If you need extra support
Let's do banking the way that suits you.
Everyone likes to deal with us in their own way. We're here to make sure that you can, in the way you prefer or that meets your needs.
If you need to do something you're not sure about, that's OK too.
We want you to be confident in dealing with your money. So, it's up to us to offer the support you want or may need.
We’ve adapted our services to be accessible to everyone. Most of our 800 branches are open plan. This makes it easier to get in and out, and to move around inside. Most of them also have a reception desk. You can sit down and speak to us about what we can do for you. Our staff will be able to answer your questions and help as best we can.
We work with not-for-profit organisation Digital Accessibility Centre (DAC) to check that our websites and apps are accessible for all customers, in particular those with physical disabilities. Lloyds Banking Group has commissioned DAC to undertake annual accessibility reviews of our online websites and secure internet banking sites to make sure they are accessible to and useable by all our customers. The DAC testing process includes in excess of 100 hours of testing by disabled users, coupled with expert manual technical compliance review against level AA of the Web Content Accessibility Guidelines (WCAG 2.1).
If you find it difficult to use one of our services due to ill health, a disability or a recent emotional or financial shock which has affected your finances, telling us will help us support you better.
You can tell us about your personal situation at one of our branches, by phone or by secure message. If using these are difficult for you, you can tell us online instead.
To fully understand your needs and the impact on you, we will ask some questions. We can then give you support personal to you. We can also give you details of where you can get additional help if you need it.
To save you having to tell us again, if you say we can, we will make a record of what you’ve told us. There are some areas where we can't record this yet but we are working to improve that.
If you have a disability or just need some extra support
Ways you can bank with us
We're always trying to find new ways to make banking simple, and to give you more support should you need it. New technology is also regularly being introduced, making it easier for you to bank with us.
We try to make sure banking is easy for people of all abilities and needs and we'll gladly give you any support we can. It's the same if you have a disability or impairment, or would just like a bit of extra help.