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
bankingMobile
bankingContact details
24 hour help?
Telephone
Call us on
0345 3 000 000Internetbanking
Mobilebanking
Checking the balance and accessing a transaction history
24 hour help?
X
Telephone
24/7 for our automated service or 7am to 11pm Monday to Sunday to speak to an advisor
Internetbanking
*Not possible
Mobilebanking
**Not possible
Sending money within the UK
24 hour help?
X
Telephone
24/7 for our automated service or 7am to 11pm Monday to Sunday to speak to an advisor
Internetbanking
*Not possible
Mobilebanking
**Not possible
Setting up a standing order or new Bill Payment
24 hour help?
X
Telephone
Monday to Sunday
7am to 11pmInternetbanking
*Not possible
Mobilebanking
**Not possible
Sending money outside the UK
24 hour help?
X
Telephone
8am to 10pm Monday to Friday
8am to 4pm SaturdayInternetbanking
*Not possible
Mobilebanking
**Not possible
Paying in a cheque
24 hour help?
X
Telephone
Monday to Sunday
7am to 11pmInternetbanking
Not possible
Mobilebanking
**Not possible
Cancelling a cheque
24 hour help?
X
Telephone
Monday to Sunday
7am to 11pmInternetbanking
Not possible
Mobilebanking
Not possible
Cash withdrawal in a foreign currency outside the UK
24 hour help?
X
Telephone
Monday to Sunday
7am to 11pmInternetbanking
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 11pmInternetbanking
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 11pmInternetbanking
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 SundayInternetbanking
*Not possible
Mobilebanking
**Not possible
Reporting a suspected fraudulent incident or transaction
24 hour help?
√
Telephone
0345 600 4862
24 Hours Monday to SundayInternetbanking
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 11pmInternetbanking
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 11pmInternetbanking
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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Get more information.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
-
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
- 24/7 for our automated service or 7am to 11pm Monday to Sunday to speak to an advisor
Internet banking
- 24 Hours Monday to Sunday
Mobile banking
- 24 Hours Monday to Sunday
Accessing a transaction history
Telephone banking
- 24/7 for our automated service or 7am to 11pm Monday to Sunday to speak to an advisor
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 or new Bill Payment
Telephone banking
*Monday to Sunday
7am to 11pmInternet 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 4pmInternet 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 11pmInternet 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.
Our service availability may be temporarily affected by the Coronavirus outbreak. Get more information.
Calls and online sessions may be monitored and recorded.
Not all Telephone Banking services are available 24 hours a day, 7 days a week.
-
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 April 2021 and 30 June 2021
In the 12 months between 1 July 2020 and 30 June 2021
*Total number of incidents reported
In the 3 months between 1 April 2021 and 30 June 2021
4
In the 12 months between 1 July 2020 and 30 June 2021
7
23
Incidents affecting telephone banking
In the 3 months between 1 April 2021 and 30 June 2021
0
In the 12 months between 1 July 2020 and 30 June 2021
1
Incidents affecting mobile banking
In the 3 months between 1 April 2021 and 30 June 2021
0
In the 12 months between 1 July 2020 and 30 June 2021
0
Incidents affecting internet banking
In the 3 months between 1 April 2021 and 30 June 2021
0
In the 12 months between 1 July 2020 and 30 June 2021
1
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 https://www.lloydsbankinggroup.com/who-we-are/group-overview/complaints-data.html
The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about us at https://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.
-
What is the interest rate being charged on our products?
Product
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
Annual interest rate payable for unarranged overdrafts on 30 June 2021
Refused payment fee on 30 June 2021
Product
Classic Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Platinum Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Club Lloyds Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
27.5% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Club Lloyds Platinum Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
27.5% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Student Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
0.0%* - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Graduate Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Select Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Silver Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Gold Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Premier Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
39.9% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Club Lloyds Silver Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
27.5% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Club Lloyds Gold Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
27.5% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
Product
Club Lloyds Premier Account
Range of annual interest rates payable for arranged overdrafts on 30 June 2021
27.5% - 49.9%
Annual interest rate payable for unarranged overdrafts on 30 June 2021
0.0%
Refused payment fee on 30 June 2021
£0
*Over 98% of student overdraft limits are within the interest free amount with 0% EAR applicable to their whole limit.
How do our overdrafts compare?
A good way to compare the cost of our overdraft with other overdrafts or other ways of borrowing is to look at the APR. The APR shows the cost of borrowing over a year.
Information about overdraft pricing in the quarter from 1 April 2021 to 30 June 2021
Product
Advertised APRs during this period
Product
Classic Account
Advertised APRs during this period
39.9%
Product
Platinum Account
Advertised APRs during this period
67.7%*
Product
Club Lloyds Account
Advertised APRs during this period
29.9%*
Product
Club Lloyds Platinum Account
Advertised APRs during this period
58.1%*
Product
Student Account
Advertised APRs during this period
0.0%
Product
Graduate Account
Advertised APRs during this period
N/A
Product
Select Account
Advertised APRs during this period
54.4%*
Product
Silver Account
Advertised APRs during this period
55.8%*
Product
Gold Account
Advertised APRs during this period
58.7%*
Product
Premier Account
Advertised APRs during this period
69.7%*
Product
Club Lloyds Silver Account
Advertised APRs during this period
N/A
Product
Club Lloyds Gold Account
Advertised APRs during this period
N/A
Product
Club Lloyds Premier Account
Advertised APRs during this period
N/A
*The APR shown above includes the monthly maintaining the account fee, which is charged regardless of whether you use your arranged overdraft or not, and the interest free arranged overdraft amount for the account. The representative EAR (annual interest rate) for Select, Silver, Gold, Platinum and Premier is 39.9% variable, which is the same interest rate that applies to the Classic Account. The representative EAR (annual interest rate) for Club Lloyds and Club Lloyds Platinum accounts is 27.5% variable.
-
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 100% of customers;
- on average, in 0 days; and
- within 0 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/, 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 6 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 6% of customers;
- on average, in 2 days; and
- within 6 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 2 days; and
- within 5 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 published every quarter.
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
Q2 2021
Reports
Open Banking Performance Q2 (PDF, 338KB)
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.