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Service Quality Information for business current accounts

The Financial Conduct Authority requires us to publish the following information about our business current accounts.

The following contact times indicate only where you can speak to a suitably trained individual. This does not include any self service, automated responses or  online guidance.

How and when you can contact us to ask about the following things:

24 hour help?
Telephone Internet banking
Mobile banking
contact details
Call us on 0345 072 5555
or
where you have a named Relationship Manager contact them Monday to Friday 9am to 5pm
Visit our Banking Online page for more information or Login to Internet Banking Search for Lloyds Bank Business in the Apple App Store or the Google Play Store
checking the balance and accessing a transaction history No
Monday to Friday
7am to 8pm
Saturday
9am to 2pm
*Not possible
**Not possible
sending money within the UK, including setting up a standing order No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
*Not possible Not possible
sending money outside the UK No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
*Not possible Not possible
paying in a cheque No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible **Not possible
cancelling a cheque No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
*Not possible Not possible
cash withdrawal in a foreign currency outside the UK No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible Not possible
a lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible Not possible
a direct debit, or allowing someone to collect one or more payments from your account using your debit card number No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible Not possible
third party access to an account, for example under a power of attorney No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible Not possible
problems using internet banking or mobile banking No 0345 300 0116
Monday to Friday
7am to 10pm
Saturday to Sunday
8am to 6pm
*Not possible **Not possible
Reporting a suspected fraudulent incident or transaction Yes 0345 600 4862
24 hours
Monday to Sunday
Not possible Not possible
progress following an account suspension or card cancellation, e.g. following a fraud incident No Monday to Friday
7am to 8pm
Saturday
9am to 2pm
Not possible Not possible
account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available No 0800 056 0056
Monday to Friday
9am to 5pm
*Not possible **Not possible
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account, or queries you can raise in one of our branches.

*You can carry out this service by logging into your Internet Banking
**You can carry out this service by logging into your Mobile Banking

You can also visit one of our Branches to discuss these matters or any others in relation to opening or servicing your account – you can find your local Branch using our Branch Locator

How and when you can use your bank account to do the following things:

Telephone banking
Internet banking
Mobile banking
checking the balance
*24 Hours
Monday to Sunday
24 Hours
Monday to Sunday
24 Hours
Monday to Sunday
accessing a transaction history
*24 Hours
Monday to Sunday
24 Hours
Monday to Sunday
24 Hours
Monday to Sunday
sending money within the UK
*Monday to Friday
7am to 8pm
Saturday
9am to 2pm
24 Hours
Monday to Sunday
**Not possible
setting up a standing order
*Monday to Friday
7am to 8pm
Saturday
9am to 2pm
24 Hours
Monday to Sunday
Not possible
sending money outside the UK
*Monday to Friday
7am to 8pm
Saturday
9am to 2pm
24 Hours
Monday to Sunday
Not possible
paying in a cheque
Not possible
Not possible
24 Hours
Monday to Sunday
cancelling a cheque
*Monday to Friday
7am to 8pm
Saturday
9am to 2pm
24 Hours
Monday to Sunday
Not possible
Note: this is a list of common actions. It does not represent the full list of actions you can take in relation to your account, or actions you can take in one of our branches.

*Appropriate verification required
**This is not possible for new payees, however you can send money within the UK to existing payees via the Mobile Banking app.

You can also visit one of our Branches to discuss these matters or any others in relation to opening or servicing your account – you can find your local Branch using our Branch Locator

 

Information about operational and security incidents
We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

In the 3 months between 1st April 2018 and 30th June 2018
*Total number of incidents reported
19
Incidents affecting telephone banking
3
Incidents affecting mobile banking
3
Incidents affecting internet banking
13

*A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.

Complaints data
Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data.

The most recent summary is available at http://www.lloydsbankinggroup.com/our-group/our-customers/page/
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at http://www.ombudsman-complaints-data.org.uk/

Opening a current account with us
Go to Information about how to open a current account to find out how you can open an account, and what information and documents you need to give us to open an account.

To open any of our accounts, a new customer will need to provide us with the documents and information set out at https://www.lloydsbank.com/businessaccountopeningguide/. We may request additional information or documents in individual cases.
You can open an account:
  • without visiting a branch
in some cases
  • where a visit to a branch is required, without an appointment
no
  • by sending us documents and information electronically
in some cases
  • by post
no

The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found here.