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.
|
|
24 hour help? |
Telephone |
Internet |
Mobile |
|---|---|---|---|---|
|
Contact details |
24 hour help? |
TelephoneCall us on |
Internetbanking |
Mobilebanking |
|
Checking the balance and accessing a transaction history |
24 hour help?X |
TelephoneMonday to Sunday |
Internetbanking*Not possible |
Mobilebanking**Not possible |
|
Sending money within the UK, including setting up a standing order |
24 hour help?X |
TelephoneMonday to Sunday |
Internetbanking*Not possible |
Mobilebanking**Not possible |
|
Sending money outside the UK |
24 hour help?X |
TelephoneMonday to Sunday |
Internetbanking*Not possible |
Mobilebanking**Not possible |
|
Paying in a cheque |
24 hour help?X |
TelephoneMonday to Sunday |
InternetbankingNot possible |
Mobilebanking**Not possible |
|
Cancelling a cheque |
24 hour help?X |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot possible |
|
Cash withdrawal in a foreign currency outside the UK |
24 hour help?X |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot 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 |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot 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 |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot possible |
|
Third party access to an account, for example under a power of attorney |
24 hour help?X |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot possible |
|
Problems using internet banking or mobile banking |
24 hour help?√ |
Telephone0345 300 0116 |
Internetbanking*Not possible |
Mobilebanking**Not possible |
|
Reporting a suspected fraudulent incident or transaction |
24 hour help?√ |
Telephone0345 600 4862 |
InternetbankingNot possible |
MobilebankingNot possible |
|
Progress following an account suspension or card cancellation, e.g. following a fraud incident |
24 hour help?X |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot 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 |
TelephoneMonday to Sunday |
InternetbankingNot possible |
MobilebankingNot 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. Click here for more information.
|
|
Telephone banking |
Internet banking |
Mobile banking |
|---|---|---|---|
|
Checking the balance |
Telephone banking
|
Internet banking
|
Mobile banking
|
|
Accessing a transaction history |
Telephone banking
|
Internet banking
|
Mobile banking
|
|
Sending money within the UK |
Telephone banking
|
Internet banking
|
Mobile banking
|
|
Setting up a standing order |
Telephone banking*Monday to Sunday |
Internet banking
|
Mobile banking
|
|
Sending money outside the UK |
Telephone banking*Monday to Friday |
Internet banking
|
Mobile banking
|
|
Paying in a cheque |
Telephone bankingNot possible |
Internet bankingNot possible |
Mobile banking
|
|
Cancelling a cheque |
Telephone banking*Monday to Sunday |
Internet bankingNot possible |
Mobile bankingNot 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. Click here for more information.
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 2020 and 31 December 2020 |
In the 12 months between 1 January 2020 and 31 December 2020 |
|---|---|---|
|
*Total number of incidents reported |
In the 3 months between 1 October 2020 and 31 December 20200 |
In the 12 months between 1 January 2020 and 31 December 20207 23
|
|
Incidents affecting telephone banking |
In the 3 months between 1 October 2020 and 31 December 20200 |
In the 12 months between 1 January 2020 and 31 December 20203 |
|
Incidents affecting mobile banking |
In the 3 months between 1 October 2020 and 31 December 20200 |
In the 12 months between 1 January 2020 and 31 December 20203 |
|
Incidents affecting internet banking |
In the 3 months between 1 October 2020 and 31 December 20200 |
In the 12 months between 1 January 2020 and 31 December 20203 |
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.
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 https://www.ombudsman-complaints-data.org.uk/
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.
|
Product |
Range of annual interest rates payable for arranged overdrafts on 31 December 2020 |
Annual interest rate payable for unarranged overdrafts on 31 December 2020 |
Refused payment fee on 31 December 2020 |
|---|---|---|---|
ProductClassic Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductPlatinum Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductClub Lloyds Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202027.5% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductClub Lloyds Platinum Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202027.5% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductStudent Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 20200.0%* - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductGraduate Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductSelect Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductSilver Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductGold Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductPremier Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202039.9% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductClub Lloyds Silver Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202027.5% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductClub Lloyds Gold Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202027.5% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
ProductClub Lloyds Premier Account |
Range of annual interest rates payable for arranged overdrafts on 31 December 202027.5% - 49.9% |
Annual interest rate payable for unarranged overdrafts on 31 December 20200.0% |
Refused payment fee on 31 December 2020£0 |
*Over 98% of student overdraft limits are within the interest free amount with 0% EAR applicable to their whole limit.
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.
|
Product |
Advertised APRs during this period |
|---|---|
ProductClassic Account |
Advertised APRs during this period39.9% |
ProductPlatinum Account |
Advertised APRs during this period67.7%* |
ProductClub Lloyds Account |
Advertised APRs during this period29.9%* |
ProductClub Lloyds Platinum Account |
Advertised APRs during this period58.1%* |
ProductStudent Account |
Advertised APRs during this period0.0% |
ProductGraduate Account |
Advertised APRs during this periodN/A |
ProductSelect Account |
Advertised APRs during this period54.4%* |
ProductSilver Account |
Advertised APRs during this period55.8%* |
ProductGold Account |
Advertised APRs during this period58.7%* |
ProductPremier Account |
Advertised APRs during this period69.7%* |
ProductClub Lloyds Silver Account |
Advertised APRs during this periodN/A |
ProductClub Lloyds Gold Account |
Advertised APRs during this periodN/A |
ProductClub Lloyds Premier Account |
Advertised APRs during this periodN/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:
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:
How quickly do customers get internet banking?
Once an account is open, customers have internet banking:
How quickly is an overdraft available?
Once an account is open, the overdraft is available:
How quickly do we replace debit cards which have been lost, stolen or stopped?
We replace debit cards:
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:
|
|
|
|---|---|
|
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 timeQ4 2020 |
ReportsOpen Banking Performance Q4 (PDF, 286KB) |
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.