Lloyds Bank has outlined its account regulations that affect all customers after a customer complained about what they thought was an excessive wait time to access a service.
Customer complaint over statement delays
The customer reached out to Lloyds over social media after being informed it would take 48 to 72 hours to produce an online statement for their account. They questioned the rationale behind this timeframe. The bank replied: “Statements are generated as per their scheduled dates, however, when requesting an up-to-date statement they do take time to generate. This is a standard timeline for it to show in digital inbox.”
Unsatisfied with this explanation, the customer continued: “And there’s no way to print a current view for savings accounts? What if someone needs it urgently?”
Lloyds explains security measures
Lloyds attempted to provide further clarification. The savings giant told the dissatisfied customer: “Statements aren’t instant screen prints, they’re securely generated and checked for accuracy, so they take 48–72 hours to appear in your digital inbox. If you need transaction details urgently, you can view them straight away in internet or online banking.”
However, the customer responded to say this process was “still extremely inefficient”. They clarified that in their situation they had been waiting nearly 72 hours to receive the requested statement. They asked: “Can this be escalated? How can I make a formal complaint?”
Lloyds responded: “Sorry you haven’t received your statement yet. If it hasn’t arrived in your digital inbox after 72 hours, you can raise complaint using the link below.” They provided a link to a page on the Lloyds website where customers can file a complaint.
How to access your statements
Customers with Lloyds can access their statements via online banking or through the mobile app. Statements can also be saved as a PDF or printed off for records. Alternatively, customers can order a paper statement, which will be sent out within 10 working days. Further details on how to access statements can be found on the Lloyds website.
