We’re here to sort it
If something hasn’t gone the way it should, we want to know. We’ll do our best to put things right quickly and fairly, and we take every complaint seriously. Your feedback genuinely helps us make banking better.
How to make a complaint
Choose the way that works best for you:
Email: complaints@lhv.com
Post: Complaints Team, LHV Bank, 1 Angel Court, London EC2R 7HJ
We’ll aim to acknowledge your complaint within 3 working days.
What to include
To help us get to the bottom of things faster, it’s useful if you can share:
Your name and contact details
A short summary of what went wrong, and when
How you’d like us to put things right
What happens next
Once we’ve got your complaint:
We’ll review it and keep you updated
We aim to send a full response within:
15 business days for most payment service complaints
Up to 35 business days if the issue is more complex
Within 8 weeks for all other complaints
If we need more time, we’ll explain why and let you know when you can expect to hear from us.
If you’re not happy with the outcome
If you’re not satisfied with our final response - or if 8 weeks have passed and things still aren’t resolved - you can ask the Financial Ombudsman Service (FOS) to take a look.
They offer a free and independent service. You’ll need to contact them within 6 months of our final response.
Write to:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Call:
0800 023 4567 (free from UK landlines)
0300 123 9123 (free from most mobiles)
Website: financial-ombudsman.org.uk
If you’d like, you can also read the FOS consumer leaflet online.
Need extra support?
If you have accessibility needs, language barriers, or anything else that might make it harder to raise a complaint, please let us know. We can offer support such as:
Clear, plain-language explanations
Help using our app or website
Extra time to respond or process information
Noting your communication preferences so we can tailor how we contact you
We’ll always do our best to make the process as easy as possible.
A few other things to know
Making a complaint won’t affect your legal rights
We keep your data safe and confidential, in line with UK data protection law
Our regulator
LHV Bank Limited (company number 13180211) is registered in England and Wales. Our registered office is 1 Angel Court, London EC2R 7HJ.
We’re authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the PRA, under FCA firm reference number 993767.
You can find us on the Financial Services Register.