Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Blind or partially sighted
Support to help make banking easier if you are blind or partially sighted.
Accessible formats and online forms
Accessible statements and letters
We can send you statements and some of our letters in:
- Braille (Unified English Braille).
- Large print (Arial font size 20).
- Audio CD.
- Coloured paper or different font sizes.
For current and savings accounts, Easy Read bank statements are available too. These use pictures and simple words to help you.
We can also give you large print cheque books.
Just let us know in branch or over the phone. Or you can update your accessibility options in the 'Profile and settings' menu in Internet Banking or our Mobile Banking app.
We'll aim to send you everything in the format you choose. If you get something that isn't, give it back to us and we’ll get it transcribed for you.
Online forms
We give additional guidance where applicable in our online forms to help you complete them. Some of our forms time out when you haven't used them for a while. We do this to keep your details safe. We'll give you a 20 second warning if this is about to happen, otherwise it could mean you lose what you've already done. If you're using our Mobile Banking app, you can set how long it is before your app times out.
Using your card
At a Cashpoint®
Our Cashpoint® keypads and screens are easy to use. There are raised dots on the number 5 of the keypad so you can feel where the numbers are. Use your hand to keep your PIN safe.
You can also select the audio function (Talking ATMs) on our Cashpoints. Just plug in your standard headphones to hear what's on the screen. Our older machines may not have this service, but we are working to update them.
Ask any one of our branch team or call us to find your nearest Talking ATM.
Making a payment
If you find it difficult to use or remember your PIN, you can:
- Get a chip-and-signature card, just call us or ask in branch for one.
- Use a contactless card to buy items up to £100.
- Use a smartphone for contactless payments, using Apple Pay or Google Pay.
Trusted Person Card
If you need some support but don’t want to hand over control of your finances, we also offer the Trusted Person Card. This is a debit card linked to your personal current account. You can give it to someone you trust to shop for essentials or withdraw money from a Cashpoint® on your behalf.
Managing your account online or via our Mobile Banking app
Our Mobile Banking app can help you manage your account in a way that suits you. It has features such as:
- Card freeze - freeze your transactions and limit your account abroad.
- View card details - view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
- View card PIN - if you find it difficult to remember your PIN, you can look it up in our app.
- Pay in a cheque in our app – save a trip to branch (up to £5,000 per cheque and £5,000 total per day).
- App notifications - get alerts to keep track of your spending and money paid in and out of your account.
- Fingerprint or Face ID - Log on securely without needing your password.
- Payment confirmation - when you make a payment using your app, you can share the receipt once the payment has been sent.
There are also more ways of staying in control of your spending using Internet Banking or our Mobile Banking app.
Calling us
If you find it hard to remember your password we can help:
- You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you’re eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
- Call us from our Mobile Banking app, using your registered mobile number. You’ll already be securely logged on, so there's no need to remember any passwords.
Visiting our branches
Appointments
If you have an appointment with us, we can make it easier for you:
- We can arrange for Deaf and blind manual interpreting for your appointment, just ask when you book.
- We can arrange longer appointment times for you. We'll take the time to explain things and make sure you understand.
- You can have your appointment in a private and quiet meeting room.
- If you have a support worker, they are welcome to come to your appointment with you.
- You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
- Some appointments can also be done from your home by video call.
Equipment available
If you find it hard to use your hands, sign your name or read information, these are some things that may help. Just ask one of our branch team:
- Easy grip pens
- Signature stamps can be ordered
- Cheque book templates can be ordered
- ID verification letters - prove who you are without a signature can be ordered
- Magnifying sheets
- Coloured acetate sheets. Some colours are held in branch and others can be ordered
Sunflower Lanyards
We know that not all disabilities and long term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one, we'll know that you might need a little more help.
Branch Finder and Mobile Branches
If you’re visiting a branch, check our Branch Finder page first. This shows you the facilities and accessibility services we have at each branch. In some areas, we also have Mobile Branches which may suit you better. We also welcome assistance dogs in all our branches.
Post Office® banking
You can use the Post Office® to deposit and withdraw cash, just as you would at any Lloyds Bank branch. You can also check basic account information, such as your balance.
Further support
Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.
To use our Mobile Banking app you need to have a valid phone number registered to your account. Available to UK personal Internet Banking customers and Internet Banking customers with accounts held in Jersey, the Bailiwick of Guernsey or the Isle of Man. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.
Blind or partially sighted
Support to help make banking easier if you are blind or partially sighted.
Accessible formats and online forms
Accessible statements and letters
We can send you statements and some of our letters in:
- Braille (Unified English Braille).
- Large print (Arial font size 20).
- Audio CD.
- Coloured paper or different font sizes.
For current and savings accounts, Easy Read bank statements are available too. These use pictures and simple words to help you.
We can also give you large print cheque books.
Just let us know in branch or over the phone. Or you can update your accessibility options in the 'Profile and settings' menu in Internet Banking or our Mobile Banking app.
We'll aim to send you everything in the format you choose. If you get something that isn't, give it back to us and we’ll get it transcribed for you.
Online forms
We give additional guidance where applicable in our online forms to help you complete them. Some of our forms time out when you haven't used them for a while. We do this to keep your details safe. We'll give you a 20 second warning if this is about to happen, otherwise it could mean you lose what you've already done. If you're using our Mobile Banking app, you can set how long it is before your app times out.
Using your card
At a Cashpoint®
Our Cashpoint® keypads and screens are easy to use. There are raised dots on the number 5 of the keypad so you can feel where the numbers are. Use your hand to keep your PIN safe.
You can also select the audio function (Talking ATMs) on our Cashpoints. Just plug in your standard headphones to hear what's on the screen. Our older machines may not have this service, but we are working to update them.
Ask any one of our branch team or call us to find your nearest Talking ATM.
Making a payment
If you find it difficult to use or remember your PIN, you can:
- Get a chip-and-signature card, just call us or ask in branch for one.
- Use a contactless card to buy items up to £100.
- Use a smartphone for contactless payments, using Apple Pay or Google Pay.
Trusted Person Card
If you need some support but don’t want to hand over control of your finances, we also offer the Trusted Person Card. This is a debit card linked to your personal current account. You can give it to someone you trust to shop for essentials or withdraw money from a Cashpoint® on your behalf.
Managing your account online or via our Mobile Banking app
Our Mobile Banking app can help you manage your account in a way that suits you. It has features such as:
- Card freeze - freeze your transactions and limit your account abroad.
- View card details - view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
- View card PIN - if you find it difficult to remember your PIN, you can look it up in our app.
- Pay in a cheque in our app – save a trip to branch (up to £5,000 per cheque and £5,000 total per day).
- App notifications - get alerts to keep track of your spending and money paid in and out of your account.
- Fingerprint or Face ID - Log on securely without needing your password.
- Payment confirmation - when you make a payment using your app, you can share the receipt once the payment has been sent.
There are also more ways of staying in control of your spending using Internet Banking or our Mobile Banking app.
Calling us
If you find it hard to remember your password we can help:
- You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you’re eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
- Call us from our Mobile Banking app, using your registered mobile number. You’ll already be securely logged on, so there's no need to remember any passwords.
Visiting our branches
Appointments
If you have an appointment with us, we can make it easier for you:
- We can arrange for Deaf and blind manual interpreting for your appointment, just ask when you book.
- We can arrange longer appointment times for you. We'll take the time to explain things and make sure you understand.
- You can have your appointment in a private and quiet meeting room.
- If you have a support worker, they are welcome to come to your appointment with you.
- You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
- Some appointments can also be done from your home by video call.
Equipment available
If you find it hard to use your hands, sign your name or read information, these are some things that may help. Just ask one of our branch team:
- Easy grip pens
- Signature stamps can be ordered
- Cheque book templates can be ordered
- ID verification letters - prove who you are without a signature can be ordered
- Magnifying sheets
- Coloured acetate sheets. Some colours are held in branch and others can be ordered
Sunflower Lanyards
We know that not all disabilities and long term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one we'll know that you might need a little more help.
Branch Finder and Mobile Branches
If you’re visiting a branch, check our Branch Finder page first. This shows you the facilities and accessibility services we have at each branch. In some areas, we also have Mobile Branches which may suit you better. We also welcome assistance dogs in all our branches.
Post Office® banking
You can use the Post Office® to deposit and withdraw cash, just as you would at any Lloyds Bank branch. You can also check basic account information, such as your balance.
Further support
Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.
To use our Mobile Banking app you need to have a valid phone number registered to your account. Available to UK personal Internet Banking customers and Internet Banking customers with accounts held in Jersey, the Bailiwick of Guernsey or the Isle of Man. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.