Lloyds Bank has clarified a 48-hour rule that applies to all accounts, following customer criticism over the time required to access certain services. The bank, which has branches in Birmingham, explained that generating an up-to-date statement can take between 48 and 72 hours.
Customer Complaint Triggers Explanation
A customer contacted Lloyds via social media after being told it would take 48 to 72 hours to generate an online statement for their account. They questioned the reason for this timeframe. The bank responded: "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."
The customer then asked: "And there's no way to print a current view for savings accounts? What if someone needs it urgently?"
Bank's Response on Urgent Requests
Lloyds, which competes with Santander, HSBC UK, NatWest, Nationwide, and others, said: "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 found this process "still extremely inefficient." They noted they had been waiting almost 72 hours for the requested statement and asked: "Can this be escalated? How can I make a formal complaint?"
Formal Complaint Process
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 a complaint using the link below."
This clarification comes as Lloyds also warns football fans about ticket scams ahead of the FIFA World Cup. New data from Lloyds reveals that football ticket scams increased by 36% during the current Premier League season.
