If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

 

Deaf or hearing impairment

Signly browser extension

British Sign Language (BSL) users can download and install the free Signly browser extension from the Google chrome web store, the Microsoft Edge store and the Mozilla Firefox store.

Signly browser extension displays a sign language translation of Lloyds Bank website. The signing is pre-recorded, broadcast-quality, and signed by qualified sign language translators.

The extension keeps the BSL and English text synced. If a signed version of a page is not already available, users can then select to ‘Request BSL Translation’ and it will be signed and uploaded as quickly as possible.

The browser extension works with the latest version of the Chrome, Firefox and Microsoft’s new Chromium-based version of Edge.

The extension is completely free to Deaf users.

Web chat

You'll see web chat appear in more and more places on our website. A small box appears on your screen and asks if you want to chat to one of us. You just type in what you want to discuss with us, and the colleague at the other end replies. Web chat is a great way to bank online and talk to us at the same time. It's even better if you prefer not to use the phone, or can't get to a branch at the time.

Security checks

Sometimes we need to call you to carry out extra security checks. If a phone call isn’t suitable for you, our mobile app could be a good option.

For instance, when you set up someone new to pay using Internet Banking, we will call you to make sure it’s you. Our app has built-in extra security to keep your details safe and private. So, you can set up new payments in the app without us needing to call you.

There are other things that we need to confirm by phone too. You can often use the app to complete these security checks without having to listen or speak.

You need to be registered for Internet Banking to use the app. When you first set it up on your mobile device, that needs a phone security check too. So, we can either call you - or post you a special password, which takes a few days to arrive.

Calling us

If you have a Textphone, you can call us on any of our standard phone numbers using the Next Generation Text (NGT) service. For some services, this may mean you can contact us during longer opening times. The NGT service lets you have a typed conversation with us as normal. You simply dial 18001 and then the standard telephone number. If you prefer, you can still contact us by textphone.

Find the full list of textphone numbers and opening times.

If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online. Our BSL SignVideo service gives you a video chat link between you and one of our advisers. The service is open Monday to Friday 9am–5pm.

You'll find our SignVideo service on our website. There are instructions on how to use it, given in BSL on the same page as the video link. You can use SignVideo from your PC, tablet or mobile phone. (Network charges may apply.)

Visiting a branch

There are induction loop or voice enhancement systems available in our branches. You’ll see signs in each branch to tell you where they are, with instructions to switch your hearing aid to T. Some branches also have portable induction loops for you to use.

If you’d like to have a BSL interpreter with you in branch, we will arrange that for you. Please let your branch know in advance. They’ll discuss your needs and arrange an interpreter if this is right for you. Please give as much notice as you can. We'll then confirm the appointment and that an interpreter will be there.

If you prefer to bring your own professional interpreter, we will repay your costs up to £200 for each appointment. You can ask at the branch about the process for getting your money back.

Other ways we may help:

  • Quiet areas in branch
  • Colleagues who will lip-read when they can
  • Longer appointments so you don't feel rushed
  • Welcoming assistance dogs at all our branches

Please ask any of our branch team for any help that we may be able to offer.

Our promise

If you want to complain you can either go to your nearest branch or call us 0800 072 3572 or +44 1733 462 267 from outside the UK. Calls may be monitored or recorded.

If you have a hearing or speech impairment, you can also contact us by Next Generation Text (NGT) or Textphone.

How to complain

Important legal information

Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.