Hearing impairment or loss

For how we support customers who use sign language, please see our British Sign Language page.

Relay UK

This service allows you to contact us from a wide range of devices, which are explained on their site.

If you prefer, you can still contact us by textphone which will be diverted via the Relay UK service. For some services, this may mean you can contact us during longer opening times. The Relay UK service lets you have a typed conversation with us as normal. You simply dial 18001 and then the standard telephone number. You can also download the Relay UK app and make the call from your device. 

Find the full list of textphone numbers and opening times.

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, however we do not currently provide this in BSL format. 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.

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 too. You can often use the app to complete these security checks without needing to call.

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 but we have a process for doing this with our deaf customers. Alternatively, we can post you a special password, which takes a few days to arrive.

Other ways we may help in branch

  • 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. 

You can now also indicate your support options via the ‘Your profile’ menu in our Internet Banking or Mobile Banking app.

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.