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Review summary
Lloyds Bank Insurance has room for improvement based on customer feedback. Customers particularly appreciate service and professional, though some mention concerns about customer service and communication.
deplorable treatment by Fraud team, verifying a transaction asking me my mothers milk, at some point the woman on the phone says, may be you are a fraudster, unacceptable treatment of clients, I hang up after 25 min of nonsense, they blocked my account prior to a trip of mine abroad leaving me stranded, went to unblock it after my return, was told they were closing the account in a month, no explanation, never received a letter to that effect, they told me they would resend the letter, two weeks later still no letter!!!! wtf guys, are you a bank or what
Offered me a 0% balance transfer, then suspended my account because I tried to do a balance transfer! I spent 30 minutes on the phone trying to find out what was happening and how to sort it. I now have to find a branch that hasn’t closed down to answer some questions about why I wanted to transfer a balance. I’ll have to take time off work and they just don’t give two sh**s.
Wouldnt help me after i got my money stolen and took 3-6 hours at a time to respond, so even though i started a conversation at 6am it still hadent been sorted by 9pm then they decided to cut me off. And left me on seen constantly for like an hour. Assholes
I've been a customer for 25 plus years the only time I've needed help from them with a fraud case and they gave the fraudsters their money! Avoid lloyds like the plague!
Issues with Switch Over Process and Poor Customer Service
I recently switched over and regretted it from the very beginning. I activated the card and set up the online app, but every time I tried to speak to someone, I was given a number to call instead. Apparently, the switch wasn’t completed properly, so I had to redo it after several attempts.
Now, I’m concerned because my direct debits are showing zero upcoming payments. I tried using the chat feature in the app, but it’s completely useless. The responses seem like canned replies from someone who has no understanding of banking, likely outsourced customer service. All they do is provide phone numbers to call, which defeats the purpose of having an in-app chat.
What is the point of this app chat if it’s so unhelpful? I sincerely regret switching over. If I had read reviews beforehand, I wouldn’t have made this mistake. Please sort out your app and customer service experience.
Spoke to a gentlemen called Patrick, took 30 mins to ask the call, couldn’t answer my query so he hang up the phone? Been with lloyds for almost 20 years, think it’s time to change..
Blocked my card and won’t unblock it unless I go into a branch all because I tried to buy crypto .
How do I go into a branch when they’ve all closed down I’m taking all my money and moving to another bank
It’s my money and I can do what I want with it
After experiencing a difficult time personally, Lloyds staff were very helpful, kind and thoughtful offering advice and a way forward when resolving the issues around payments. I emailed the CEO to express this. People complain alot these days but when you genuinely need help, it’s so nice when you find someone nice and willing to help. They’re a bank and people have to adhere with T&C,
Thank you to Emma and Kerry.
Getting it wrong is one thing, being totally oblivious to anyone who complains takes this Bank to a new level of abject failure. I would have much more faith putting any money in a shoe-box under the bed than let this bunch of amateurs look after my money. They are utterly appalling!
Day to day banking impossible because of over zealous fraud measures
Lloyds Bank has introduced a new fraud prevention policy, but unfortunately, they failed to communicate it clearly to their existing customers.
I recently made several large transactions to companies I’ve worked with before—amounts in the thousands—which went through without any issues. However, when I tried to make a smaller transaction of under £500, my card was unexpectedly declined and frozen.
Each transaction involved multiple layers of verification: logging into online banking, transferring online, confirming via the banking app, receiving and entering a text message code, and entering my banking password. You’d think this would be sufficient to prove the legitimacy of my activity—but apparently not.
When my card was blocked, I had to contact their fraud department. I then spent over 20 minutes going through fraud checks, during which they asked me to click on a link they sent via text to upload a photo of my driving licence or passport. This request feels contradictory to their usual advice, which warns customers to *never* click on links or provide personal information via such methods.
I understand the importance of fraud prevention, and I appreciate the efforts to protect customers. However, when basic day-to-day banking becomes this cumbersome and when I’m asked to share sensitive information (like my driving licence or passport details) in a way that goes against their own fraud prevention advice, it becomes frustrating and contradictory.
Lloyds needs to rethink how they implement and communicate these policies to avoid undermining customer trust and actually think about the service element instead of letting an over-zealous security lead run the bank.
Lloyds' handling of this situation has pushed me to begin the process of closing my accounts in favor of two other well-established banks. These banks not only have a stronger track record of managing risk and fraud but also deliver a far superior level of customer service.
Adding to the frustration, when I declined to upload my sensitive personal details via a questionable link, the only alternative offered was to visit a branch. However, with so many branches closed or operating under limited hours, this is hardly a practical solution. I was not told in the link how my data was going to be processed - in the UK? On a server abroad? There was no option not to upload it, not even through their app!
It’s disappointing to see a bank prioritising rigid processes over customer convenience, especially when there are better options out there that balance security and service more effectively.
I wish to thank and compliment Lloyds bank for my new Debit card
Their decision to print my details on the back of the card is welcomed
I can now read the details better and is clearer
The card came on time and I did not have to wait long
Thanks
Sylbert
Today I received a strange phone text purporting to be from Lloyd's Bank. (Currently i am NOT a Lloyds customer BTW, but i did have a lloyds account about 20 yrs ago) Worried that the text might be a scammer I rang Lloyd's telephone support. It took 20 mins to speak to someone. When trying to explain my issue, the agent then proceeded to request from me all manner of personal details. At this point I was spooked. In an effort to avoid being scammed I was now speaking to someone who wanted me to reveal ALL of my personal details. This I was uncomfortable with and told the agent so. The agent then placed me on hold, and DID NOT RETURN. I rang off. Tomorrow I will visit a Lloyds Bank high Street branch to discuss the rogue text issue. If the branch say to me that they cannot help and that I should ring telephone support, then I'm pretty much back to square one.
What a disappointing service. I'm so glad I don't bank with them anymore.
I have just spent over an hour setting-up Mobile Banking with LBG. Only to be told the ID's, chosen by myself were incorrect when I tried to log-on...Aargh!
Their Telephone Banking has no staff, it appears, as one has to wait in excess of 30 minutes to talk to a human (just the one, one wonders!) I was informed I could not set-up savings accounts without their Internet banking. To add insult to injury, their telephone robot explained it would be so much easier to set-up Mobile Banking because of the long queues on the phone
Zero out of ten Lloyds!!!! 😡
I would like to say a big thank you to the lovely lady (Bav) at Wigston Lloyds. Me and my son were in there quite a long time as it was a bit complicated and she was calm and patient as the queue started behind us. She was very kind and said not to worry some things take longer. I’ve been with Lloyds for years now and this is the reason why.
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