If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

 

Help and guidance if you need to support or care for someone close to you.

We want to make it as easy as possible for you to care for and support someone close to you – especially during the current coronavirus outbreak.

Three ways we can help:

1. Help someone bank from home

If someone can't get to a branch, they can still manage their money over the phone or through Internet Banking and our mobile app. Here are ways you can help and instructions you can share with them.

2. Setting up a Power of Attorney

A Power of Attorney gives you the legal authority to deal with third parties such as banks or the local council on behalf of the person you’re trying to help. This is a safe way of allowing you to help someone manage their finances either before or after they lose mental capacity. 

3. Appoint a trusted person

You might have concerns about how you can safely support a family member or friend with managing their finances if they’re self-isolating. Getting third party access means that even if you’re away from the person you can still help them at this difficult time. 

1. Help someone bank from home

By phone

We have set up a dedicated phone number for customers aged 70 and over or who are listed as vulnerable.

Where can I find the number?
  • If someone you know is 70 or over, or listed as vulnerable – ask them to find the letter or email we’ve sent recently regarding this service. 
  • If you’re a nominated trusted person – you can ask in branch for the dedicated phone number.

Internet and Mobile Banking

Our online banking services are easy and safe to use from home. It’s possible to view balances and transactions at any time, pay bills and even pay in a cheque by taking a photo through our app.

We keep an eye on every account and warn about scams. But remember, it’s really important not to share password and banking details. Find out how to stay safe from scams on our new scam code page.

How to stay safe from scams

People are using the coronavirus outbreak to try new scams by email, call and text. We’ll never get in touch to ask someone to move money to another account, or for someone’s log on details. 

Helping our customers stay digitally connected

If someone you know is struggling to get online then our partnership with We Are Digital might be able to help. We’ve teamed up with We Are Digital to help people learn how to access essential services on the internet, whilst staying safe at home.
 
We Are Digital offer free training and guidance on how to use the internet. Topics include: online food shopping, booking a doctor’s appointment, using the NHS website, staying in touch with friends and family through video calls, as well as internet banking and more.
 
If you know someone that could benefit, ask them to contact We Are Digital on 0345 222 0333 from Monday to Friday 9am – 5pm. Remember, we’ll never get in touch to ask someone to move money to another account, for someone’s banking details or to take control of a computer and neither would We Are Digital.

2. Setting up a Power of Attorney

Power of Attorney

There are a number of different Power of Attorney and legal access documents available. It is therefore important to understand what type of access is right for you. In most instances you will need to contact the Office of Public Guardian to create a Power of Attorney and it can take some time for these documents to be issued.

3. Appointing a trusted person

Third party access

If one of our customers finds it difficult to get to a branch we can set up a trusted person to act on their behalf. This is also known as third party access. This person must be 18 or over. It can be a family member, friend or carer. The trusted person will need to come into a branch with suitable ID to confirm their identity. This can be a passport or driving licence.

The trusted person needs to ask for a third party mandate arrangement form. The form will need to be completed and signed by the account holder, before it is returned to us.  One of our branch colleagues will then phone the account holder to confirm they are happy for the third party access to go ahead.
Alternatively this can also be arranged over the phone with the help of one of our specially trained colleagues, but please be aware of scams and only give third party access to trusted people.

  • If someone you know can’t get to the branch but needs to make a bill payment or small cash withdrawal you can help them. Just come in and talk to our branch colleagues about how we can put this in place. We will need suitable ID from you so we can confirm who you are - such as passport or photo driving licence. The branch will then phone the account holder to make sure they know you and agree that you can act on the account holder’s behalf. We will need a valid phone number for the account holder on record to do this.

  • To protect you and our colleagues, we’ve put social distancing measures in place in our branches so you can bank with us safely. When you visit, we may ask you to wait outside if it’s busy and things may take a little more time to complete, but we’ll help you as quickly as we can, so please bear with us. Our branches will open again fully, ready to help you, as soon as it’s 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.

    We’ve made some changes to our opening hours and services we’re providing at the moment. Most of our branches are now open between 9:30am and 3:30pm Monday to Friday. To find out if your local branch is open and when please check our branch locator.

How can I decide which access type is right?

We have a handy tool available to help you decide which access is needed and to help you plan your next steps.  

Customer needs toolOur customer needs tool

Further Support

Are you worried about having a conversation about money?

It’s understandable that you might not feel comfortable talking about finances with your loved ones, especially during this current uncertain time. But it’s sometimes those conversations that are the most important ones to have. We are here to help you have those conversations.

You can find free and impartial money advice at the Money Advice Service.

1. Choose the right time and place.
If you want to have a deep and meaningful conversation about money, somewhere private with no distractions is best. You may want to schedule it in so that everyone has time to think about what they want to say.

2. Be open and honest.
To encourage the other person to open up, talk openly and honestly about your own views, strengths and weaknesses when it comes to money. This might mean allowing yourself to be vulnerable and admitting something you struggle with such as budgeting or checking your bank statements.

3. Practice ‘active listening’.
During some conversations we’re busy thinking about what we’re going to say next. This might mean the other person doesn’t feel heard, and that you may miss important points. Try to really listen to everything that’s being said without interrupting. Non-verbal clues like nodding and making eye contact will show you’re listening.

4. Be willing to compromise and agree to disagree.
It’s unlikely you’ll always agree with everyone when you have conversations about money.  Sometimes, to be able to reach a point of resolution, it’ll be necessary to compromise, agree to disagree or let something go.

5. Avoid using blaming language.
To ensure you don’t come across as pointing the finger, use ‘I’ statements rather than ‘you’ statements. This means you’re taking responsibility for your own feelings, and means it’s less likely to make the other person defensive.

6. Seek support if you need it.
If there’s an issue you just can’t seem to move past, consider speaking to somebody objective such as a counsellor.

How to protect your wellbeing

Helping or caring for a loved one living with a mental illness can be challenging at the best of times. But the current coronavirus pandemic could create additional problems. Our charity partner, Mental Health UK, has developed some useful tips and ideas to help you look after your mental health in these challenging times, and some practical advice for anyone who would like to help.

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.