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 5pm

    Internet banking

    Mobile banking

    Download our mobile app for Apple or Android

     

    Checking the balance and accessing a transaction history

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet banking

    Not possible

    Mobile banking

    **Not possible

     

    Cancelling a cheque

    24 hour help?

    X

    Telephone

    Monday to Friday 7am to 8pm
    Saturday 9am to 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet banking

    Not possible

    Mobile banking

    Not possible

     

    Problems using internet banking or mobile banking

    24 hour help?

    X

    Telephone

    0345 300 0116
    Monday to Friday 7am to 10pm
    Saturday to Sunday 8am to 6pm

    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 Sunday

    Internet 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 2pm

    Internet 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 5pm

    Internet 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 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:

    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 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet 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 2pm

    Internet 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 between 1 January 2020 and 31 March 2020

    In the 12 months between 1 April 2019 and 31 March 2020

     

    *Total number of incidents reported

    In the 3 months between 1 January 2020 and 31 March 2020

    5

    In the 12 months between 1 April 2019 and 31 March 2020

    11

     

    Incidents affecting telephone banking

    In the 3 months between 1 January 2020 and 31 March 2020

    2

    In the 12 months between 1 April 2019 and 31 March 2020

    6

     

    Incidents affecting mobile banking

    In the 3 months between 1 January 2020 and 31 March 2020

    2

    In the 12 months between 1 April 2019 and 31 March 2020

    7

     

    Incidents affecting internet banking

    In the 3 months between 1 January 2020 and 31 March 2020

    2

    In the 12 months between 1 April 2019 and 31 March 2020

    7

    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 6% of customers;
    • on average, in 3 days; and
    • within 15 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 1% of customers;
    • on average, in 5 days; and
    • within 6 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 5 days; and
    • within 18 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 3 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

  • We publish reports to help you see how we are performing. They set out data on our uptime, downtime, response and error rates. They are usually published quarterly, but the first report only covers two weeks.

    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 2020

    Reports

    Period of Time

    Q2 2020

    Reports

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

Important Legal Information

Lloyds Bank is a trading name of Lloyds Bank plc, Bank of Scotland plc and Lloyds Bank Corporate Markets plc. Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no.2065. Bank of Scotland plc. Registered Office: The Mound, Edinburgh EH1 1YZ. Registered in Scotland no. SC327000. Lloyds Bank Corporate Markets plc. Registered office 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 10399850. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278, 169628 and 763256 respectively.

The products and services outlined on this site may be offered by legal entities from across Lloyds Banking Group, including Lloyds Bank plc and Lloyds Bank Corporate Markets plc. Lloyds Bank plc and Lloyds Bank Corporate Markets plc are separate legal entities within the Lloyds Banking Group.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS). Please note that due to FSCS and FOS eligibility criteria not all business customers will be covered.

Calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help improve our quality of service.

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.