Why telling us can help

At some time in our lives, many of us experience mental health conditions. Sometimes this can make it hard to deal with money or your finances could be affecting your mental health. At these times, we can help you with added support.

Any information you give us about your mental health is confidential and we will only ever use it to help you. It won’t affect any products or services you have or take with us.

We will listen to your needs and work with you to see what we can do to help.

We have partnered with the Money and Mental Health Policy Institute and have achieved the Essentials level in their Mental Health Accessible Programme. This means we have taken action to improve the accessibility of our services to people experiencing mental health conditions. Our charity partner Mental Health UK can also provide information and help too.

Mental Health Accessible 2021/2022 Level 1: Essentials

How we can make banking easier

Difficulty remembering a PIN

If you find it difficult to use or remember your PIN, you can:

  • View card PIN - if you find it difficult to remember your PIN, you can look it up in our app.
  • Get a chip-and-signature card, just call us or ask in branch for one.
  • Use a contactless card to buy items up to £100.
  • Use a smartphone for contactless payments, using Apple Pay or Google Pay.

Difficulty remembering a password

If you find it hard to remember your password, we can help:

  • You can confirm your identity by using your voice in Telephone Banking. You'll need to set up our Voice ID feature to do this. If you’re eligible and hold a bank, savings or credit card account with us, you can set up Voice ID.
  • Call us from our Mobile Banking app, using your registered mobile number. You’ll already be securely logged on, so there's no need to remember any passwords.

Appointments

If you have an appointment with us, we can make it easier for you:

  • We can arrange longer appointment times for you. We'll take the time to explain things and make sure you understand.
  • You can have your appointment in a private and quiet meeting room.
  • If you have a support worker, they are welcome to come to your appointment with you.
  • You can take paperwork home to read and decide in your own time. You can then come back to complete what you wanted to do.
  • Some appointments can also be done from your home by video call.

Visiting a branch

We know not all long-term health conditions are visible. That's why we use the Hidden Disabilities Sunflower Lanyard scheme in all of our branches. If you're wearing one, we'll know you might need a little more help.

If you’re visiting a branch, check our Branch Finder page first. This shows you the facilities and accessibility services we have at each branch. In some areas, we also have mobile branches, which may suit you better. Or, you can do some of your banking at a Post Office®. You can deposit and withdraw cash, just as you would at any Lloyds Bank branch. You can also check some basic information such as your account balance.

Managing your account online or via our Mobile Banking app

  • Our Mobile Banking app can help you manage your account in a way that suits you. It has features such as:
  • Card freeze - freeze your transactions and limit your account abroad.
  • View card details - view and use your debit card number, expiry date and security code to make online purchases without the need to have your card to hand.
  • Pay in a cheque in our app – save a trip to branch (up to £2,000 per cheque and £5,000 total per day).
  • App notifications - get alerts to keep track of your spending and money paid in and out of your account.
  • Fingerprint or Face ID - Log on securely without needing your password.
  • Payment confirmation - when you make a payment using your app, you can share the receipt once the payment has been sent.

 

There are also more ways of staying in control of your spending using Internet Banking or our Mobile Banking app.

Appoint someone to manage your money

During these challenging times, you may prefer to appoint someone to help manage your money. This will still give you the option to do it yourself when you are ready to.

Support if you're worried about the cost of living

Man and toddler looking at a phone

Money worries

Worrying about money can impact your mental health. If you find you are starting to worry about your finances, you’re not alone – we are here to help.

Help if you have money worries

Woman in a train station

Money management

Getting in control of your day-to-day finances could help ease the pressure. We have tips and tools which can help you.

Money management

Dad and toddler putting up a tent

Life events

Many life events can have an effect on your mental health. Our life events page has useful help when you face these difficult times.

Life events

How other organisations can help you

Mental Health UK

  • Brings together the experience of four charities who’ve been supporting people with their mental health for nearly 50 years.
  • Provides support and services for the challenges that pose a threat to people’s mental health.
  • Helps with understanding mental health and money issues, loneliness and isolation, young people’s resilience and more. 

Clic

  • Clic is Mental Health UK’s free online peer support service.
  • It’s free to join and provides 24/7 mental health support from the community.
  • Connect with others for mutual support, share your thoughts and find helpful information.
Bloom. For young people's mental health

Bloom

  • UK-wide programme, which supports young people’s mental health resilience.
  • It equips young people with the tools and knowledge to support their mental health through life’s transitions.
  • Their resource library helps young people engage in conversations about mental health, emotional wellbeing and resilience.

Mental Health & Money Advice

  • Clear, practical advice and support for people experiencing mental health and money worries.
  • Specialist knowledge of benefits, managing money and mental health care.
  • Cost of living hub provides information to support your mental wellbeing and managing your money.

Money Helper

  • Government-backed with advice on benefits, tax, pensions, homes and savings.
  • Money calculators, helpful articles and regular updates.
  • Support available online, over the phone or face-to-face.

NHS

  • Advice and support for coping with financial worries.
  • Tips on how to survive financial stress, such as facing your fears and not giving up on your daily routine.
  • If you live in Wales outside of the areas currently covered by the NHS 111 service, you can get from NHS Direct Wales. Call 0845 46 47.

Further support

Support and wellbeing

If you're facing a tough time such as a bereavement, or you need help managing your money, we’re by your side.

Support and wellbeing

Accessibility and disability

More information on how we can help.

Accessibility and disability

Free digital skills training

Learn essential digital skills for life and make the most of being online with a free 1-2-1 session from the Digital Helpline. Also, you can continue exploring more free learning to boost your skills and build confidence through the Lloyds Bank Academy.

1-2-1 training and guidance on how to use the internet

The Lloyds Academy: Boost your digital skills with online training

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, 7 days a week.

To use our Mobile Banking app you need to have a valid phone number registered to your account. Available to UK personal Internet Banking customers and Internet Banking customers with accounts held in Jersey, the Bailiwick of Guernsey or the Isle of Man. Our app is available to iPhone and Android users only and minimum operating systems apply, so check the App Store or Google Play for details. Device registration required. The app doesn’t work on jailbroken or rooted devices. Terms and conditions apply.