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.

    •  

    Frequently Asked Questions

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

    Cash Withdrawals

    Cheques

    Credit Card

    Loans

    Sending money outside the UK

    Branch

    Travel and holiday disruption

    Cancelled events

    Employee rights

    Payment Protection Insurance

    Support for customers in vulnerable situations

    Bereavement Support

    Cash Withdrawals

    • 1.
      Is it safe to withdraw money and pay with cash?

      To keep your money safe, we’d advise you not to carry large sums of money. A quick way to pay for your purchases is by using your debit card. 

      In line with the national roll-out, the contactless payments limit has been increased on your debit card to £45. The £45 limit increase may not be available in all shops, as not all systems have been updated yet, so it’s best to check with the retailer first. You can also use your debit and credit card for online purchases.  

      If you lose your card or if it is stolen, you can cancel your card and request a new one. You can freeze your card if you’ve temporarily misplaced it, with the handy Card Freezes feature on our Mobile Banking app. For added control, you can also choose how and where your card can be used.

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    Cheques

    • 1.
      Can I pay cheques in online?

      Yes you can. 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.

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    Credit Card

    Loans

    • 1.
      What should I do if I’m unable to keep up my repayments on a loan due to coronavirus?

      If you’ve been financially affected by the coronavirus (COVID-19) outbreak, you can ask us for a repayment holiday. A repayment holiday is subject to approval, but if accepted you won’t need to make the usual loan payments for up to 3 months.

      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 loan 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. If your payment is due now and you’re unable to make the payment, we won't charge you a fee.

      We can only give a repayment holiday if your loan payments are up to date or you have missed one payment due to coronavirus. If your loan is in arrears, we have other ways of helping you. Please visit our Money Worries page to find out more.

      Repayment holidays may not be right for everyone as we’ll extend the length of your loan at the end. This is so you can make up the payments you missed. We still add interest to your loan during the break. Because you’ll be borrowing for longer and interest is still charged, the amount you repay overall will increase.

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    Sending money outside the UK

    Branch

    • 1.
      Are branches still open?

      The Government’s guidance is to stay home, so thank you for using Internet and Mobile Banking whenever possible. It's the safest way to bank during the outbreak. If you need help to register and get set up, read our step–by–step guide. 

      To keep everybody safe, please only visit us in branch if what you need to do is really essential. If it isn’t essential please don’t visit for now. Our branches will open again fully, ready to help you, as soon as it is safe to do so. 

      We’re keeping as many branches open as we can, but in some cases, we may have to temporarily close a branch. To help you understand which branches are affected, we have listed them. 

      Most of our branches are open between 10am and 2pm Monday to Friday. We’ve taken the decision not to open branches at weekends. In addition we’ll not be operating any of our mobile branches until further notice.

      We’re currently working on updating our branch finder. While the branch finder is being worked on, you can find the opening times of your closest branch by typing the name of it into Google, for example ‘Lloyds Bank Bromley’. Please check Google before you make your way to your nearest branch.

      At the moment we can only help you with the below transactions in our branches:

      We can help with:

      At the moment we can’t help with:

      • Non-essential payments – for example paying money into accounts that isn’t to cover payments coming out.
      • Non-essential payments – for example paying money into accounts that isn’t to cover payments coming out.
      • Non-essential meetings.

      If you need a different, non-essential service, please use Internet and Mobile banking to bank from home, and stay safe. 

      You can also do your everyday essential banking at your local Post Office.

      You can check your balance, make withdrawals and pay cash or cheques into your current account at Post Office counters. Make sure you check their website for up-to-date information about opening hours. Please also only visit if it is essential. 

      Staying safe

      If you do need to visit a branch please follow the social distancing rules in place. We may ask you to wait outside if it’s busy to protect you and our colleagues.

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    • 2.
      How can I manage my money at home?

      If you’re worried about how to manage your money whilst in isolation or if your local branch is temporarily unavailable we can help. 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 online:

      • 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.

      You can feel safe, knowing you’re protected by our Fraud Guarantee and if you haven’t banked online with us before, you can Register now or find help with our Step by step guide to registering.

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    Travel and holiday disruption

    • 1.
      Will I get my money back if my trip is cancelled?

      Whether you’ve booked a package holiday, accommodation for your trip or simply a day excursion, we’ve set out if and how we might be able to help you obtain a refund below.

      Firstly we need to understand who cancelled your trip. Was it the retailer you booked with or did you decide to cancel a future booking yourself?

      I decided to cancel – If you chose to cancel your booking and the service was still available, then we may be able to help provided you followed the cancellation policy set out by the merchant. If you have followed the cancellation policy (including paying any cancellation fees) and have not got a refund that you are entitled to, then we may be able to help. Please be aware refunds may take longer than expected due to knock on impacts of coronavirus.

      The retailer/business cancelled – If the trip was cancelled by the merchant we may be able to help you, depending on why they cancelled your trip. Before contacting us, we recommend trying to resolve the dispute with the merchant first. In most cases you are entitled to a refund, however the merchant may offer you an alternative e.g. different dates or a credit voucher. If you are not happy with what is offered, then please use our travel disruption tool to see if we may be able to help. If you have accepted a voucher and are unhappy, please see our information on what to do here.

      Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their Coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you. 

      Lloyds Bank is not responsible for the content or function of third party websites.

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    • 2.
      My flight has been cancelled, will I get a refund?

      If your flight is cancelled, your airline should give you a refund and tell you how to apply for it. Or they may give you the option to re-book for a later date or offer a credit voucher. If the options don't suit you and they are unable/unwilling to refund you then please use our travel disruption tool to see if we may be able to request a refund on your behalf.

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    • 3.
      What are my rights if I paid for travel with a debit or credit card?

      You may be able to benefit from either chargeback (payment dispute) or Section 75 (credit card only). 

      Chargeback
      A chargeback is a scheme put in place to protect customers, also known as a payment dispute. It allows credit and debit cardholders the ability to request a refund through their card issuer in a number of different scenarios. This includes where you have not received what you have paid for. We as your card issuer will refund you and will then seek to claim the payment back from the original merchant. However, merchants can dispute the chargeback request and this may result in your account having the payment taken again.

      Chargeback rights cover the amount of the card transaction only, other losses cannot be claimed. A chargeback claim must also be made within a set time period. This is usually 120 days from the date of purchase, or from when the goods or services were expected to be received, though longer periods may apply in certain situations. Please use our travel disruption tool to see if we may be able to help you.

      Section 75 (credit card only)
      If you are struggling to get a refund that you are entitled to, and you paid using a credit card, you may be able to make a claim under Section 75 Consumer Credit Act 1974. 

      Section 75 covers most credit card purchases for goods or services over £100 and under £30,000. This means you may be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses. You can find out more about Section 75 and how to make a claim if you have a credit card with us.

      Please use our travel disruption tool to see if we may be able to help you.

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    • 4.
      How can I raise a chargeback from airlines or other travel providers?

      If a flight or holiday has been cancelled by your travel provider – e.g. the airline or travel agent, you should contact your travel provider in the first instance. You may be offered a refund, the option to re-book for a later date, or a credit note.

      Below are links to the web pages for the main travel providers used by our customers, which may help you further. We’ve also included the links for their Coronavirus web pages, however we suggest you ensure you look at information across all of their web pages to understand how they can best help you. 

      Lloyds Bank is not responsible for the content or function of third party websites.

      If your travel provider doesn’t offer a refund or the alternative is not suitable, or if you are struggling to make contact with your merchant you may be able to get a refund by raising a payment dispute (chargeback). Please use our travel disruption tool to see if we may be able to help.

      To raise a payment dispute (chargeback) the following information will be needed:

      1. The name of the merchant – e.g. your travel provider or airline the original transaction was made with;
      2. Details of the payment and description of the item/service and delivery date;
      3. The date the money was paid and whether this was in store, online or by phone;
      4. A written summary of the dispute may be requested. This should include details of attempts to resolve the dispute and any responses received.

      The payment disputes page offers more information, including how you can raise a payment dispute (chargeback) on your Lloyds Bank credit or debit card.

      If you chose to cancel your booking and the service was still available, then we may be able to help provided you followed the cancellation policy set out by the merchant. If you have followed the cancellation policy and have not got a refund that you are entitled to, then you may be able to raise a payment dispute (chargeback).

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    • 5.
      Can I claim under Section 75 if I paid for my trip with a credit card?

      If you are struggling to get a refund that you are entitled to, and you paid using a credit card, you may be able to make a claim under Section 75 Consumer Credit Act 1974. 

      Section 75 covers most credit card purchases for goods or services over £100 and under £30,000. This means you may be able to make a claim through us for the loss you have suffered. Section 75 rights are only available where the seller/provider has misrepresented something or if there has been a breach of contract. Depending on the circumstances, you may be able to claim a refund and potentially some consequential losses. You can find out more about Section 75 and how to make a claim if you have a credit card with us.

      Please use our travel disruption tool to see if we may be able to help.

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    • 6.
      Can I get a refund if I’ve already accepted travel vouchers?

      If you have already accepted travel vouchers and you are not happy with that, you may be able to get a refund instead. You will need to speak to your travel provider to see if they will issue you a refund as an alternative to your vouchers. 

      If your provider agrees to issue you a full refund, note it may take longer to process than usual. Please therefore wait 30 days from the request being accepted.

      If you struggle to come to an agreement with your provider, we may be able to help. 

      To contact our Disputes team, our telephone banking lines are open 7am -11pm, seven days a week.

      For credit cards: Call us on 0345 606 2172 or +44 1702 278 272 if you’re calling from outside the UK.

      For current accounts: Call us on 0345 300 0000 or +44 1733 347007 if you’re calling from outside the UK.

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    • 7.
      Is coronavirus covered under my travel insurance?

      When the Foreign and Commonwealth Office advises against all but essential travel to a region or country, you may be able to claim under the cancellation or travel disruption terms of your travel insurance policy. Every policy will be different so it’s important you check what cover you have and what you can claim. Some travel insurance policies may only allow you to claim for trips booked before the coronavirus situation arose. Do check that detail.

      If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please review the FAQs about the current account you hold or use the handy travel disruption tool to see if we can help you raise a refund. 

      Please note that if you opened one of the above accounts or booked travel after March 18th 2020 you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.

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    • 8.
      Am I covered by my travel insurance if I book a holiday now but then can’t go because of coronavirus?

      Many insurance policies will no longer cover coronavirus for future bookings. So if you have an existing travel insurance policy, check with your provider to see if they have introduced any restrictions. If you are looking for a new policy, check to see if disruption due to coronavirus is included in the cover you are buying. 

      It is still important to take out travel insurance when you book any trips to cover you for future events.

      If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please review the FAQs about the current account you hold or use the handy travel disruption tool to see if we can help you raise a refund. 

      Please note that if you opened one of the above accounts or booked travel after March 18th 2020 you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.

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    • 9.
      What if the Foreign and Commonwealth Office advice changes but I still don’t want to go?

      If there is no Foreign and Commonwealth Office warning in place for your destination when you are due to travel and your flights, accommodation, etc. are all running as normal, you are unlikely to get a refund if you don’t want to travel. Also, travel insurance is unlikely to cover ‘disinclination to travel’. 

      However, if you have received medical advice not to travel due to your health, or if you are in an ‘at risk’ group, you may be able to get a refund and/or claim on your travel insurance. Speak to your travel provider or insurer for more information. Otherwise check the terms and conditions to see whether you have the right to cancel and receive a refund.

      If you have one of the following accounts; Platinum Account, Premier Account, Gold Account, Silver Account, travel insurance is included as a benefit. Please review the FAQs about the current account you hold or use the handy travel disruption tool to see if we can help you raise a refund. 

      Please note that if you opened one of the above accounts or booked travel after March 18th 2020 you are not covered under the ‘Cancellation or curtailment charges and early return’ section in relation to coronavirus. However, AXA will continue to cover medical costs if you become ill in a country or region the Foreign and Commonwealth Office hasn’t advised against visiting.

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    • 10.
      What can I do if the travel company I booked with has stopped trading?

      During these difficult times, we’re here to help support customers who have been affected by travel providers that have stopped trading due to coronavirus. 

      In the first instance, please check the website or any correspondence from the travel provider, or their administrator to understand how to get a refund. 

      If you are still struggling to get a refund and you paid for your travel with a Lloyds Bank credit or debit card, you may be able to raise a claim either by filling out our online form, or by calling us.

      Stay Safe

      If you’re contacted about the company that has stopped trading, be aware that as Lloyds Bank, we’ll never ask you for your bank details. Sometimes there can be an increase in fraud attempts during these type of events

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    Cancelled events

    • 1.
      Am I entitled to a refund for cancelled events?

      If you’ve bought a ticket for a cancelled event from an official seller, you may be entitled to a refund from them. You may not get back any additional costs paid such as postage or booking fees. The same rule should apply to entry fees if you’ve paid to take part in an event or competition, such as a marathon or cycling race, but you’ll need to check with the event organiser’s terms and conditions.

      If you have bought tickets through a ticket reseller, you will need to check their terms and conditions to see if you will get your money back. Please consider these refunds may be taking longer than expected due to knock on impacts of Coronavirus. 

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    • 2.
      What if the event has been postponed?

      If the organisers are planning to move the date of the event, your tickets should be valid for the new date. If you can’t make the new date, you can request a refund from the ticket retailer, but you will need to check your booking terms and conditions.  Again, you are unlikely to get back any postage costs or booking fees. Refunds from ticket-reselling websites will also depend on their own terms and conditions. 

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    • 3.
      Can I get my travel and hotel costs back?

      If your event has been cancelled but you also booked travel and accommodation to attend, get in touch with the organisations you booked with to see whether the service is still available. You may be able to get a refund or rebook for a later date. 

      Packages with flights, hotels and event ticket included may be covered under your travel insurance.

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    • 4.
      Will I get my money back if I cancel my own event?

      Cancelling or postponing a personal event, such as a party or wedding, will depend on what agreements you have with your suppliers. Speak to your venue, caterers, etc. about your options. You may not get your deposit or other payments refunded if you cancel completely. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking.   

      If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.

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    • 5.
      What can I do if a supplier won’t give me the refund I’m entitled to?

      If you paid on a credit or debit card, you can raise a payment dispute. You can make a claim if you believe that you have paid for an item or service that has not been delivered or was not as described. You may be able to claim for refunds not received and where merchants aren’t following their terms and conditions. Find out more about payment disputes. 

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    • 6.
      If I paid on a credit card, am I protected?

      If you paid by credit card you do have some additional protection. Section 75 of the Consumer Credit Act makes your credit card provider jointly liable for any breach of contract. This could include event cancellation.  

      The item must be worth more than £100 and less than £30,000, and cover can also depend on whether the purchase was made for yourself or on behalf of someone else. You can find out more about Section 75 and how to make a claim if you have a credit card with us here.

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    Employee rights

    • 1.
      Coronavirus: what are my rights as an employee?

      Coronavirus is affecting workplaces across the UK. The current Government advice is that you should only go out to work if you absolutely cannot work from home.  Your employer may close your workplace completely. You may need to take time off due to sickness or to self-isolate.

      Changes at work can be unsettling, especially if you’re not sure what you’re entitled to. We’ve put together this information to help you understand your rights as an employee and what any changes could mean for your income. 

      The situation is changing quickly, so this information is based on what we know on 1 April 2020. It’s also important to say that this information is intended as a general guide. Your circumstances may be different and we would always advise you to seek formal legal advice if you are concerned. 

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    • 2.
      Will I get paid if I am ill with coronavirus or self-isolating?

      If you are off sick with coronavirus or need to self-isolate in line with government guidance, you may be entitled to Statutory Sick Pay (SSP).

      • You are entitled to SSP if you meet the eligibility conditions.
      • If you are an agency worker, you are also entitled to SSP if you meet the conditions.
      • SSP is currently £94.25 per week (increasing to £95.85 from 6 April 2020) and can be paid for up to 28 weeks. 
      • Normally, SSP is paid from the fourth day of absence, but it will now be paid from day one. 

      Your employer may also offer additional sick pay. You can find out by checking your employment contract, employee handbook, company policies or asking your HR department.  Remember to follow your workplace’s policy on notifying your employer that you are sick or self-isolating. If you are self-isolating, you can obtain a notification from NHS 111 online which you can use as evidence for your absence.

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    • 3.
      What are my rights if my place of work is closed?

      This will depend on your particular circumstances; however, as a general rule: 

      1. If you can work from home

      If your workplace is closed and you are able to work from home, it is likely to be reasonable for your employer to ask you to do so.  Where this is agreed, you should get your usual pay.  Your company may have homeworking policies which you will need to follow.

      If you have to work from home due to Coronavirus either because your workplace has been closed or you need to self-isolate, the Government have published guidance that employers can make tax free payments to their employees to cover any additional household costs that you have from working from home. 

      The additional household costs include payments such as additional electricity or heating and broadband charges (if you didn’t already have this and you had to have it installed in order to work). Your employer can pay up to £6 a week or £26 per month without you needing to provide any evidence. If your employer wishes to pay more than this, you’ll need to keep records to show the additional costs and supply these to your employer.

      You can find out more here.

      2. If you can’t work from home

      If you can’t work because your workplace is shut (not because you are ill or self-isolating) and it is not reasonably possible for you to work from home, you should normally still be entitled to full pay. This is because you are willing and able to work. This may not be the case if there is no contractual requirement to offer you work, for example, if you are a casual worker.

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    • 4.
      Can my employer ask me to take paid or unpaid leave or make me redundant?

      Employers may need to take measures to reduce payroll costs. You could be given notice that requires you to take holidays during the shutdown, or your employer may seek volunteers to take unpaid leave.

      If there is likely to be a long-term impact on business and a reduced need for staff when the workplace reopens, employers may begin consulting on making redundancies. However, your employer might try to come to an agreement with employees and their representatives on alternatives to redundancy, such as reducing working hours or pay/benefits. 

      If you and your employer both agree, your employer might be able to keep you on the payroll if they’re unable to operate or have no work for you to do because of coronavirus.  This is known as being ‘on furlough’.  You could get paid 80% of your wages, up to a monthly cap of £2,500. Find out more about this Coronavirus Job Retention Scheme.

      If you’re not eligible for furlough and your employer has no work for you, or you’ve been made unemployed, you may be able to claim on your Payment Protection Insurance, visit our Payment Protection Insurance page for details on how to contact us. 

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    • 5.
      Where can I get more information?

      For Government advice on coronavirus and what you need to do, including information on employment and support, visit: https://www.gov.uk/coronavirus

      ACAS offer free impartial advice to employers and employees. 

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    Payment Protection Insurance

    • 1.
      My working situation has changed, can I claim on my Payment Protection Insurance?

      If you’ve been made unemployed, or your employer has no work for you - and you are not eligible for the furlough scheme, you may be able to claim on your Payment Protection Insurance. 

      If your hours have been reduced due to Covid-19 you can also make a claim. This will be dependant on how many hours you worked previously and how many hours you are currently working. Visit our Payment Protection Insurance page for details.

      If you are self-employed and unable to trade, or have suffered a significant impact on trade due to coronavirus, please contact us.

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    • 2.
      I have taken a payment holiday. Can I still submit an unemployment or sickness claim?

      Yes, if you have taken a payment holiday for a mortgage, loan and/or credit card it would not affect your claim. If you are now unemployed or not due to receive payments through the government furlough scheme, please contact us so we can consider your claim. Visit our Payment Protection Insurance page for details on how to contact us. 

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    • 3.
      I can’t work as I have no child care, can I make a claim?

      Unfortunately this wouldn’t be classed as an accident/sickness or unemployment claim, so would not be covered. Please discuss with your employer whether they have alternative arrangements, or if they may put you on furlough.

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    • 4.
      I have an underlying health condition which means I need to isolate and cannot work. Can I submit a claim?

      If you cannot work from home and due to your condition you have been advised to stay at home and shield by the NHS, Government or your GP, you may be able to claim if you have Accident, Sickness or Disability cover.

      An unemployment claim can be made if; you have been made redundant, you are not being paid by your employer, or through the Government furlough scheme.

      If you are still employed your employer can apply for furlough on your behalf.

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    • 5.
      You are processing my claim but my payment is due, what can I do?

      If you are having difficulties making your repayments you may be able to arrange a repayment holiday whilst we process your claim. You can contact your lender who may be able to help in providing a payment holiday. If Lloyds Bank is your lender select the product below for more information.

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    • 6.
      I have an ongoing claim but I am unable to get the evidence that you would normally need due to Covid-19, what shall I do?

      Due to ongoing challenges we understand it may not be possible to get the required information in the typical format. Contact us to discuss alternative arrangements to ensure your claim is processed smoothly.

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    • 7.
      Are you in financial difficulty and struggling to make your premium payments?

      Contact us to discuss a payment holiday.

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    Support for customers in vulnerable situations

    • 1.
      Where can I get more information on support for extremely vulnerable people?

      Government guidance is available on shielding and protecting people defined on medical grounds as extremely vulnerable from coronavirus (COVID-19).

      You are able to register yourself or a family member as extremely vulnerable.  

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    • 2.
      How can I help vulnerable people who are self-isolating?

      There are ways we can help you help those most vulnerable with managing finances and their wellbeing. So even if you aren’t able to be there in person, you can still help them during this difficult time.

      See how you can support your family, friends or neighbours who are most vulnerable.

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    • 3.
      Where can I find the dedicated phone line?

      As our telephone lines are incredibly busy at this time and our call wait times are much longer than usual, we have made changes to prioritise those customers who:

      • are aged 70 or over
      • work for the NHS
      • have told us that they need some additional support.

      If you are aged 70 or over, you can find the dedicated number in either the letter or email we sent, or from one of our colleagues in branch. If you’re a nominated trusted person you can also ask for the number in branch. 

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    Bereavement Support

    • 1.
      I need to let you know that someone has passed away. How do I do this?

      We’re here to help to make the process as simple as possible.  The easiest way to contact us to notify us of a death is to use our online form. 

      Once we’ve received your notification we’ll freeze the accounts. Once you have a death certificate, we’ll still need you to get in touch so that we can help you with the next steps.

      If you already have a death certificate, please call our Specialist Bereavement Team and we’ll guide you through the next steps.

      We have more information on our dedicated bereavement page.

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