Long-term Lloyds personal banking customer. The current account does the job day to day: card payments, standing orders, Apple Pay, direct debits all work without thinking about it. The mobile app is... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Sarah.M Wellingborough branch- Sarah has been really helpful, I came in to switch my standard saving to something better she helped with updating all my saving account to better rate. Not just that sh... See more
Company replied
Lisa W assisted me in the kindest,most empathetic and sincerest way possible. She was warm and friendly and made my problems feel so small as though they were no issue to fix. She went above and be... See more
Company replied
My sister and I were both impressed with how Cheryl answered all our questions about our POA clearly and thoroughly. She reassured us with her professional yet calm approach. She assured us that all o... See more
Company replied
4.1
Great
11K reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Lack of knowledge and skills to resolve issues
After 4 hours wasted on the virtual chat, the issue was not resolved. There were lots of pre-prepared answers which contradicted earlier incorrect responses. I am very worried that Lloyds Bank no longer have qualified staff with the correct skills, knowledge and training capable of resolving issues. All very worrying.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi, I’m sorry to read this, I can understand why you feel frustrated and concerned after spending so much time trying to get things sorted without a clear resolution. We understand your concerns about staff expertise and are reviewing our support processes to improve.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Pritesh
Lloyds not sending replacement card on time
My card was a month from expiring and I asked them to send a new card, but they refused, saying it will be sent a week before end of the month. It’s past the end of month, card expired and new card still hasn’t arrived. Called and they said they will send another one, expected 7 - 10 working days. So two weeks without a working card. Terrible service. Avoid.
1 May 2026
Unprompted review
Reply from Lloyds Bank
Hi Alcus. Thank you for your feedback. I'm really sorry to hear about your experience and understand how frustrating it must be to be without a working card.
Replacement cards are usually sent automatically before expiry, but we’re sorry to hear there’s been a delay in your case and that this has caused inconvenience. That’s not the level of service we aim to provide.
If you haven’t already, please message us 24/7 via the Mobile Banking app or Online Banking, so we can check the status of your replacement card and look at options to get this resolved as quickly as possible.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
Terrible Credit Card - Wide open to Fraudsters
Terrible Bank. Avoid.
I recently got a Credit Card with Lloyds, and had FRAUD on my card and there is no "real" way to remedy the issue without going into a physical branch, and there isn't one in the town where I am now.
The Telephone lines advertised NEVER get you through to anyone, they just ring out, and on one occasion I have held the line from more than 30 mins, waiting to speak to someone. Today I've waited for over 23minutes, after the robot told me that the wait time was 10 minutes. It's a con.
It's so bad that I'm beginning to suspect that they don't EVEN HAVE a call centre... and its all just make believe. I've NEVER managed to get through.
Added to which, you cannot chat online with a human, as they are always experiencing high customer enquiries, and I suspect that there is also no realistic human web support online. It appears to be a couple of guys in a broom-cupboard.
It's a disaster from start to finish.
If there is no realistic way of reporting FRAUD on your card, if you don't have a branch in your town, then is it safe to Bank with Lloyds.
End result: I've lost £40 to a fake online vendor, and I don't have the protection that I have with other card issuers. I will be using my American Express card from now on. They are 10,000% time better in terms of speaking to customers. Their credit card cashback rate isn't as good, but at least you don't get ripped off by fraudsters
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi. Thank you for your feedback. I'm really sorry to hear about your experience and understand how concerning this must be, especially when dealing with suspected fraud.
I want to reassure you that you don’t need to visit a branch to report this. Our dedicated fraud team is available 24/7 and can take immediate action to help protect your account and investigate any unauthorised transactions.
I'm also sorry to hear about the difficulty you’ve had getting through to us, we know how frustrating that can be. At busy times, wait times may be longer, but support is available via phone and secure messaging channels.
If you still need help, please contact our fraud team again on 0345 606 2172 (or +44 1702 278272 from outside the UK), or message us 24/7 via the Mobile Banking app or Online Banking so we can look into this for you.
For more information about changes to our branch network, you can visit: https://www.lloydsbank.com/help-guidance/everyday-banking/banking-near-you/branch-closures.html
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
Helpful service from Jo at Lloyds Bank Winchester
I had been struggling to navigate on line banking and app and came into the bank to seek assistance. I was seen by Jo who I have now seen on 3 occasions. Jo was extremely kind and helpful, she sorted my problems with clear instructions and quick efficiency.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi NaomiEllis. Thank you for your feedback. I’m delighted to hear about your experience at our Winchester branch, and that Jo was able to support you so well.
Providing clear, helpful and personable service is exactly what we aim for, so it’s great to know Jo made such a positive impact. Thank you for your 5-star rating.
Thanks
Nandu
1 star
1 star
I am extremely disappointed with Lloyds Bank.
My Lloyds card suddenly cannot be added to Apple Pay. After contacting support, I was told that a “policy block” has been applied for 160 days and that it will only be automatically removed once this period has passed.
This is honestly shocking.
I fully understand that banks need security checks and fraud-prevention systems. I am not asking Lloyds to disclose confidential fraud rules. But blocking a normal customer from using Apple Pay for more than five months, without a clear explanation, without a meaningful manual review, and without offering any additional identity verification process, feels completely unreasonable.
The response I received was basically: use another payment method and wait 160 days.
Apple Pay is not some luxury feature anymore. It is part of everyday banking. Many people rely on it for transport, online payments, subscriptions, travelling, and daily spending. A 160-day block seriously affects normal card usage.
What makes this worse is the lack of transparency. Lloyds did not clearly explain:
why the block was applied;
why the period is exactly 160 days;
whether I can complete extra verification;
whether a human can review the decision;
whether this affects only Apple Pay or other digital wallet services too.
Instead, I received a generic message saying this was done to keep my account and funds safe.
Keeping customers safe is important, but treating customers like they have no right to understand or challenge a decision is not acceptable. Security should not be used as an excuse for poor communication and zero accountability.
I expected much better from a major UK bank.
At this stage, Lloyds has seriously damaged my trust. I want a proper explanation, a manual review, and a fair way to resolve this issue sooner than 160 days.
Until then, I cannot recommend Lloyds to anyone who expects reliable modern banking and proper customer support.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Maksim. Thank you for your feedback. I'm really sorry to hear about your experience and understand how frustrating this situation must be, especially when it’s impacting something as important as Apple Pay.
I understand your concerns around the length of the restriction and the lack of clarity provided. While certain security measures are put in place to help protect our customers and can’t always be detailed, we understand how important it is to feel informed and supported when something like this happens.
This isn’t the level of clarity or service we aim to provide. As you’ve requested a review, we’d recommend contacting us again so a colleague can ensure your concerns are fully reviewed.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
Very helpful team of Assistants on…
Very helpful team of Assistants on hand. Their names are Sharon, Jackie, Nicole and Isabelle.
I needed to pay in a cheque. It would not go through on my mobile app.
Jackie took me through how to pay it in at the bank in Watford branch in the Harlequin centre.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi John. Thank you for your feedback. I’m glad to hear about your experience at our Watford branch, and that Sharon, Jackie, Nicole and Isabelle were able to support you so well. It’s great to know Jackie helped you get your cheque paid in smoothly. Thank you for your 5-star rating.
Thanks
Nandu
Himanshu from Northampton he helped as…
Himanshu from Northampton he helped as open Joint bank account and changed new address thank you nice gentleman
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi. Thank you for your feedback. I’m glad to hear Himanshu at our Northampton branch was able to help you open a joint account and update your address. Thank you for your 5-star rating.
Thanks
Nandu
Himanshu from Northampton helped with…
Himanshu from Northampton helped with the joined an account in app thank you
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Yasin. Thank you for your feedback. I’m glad to hear Himanshu at our Northampton branch was able to help you join your account in the app. Thank you for your 5-star rating.
Thanks
Nandu
Claire at Northampton branch
Claire at Northampton branch
The lady walks on water I can not thank her enough, went beyond and above with helping me. Big hug what a bank
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Bernadette. Thank you for your feedback. I’m glad to hear Claire at our Northampton branch was so helpful and went above and beyond for you. Thank you for your 5-star rating.
Thanks
Nandu
Helpful Kingswood staff
I had a few things to sort out after buying a new phone and logging back into my account. Lovely staff at the Kingswood branch were very helpful and got me back to my account.
Returned another time to sort out a payment that I was having problem with and was helped by very helpful . Love being able to go to a Lloyd's branch and wouldn't know what to do without them 👌👏👏
5 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Antony. Thank you for your feedback. I’m delighted to hear about your experience at our Kingswood branch, and that the team, especially Lyn, were able to support you so well.
Providing helpful, attentive and personalised service is exactly what we aim for, so it’s great to know they made such a positive impact and helped you get everything sorted. Thank you for your 5-star rating.
Thanks
Nandu
Ian at great Yarmouth
Ian at great Yarmouth, he helped me with two things couldn't have any better help
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Geraldine. Thank you for your feedback. I’m delighted to hear about your experience at our Great Yarmouth branch, and that Ian was able to support you so well. Thank you for your 5-star rating.
Thanks
Nandu
Lloyds have closed to many banks
I had to drive over 14 miles to cash in a cheque as the local banking hub will not take cheques. Got to the Skegness bank to find the cheque machine was out of order. There was a large queue, there were three counters but only one had a lady working there. What was so annoying there 4 other women walking about with laptops and not making eye contact with anyone. Surely one of them could had help by working on a counter and reduce the number of people waiting. Really bad service!!
29 May 2026
Unprompted review
Reply from Lloyds Bank
Hi Bob. Thank you for your feedback. I'm sorry to hear about your experience, I understand how frustrating this must have been, especially having to travel further and then face delays in branch.
I understand your comments regarding the service and staffing you encountered. While our colleagues aim to support customers as efficiently as possible, I'm sorry to hear this wasn’t reflected during your visit, particularly with the queue and the cheque machine being unavailable.
This isn't the level of service we aim to provide.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
I cannot understand why Lloyds is living in the dark ages when it is such an important bank
I cannot understand why Lloyds, in contrast to rival banks, will not use modern technology to do a password reset. It is absolute nonsense in the days of such advanced technology, to be sending a password reset by post which may take seven days. Do Lloyds really think we can put life on hold while their clunky outdated mechanism decides when it will let me back into my account? I know LLoyds will twitter about the need for security, but none of my other banks use this system of resetting and I have never had a problem with resetting a password with them. My experience is everyday, not just the one I have put in the 'date of experience' box below.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Jacqueline. Thank you for your feedback. I'm really sorry to hear about your experience and understand how frustrating this must feel when you need quick access to your account.
I understand your comments regarding the password reset process. In some cases, we may send activation or reset codes by post as an extra security measure to help protect our customers’ accounts and personal information. I recognise this can feel slower compared to other methods, and we’re always reviewing our processes to improve the balance between security and convenience.
This isn't the level of service we aim to provide.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
Himanshu from Northampton branch kindly…
Himanshu from Northampton branch kindly helped with my mobile app reset and updated my details, he was so respectful and first class service thanks for your help.
1 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Amir. Thank you for your feedback. I’m delighted to hear about your experience at our Northampton branch, and that Himanshu was able to support you so well.
Providing respectful, helpful and first-class service is exactly what we aim for, so it’s great to know they made such a positive impact. Thank you for your 5-star rating.
Thanks
Nandu
The new system in Salisbury branch is…
The new system in Salisbury branch is idiotic. A simple thing like cancelling a standing order takes forever with the new queueing system. Appreciate the requirement for customers to go online but there are many many who cannot because of age and the era they were born in.
Today at this time there are at least 5 people waiting to be seen and one staff member just taking people's names as they come in and if they want something done they have to join the queue. Was much easier when if u had a simple request it could be done at the till.Nothing against Salisbury staff who are excellent but think they are bot looking at the needs of older customers. 🤔
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Mrs. Sheila. Thank you for your feedback. I'm sorry to hear about your experience at our Salisbury branch.
I understand your concerns around the new queueing system, especially for customers who may prefer simpler, face-to-face support. It’s important to us that all customers feel supported, including those who may not be able to use online services.
This isn't the level of service we aim to provide. Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Also, it’s great to hear your positive comments about the branch staff. I'm also grateful for your feedback on the current setup, as it helps us understand how we can improve the in-branch experience for everyone.
Thanks
Nandu
Outstanding Digital Banking Experience
I have been genuinely surprised by how good Lloyds has been.
The mobile app and online banking platform are among the best I have used. The user interface is clean, intuitive, and modern, making everyday banking simple and efficient. Everything is easy to find, transactions are clear, and the overall experience feels thoughtfully designed.
What has impressed me most is the combination of excellent UX and customer experience. Too often banks have functional systems that feel outdated, but Lloyds has managed to create a platform that is both reliable and pleasant to use.
Whether checking balances, making payments, or managing accounts, everything works smoothly and without unnecessary complexity. It is clear that a lot of attention has been given to the customer journey.
A fantastic banking experience so far. Highly recommended for anyone who values great digital banking and a well-designed app.
2 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Noah. Thank you for taking the time to leave us a review. I'm delighted to hear about your experience with our digital banking services.
It’s great to know that you find our Mobile Banking app and Online Banking platform easy to use, clear and well-designed. Providing a simple, intuitive and reliable experience is exactly what we aim for, so it’s fantastic to hear this has made managing your day-to-day banking easier.
Thank you for your wonderful feedback and for giving our service a 5-star rating. We truly appreciate your support!
If you have ideas for improvements, you can share them directly in our app for our Digital team to review as part of future updates.
Here’s how to submit feedback in the app:
1. Tap 'Search'
2. Type 'Feedback' in the search bar
3. Select 'Provide app feedback' and follow the on-screen steps
Thanks
Nandu
Ive tried to raise a payment dispute…
Ive tried to raise a payment dispute due to have a duplicate payment taken. I had to use app. Basically just get left on read and passed off to someone new when try to chase. Best one yet is being left on read for so long after i tried all day to deal with them and ended up with three people on app. That they responded when i was in bed and closed case at 5 am. So angry and upset with how ive been treated
1 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Chloe. Thank you for your feedback. I'm really sorry to hear about your experience, I understand how frustrating and upsetting this must have been for you.
That’s not the level of service we aim to provide, especially when you’re trying to resolve something as important as a duplicate payment. I'm also sorry to hear about the delays in responses and how your case was handled, including it being closed unexpectedly.
Alternatively, if messaging isn’t resolved, you can also call our disputes team, and a colleague will be able to assist you further.
Debit card customers: 0345 300 0000 (or +44 1733 347 007 from outside the UK) – lines open 7am–11pm, 7 days a week.
Credit card customers: 0345 606 2172 (or +44 1702 278 272 from outside the UK) – lines open Mon–Fri 8am–6pm, Sat 10am–4pm.
Please allow one of our complaint managers to look into this further for you. You can complete our online complaints form by copying and pasting this link into your browser: https://www.lloydsbank.com/contact-us/how-to-complain.html
Thanks
Nandu
Lloyds Bank in St Albans…
I visited Lloyds Bank in St Albans needing assistance to commence online banking.
The staff member (Donna) was patient, offered clear instructions and succeeded in helping me to achieve my goal.
1 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Paul. Thank you for your feedback. I’m delighted to hear about your experience at our St Albans branch, and that Donna was able to support you so well. Providing clear, attentive and personalised service is exactly what we aim for, so it’s great to know they made such a positive impact. Thank you for your 5-star rating.
Thanks
Nandu
Quality so RARE-Outstanding Service
Never before have Jacky and I felt the need to sing the praises of individuals or a company for the care, professionalism and attention to detail that we experienced today at Newton Abbot Branch with Natasha and Charlotte. We had not realised all our needs, however they interpreted our wants and expertly and with focus quickly provided a simple solution.
1 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Victor. Thank you for your feedback. I'm delighted to hear about your experience at our Newton Abbot branch, and that Natasha and Charlotte were able to support you so well. Providing clear, attentive and personalised service is exactly what we aim for, so it’s great to know they made such a positive impact. Thank you for your 5-star rating.
Thanks
Nandu
An online payment difficulty overcome at branch
Having had trouble online making a payment, I visited the Canterbury branch to instigate one.
Further difficulties with the Fraud Section were overcome by the great assistance provided by Rachel and we left the branch feeling we had been treated as valued customers.
1 June 2026
Unprompted review
Reply from Lloyds Bank
Hi Linda, thank you for sharing your experience. I'm delighted to hear that Rachel at our Canterbury branch was able to step in and support you, especially after the difficulties you faced online and with the fraud checks. It’s lovely to know you left feeling valued.
Thank you for leaving us a 5-star review. We appreciate the positive feedback.
Thanks
Raj
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.