Accessibility and disability

We are committed to providing all our customers with excellent service, whatever type of relationship you have with us. Most disabilities such as a learning disability may need no more specialised help than a positive and enlightened attitude from our colleagues.

However, there are a number of ways in which we have adapted our range of financial services to make them accessible to everyone. Most of our branches across the UK are open plan to make it easier for customers to find their way around. The majority have a reception desk with seating provided. Our staff are always on hand to discuss specific needs or answer queries. For more information read our accessibility policy..

We’re continually improving our branch environment to make it more accessible to customers with a disability. Adjustments we’re making include ramps, clearer signage and the installation of power-assisted doors.

A dedicated working party is looking to address any physical features which are causing accessibility barriers, and reasonable adjustments will be implemented in due course.

Call Assistance
At some branches, steps are unavoidable and a 'Call Assistance' bell system has been installed, so that a member of staff can be called.

Where branches have split-level banking halls, we provide internal ramps or wheelchair lifts.

Low-level counters and counter queue rails
Lower level writing surfaces are increasingly being provided at the counter and all branches have counter queuing rails.

Cash machines
Also incorporated is a review of the location of our cash machines, which, wherever possible, are being repositioned to enable wheelchair access. All the new cash machines, both in branch and off branch location, take ease of access into account.

Lloyds Bank welcomes guide dogs in all branches. There are also a number of other particular aids that we can offer:

  • Leaflets in large print, Braille or on audio tape. These can be ordered in branches to be sent direct to the customer.
  • Cheque book templates to simplify the writing of cheques.
  • Bank note guide to help identify the value of bank notes.
  • A raised dot on number 5 of the keypad to help identify surrounding keys.

You can contact us via Typetalk or by using BT Textdirect. This involves typing 18001 before the telephone number you want to contact. An RNID relay operator will join the line to convey messages.

All our branches have Induction Loops fitted in Secure Cash areas. Each branch also has a portable induction loop that can be used at any counter position or in a private interview room. Induction loops can be used with the T-setting on hearing aids to enhance sound.

We also offer an Interpreting Service, where we can arrange an interpreter for deaf, hard of hearing and deafblind customers. Just ask your local branch for details.

SignVideo provides our hearing impaired customers easy access to an online interpreter enabling them to communicate with us using sign language.
Find out more about SignVideo Interpreting Service

We know that many customers affected by dementia prefer to remain as financially independent as possible whilst ensuring there is the same protection from fraud and financial abuse in place.

At the same time, it is important to plan for the future to ensure that financial matters are managed in a way that you would choose them to be. Frequently, this is with someone close who can provide help and support.

Some of the ways we can help customers with dementia are:

  • We can provide Chip & Signature cards if you have trouble remembering a PIN.
  • We can ask alternative security questions when identifying you on the phone or in branch so that you have a better chance of remembering the answers.
  • We can offer longer appointment times to help explain things and ensure you understand them.
  • We will also offer follow up meetings if you need them to again ensure that you understand.
  • You can ask for a quiet area to do banking and have meetings so that you are not distracted by other customers.

Representative Access

Representative Access is the term used for allowing another person to administer your accounts on your behalf. There are a number of ways this can be organised but in a case where a customer has dementia, the most common route is through registering ‘Enduring Power of Attorney’ (EPA).

Once you have the representative access documentation, it's recommended to arrange an appointment in branch. We will need to meet with all the appointed representatives who will require access to the account. These visits can be arranged independently.

At the appointment it is important to bring along:

  • The original representative access document, or a properly certified copy
  • Documents to prove the identity of the person with dementia as well as the identity of the attorney such as a valid current passport and proof of address.

More Information

There is further information about dealing with Alzheimer’s and Dementia available on the website of the Alzheimer’s Society, our 2013 ‘Charity of the Year’.

To help make it easier for all our customers to manage their finances at their convenience, we offer a number of ways to access us as well as via our large network of branches across the country.

Internet Banking
Internet Banking keeps you in touch with your account(s) whenever you like. It's fast, convenient and easy to use every day.

To use the service, once fully registered, all you need is access to the Internet. Our Internet service is currently free of charge. We will let you know in advance if we intend to add any charges. There may be other costs or taxes imposed by third parties, such as your internet service provider, in connection with the Service. Please follow the link for more information about the terms and conditions of our Internet Banking service.

Other online services
You can also apply for a number of products online, including  Personal Loans and Credit Cards.

Telephone Banking
You can access and manage your accounts whenever you like with Telephone Banking.

Customers can use this service for everything from checking their balance and ordering a statement to arranging an overdraft. Arrangements can also be made for customers to pay bills and transfer money to other Lloyds Bank accounts.

To manage your money, please call PhoneBank® on 0845 3000 000. We're open 24/7. Our opening hours are 24 hours a day, 7 days a week. If you need to call us from abroad, or prefer not to use our 0845 number, you can also call PhoneBank® on 00 44 1733 347 007 (or 01733 347 007 if calling from the UK).

We’re committed to providing a website that is accessible to all of our customers and we work hard to make sure that this website is accessible and usable by people of all abilities.

How to get the most accessible experience from this website
Our website can be viewed on a range of different screen sizes and you can vary the test site using your browser. To help you find what you’re looking for, we have also included an A-Z and site map

Changing Settings
Using your web browser, you can change the size of text on this website. You can also make other helpful changes in your browser, as well as within your computer generally. To find out what else you can do, visit My Web My Way (opens in a new window) on the BBC website.

Accessibility limitations
Due to certain constraints, we have had to include technologies and features that may cause accessibility issues. These include video content provided via a 3rd party  - Youtube.

A skip link is now present on the site and appears when a keyboard only user tabs on to it. At present the link does not work as expected on Internet Explorer 9. To overcome this please use the compatibility mode in IE as the skip link works as expected.

We are making every effort to overcome these limitations by improving their accessibility and failing that, provide accessible alternatives. 

Accessibility guidelines
We work towards AA level of the Web Content Accessibility Guidelines 2.0. These guidelines are the internationally recognised benchmark for building accessible websites and explain how to make websites more accessible for people with disabilities.

Equally important to us is that, by working to these guidelines, we also make our website more user-friendly for all our customers.

Web standards and technologies
We’ve built this website to conform to W3C standards for HTML and CSS and these technologies are used throughout the site. The site displays correctly in all popular web browsers, and degrades gracefully in older browsers.

This website also uses some Javascript, Flash and PDFs although these technologies are not relied upon and the website works perfectly well without them.

Further help and advice
If you have problems using a computer because of a disability or impairment then we recommend that you visit AbilityNet’s My Computer My Way web site which provides lots of advice on how to make your computer easier to use. AbilityNet are experts in the field of computing and disability and they provide a free service to individuals with disabilities to assess their computing needs (call AbilityNet free on 0800 269 545 for more information).

This accessibility statement was issued on 26/07/2012.