Lloyds Bank Reviews 

Ola, was simply fantastic. I have been trying to get back on mobile banking for 6 weeks after a change of mobile 'phone. Lloyds is institutionally difficult to deal with and its telephone support staff lack competance. That was until I saw Ola in the Barnstaple branch and she had just the right level of understanding to overcome the poor systems design that I had been dealing with. Ola is a priceless asset to Lloyds. I will never recommend the bank to anybody but I will always seek out Oka's help in future. Thank you Ola for first class customer service.

I have been waiting for a refund from a transaction which the banks travel hub completely messed up leaving my partner and myself without accommodation . Why does it take almost a MONTH to refund me for something which was their fault . Customer service is obviously of no importance to Lloyds.

I’ve requested for a signed and stamped bank statement as it’s needed for an important documentation. They’ve refused to sign, I called another bank and they’ve accepted to do this without issues.

This is just terrible, I’ve been using this bank for years. Will be switching all my payments to Monzo.

Account nicknames have been removed with no explanation ("It's still available in the app" and "it was a business decision" is NOT an explanation) and huge inconvenience to millions of customers. Two possible explanations:-

1. They are too incompetent to maintain nicknames on their website, in which case you should certainly not trust them with your money.

OR

2. They are deliberately driving people to the app, because unlike the website, the app is not regulated in terms of things like ads, in which case you should also not trust them with your money.

Absolutely appalling attitude towards customers. Should have let them go bust instead of bailing them out.

Really not a user friendly bank if you need anything. So far i have failed to figure out how to set up a direct debit to pay their credit card and its impossible to change your name should you need to. You try to grt help but they just send you round in circles. It's not like im not used to banking, they just arnt user friendly at all in my experience and I will be glad when I can close all accounts down and move elsewhere.

The absolute worst bank. I don't ever want to have to phone a bank or use their crappy useless chatbot that they pass off for customer service but their incompetence has caused constant problems. I don't ever want to hear from my bank. I give them the money - they make payments. SIMPLE. But they think you have all the time in the world to wait for them to get their act together. Their website has an insecure super weird login 2FA and the site doesn't even render the page properly, not very confidence inspiring. Had endless problems with the credit card which is never maxxed, alway paid off and on time.
Today's bullshit? They have just today cancelled or started declining the credit card for absolutely no reason. They could not possibly have a valid reason. They are now telling me there was no rejected payment like I want to be phoning them omfg - they don't have a clue what is going on with the card they issue. HOW IS THAT EVEN POSSIBLE?

One star is too generous. They are not even reading the chat. Just gone AWOL again.

I was looked after by a gentlemen named Majeed at the branch in Westfield and he was very helpful and polite.

This is how you do face to face customer service, after a couple of appalling experiences at another of your branches the staff at Commercial Road in Portsmouth deserve the highest accolades. They listened, heard and supported me through a couple of stressful experiences with humour and without judgement and I can’t thank them enough.
A special mention needs to go to Kelly at Commercial Road, nothing was too much trouble and on both occasions she used her expert knowledge to go above and beyond for me. Kelly you are an asset to your branch, thank you

Kathy sorted my bank credit card problem out within minutes with happy smile and went away happy

If I could give 0 stars I would. Lloyds bank changed something which made my usual method for logging into their online banking desktop site no longer work. I’ve spoken to numerous human staff over the past couple of weeks - nobody has helped. One just told me to use the mobile app. I raised a ticket a week ago - if anyone has bothered to look at it certainly nothing has changed and as the customer don’t expect to be updated by Lloyds. Their ai bot is worse than useless but sadly the human interactions I have eventually managed to anchieve have only been marginally better. Better off banking elsewhere as there’s no focus on the customer and absolutely zero “service” from Lloyds. Disappointing.

Being on the voter's roll in a new address should enhance one's credit score. Living in such address for a full 18 months whilst registered on voter's roll before your credit score is enhanced is absolutely ridiculous in my opinion.
That's the information I got from Lloyds, unfortunately. This differs from Equifax & Credit Score.
I usually ensured that I had enough funds in my account for direct debits, etc. since I opened my account with Lloyds over 10 years ago, but I inadvertently forgot to have enough funds in my account for a direct debit many months ago. I fully regretted this uncharacteristic scenario because I could've put the money in my account before this date as I had enough funds in my main account to do so. I was distracted about a family bereavement that I totally forgot about it.
My debit card has been frozen since. One mistake & you're frozen out irrespective of your past records.

Just seen an advert on TikTok stating how they spent millions on helping there customers from being scammed, didn’t help me when I got scammed. Left my complaint for so long, they said nothing can be done as it’s been too long since I made my complaint. All they had to do was look on here, Trust pilot  

I have been with the Lloyds bank for over 40 years, since opening my first account as a student. Getting increasingly frustrated with bank closures meaning having to go online, and the app being very obtuse, not being able to do my requests and telling me to go to the bank in person. Trying to change my password has taken me nearly an hour on the website, and I still have not got it to accept me, and allow me to do any transactions.
After 40 years, I am extremely close to leaving the service and never touching them again.

Member from from the customer service team, (I am unable to leave name due to trustpilot guidelines) absolutely shocking service, been with lloyds 7 years and have banked with other mainstream banks can hand on heart say lloyds has the worst customer service I have ever dealt with for such a large company, I attempted to change my direct debit date a few days after ordering my credit card, I contacted lloyds 3-4 times about this to have someone repeat the same as the AI chat agent then disappear every 30 minutes. Instead of addressing the customer complaint after weeks of stress over this she instead decided to “manage my expectations” some serious customer service training needs to be done with these lot. And deflect and just give excuses instead of offer any solutions.

I don’t often leave reviews, but after the service I received from Rich, I felt he deserved the recognition.

From the moment I spoke to him, he was calm, patient, genuinely helpful and incredibly polite. Nothing felt like too much trouble. I had a few different things I needed help with across both my business and personal banking, and Rich dealt with everything professionally and with a real willingness to help.

To give some context, my business account had previously been closed due to KYC issues, which was extremely disappointing considering I’ve banked with Lloyds for almost 40 years. It’s been a stressful situation, and if I’m honest, it had dented my confidence in the bank.

The service I received from Rich today went a long way towards restoring that confidence. I wasn’t told to “check the app” or “go online.” Instead, he took ownership of everything that was within his power to help with and saw it through. That’s becoming increasingly rare these days.

So many businesses have become transactional, where customer service feels like they’re simply trying to move you on to the next person. Rich was the complete opposite. He genuinely cared about helping, and it showed throughout the entire interaction.

Rich is a fantastic ambassador for Lloyds, and the bank would benefit from having more people like him. Thank you, Rich. You really are a star, and thank you for taking so much of the stress out of a situation that has been difficult to deal with. It was very much appreciated.

HTF can this have 4.1 rating when there are more 1 stars than anything else?????

Jan at the Derby branch was so helpful, she has the patience of a saint.
Can't thank her enough for all her help.
Thank you Jan.

This is a review of the customer service via the app.

The good: fast responses - usually within 30 minutes or so. Agents handle admin (address changes, card cancellations etc) quickly.

The bad: ...everything else. Agents are the equivalent of the cashiers at Lidl - they blitz through the interaction at lightning speed, trying to get you off the chat as quickly as possible, and end the conversation without things having been resolved half the time. They also appear distracted and often respond with things only marginally related to what I said, and answer maybe 1 in 3 questions I have.

I just wasted another 30 minutes talking to an agent (Jitesh) who seemed to skim through the messages, answer with something vaguely related, and only focused a little when I explicitly called him out on it. Still, he only resolved one of my multiple issues and then immediately closed the conversation down. It's really discouraging - we shouldn't have to fight tooth and claw to actually be heard and helped.

Lloyds they think that everyone is on THE "APP"
They don't think that some elderly do not what a phone
for the internet infact some younger one's do not hav THE "APP"
I only rang (which took 55mins to get through) if there "APP" is that good why the long wait to speak with a person to request to change my password than I told him before he started about the "APP" that I didn't hav it my phone is used for calls and txing ...WOW I got a lecture that we need "APPS" I asked hav you done what I asked he replied nearly I replied perhaps it would hav been done much faster if you concentrated more on your work than "APPS
The whole of my spine as crumbled making life difficult
and I do everything on my laptop why is it that I can't change my password or access my password from my lappy ???

The advisor, Lea, at the Worksop branch was exceptionally patient and helpful in helping to resolve issues with our accounts.
We would have found it very difficult to resolve matters by ourselves or on line.