Coronavirus: help and support
We’re here to support you if you've been affected by coronavirus.
How our services are affected
-
If you do need to visit us in branch, please check our branch finder page for the latest opening hours before you visit.
The safest way to bank with us right now is from home using our Mobile Banking app or through Internet Banking.
To protect you, our colleagues and to keep everyone safe, we’ve put social distancing measures in place in all of our branches. When you visit, you’ll be asked to wear a face covering and if it’s busy you may need to wait outside. We’ll help you as quickly as possible and would like to thank you in advance for your patience.
Can we save you a trip? There are lots of ways to stay on top of your money that don’t involve going to a branch:
- On our app or Internet Banking – to stay on top of payments, you can manage direct debits and standing orders, pay a bill or person and even pay in a cheque on our app (up to £1,000 per cheque and £2,000 in total per day).
- Check your balance – you can check your balance online, by phoning telephone banking and using our automated service or at an ATM.
- Planning a move? To keep your moving plans moving, you can calculate your borrowing online, as well as speak to a Mortgage Adviser over video or phone.
- Need to manage your overdraft? Visit our overdraft hub.
- Applying for a loan? More information about loans.
- Need a home insurance quote? Visit our home insurance hub.
Don’t forget, you can also bank at your local Post Office. You can check your balance, take money out and pay cash or cheques into your current account.
- On our app or Internet Banking – to stay on top of payments, you can manage direct debits and standing orders, pay a bill or person and even pay in a cheque on our app (up to £1,000 per cheque and £2,000 in total per day).
-
Telephone Banking
So that we can support the people that need us the most, please only call if your enquiry is urgent.
If you need to speak to us, our call wait times are longer than we’d like but we’ll answer as soon as we can.
Useful phone numbers
- Call 0345 300 0000 (or +44 1733 347 007 if you’re calling from outside the UK), 24/7. If you need to speak to someone, our advisers are available 7am to 11pm.
- Call us from your Mobile Banking app.
For Channel Islands or Isle of Man customers, see our Lloyds Bank Islands page.
Bank securely from home
-
Support if you are struggling to make payments
Mortgage, Loan or Credit Card repayments
- If you need help with your payments, we have support options that could help.
Car Finance repayments
- Log in to your online car finance account to see what support is available.
Home Insurance payments
- Call us on 0345 122 1511. Lines open Monday – Friday, 8am-6pm, Saturday 9am-1pm.
Payment Protection Insurance
If you have Payment Protection Insurance you may be able to claim under your policy if you are unable to work due to sickness or unemployment. Our Payment Protection Insurance page has more details.
For Channel Islands or Isle of Man customers, see our Lloyds Bank Islands page.
-
If you are facing, or expect to face financial difficulties, we can help. Our Money Worries page provides support and guidance or you can get free independent advice. You can also speak to us.
Increase your overdraft limit
If you need to increase your existing arranged overdraft limit, apply online through Internet Banking or our Mobile Banking app.
- Internet Banking – select ‘More actions’ on the bank account that you have the arranged overdraft set up on. Then select ‘Overdrafts’ and follow the instructions.
- Mobile Banking app - select ‘Overdrafts’ from your bank account menu and follow the instructions.
Apply for an arranged overdraft
- Internet Banking - select ‘Our products and services’, then ‘Overdrafts’ and follow the instructions.
- Mobile Banking app - select ‘Overdrafts’ from your bank account menu and follow the instructions.
Find out how to register for Internet Banking or register now.
For Channel Islands or Isle of Man customers, see our Lloyds Bank Islands page.
-
You may have borrowing across a range of products such as mortgages, arranged overdrafts, loans, store cards and credit cards. So it’s important to regularly review your finances to make sure you’re managing your money as effectively as possible.
1. Combining borrowing to reduce monthly payments or the amount you pay overall
If you have a few borrowing products like store cards, credit cards, personal loans or arranged overdrafts, it may help to combine them into a single product with a single monthly payment. This could help you budget as you won’t need to worry about multiple payments and could reduce the amount you pay each month.
However, it’s important to understand how much interest you pay in relation to each as whilst combining all borrowing into one or extending a product term can sometimes reduce how much you pay each month, you could still end up paying more interest overall. That’s why it’s important to understand if any of these options are right for you.
Balance Transfer
- If you have multiple credit cards, it may help to keep all your credit balances in one place and transfer high interest balances to a card with a lower rate. There may be a fee to transfer. Find out more about balance transfers and how to balance transfer credit cards.
Debt Consolidation/ Additional borrowing
- Consolidating your debt under one loan may help as unlike a store card, credit card or arranged overdraft, a loan gives you a clear date when your borrowing will be paid off by.
- If you have larger borrowing needs to consolidate, you might be able to apply for additional borrowing on your mortgage with us. This means one monthly payment and a clear date of when your borrowing will be paid off. Information about additional borrowing.
2. Changing the term of your mortgage to reduce your monthly payment or pay off faster to reduce the interest you pay overall
You can ask to change the mortgage term from what we originally agreed with you if:
- You can afford to pay more and you’d like to pay off your mortgage sooner, reducing the interest you pay over the life of your mortgage. If you’re in a fixed term mortgage there may be early repayment charges, so you’ll need to consider this when choosing the best option for you.
- You want to reduce your monthly payments by extending your mortgage term. You’ll need to get our agreement to do this. Extending your mortgage term can reduce your monthly cost but repaying your mortgage over a longer period will increase the amount of interest you pay overall. Find out more about how you can manage your mortgage.
3. Switching to a new mortgage deal with a lower interest rate, to reduce the monthly amount you pay
You may be able to switch to a cheaper deal by applying for a Mortgage Product Transfer, early repayment charges may apply. Full details can be found on our switching deals page.
You could lose your home if you don’t keep up your mortgage repayments.
-
Making a claim for a credit or debit card transaction
If you’ve had a problem with a transaction on your account we recommend contacting the retailer first. If they can’t help and you’ve paid using your Lloyds Bank credit card, raise a claim. If you’ve paid using your debit card, call us on 0345 300 0000 (or +44 1733 347007 if you’re calling from outside the UK). Lines open 7am - 11pm, seven days a week.
Making a claim for a cancelled package holiday, flights or accommodation
If you’re struggling to get a refund from the travel provider, we may be able to help.
- If you paid with a Lloyds Bank debit card and use Internet Banking or our Mobile Banking app, find out if you're able to get a refund and raise a claim.
- If you paid with a Lloyds Bank credit card, by other means or are not registered for Internet Banking or our Mobile Banking app, use our Travel disruption tool for guidance on the options available to you.
-
The Lloyds Bank Academy can help you improve your online skills so you can make the most of the internet. Being online can help you stay better connected to friends and family, be more organised and make life simpler.
-
Your money is safe in your account. We’ll never call, text or email to tell you to move money to another account or ask for your banking details.
Fraudsters are using coronavirus to try out new scams. One of the things they’re doing is sending emails and texts that claim to be from the NHS. They may offer the chance to sign up for the vaccine and want you to click on a link. The page may look real but it’s a copy to try to scam you into giving your details. Remember, the vaccine is free and the NHS will never ask for a payment or for your banking details.
Here's how to protect yourself:
- Hang up the phone – Fraudsters can pretend to be your bank or other companies you trust. We’ll never call from the number on the back of your card. If you’re not sure who’s calling, hang up.
- Make sure it’s genuine – Even if you know who sent a message, be careful with one that arrives out of the blue. Check that it’s genuine before you reply. Call the sender on a number you trust, not one from an email or text.
- Click with care – Only click on a link in a message if you know it's safe and trust the sender. We’ll never send you a link to log on or to ask you to give your personal or banking details.
A few more tips to help you stay safe from scams:
- Protect your devices – Update all your devices as soon as updates are available. Know where your device is at all times and lock it when it’s not in use.
- Protect your passwords – Create a new, strong password for every account you use. It’s best to choose three random words and add numbers or special characters to make it hard to guess. And keep it private.
- Share with care – Take care with what you share on social media. Always keep your personal and banking details private.
Find out more about how to stay safe from scams.
Be ready for changes when you shop online
We’re adding an extra security step when you shop online, to check and make sure it's really you.
We can check by texting a passcode to your mobile, calling your landline or you can use our Mobile Banking app. Make sure you’ve given us your latest phone numbers so we can contact you, or your transaction will be refused. To find out more, see our support page for changes to shopping and banking online.
-
Get free help on how to use the internet Get free help on how to use the internet expandable section
We’ve teamed up with We Are Digital to help customers with little or no digital skills learn easy and safe ways they can get what they need online.
They offer free training and guidance on how to use the internet, including:
- Internet Banking - viewing your account balance & making payments
- Online food shopping
- Booking a doctor’s appointment
- Staying in touch with friends and family through video calls
To get help you can contact the Digital Helpline on 0345 222 0333 from Monday to Friday 9am – 5pm.
Those who are Deaf and use British Sign Language (BSL) can book a session using BSL SignVideo. Available on Safari, Chrome or Firefox web browsers.
Customers who have hearing loss or a speech impairment can use the service through Relay UK.
Remember, we’ll never get in touch to ask you to move money to another account, for your banking details or to take control of a computer. We Are Digital won’t do this either.
- Internet Banking - viewing your account balance & making payments
Other available support
Important 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.
Telephone calls may be monitored or recorded in case we need to check we have carried out your instructions correctly and to help us improve our quality of service. Not all telephone banking services are available 24 hours, 7 days a week. Please speak to an adviser for more information.