A Lloyds Bank customer has raised concerns about receiving unwanted email notifications despite opting for paper correspondence.
The customer contacted the bank via social media to express frustration after setting their account to receive paper statements and communications.
They said the messages were unexpected given their chosen settings, adding: “You may use my email when I have an email address for you. Meanwhile stop it.”
The complaint highlights a wider issue for some banking customers who assume selecting paper-only communication will block all digital contact, only to find that certain notifications continue to be delivered.
Lloyds Bank responded by explaining how its notification system operates, saying some messages are treated differently from standard correspondence preferences.
A representative said that certain important alerts, including direct debit confirmations, may still be issued by email even when a customer has opted for paper statements and letters.
The bank stressed these alerts do not affect how official documents such as statements are delivered, which will continue to follow the customer’s selected preference.
Customers can manage many alerts through the bank’s mobile app, where a range of notification settings can be toggled on or off. Lloyds also directed users to guidance on its website explaining how to control push notifications sent to mobile phones or tablets.
Lloyds Bank explains email alerts policy after customer complains about unwanted messages
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According to the bank, alerts may be triggered in various scenarios, including when regular payments exceed typical amounts, when there are changes to a customer’s credit score, or when new cashback opportunities become available.
The customer said they had already reviewed the app in detail and switched off every available alert option, suggesting the emails were being generated outside the standard notification controls.
“Every setting is off so I ask again why do you waste my time with pointless emails?” they said.
Lloyds apologised and acknowledged the experience did not meet the standard customers would expect
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The bank said: “Some system emails can still be sent, but this isn’t the experience you’d expect.”
The response indicates certain system-generated messages may continue to be issued even when customers have disabled notifications, highlighting a gap between user-controlled settings and automated communications.
For customers, the situation underlines turning off alerts within the app may not fully prevent all types of emails, particularly those linked to transactional or system-level updates.
Lloyds Bank is currently offering £200 to new customers who switch to a Club Lloyds, Club Lloyds Silver or Club Lloyds Platinum current account, alongside up to £1,800 in cashback for those transferring their savings.
