Accessibility and disability
How we make things right for you, and easier for everyone
We want all of our customers to have an excellent service. So, you can expect equal access, facilities and treatment – in a way that’s just right for you.
We do lots of things to make sure this happens. Most of our branches are open plan so it's easy to get in and out, and to move around inside. Most of them also have a reception desk. You can sit down and speak to us about what we can do for you. Our staff will be able to answer your questions and help as best we can.
If you disclose a need or personal situation to us, we will explain to you how we’ll use the information you’ve given us, gain and record your consent to ask further questions and to record the information. We will ask you further questions about your situation, so that we can gain a clear picture and be able to signpost you to additional help and support.
We work with not-for-profit organisation Digital Accessibility Centre (DAC) to check that our websites and apps are accessible for all customers, in particular those with physical disabilities. Lloyds Banking Group has commissioned DAC to undertake annual accessibility reviews of our online websites and secure internet banking sites to make sure they are accessible to and useable by all our customers. The DAC testing process includes in excess of 100 hours of testing by disabled users, coupled with expert manual technical compliance review against level AA of the Web Content Accessibility Guidelines (WCAG 2.1).
We are also happy to give you any extra help to make things easier for you.
Ways you can bank with us
We are always trying to find new ways to make banking simple, and to give you more support should you need it. New technology is also regularly being introduced, making it easier for you to bank with us.
We try to make sure banking is easy for people of all abilities and needs and we'll gladly give you any support we can. It's the same if you have a disability or impairment, or would just like a bit of extra help.
If you have any reason at all to complain, we make you a promise: We will do our very best to put things right as soon as you get in touch. Where that’s not possible, we will make sure you have the contact details of the person or team dealing with your complaint.
If you want to complain you can do so securely using the online complaints form, go to your nearest branch or call us 0800 072 3572 or +44 1733 462 267 from outside the UK. Calls may be monitored or recorded.
If you have a hearing or speech impairment, you can also contact us by Next Generation Text (NGT) or Textphone. Go to How to complain for more details.
Important legal information
Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.
We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.