Card readers
Accept card payments with our wide range of face-to-face solutions.
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:
How and when you can speak to a trained individual
24 hour help?
Telephone
Internet banking
Mobile banking
Contact details
24 hour help?
Telephone
Call us on 0345 072 5555
or
contact your Relationship Manager Monday to Friday 9am to 5pmInternet banking
Mobile banking
Checking the balance and accessing a transaction history
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
*Not possible
Mobile banking
**Not possible
Sending money within the UK, including setting up a standing order
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
*Not possible
Mobile banking
Not possible
Sending money outside the UK
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
*Not possible
Mobile banking
Not possible
Paying in a cheque
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
**Not possible
Cancelling a cheque
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
*Not possible
Mobile banking
Not possible
Cash withdrawal in a foreign currency outside the UK
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
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
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
Not possible
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
Not possible
Third party access to an account, for example under a power of attorney
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
Not possible
Problems using internet banking or mobile banking
24 hour help?
X
Telephone
0345 300 0116
Lines are open Monday – Friday 7am – 8pm and Saturday, 9am – 2pm. This is excluding bank holidays.Internet banking
*Not possible
Mobile banking
**Not possible
Reporting a suspected fraudulent incident or transaction
24 hour help?
√
Telephone
0345 600 4862
24 hours
Monday to SundayInternet banking
Not possible
Mobile banking
Not possible
Progress following an account suspension or card cancellation, e.g. following a fraud incident
24 hour help?
X
Telephone
Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
Not possible
Mobile banking
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
24 hour help?
X
Telephone
0800 056 0056
Monday to Friday 9am to 5pmInternet banking
*Not possible
Mobile banking
**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 BankingYou 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:
How to carry out common tasks
Telephone banking
Internet banking
Mobile banking
Checking the balance
Telephone banking
- *24 Hours Monday to Sunday
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
Accessing a transaction history
Telephone banking
- *24 Hours Monday to Sunday
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
Sending money within the UK
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
- 24 Hours Monday to Sunday
Mobile banking
**Not possible
Setting up a standing order
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
- 24 Hours Monday to Sunday
Mobile banking
Not possible
Sending money outside the UK
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
- 24 Hours Monday to Sunday
Mobile banking
Not possible
Paying in a cheque
Telephone banking
Not possible
Internet banking
Not possible
Mobile banking
- 24 Hours Monday to Sunday
Cancelling a cheque
Telephone banking
*Monday to Friday 7am to 8pm
Saturday 9am to 2pmInternet banking
- 24 Hours Monday to Sunday
Mobile banking
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.Operational and security incidents
In the 3 months from 1st April 2024 - 30th June 2024
In the 12 months from 1st July 2023 - 30th June 2024
*Total number of incidents reported
In the 3 months from 1st April 2024 - 30th June 2024
8
In the 12 months from 1st July 2023 - 30th June 2024
27
Incidents affecting telephone banking
In the 3 months from 1st April 2024 - 30th June 2024
1
In the 12 months from 1st July 2023 - 30th June 2024
1
Incidents affecting mobile banking
In the 3 months from 1st April 2024 - 30th June 2024
2
In the 12 months from 1st July 2023 - 30th June 2024
3
Incidents affecting internet banking
In the 3 months from 1st April 2024 - 30th June 2024
2
In the 12 months from 1st July 2023 - 30th June 2024
5
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
Complaints data
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/
Complaints data
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
Opening a current account with us
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
The speed of our Business Account opening process
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 1% of customers;
- on average, in 3 days; and
- within 7 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.
The speed of our Business Account opening process
How quickly do we give customers a debit card?
Once an account is open, we give customers a debit card:
- the same day, for 0% of customers;
- on average, in 5 days; and
- within 19 days for 99% of customers.
The speed of our Business Account opening process
How quickly do customers get internet banking?
Once an account is open, customers have internet banking:
- the same day, for 0% of customers;
- on average, in 6 days; and
- within 33 days for 99% of customers.
The speed of our Business Account opening process
How quickly is an overdraft available?
If a need for an overdraft is identified during the business current account opening process this will be progressed as a separate application, therefore not in scope of this measure.
*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.
- 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
Replacing a debit card
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 2 days; and
- within 6 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.
How to open a current account
You can open an account:
You can open an account:
without visiting a branch
in some cases
You can open an account:
where a visit to a branch is required, without an appointment
no
You can open an account:
by sending us documents and information electronically
in some cases
You can open an account:
by post
no
-
Every quarter we publish reports to help you see how we are performing. They set out data on our uptime, downtime, response and error rates.
To find out more about how we are doing, take a look at our Open Banking performance reports.
If you're more interested in the technical side, take a look at the Open Banking Standard pages.
Open banking performance
Period of Time
Reports
Period of Time
Q2 2024
Reports
Period of Time
Q2 2024
Reports
-
Find out about rules that make payments safer, with fair and consistent pricing when making payments in Europe.
These rules and protections apply to residents in the UK and European Union.
The requirement to publish the Competition and Markets Authority independent service quality survey results for business current accounts can be found here.
We don’t charge you for the Mobile Banking app but any applicable account transaction charges will still apply. You should also check with your mobile operator as they may charge you for certain services such as downloading or using the app. You will need a smartphone running iOS or Android.
The app is not compatible with some older versions of the operating systems – check the Apple App Store or Google Play for more details. Business Internet Banking registration required. Services may be affected by phone signal and functionality. Use of Mobile Banking is subject to our Business Internet Banking Terms and Conditions.
While all reasonable care has been taken to ensure that the information provided is correct, no liability is accepted by Lloyds Bank for any loss or damage caused to any person relying on any statement or omission. This is for information only and should not be relied upon as offering advice for any set of circumstances. Specific advice should always be sought in each instance.