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.

 

Coronavirus: help and support

Support for customers impacted by coronavirus (COVID-19)

As the impact of coronavirus is felt across the UK, you may have concerns about how it could affect you and your money.

Your peace of mind is still our top priority. So, we’ve put in place some additional support and information to help.
 

Bank securely from home with Internet Banking

The safest and easiest way to bank right now is through Internet Banking and our Mobile Banking app. Here are just some of the things you can do: 

  • View your balance and transactions at any time, using any device.
  • Pay bills and send money to people.
  • Manage your direct debits and standing orders.
  • Freeze transactions – using our app you can control how your cards are used, by freezing some transaction types.
  • Pay in cheques using our app – up to £500 per cheque, with a £1,000 daily limit.

We use the very latest security tech to help you stay safe online. And you’re always protected by our online and mobile banking fraud guarantee.

How are our services affected?

Telephony update

Due to the challenging times we’re all experiencing, we’re dealing with a much higher number of calls from customers than usual and our call waiting times are much longer. 

So we can support our most vulnerable customers, please only call us if your enquiry is urgent. 

You can still use our online and mobile banking services or self service.

Branches Update

Following the Government's confirmation of new measures to tackle Coronavirus we are aiming to keep as many of our branches open as possible, but have had to make some changes to opening hours and services.  Click on the links below to find out about our updated branch opening hours and temporary branch closures.

Update to our branch opening hours

Temporary branch closures

Managing your Money

There are quick links below to useful content and application processes that may help you manage your money.

  • We’re here to support you as much as possible with your finances during these challenging times. We know you might be worried about finding time to manage your money, and we’d like to reassure you that we’re committed to helping you, as you’re helping us. Although we encourage everyone to continue using our online services, we understand that you sometimes will need to speak to a person. So we’re giving you priority access to our call centre.  We’ve also listed a number of different ways that we can help you manage your money in these times.

  • £500 interest free arranged overdraft

    We have temporarily increased the interest free amount for arranged overdrafts on current accounts.

    From 9th April until 9th July 2020, the first £500 of your arranged overdraft will be interest free. If your arranged overdraft is lower than this amount, all of it will be interest free.

    You don’t need to do anything as we will automatically make this change. More information about overdrafts.
     

  • If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you can ask us for a payment holiday. If we agree, you won’t need to make the usual payments to your personal credit card for 3 months.

    To ask us for a payment holiday, please complete our credit card payment holiday form and we’ll take care of the rest for you. 

    If your payment is due now and you can’t make the minimum payment, we won't charge a late payment fee or remove any promotional interest rates in the short term.

  • If you need to increase your existing arranged overdraft limit, you don’t need to call us – you can apply online.

    • Using our mobile banking app, select ‘Overdrafts’ from your bank account menu and follow the on-screen instructions.
    • Using Internet Banking, just log on and select ‘More actions’ on the bank account that you have the arranged overdraft set up on. Then select ‘Overdrafts’ and follow the on-screen instructions.

     

    Please find more information about our Internet Banking or help on signing up.

  • If you want to apply for an overdraft, you can do this online.

    • Using our mobile banking app, select ‘Overdrafts’ from your bank account menu and follow the on-screen instructions.
    • Using Internet Banking, select ‘Our products and services’, then ‘Overdrafts’ and follow the on-screen instructions. 
  • To allow you to do more through your Mobile Banking App without having to visit a branch, we have increased the transaction limit for paying a cheque into your account via the app. The increase on each individual cheque is from £500 to £1,000, and the maximum daily limit of £1,000 per day to £2,000 per day.

    An easy guide of how to pay in a cheque.

     

  • If you need to increase your existing Credit Card limit, you don’t need to call us – you can apply using Internet Banking. 

    Using Internet Banking, just log on and select ‘More actions’ button next to your credit card, then select ‘Manage credit limit’. 

    To request a credit limit increase, you’ll need a payment history of at least six months on your account. We’ll only offer you an increase if we think you can afford it. You can ask to lower your credit limit at any time.

  • You can ask for a repayment holiday of up to 3 months without needing to speak to us. To ask for a repayment holiday, please complete our loans repayment holiday form and we’ll take care of the rest for you. 

    If your payment is due within the next 7 working days, you will still need to make this payment and any repayment holiday you are given will start the following month. If you have a joint loan, any repayment holiday will be given to both of you.

    We will charge interest during the repayment holiday which is added to the balance. 

    You will only be given a repayment holiday if your loan payments are up to date. If your loan is in arrears, we have other ways of helping you. Please visit our Money Worries page to find out more.

  • If you’re going to struggle to make your monthly mortgage payment because of COVID-19, you may want to consider a payment holiday. We can offer you a 3 month payment holiday on your mortgage. 

    To apply, please complete our simple Mortgage repayment holiday form and we’ll take care of the rest for you. 

    You can apply for a payment holiday: 

    • If you have a joint mortgage, and everyone agrees to the payment holiday.
    • If your mortgage payments are up to date, or if you are up to 2 months in arrears because of COVID-19 

    At the end of the payment holiday, we'll recalculate your monthly payments and the amount you owe will go up. That's because even though you miss payments due to the payment holiday, we will still add interest to your mortgage. You can find more information on ‘How will this impact my future mortgage payments?

  • If you need access to your savings held in a fixed term account, we will be waiving the charge. To access your savings please call us and we will arrange for your money to be moved into an account of your choice.

  • We’ve extended the length of time you can leave your property empty for.  Usually it shouldn’t be left empty for more than 30 days (60 days for some policies).  However, if your property is empty for longer due to the coronavirus outbreak (for example if you’re stuck abroad or staying with family) we will still cover your property for as long as it takes for the situation to be resolved.

  • From the 1st April you can spend up to £45 on your contactless debit or credit card. We’ve increased contactless payment limits in line with the national roll-out. 

How to stay safe from fraud

Remember, your money is safe in your account.

People are using the coronavirus outbreak as an opportunity to try new scams by email, call and text. They’re even using online marketplaces to sell goods like face masks and hand sanitisers that don’t exist.

If you get an email with a PDF or a link that offers advice or a cure for the virus, it’s likely to be a scam.

What you should do:

  • Don’t open emails if you don’t know who sent them.
  • Even if you know the sender, don’t reply if an email looks odd with spelling mistakes and a messy layout.
  • Don’t click on any links or attachments unless you know they’re safe.
  • Before you buy anything online it’s best to do some research and check reviews to make sure a seller is genuine.
  • Pay by card when you shop online - that way you protect your cash.

You can find out more on how to stay safe from scams on our Fraud Hub.

Frequent questions from our customers

We understand that this is a very confusing time, so we’ve answered some of your frequently asked questions to help make things simpler.

Coronavirus FAQs

Your Health & Wellbeing

On March 16th the UK Government announced social distancing measures for everybody, not just those who are experiencing symptoms of coronavirus and other illnesses. It’s currently uncertain as to how long this will last. This is unlike anything most of us have experienced before, and it can feel strange, confusing and overwhelming.

Many of us will be working from home or may even need to take time off work, which prevents us from having our usual daily interactions. This is bound to have an impact on our mental health. So what can we do to help ourselves and look after others during this time?

Our charity partner, Mental Health UK, has developed some useful tips and ideas to help people look after their mental health in such challenging times and some practical advice on how you can help your local community.

With our support, Mental Health UK has also launched a library full of tips and tools, to help parents, guardians, and carers have conversations about mental health with young people.

Telephone Banking

So that we can support those in the most vulnerable situations, please use the numbers below if your enquiry is urgent. Our call wait times are much longer than normal.

Call us on 0345 602 1997 (or +44 1733 347 007  if you’re calling from abroad) to access your accounts using our quick and easy 24/7 automated service and our advisers are available 7am to 11pm if you need to speak to someone. If you aren’t already registered, we can help you start the registration process to make it easy for you in the future.

You can call us on 0345 850 2808 to register for our voice ID service.

For urgent enquiries from Channel Islands or Isle of Man customers, please contact us.

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.