Lloyds Banking Group Avis 

DISGUSTING & UNFAIR
20th March 2025 I completed a form to use the Balance transfer offer on my account with an expiry date of 31st March 2025.
Everything seemed fine two options were on offer and I chose 12 months instead of 24 months repayment option. I was happy with the transfer fee of 3% of the total amount. Filled in the form and interest calculated and shown was again happy then submitted the request. No response seen after submitting.
I tried to check if the transaction was now showing and realised that I could not access my online banking anymore and the apps were disabled. I contacted customer services who were unable to explain what had happened then passed me on to FRAUD section where I was interrogated. I was advised that I had satisfied security and my online access had been enabled and I could now process my transaction.
I logged onto my online only to discover the offer had vanished. I contacted Customer Services again on 22/03/2025 and they said they were unable to reinstate the offer. I informed them that I had already submitted the request to spread the repayments over 12 months.
I was unhappy and the customer services adviser on the phone offered me £50 to close this case and I declined then chose to formalise my complaint. I got regular updates stating that there were still looking into my complaint I called twice in the process as I was concerned that the 28 days to pay on my other credit card was soon elapsing. I was advised that someone was to contact me as they were unable to resolve this within the initial 15 days in their policy..
Today 8th April 2025 at 13:39 hrs, I received a call from them stating that there is nothing the Bank can do. All this time waiting for nothing!
This outcome is unreasonable and disappointing given the length of time it took to announce their final position.
IT’S TERRIBLE CUSTOMER CARE. I AM ANGRY, STRESSED AND FEEL TOTALLY BETRAYED BY LLOYDS BANK after being a faultless customer for almost 10 years.

I have never in my life experienced such an appalling level of customer service as I did with Lloyds. This is beyond incompetence—this is sheer disrespect, arrogance, and utter disregard for customers. What I went through is not just poor service; it is outright belittlement and humiliation.

It all started with Allan, a so-called representative, who dismissed my concerns and treated me like I was wasting his time. No care, no professionalism—just an attitude of complete indifference. But things got even worse when I spoke to Briannie, a so-called manager who had the audacity to mock me, condescend to me, and talk down to me like my concerns were meaningless. She made snide, passive-aggressive remarks, including saying, “Well, that’s just your opinion” in the most arrogant tone possible. If that wasn’t bad enough, she even got hostile when I mentioned recording my previous call with Allan. She practically threatened me, aggressively saying she wanted to “stop” me from recording, as if she had any authority over me. Who do these people think they are?

When I finally filed an official complaint, Lloyds as a whole couldn’t have cared less. Despite me providing clear details and recordings, they didn’t take my complaint seriously at all. It was brushed off as if I was a nobody, as if I didn’t matter. They refused to take any meaningful action, didn’t address the disgusting behavior of their staff, and showed absolutely no accountability. This is how they treat their customers—like garbage.

Lloyds prides itself on being a trusted bank? What a joke. This bank does not value its customers, does not take complaints seriously, and allows its employees to insult, mistreat, and humiliate people without consequence. If this is the kind of service they provide, I would strongly urge everyone to avoid Lloyds at all costs.

Because of this disgraceful experience, I am switching banks. I refuse to give my business to an institution that allows this kind of abuse. And I will make sure everyone knows what happened—across social media, consumer protection agencies, and review platforms. No one should go through what I did. Lloyds has lost all integrity, and they deserve to be exposed for it.

I'm tired of calling support to "allow me to transfer my OWN MONEY".
You transfer a few thousand, or you go to the bank to withdraw a few thousand, and STRAIGHTAWAY you get flagged as a scam.
Asking tons of questions, security check... and still you can't access your own money.

TERRIBLE EXPERIENCE EACH TIME!!
- As we know, the name "bank" is just a cover up.

I wish they wouldn't push for bank and card transactions and we all would use cash...

Awful! Lloyds keep declining my card even though I have plenty of funds - causes all sorts of problems. I can't talk to a human on the phone so have to keep visiting a branch where I have to wait for 40mins to see someone. Only to have to repeat the process every few weeks. I am now switching to Nationwide.

Awful customer service today at Lloyds Kidderminster. I decided to support my local bank with an issue that I could have called the call centre to do. But as they are few and far between now I wanted to do it in person. The bank was empty so I went to the desk where a gentleman in a suit was opening bags of coins. I told him what help I needed and he said. "Is that it, can I go a see the ladies at desk by the door". So I proceeded to there desk. There where two ladies tittering around on an iPad (looked like training to me) One lady who didn't even bother to look up just said "Wait 2 mins".
By this time another gentlemen had been sent to the desk to be ignored too. I waited around for a few minutes feeling really awkward and ignored. So I walked out. Can't believe there where 3 people there and no one give a damm about there customers. Without us there is no bank. So frustrating.
On a side note 5 mins before I went to pay some cheques into Halifax opposite who where amazing. Very helpful for the moment I walked through the door. I know they are all part of the same group but maybe Lloyds need re train there staff to the same level as Halifax. Rant over. Internet banking for me going forward.

I have experienced extremely poor service from Lloyds Bank. After encountering fraud on my account—an issue for which I should be protected—I was disappointed to find that the bank did not provide the necessary support. Instead of safeguarding their customers, Lloyds Bank appears to penalize them for the actions of fraudsters. This level of service is highly unacceptable.

Absolutely dreadful service....another bank closing its branch in the week. Busy town centre and the bank isn't open.

Absolutely dreadful amount of hoops I'm being forced to jump through to transfer my money away from Lloyds. Fraud team takes 20 minutes per call, a max of 25k transfer per day. Wasting an hour to transfer MY MONEY to an account that actually pays a reasonable amount of interest.

DO NOT USE LLOYDS.

Would strongly advise not to take an insurance policy out with Hastings, Lloyds banking group handle their claims and I have to it has been the worst experience I have ever encountered with a service provider. Insurance companies advertised about being fair and making it easy for their customers to make a claim. (We have been with Hastings for 3 years and have never made a claim) this is something that has not happened with Hastings / Lloyd’s. I would never use them again and will now be cancelling my policy with them immediately.

After many years client of the Lloyds bank they closed my accounts without any notification.

I am a volunteer and signatory to a charity with a Lloyds business a/c and have been a personal a/c holder for 60 years. I have watched customer service be downgraded over the years, and apparently now Lloyds policy is that different departments don't talk to each other so I couldn't get help from my branch re a query about the business account. Time for a change.

I reported that I had lost my credit card to Lloyds Bank on Saturday 15th February at around 1pm. My new card arrived today 18/2/25 within two working days. An excellent service.

Ridicoulous excuse for a bank, they will not give you Mortgages, Loans, Credit Card or anything of value, if you are earning less than a 100,000£ per year. They will not help you in any way, shape or form and you will always end up asking for it to some other bank. If they do give you the money, it's because they will make the triple on top of it with interest, literally, they will take 3 times what you've asked. SHARKS, DO NOT WASTE YOUR TIME WITH THEM!

They closed my bank account without informing me or giving me any notice. I understand they have the right to do that but they are withholding our funds & yet demanding we pay our mortgage which is also held with them.

I have already told them I have having the worst time with my health and the stress of trying to get it resolved has caused my physical and mental health to deteriorate. They’ve made no effort to understand what I am going through of what I need for support. Treated like criminals when we haven’t even done anything wrong!

They simply do not care about their vulnerable customers and do not want to investigate anything properly and fairly. They have broken three parts of their own terms and conditions so just shows what a waste of time they are.

The review below was right, good luck with Jayne Opperman - brags online about her customer service passion and expertise but zero care or interest.

Well Firstly I must say if any of you ever have to deal with -
•Jayne Opperman - CEO, customer relations.
•Tracy Rose - Group Executive Complaints
•Lee Hayes - Complaints Handler
Then I wish you all good luck. I made a payment on my credit card which the vendor never received or contested. However, the debt was added to my account nonetheless to be paid. I raised this issue with Halifax after the 30 day period inline with protocol for a section 75 claim back. Baring in mind they wanted evidence of this for a transaction that never happened, what possible evidence could I supply. No order number or receipt ever existed. Just the payment shown on my credit card statement. Tracy had contacted me saying her colleague would be in touch later that day. Lee, called a several days later. Initially he reimbursed the money and agreed that the bank had handled it terribly and should have been in touch to explain the procedure. To this day, they have never contacted me. This alleged transaction took place in October 2024. Lee told me lots of things on the day he rang me, none of which appear to have been correct, or indeed happened. The main one being that no further action would be taken by the bank as he had been tasked with overseeing this Complaint, which would supersede any further contact from the bank itself. This was incorrect. After explaining to me that I would keep the refund unless the vendor could prove that the transaction did take place, and they had 30 days to do so. This passed by and was never challenged. However, Halifax deducted the money from me once more as I had not provided them with the evidence that they had asked for 30+ days prior. How could I possibly surrender any such evidence to them in my defense. I contacted the above named 3 once more to explain what had happened and I have never received a response, so have ended up paying the debt. So much for section 75 security. I have been duped by my bank, not the vendor, this lay solely with them as the response explained why they were adding the debt back to my account for payment. It should have been an open close complaint. Lee was actually more interested in getting me to agree to closing the case down so he could pat himself on the back and presumably earn a high score for successfully dealing with this complaint in a timely manner and bringing it to a speedy, satisfactory conclusion for their customer. How false, the reality could not be any more polar opposite. I refused to agree to it, as I knew if it all goes wrong at the end of the month, starting over would be a nightmare. I have never dealt with such incompetence at such high level. The bank never followed correct protocol for this situation and the Chief Execs office failed on all counts, miserably. If the CEO fails to sort out their customers complaints, then who else is there to do so in that organisation. The ombudsman is the only other port of call.

I have been with Lloyds for 32 years. Not had many problems to be fair. However trying to set up an account for my child has been like pulling teeth. I have rung customer service twice and they don't have a clue. I have been trying to set up this account since November. Now January and I have still not succeeded! The application goes through but then nothing..... it's like tumble weed...... how many times will I need to fill in the same form for it to be successful? I even had to change my account from a free to a chargeable one just so I could get this account for my child..... to which I still don't yet have!!!!!!

The staff at the Knowle branch on the Wells Rd always deliver an absolute first class service and today I was really impressed by Lisa who was not only knowledgeable but throughout was patient, spoke with such clarity on a range of options whilst demonstrating fabulous interpersonal skills.

Need to train staff in the correct procedures

Today, I had to support my friend with autism to ring lloyds bank to help them with their online banking. Due to their ASD, my friend finds phone calls immensely anxiety inducing. I was genuinely disgusted by their treatment of her. I work in the public sector myself and I would never talk to anyone that way, let alone anyone with additional needs, so the excuse that they weren't aware doesn't not matter. They were getting increasingly impatient with her, using a condescending tone and patronising, very clearly being disrespectful towards her. I understand it can be a stressful process but it was genuinely horrible to witness. My friend was quite upset afterwards and so was I. No one should endure that.

Very bad customer services.