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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 times indicate how and when you can speak to a trained individual; automated services are also available.

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
contact your Relationship Manager Monday to Friday 9am to 5pm
Banking Online Download our mobile app for AppleOpens in a new window or AndroidOpens in a new window
Checking the balance and accessing a transaction history X 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 X Monday to Friday 7am to 8pm
Saturday 9am to 2pm
*Not possible Not possible
Sending money outside the UK X Monday to Friday 7am to 8pm
Saturday 9am to 2pm
*Not possible Not possible
Paying in a cheque X Monday to Friday 7am to 8pm
Saturday 9am to 2pm
Not possible **Not possible
Cancelling a cheque X Monday to Friday 7am to 8pm
Saturday 9am to 2pm
*Not possible Not possible
Cash withdrawal in a foreign currency outside the UK X 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 X 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 X 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 X Monday to Friday 7am to 8pm
Saturday 9am to 2pm
Not possible Not possible
Problems using internet banking or mobile banking X 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 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 X 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 X 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 1 October 2018 and 31 December 2018 In the 9 months between 1 April 2018 and 31 December 2018
*Total number of incidents reported 6 37
Incidents affecting telephone banking 4 26
Incidents affecting mobile banking 3 10
Incidents affecting internet banking 4 13

These numbers represent incidents affecting Lloyds Bank business current account holders as well as personal current account holders.

*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.

The speed of our Business Account opening process
*How quickly do we open business current accounts?

We give customers an account number and enable them to start paying into the account:
  • the same day, for 11% of customers;
  • on average, in 4 days; and
  • within 41 days for 99% of customers.

These figures are based on the time taken from our receiving all the information and documents we ask for at https://www.lloydsbank.com/businessaccountopeningguide/, in a case where we don’t need any further information or documents to open the account.

How quickly do we give customers a debit card?

Once an account is open, we give customers a debit card:
  • the same day, for 7% of customers;
  • on average, in 4 days; and
  • within 12 days for 99% of customers.
How quickly do customers get internet banking?

Once an account is open, customers have internet banking:
  • the same day, for 3% of customers;
  • on average, in 4 days; and
  • within 15 days for 99% of customers.
**How quickly is an overdraft available?

Once an account is open, the overdraft is available:
  • the same day, for 0% of customers;
  • on average, in 32 days; and
  • within 128 days for 99% of customers.

*Providing us with the information detailed in our account opening guide, and responding to any follow up questions as soon as you can, will help us get your account up and running as quickly as possible.

**We aim to approve all overdraft applications within 2 working days, depending on individual circumstances. Providing us with any requested supporting information as soon as you can will help us get your overdraft in place as quickly as possible (the time will be extended if additional security checks are required).

Where a customer has requested a future overdraft opening date this measure also includes that waiting time.

Please note these figures represent a small percentage of all overdrafts opened and existing customers are able to apply for overdrafts online in minutes with limits available immediately.

  • All measurements are in calendar days and so include weekends and bank holidays.
  • Account opening measurements start when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.
  • All other  measurements start from the point of account opening and end when the customer has received everything needed to access the service.
  • The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.
Replacing a debit card
How quickly do we replace debit cards which have been lost, stolen or stopped?

We replace debit cards:
  • the same day, for 0% of customers;
  • on average, in 3 days; and
  • within 7 days for 99% of customers.
  • All measurements are in calendar days and so include weekends and bank holidays.
  • Measurements start when the customer reports the card as lost, stolen or we stop the card for any other reason and a replacement card is requested. Measurements end when the customer has received their replacement debit card and, if applicable, their replacement PIN.
  • The 99% of customers measurement indicates that 99% of customers will receive their debit card and, if applicable, their PIN within this time
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.