Complaints procedure

We are committed to treating complaints fairly, investigating them thoroughly and learning from outcomes. A complaint is any expression of dissatisfaction about our products, services, staff or processes.

You can complain by:

• ✓ Completing our online contact form — select the topic that best describes your issue
• ✓ Emailing helpdesk@lloydsmerchantbank.com with "Complaint" in the subject line
• ✓ Writing to: Complaints Team, Lloyds Merchant Bank, 25 Gresham Street, London, EC2V 7HN
• ✓ Calling 0370 000 0000 and asking to log a formal complaint
• ✓ Visiting a branch and speaking to a manager

Please include your name, contact details, account number (if relevant), and a clear description of what happened and what you would like us to do.

• ✓ Acknowledgement — we will confirm receipt, usually within five working days
• ✓ Investigation — a complaints handler will review your case and may contact you for more information
• ✓ Response — we aim to resolve complaints within eight weeks with a clear explanation of our findings
• ✓ Final response — if we cannot resolve your complaint within eight weeks, we will explain why and tell you about the Financial Ombudsman Service

If you are not satisfied with our final response, you may be entitled to refer your complaint to the Financial Ombudsman Service (FOS), an independent body that resolves disputes between customers and financial firms.

Website: financial-ombudsman.org.uk
Telephone: 0800 023 4567 (free) or 0300 123 9123

You must usually refer your complaint within six months of our final response letter.

If you are experiencing difficult circumstances — such as bereavement, illness or financial hardship — tell us when you complain. We will take extra care to communicate clearly and offer appropriate support.