The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.


About Us

In an increasingly digital world, Lloyds Banking Group is building its business and strategy with customer needs firmly at the centre. Responding to the changing pace of the digital landscape, we are working to build the bank of the future with colleagues, customers and communities in mind.

In order to truly understand customer needs and attitudes, we strive to use data for good. In partnership with academics, large corporates, social enterprises, charities and government agencies, we work to understand the UK’s digital capabilities so that we can partner with organisations and implement initiatives that will make a real difference. Lloyds Banking Group are proud to be partners of the Department for Digital, Culture, Media and Sport’s Digital Skills Partnership.

As part of our Helping Britain Prosper plan, we will train a further 1.8 million individuals, small businesses and charities in digital skills by 2020.

Creating the new Essential Digital Skills Framework

The new Essential Digital Skills framework is a significant evolution from its predecessor 'Basic Digital Skills'. Created in collaboration with over 400 cross-sector organisations, the new Essential Digital Skills framework reflects the skills needed to safely benefit from, participate in and contribute to the digital world of today and the future.

Key facts about the index report:

  • Annual behavioural study of 1 million consumers.
  • We speak to 2,700 consumers directly on the phone and data-match their behaviours with their attitudes.
  • 4,000 UK consumers are interviewed face-to-face to understand the digital skills they use day to day.
  • In total we speak to 9,000 consumers face to face or on the phone to understand how they feel and what they think.

How is the Consumer Digital Index used?

  • Underpins the Lloyds Banking Group Helping Britain Prosper plan to support digital capability across the UK.
  • The insight informs financial wellbeing and digital skills programmes, including our Digital Workshops, helping small businesses, charities and our network of 23,000 Digital Champions to support their local communities.
  • Used by corporates and practitioners to inform training provision – the study has underpinned the Google Garage proposition and informed HMRC’s colleague digital skills training.
  • Provides the insight that underpins the UK Government’s Digital Skills Partnership initiative with cross-sector partners.
  • The Department for Education is using the Basic Digital Skills framework to underpin a new adult digital skills entitlement, formally recognising that digital skills are just as crucial as numeracy and literacy.

Thoughts from our partners this year

City of London
Scope About disability
Tech Talent Charter

Lord Mayor of London

“In this digital age, technology and innovation continue to move at pace meaning that all of us need to improve our digital skills. The Essential Digital Skills Framework underpins this agenda by providing measurement through data, as well as a comprehensive understanding of our need for digital skills. We must work together to bridge the skills gap and ensure that we are all equipped for the future – both in the workplace and across society more generally.”

The Rt Hon Lord Mayor of the City of London, Alderman Peter Estlin


“At Scope we know that digital technology has the power to transform the lives of disabled people. This year’s Consumer Digital Index clearly demonstrates the work that needs to be done to make sure all disabled people are provided with the right skills to truly unlock the power of this technology. By working in partnership, and by Lloyds continuing to shine a light on what is and isn’t working for excluded disabled consumers, we can develop impactful policy and practice to make sure no one is left behind.”

James Taylor, Head of Policy, Public Affairs and Campaigns, Scope

Tech Talent Charter UK

“What’s exciting in the Consumer Digital Index is that it doesn’t just highlight problems, it is shows the beginnings of progress and outlines pathways to success. Up-skilling and equipping people digitally is a core challenge and opportunity for employers. It will not just improve their bottom line, it will benefit the communities and improve the lives of people they work with.”

Debbie Forster MBE, CEO Tech Talent Charter UK

With thanks to our partners

We would like to say thank you to all of our partners that we have worked with and that have contributed to this years Consumer Digital Index. We create the report with and for partners, and it wouldn’t be possible without them.

Address from Margot James, Minister for Digital and the Creative Industries

Hear from Margot James, Minister for Digital and the Creative Industries, Department for Digital, Culture, Media & Sport as she reflects on the importance of the Index over the years and how it is supporting government and their digital strategy across the various regions in the UK. Margot also highlights the importance of creating a workforce that is empowered by technology and how we can bring together partners to give everyone the confidence and opportunities to make use of digital and technology.

We are always looking for partners who are passionate about the agenda and data-driven change, as we are. Please get in touch with the Insights, Policy & Partnerships team at:

Tools and resources - what can you do to make a difference

Links to useful tools, reports and resources to help action key findings.

Regional and national findings and case studies

The Consumer Digital Index key findings are provided at a regional and national level as well as local case studies.

Download the report

Read the 2019 UK Consumer Digital Index report for full details.

Download report (PDF)opens in a new tab.