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.

 

Service Quality Information for personal current accounts

The Financial Conduct Authority requires us to publish the following information about our personal 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 contact us to ask about the following things:

     

    24 hour help?

    Telephone

    Internet
    banking

    Mobile
    banking

     

    Contact details

    24 hour help?

    Telephone

    Call us on
    0345 3 000 000

    Internetbanking

    Mobilebanking

    Download our mobile app for Apple or Android

     

    Checking the balance and accessing a transaction history

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    *Not possible

    Mobilebanking

    **Not possible

     

    Sending money within the UK, including setting up a standing order

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    *Not possible

    Mobilebanking

    **Not possible

     

    Sending money outside the UK

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    *Not possible

    Mobilebanking

    **Not possible

     

    Paying in a cheque

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    **Not possible

     

    Cancelling a cheque

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    Not possible

     

    Cash withdrawal in a foreign currency outside the UK

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    Not possible

     

    A lack of funds: including unarranged overdrafts, payments we allow despite the lack of funds and payments we refuse due to lack of funds

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    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 Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    Not possible

     

    Third party access to an account, for example under a power of attorney

    24 hour help?

    X

    Telephone

    Monday to Sunday
    8am to 8pm (except Christmas Day)

    Internetbanking

    Not possible

    Mobilebanking

    Not possible

     

    Problems using internet banking or mobile banking

    24 hour help?

    Telephone

    0345 300 0116
    24 Hours Monday to Sunday

    Internetbanking

    *Not possible

    Mobilebanking

    **Not possible

     

    Reporting a suspected fraudulent incident or transaction

    24 hour help?

    Telephone

    0345 600 4862
    24 Hours Monday to Sunday

    Internetbanking

    Not possible

    Mobilebanking

    Not possible

     

    Progress following an account suspension or card cancellation, e.g. following a fraud incident

    24 hour help?

    X

    Telephone

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

    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

    Monday to Sunday
    7am to 11pm

    Internetbanking

    Not possible

    Mobilebanking

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

     

    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

    • *24 hours Monday to Sunday

    Internet banking

    • 24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday

     

    Setting up a standing order

    Telephone banking

    *Monday to Sunday
    7am to 11pm

    Internet banking

    • 24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday

     

    Sending money outside the UK

    Telephone banking

    *Monday to Friday
    8am to 10pm
    Saturday 8am to 4pm

    Internet banking

    • 24 Hours Monday to Sunday

    Mobile banking

    • 24 Hours Monday to Sunday

     

    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 Sunday
    7am to 11pm

    Internet banking

    Not possible

    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

    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.

    Information about operational and security incidents

     

    In the 3 months between 1 October 2019 and 31 December 2019

    In the 12 months between 1 January 2019 and 31 December 2019

     

    *Total number of incidents reported

    In the 3 months between 1 October 2019 and 31 December 2019

    2

    In the 12 months between 1 January 2019 and 31 December 2019

    9

    23

     

    Incidents affecting telephone banking

    In the 3 months between 1 October 2019 and 31 December 2019

    0

    In the 12 months between 1 January 2019 and 31 December 2019

    5

     

    Incidents affecting mobile banking

    In the 3 months between 1 October 2019 and 31 December 2019

    1

    In the 12 months between 1 January 2019 and 31 December 2019

    8

     

    Incidents affecting internet banking

    In the 3 months between 1 October 2019 and 31 December 2019

    1

    In the 12 months between 1 January 2019 and 31 December 2019

    8

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

  • How quickly do we open personal current accounts?

    We give customers an account number and enable them to start paying into the account:

    • the same day, for 96% of customers;
    • on average, in 0 days; and
    • within 2 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/accountopeningguide.asp, 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 0% of customers;
    • on average, in 5 days; and
    • within 8 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 32% of customers;
    • on average, in 2 days; and
    • within 4 days for 99% of customers.

    How quickly is an overdraft available?

    Once an account is open, the overdraft is available:

    • the same day, for 100% of customers;
    • on average, in 0 days; and
    • within 0 days for 99% of customers.
    • All measurements are in calendar days and so include weekends and bank holidays.
    • Account opening measurement starts when the customer has provided us with all of the documents and information we need and end 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 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.
  • Information about how to open a current account

    To open any of our accounts, a new customer will need to provide us with the documents and information set out at our account opening guide. We may request additional information or documents in individual cases.

    You can open an account:

    Information about how to open a current account

     

     

    without visiting a branch

    in some cases

     

    where a visit to a branch is required, without an appointment

    in some cases

     

    by sending us documents and information electronically

    in some cases

     

    by post

    no

  • These reports will help you to see how we are performing in Open Banking. 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 what we offer and how we are doing it, take a look at our Open Banking pages.

    If you're more interested in the technical side, take a look at the Open Banking Standard pages.

    Period of time

    Reports

    Period of time

    Q4 2019

    Reports

Find out more about how we can support you when you need us.

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