Co-servicing frequently asked questions

We’ve answered some of the most common questions about changes to how you can bank with us.

The key changes

When are these changes happening? expandable section

You can already visit the branch of Lloyds, Halifax or Bank of Scotland that’s most convenient to you to manage your accounts. Changes to our mobile banking apps and online banking have started, with Telephone Banking also on its way soon.
Do I need to do anything? expandable section

No, co-servicing will be applied to your accounts automatically in the next few months. If your circumstances mean this change might affect who can see certain accounts, or cause you to struggle financially, we're here to support you. We’re available to message in the app 24 hours a day, 7 days a week. Or you can call us or visit us in a branch.
I also have a business account, what’s happening with that? expandable section

If you have any business bank accounts, as well as personal accounts with us, you'll need to continue to manage these through our separate business and personal mobile banking apps.

Using your accounts

Can I choose which accounts I see in my app? expandable section

Within your summary space you can choose which accounts you want to see, hide the ones you don’t, and arrange them in the order that works best for you. You can easily bring them back whenever you like. Accounts you’ve hidden in your summary space will still show up in other spaces in the app.
Will this change how I access my accounts? expandable section

You can continue to use the same security and log in details for each Lloyds, Halifax and Bank of Scotland mobile banking app, online banking or when using Telephone Banking.
How will you tell me about changes to my accounts? expandable section

We’ll continue to send you separate communications about your Lloyds, Halifax or Bank of Scotland accounts. This includes pricing or rate changes, terms and conditions updates and account updates.

If you use your online banking digital inbox, you’ll see messages about your Lloyds, Halifax or Bank of Scotland accounts all in one place.
How will I open a new account? expandable section

If you’d like to open a new account, you’ll need to do this with the bank you’d like to open the account with. You can do this in the mobile banking app, over the phone or by visiting a branch.

Support and protection

Can someone I share a joint account with see my sole accounts? expandable section

If you have a joint account with someone, you can both see this account in the Lloyds, Halifax, and Bank of Scotland apps and online banking. Any accounts that are solely yours are only visible to you.
I was expecting to see an account but it’s not there – what shall I do? expandable section

We’ve brought your Lloyds, Halifax and Bank of Scotland sole and joint bank accounts together to view and manage all in one place. This includes current accounts, savings accounts, loans, mortgages, credit cards, general insurance, investments and private banking products.

If you have one of these accounts and it’s not showing, message us in your app and we’ll be able to help.
I can now see an account I haven’t used in a while – can I close it or start using it again? expandable section

If an account has popped up that you haven’t used in a while, you can start using it again or close it if you prefer. If it’s an old account, you may need to reactivate it. Select the account in the app or online banking and follow the instructions. Or message us in the app and we’ll explain what to do. We’re here for you 24/7.
How will you protect me against fraud? expandable section

We continue to take a multi-layered approach to fraud prevention to protect your accounts and money. You can find out more about the most common scams and how to protect yourself on the fraud hub. Remember, we’ll never ask you to move money into another account or share your login or card details.
How will you be using my personal data? expandable section

Lloyds, Halifax and Bank of Scotland have been part of the same family since 2009. You can find out more about how we use your personal information in our Data Privacy Notice.
Is my money still protected by the FSCS? expandable section

There’s no change to the Financial Services Compensation Scheme (FSCS) protection. Money you hold with Lloyds Bank plc will still be protected separately to any money with Bank of Scotland plc, which includes Halifax.

Find more information about FSCS protection

Could we save you a trip?

From paying in cheques to changing your personal details – do it all where you want, when you want.

Important legal information

We may monitor or record telephone calls to check out your instructions correctly and to help us improve the quality of our service. Calls from abroad are charged according to the telephone service provider’s published tariff. Not all Telephone Banking services are available 24 hours a day, 7 days a week. Please speak to an adviser for more information.

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Co-servicing frequently asked questions

The key changes

Using your accounts

Support and protection

Could we save you a trip?

Mobile banking app

Online banking

Mobile banking app

Online banking

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