Total absence of customer service at a local level. The LLoyds centralised telephone service is about as user unfriendly as you can imagine. If you want to talk to your local branch over the phone - forget it. The idiot I spoke to would not set up a local branch appointment for me without talking to the account holder - my mother. I explained to him that my mother was dead ! Still he would not make an appointment for me and told me to visit the branch. I live 60 miles from the branch. Still he would not give me a phone number. See other reviews below of Lloyds with similar experiences. Lloyds management is clearly far too arrogant and blind to correct a woefully useless system.