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.

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    Supporting the needs of all our customers

    If you have a current account with us, this table shows the key ways of supporting you when you need us.

    How we can help you if you are experiencing money worries

    How we can help you if you are experiencing money worries

     

     

    Dealing with the unexpected

    • We have dedicated teams to help with your money worries.
    • Our Money Health Check is a quick and easy way to test your money fitness and can give you tips on how to manage your cash.

     

    Additional help and support

    • We can put you in touch with a debt advice specialist who can help you manage your arrangements and find other sources of help.

    How we can help you deal with a major life event

    How we can help you deal with a major life event

     

     

    Contacting us

    • We offer a variety of ways for you to get in touch including our telephony service.
    • Our internet service provides lots of helpful information and is available 24/7.
    • What you will need to open a bank account.

     

    Specialist support

    • When you’ve lost someone close to you, our specially trained bereavement advisors in branch and on the phone will offer advice on what to do with your loved one’s accounts, how to pay bills and will talk you through the process.
    • Our Cancer Support Team – trained by Macmillan Cancer Support – can help if you or a loved one has been diagnosed with Cancer.
    • If you need help to manage your finances, we have a specialist team to help you appoint someone to manage your affairs.

     

    Bereavement

    • When you’ve lost someone close to you, organising their finances will be the last thing on your mind. We’re here to help with this difficult step. Our specially trained bereavement advisors in branch and over the phone can talk you through the process.
    • If accounts were held with other banks and you still need to notify them, you can use the free Death Notification Service.
    • You don’t need to do this for any accounts held with Lloyds Banking Group as we’ll automatically notify all of the following – Lloyds Bank, Halifax, Bank of Scotland, Scottish Widows, Clerical Medical and Birmingham Midshires.

     

    Other life events

    • If you’re going through a separation or divorce, we can offer practical help and guidance, along with financial planning to help with this next step in your life.
    • Being made redundant can be life changing. We can help you to find out your options and rights, as well as start planning for what comes next.

    How we can help you manage your day-to-day money better

    How we can help you manage your day-to-day money better

     

     

    Helping you understand your money

    • We provide statements in Easy Read format.
    • All the ways to do everyday banking with us, and how we make it easier for you.

     

    Helping you develop your financial skills

    • We want everyone to have the skills and opportunity to take part in the digital world safely and securely. So we've produced a map that lets you search for local face to face support that'll help you with digital skills training and financial education.

    Support you may find useful if you have a disability or a physical or mental health condition

    Support you may find useful if you have a disability or a physical or mental health condition

     

     

    Accessing cash

    • All our ATMs have audio capability for blind, partially sighted customers and those with learning disabilities.
    • We offer differing types of cards to help ranging from (chip & pin, signature or contactless cards.

     

    Using your account

    • Our websites are independently accredited for accessibility. We support a range of assistive technologies.
    • All the ways to do everyday banking with us, and how we make it easier for you.

     

    Accessing information

    • You can choose to log onto the Mobile Banking app safely and securely using your fingerprint or Face ID.
    • We can use your voice to identify you over the phone
    • We offer Sign video and webchat services.

     

    Allowing someone else to help you use your account

    • When you decide you need someone to help you manage your account and money matters, it can be hard to know where to start. With so many decision to make, we’ll make it easy and straightforward. We’ll talk you through the process and provide help on what to do.
    • There are a number of access types. We’ll make it easy for you to choose the one best suited for your needs.
    • We have a specialist team who are trained to support you now and in the future. For further advice and information, you can call us or contact the Office of the Public Guardian (Office of Care and Protection in Northern Ireland).

     

    Ways to interact with us

    • We offer a multi channel service, including remote advice; mobile branches, and telephony services.

    Find out more about our service quality information.

    Find out more about our service quality results.