Complaints and legal information

Financial Services Compensation Scheme

Important information about compensation arrangements

Your eligible deposits held by a UK establishment of Lloyds Bank plc are protected up to a total of £85,000 by the Financial Services Compensation Scheme, the UK’s deposit guarantee scheme. This limit is applied to the total of any deposits you have with the following: Lloyds Bank, Mayfair Private Banking, Lloyds Bank Private Banking and Scottish Widows Bank. Some savings accounts under the Charities Aid Foundation brand name are also deposits with Lloyds Bank plc. Any total deposits you hold above the limit between these brands are unlikely to be covered.

Please click How FSCS protects your money for further information or visit

You can also refer to our FSCS Information Sheet for more details.

Complaints Procedure

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of requests from customers than normal.  This means we are only able to respond to our customers who are in the most vulnerable situations at the current time. 

If this applies to you we’ll try to respond to you as soon as we can.  If this isn’t the case, it will take us considerably longer than normal.

Our priority is to provide you with a high level of customer service. If you have a complaint please let us know and we’ll try to provide a solution as quickly as possible.

How to contact us about your complaint:


UK callers: 0800 015 3149
International callers: 00 44 131 535 0460

Lines are open 9am to 5pm Monday to Friday.

Write to us

Scottish Widows Bank
PO Box 883

The Financial Ombudsman Service

If we’re unable to resolve your complaint to your satisfaction, your information will then be forwarded to our Customer Experience Team to review as a formal complaint and a full investigation will take place.

If you are dissatisfied with our response, you can ask the Financial Ombudsman Service for an independent review, free of charge. The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first and we’ll do all we can to help.

They can consider complaints about a wide range of financial matters — from insurance and mortgages to savings and investments.

Write to them at:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Email to:

Call them on:

0800 023 4567 (usually free from a fixed phone line); or,
0300 123 9 123 (charged at the same rate as numbers beginning ‘01’ or ‘02’ and usually included in inclusive minutes from a mobile phone).

Visit their website at: in a new window

If your complaint relates to one of our online accounts (Internet Saver or 3 Year (Personal) Fixed Term Deposit); you may be able to submit a claim through the European Online Dispute Resolution Platform if you live outside the UK or if you prefer not to deal directly with the Financial Ombudsman Service.

Visit their website at: in a new window

Contract Rights

This contract is between the applicant(s) and Lloyds Bank plc, trading as Scottish Widows Bank. The Terms of the Contracts (Rights of Third Parties) Act 1999 and any other legal third party rights are specifically excluded. This means that only the parties to the contract (or their legal successor(s), assignee(s) or other security holders) may have contractual rights.


Our deposit accounts and mortgages are only available to UK residents. We will normally require the applicant to have an existing UK bank account and provide us with suitable means of identification. For further details please contact our customer service team on 0345 845 0829, 8am to 6pm weekdays.

This website and any contract or legal agreement entered into or any dispute arising from this website shall be governed in accordance with the Laws of Scotland and shall be subject to the jurisdiction of the Scottish Courts.


Mortgages are available only to people aged 18 and over (21 and over for the Professional mortgage). All credit facilities are subject to status and validation. For mortgages we require security over the property. We strongly recommend that a suitable life policy/repayment vehicle be arranged by the applicant. Buildings Insurance for the reinstatement value will also be required. For your added security and to assist us in improving our service to you, telephone calls may be recorded or monitored. Recordings are retained for a short period of time only and are kept strictly confidential.



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