Lloyds Bank Insurance
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Shocking Experience – Time to Move On After 40 Years:
Two weeks ago, my mother (a wheelchair user) contacted Lloyds Bank customer service to ask how to add a person to her account and make it joint. She was told this could only be done in-branch, both parties needed ID, and while appointments weren’t offered, she could turn up at a branch to sort it. They even said they’d notify the branch she was coming — for a visit on Thursday. We travelled 30 minutes to the nearest branch — with ID, a wheelchair, and a lot of effort — only to find the branch doesn’t even open on Thursdays. No mention of that by customer services. We called again to clarify the process and were told the same thing, so we returned another day. After a long wait in-branch, we explained the situation to a member of staff. Her response? “We don’t do that here.” No explanation, no apology — just a blunt dismissal. When we explained customer services had sent us (twice), she said “They keep doing that. We can’t action the request.” She added that it “used to be available online but it didn’t work, so it was taken down,” and that “maybe it’ll be possible in July.” We were stunned. Are customers really not able to make changes to their own accounts in-branch anymore? I’ve banked with Lloyds (originally TSB) for nearly 40 years. My mother has banked even longer. After this experience — and seeing how many other people are saying the same thing — I’ll be moving my business elsewhere. Unhelpful, misinformed, rude staff and a complete lack of coordination between customer service and branches. What has happened to Lloyds?