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Lloyds Banking Group PLC has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service.
As we have been acting, on our sons behalf we had to close our his bank account. In order to do this we have LPA's in place register those took a bit of doing and throwing but I have to say closing the account went fast about 5 minutes. I like to take this opportunity to say thank you to all the member of staff in the Branch in Halifax Woolshops
We trusted lloyds inusr to put right a leak n install like for like kitchen. We got a discontinued kitchen, took to ombudsman for snagging n now cannot fix due to no parts, lloyds refuse to accept responsibility even though we as customers notified them of the kitchen being installed was being discontinued, lloyds wanted cheap lloyds got cheap now wont pay out even though quotes from trades clearly state cannot get parts. AVOID at all costs.
Rarely visit a branch but use website for personal banking and have done so for years I’ve never had a issue and would recommend ( not sure of app as they invite me to sign up but if it ain’t broke why fix it
Lazy personnel , if you do not visit them in branch they wont take your concerns seriously
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halifaxmarketwatch.co.uk44 total • Write a review
I'm surprised that Lloyds bank has two stars.... With all the recent experience I can only give them 1 star!!! 1. "My voice is my password" whilst this is a great feature to allow you "in" it's not always used, why is this? In the last 10 times I used their telephone banking system it only asked me to say that phrase 4 or 5 times. At all other, I had to enter my card or account details. FIX THIS!!!! 2. They have a very cheeky message to justify the huge waiting time on the phone....along the lines..."we are very busy helping the most volunerables customers...". What a load of BS!!! Really?Would the most vulnerable be walking into the bank, on a SUNDAY????!!!! Come on....grow up and state the facts. Just don't say anything and let us wait or states the true facts why you make us wait that long. 3. Whilst I was trying to get someone on the other end, I kept on hearing how sorry they were for making me wait, but I didn't need to wait since they offer bla, bla, bla all those services online..... guess what, when the system picked up my call they asked me why I was calling.... I said "apple pay".... their system kept telling me to do all those other services that I was not calling about... WHY bother me with services that I don't want nor need to use or do????? This is somewhat clear to me that their telephone banking system needs some TLC from someone who actually knows something about customers. Please revise your system and make it user friendly. For the time being I will not use the telephone system as it is not fit for purpose. I will also consider, after 20 years with Lloyds, changing bank after all this hassle
Date of experience: September 6, 2020
I’m trying to track an international payment and it’s an urgent matter. It’s simply impossible to get through to Lloyd bank. Being told that there is a 40 minute wait for a business service like this is close to being abusive and certainly unworkable. It’s ridiculous to blame Covid. Business need to respond to challenges and there are armies of people who would appreciate short term contracts. It’s just not workable. I’m afraid it’s the unresponsive nature of large business and the attitude that consumers can take it or leave it
Date of experience: September 2, 2020
US
Tried getting a direct branch phone number to stop a scam on my elderly mother in law. She had been battered by a company and final , against advice paid them. This is not about privacy it is about incompetence and deliberate delay. The automated system has obfuscation and delay built in. We were asking for contact details for her to speak to someone in the branch not about any details on the account. Eventually given a number... horray...... it did not work!
Date of experience: September 1, 2020
US
Raised a valid section 75 claim three months ago - have heard nothing and cannot contact them by email, letter or phone. They say this its because of Covid but it feels more like hey are using Covid as an excuse to avoid paying out for a claim. Complained, and they apologised, payed compensation and sorted out my claim double quick. Just wish they had done this at the beginning
Date of experience: August 5, 2020
Raised a chargeback for a holiday that didn't happen on 13 May. Received a generic response stating that they would review my claim within 45 days. On 6 July, some 54 days after raising my chargeback, I was asked to provide proof of purchase and copies of any correspondence with the travel company, which was submitted by return. I then received a reply saying that it could take up to 45 days for them to review my claim. Three weeks later, on 27 July I got yet another message to say they would be in contact within 45 days of submitting my claim. So 75 days later I am no further forward! I have today spent 2 hours on the telephone being passed from pillar to post, all to no avail. There is no direct number for the Chargeback Department and each internal transfer takes forever to answer. Each Department lets you explain your case in full before telling you they can't help and you must be transferred an another Department with another hour long wait. Shambolic!
Date of experience: July 27, 2020
I am one of the Shearings holiday customers that has been left high and dry and no repayment of money spent. I used my Halifax credit card and immediatey applied for charge back as advised. It is now 7 weeks and still no joy. I am a pensioner on fixed income and cant afford to lose the money. I paid by card as I was promised protection but the bank is ignoring my claim and Ive heard nothing. Im disgusted and will be changing banks after 30 years and this is how Im treat.
Date of experience: July 2, 2020
Such an awful awful bank but they all are let's be honest. So... I was unfortunately in a position where I had to obtain a debt relief order. This is now 7 years ago. So basically, in 2018 Lloyd's added two accounts which were covered by the DRO to my credit report - whilst the DRO was still running (I know LOL right), obviously that was at best immoral and at worst downright illegal so I wrote to them. After some months and wrangling over the phone and my numerous letters (and without bothering to write to me), they removed the dead accounts (which let's just note were closed in 2002 and 2011 respectively). Fine. Or so you'd think. Well my DRO was discharged in April this year. Joy! There I was all ready for my credit rating to go up in June and be able to refinance my car so I can continue to work (I have serious mental health issues so I cannot use public transport to get to work). Let me just add that I spent 2019 clearing ALL my debt so I now have zero debts. So, you can imagine my utter shock and disgust when I check my June credit report to see that Lloyd's have ADDED a NEW Current Account and a NEW credit card! (Same account No's as those on my DRO). Not only did they add 2 NEW accounts, they also took the liberty of adding the same two accounts to my file as DEFAULTED so I now have FOUR Lloyd's accounts on my credit file yet have not been thier customer for 9 years. So, I wrote to them. No response. Wrote to them a 2nd time, by recorded delivery. Letter delivered. No response. So I call them. Spoke to a lady called Chelsea who bless her heart, could do sweet FA but take my complaints and give me a ref No. This was beginning of May. I have subsequently called Lloyd's 8 times and written a further two. Each time I called I have been fobbed off "Someone will call you. No, they will. Honest"... 🙄 I'm still waiting. I wrote to all x3 credit reference agencies thinking, let's try a 2 pronged attack, well Lloyd's the cheeky beggars (and I have this in writing LOL) told all 3 of them..... We need a drum roll.... "We cannot find any information or data relating to this customer" So let me get this straight: I'm not your customer; Have not been your customer for 9 years; You have no data on me whatsoever; But... I have a NEW credit card A NEW current account And 2 accounts in DEFAULT. Mmmmmmmkayyyyyy😂 At that point I took it to the Ombudsman because let's be honest, there is clearly some MESS GOING ON🤬🤬🤬 Utterly disgusted and lost for words. I'd like to ask them to delete all my data as per a GDPR request but.... They don't have any data about me do they? We've got that in writing 😂... And yet, apparently I have 2 new accounts and 2 in default. And the last point - what they have done is illegal. All these unscrupulous Charlatans in finance should be in prison. Its disgusting what they get away with it really is.
Date of experience: June 30, 2020
US
I have just called LLoyds bank after speaking to their machine for almost 10 mins to be put through to a staff member who tells me He is LLoyds continued to be incredibly rude, when all I was asking him to do was confirm if notes were on my account from the previous call. I have banked with them for over 15 years and have to say this is wholly unacceptable. I have never come across such down right egotistical rude staff. The trouble is we have far too many people going to work that do not know how to be service orientated. Shocking and unacceptable. Shame on you LLOYDS!!! The most abysmally run bank I’ve ever had the experience of. Plus I was kept hanging on for almost an hour....!!!
Date of experience: October 25, 2018
Sale Branch, School Road. On the 20th December I went into the Branch for some Change. and to deposit some money into my account. There was a horrendous Queue of customers and only one person on the till. This in itself is entirely incompetence on the part of this so called Branch Manager, Everyone in the queue was complaining and I mean everyone and that was including myself. The Bank Manager was asking people if she could help them and she was as usual trying to force her staff and the customers to use only the machine to deposit items. Most people in that queue were wanting a face to face till person to deal with and you could see this Manager becoming more and more agitated especially when she was hearing everyone complain about how appalling this Branch was run. I was the loudest of the complainers having experienced this low level of customer Service at her hands on far too many occasions. When she reached me I told her that I wanted change so she took me to front of the queue and opened a till to give me change. I said to her that did she not think that it would be appropriate whilst all her staff were on lunch that she now operated a till to alleviate the waiting of all the customers. In fact when I handed over the cash to her at the till she had just opened she said I think you should use the machine to deposit whilst we are short staffed. She then whilst I was going to the machine saying to me that I was the only person complaining and how dare I complain about HER BANK. I have to say that this the worst run Bank of any Lloyds I have been in. How on earth has Lloyds sunk to such depths of allowing and ill fitted person to be employed as the ambassador of a branch is ridiculous poor management at the higher levels. In this Branch, the air conditioning never works, there are constant machine failures, the Bank is generally always filthy in appearance, there is never enough staff on duty and when we do have staff they are all as rude as the Bank Manager Because of this treatment I decided to lay a complaint at the door of Lloyds Bank. The Conclusion of my complaint as laid out above and told to me by a Biassed and very rude Complaints Manager from Halifax Bank as follows: 1. The Director of this Region has decided that all his branches shall have less staff and that he was actively asking his employees in all his Branches to encourage customers to use machines instead of the Tills. So it was concluded that this Manager was in fact acting out his orders. On this basis this part of my Complaint dismissed. 2. This Director coincidentally visited the Branch last Friday, 19th January 2018 and he sat and observed how the staff and management were working and interacting with the Customers. His conclusion after speaking to what I am told a few of the customers visiting that day was hat they had found the Management and all the staff bubbly, helpful and very friendly. Suffice it to say on this basis this part of my Complaint was also dismissed. 3. The Manager of the Branch stated to the Complaints Manager that I was raising my voice and that it was in fact myself that stated that this was my Branch and it was then that they replied that no it was her branch and I had no right to complain. On this very blatant lie which if the CCTV were looked at properly, the so called regional Director would see that this Manager was lying. On this basis this part of my Complaint dismissed. I can swear on my life that this Manager is not telling the truth at all. So there you have it complaining in a branch is a total waste of time because in my part of the World customers don't count an Iota to an over ambitious Regional Director and a Manager who is prepared to distort the truth and complaints Manager who was basically talking down to me as if I were a child. I have to take all of this with a pinch of salt because how on earth would I ever get any justice in a situation that is investigated purely as an exercise to protect the Manager. Lets face as a Branch Manage, off course I am going to be nice to customers when I know my Regional Director is sat there watching me.... Look at the the other reviews before dismissing my complaint.
Date of experience: January 22, 2018
