Important Information


Telephone transaction service

The automated Telephone Transaction Service is no longer available. To manage your Offset Saver account by phone, you can call our Customer Service Helpline and speak to one of our advisors. Telephone numbers and opening hours are available here.

To contact us by post please write to us at PO Box 1888, Andover SP10 9BF.

Tracing old C&G savings accounts

If you don’t ask us to carry out any transactions on a C&G savings account for a continuous period of three years, we’ll contact you to find out whether you want the account to remain active. If we can’t contact you or you don’t reply to our letter, we’ll treat the account as dormant.

To reinstate an account, you can call us or visit a Lloyds Bank branch. You’ll need to provide evidence of your identity. If you do have any information about the dormant account it will help us to trace it for you – the more information you can give us, the easier it will be.

Unclaimed dormant accounts

As time goes by, it's not uncommon for customers to forget about savings accounts which they have stopped using for one reason or another. At C&G, we want to ensure our customers are reunited with the funds in these forgotten or lost accounts.

If you believe that you, or perhaps a member of your family, may have held an account with C&G that's not been used for a long time, and so has become 'dormant', we can check the details for you and either reactivate it or advise you on the best alternative accounts available to transfer your money to.

Next steps

If you think you have a dormant account, or an entitlement to a family member's account, please visit any Lloyds Bank branch where a member of staff will be happy to help you. If you have a passbook for the account, statements or any other information, please take this with you, along with evidence of your identity, such as your passport or driving licence, and a utility bill.

Alternatively you can visit www.mylostaccount.org.uk where you can either complete an electronic account tracing form or download a dormant account tracing form from the site. If you download the form, please complete it and send it to:

Lloyds Bank
Ariel House
2138 Coventry Road
Sheldon
Birmingham
B26 3JW

Please remember that the funds in these dormant accounts will always remain your property (or that of your legal heirs) along with all interest accruing.


How do I make a complaint?

If there's something you're not happy with, you might want to make a complaint.

If there's a problem with the service you receive from C&G Savings, or with your C&G savings account itself, please follow these steps.

Step one.

First, please talk to us and let us know what the problem is. The chances are it can be sorted out quickly by a member of staff or the manager of the branch or part of the business you are dealing with – so please contact them first

If you have not been able to speak to the person you have been dealing with, you can call us on:

Savings – 0845 835 3855 (open Monday to Friday 8:45am–5pm)

We aim to resolve your concerns within 24 hours. Sometimes it may take longer to look into the matter fully. If this happens, we will let you know within five bank working days who will deal with your complaint.

Step two.

In the unlikely event that you remain unhappy or if things can’t be resolved straight away, please write to us at:

Lloyds Banking Group, Customer Relations, BX1 1LT

We’re committed to resolving complaints whenever possible through our complaints procedure. However, if the matter is still outstanding or can’t be resolved after eight weeks, we’ll issue a final response letter. This will entitle you to refer your complaint to the Financial Ombudsman Service within six months. This is an independent adjudicator who can investigate and make a decision about outstanding disputes.

The Financial Ombudsman Service.

The Financial Ombudsman Service (FOS) is an independent complaint resolution scheme, set up under the Financial Services and Markets Act, to resolve individual disputes between customers and financial services firms quickly and with minimum formality.

The FOS will ask you to follow the process explained in this document and bring your complaint to us before they will get involved themselves.

They can be contacted at: Financial Ombudsman Service South Quay Plaza 183 Marsh Wall London E14 9SR

Phone: 0845 080 1800
Email: complaint.info@financial-ombudsman.org.uk
For more information visit: www.financialombudsman.org.uk

If you go to the FOS, it doesn’t mean that you then cannot pursue your complaint through the court. You can. But following the complaints procedure set out by the Financial Ombudsman Service is usually a quicker option and it’s free.

Although you must go through the two step procedure before you ask the Financial Ombudsman Service to investigate a complaint, you can put enquiries to the FOS at any time.

Data Protection Act.

Under the Data Protection Act you have the right to obtain a copy of the personal information we hold about you. If you would like to see this, please contact the following (there is a charge for this service):

Data Protection Manager, Cheltenham & Gloucester plc, Barnett Way, Gloucester GL4 3RL

If you have agreed, we and other Lloyds Banking Group companies may contact you about products and services available from Lloyds Banking Group companies and from selected companies outside the Group, which we believe may interest you or benefit you financially. If you don’t want to receive this information from us, please contact your local branch or call us.

To find out more…

Visit any Lloyds Bank branch

Or call us on 0845 835 3855 (open Monday to Friday 8:45am–5pm)

Protecting your money