Need help reading this page? Click to activate Recite Me popup.

Supporting customers with their financial wellbeing

We are proactively working to provide support at every stage of our customers’ lives by providing the right tools and resources. This will make a meaningful difference in the everyday lives and future of our customers and their communities, supporting the growth of a resilient customer base.

>11m

Customers registered for Your Credit Score since 2021

3.9m

New savings accounts opened in 2024

>2,600

students supported through our face to face financial education lessons

Empowering customers

Through our family of consumer brands, we’re pro-actively supporting our customers, no matter where they are in life, by providing the right tools and resources. We’re making a meaningful difference today to the future of our customers and to their communities. 

Empowering our customers to meet their financial goals is just one of the ways that we’re Helping Britain Prosper.

Access to banking

We are the largest provider of Basic Bank Accounts in the UK.

There are specific groups who struggle with the traditional documentation that is usually used to open accounts, such as:

  • Victims of modern slavery and trafficking
  • Those fleeing domestic abuse
  • Those experiencing homelessness
  • Refugees and asylum seekers

Working in partnership with charities across the UK, we’ve streamlined and simplified our processes to be able to better support these individuals with access to banking.

Financial and digital capability

Training and skills development programmes include:

New skills for small businesses e.g. using technology to improve business productivity.

Digital Helpline - providing free one-to-one training to help people grow their confidence in using the internet.

Financial Education Volunteering programme - Delivering financial education to >2,600 children and young people.

Financial education

In 2024, we have empowered over 1 million people to boost their financial and digital skills through proactive engagement and support. We recognise the importance of ensuring everyone has the skills to maximise their earnings, savings and financial wellbeing for a prosperous future. 

In 2024, 840,000 customers, individuals, and small businesses have been enabled with financial and digital capability support and have worked with social housing providers, charity and local authorities to provide face to face support. We offer housebound and low digitally confident people with the only industry Digital Helpline, which provides free support, data and devices.

In partnership with Liverpool Combined Authority, we’ve brought together over 100 local organisations to form a coalition called the Digital Inclusion Initiative. Leveraging our partnerships including Assurant and Vodafone, we have successfully helped almost 4,700 digitally excluded people to build their digital confidence and capability, and have provided over 4,700 Android tablets, with each device accompanied by six months of free mobile connectivity and in-person digital skills training.

In 2024, around 300 colleagues used their skills and resources to deliver face-to-face financial education lessons to over 2,600 students in 26 different educational environments across the UK. We continue to work with Young Enterprise to ensure that the learning outcomes of our resources align with recommendations from the Money and Pensions Service, and we collaborate with peer organisations through our engagement with UK Finance.

Support for vulnerable customers

Specialist customer support

Recognising that often more holistic support is required for customers in vulnerable circumstances, we continue to work with a number of external organisations who can offer more holistic and specialist support. 

Through our brands, we also signpost our customers to a number of organisations who can offer free and independent debt advice:

Domestic and financial abuse

Our Domestic and Financial Abuse team, has provided support to over 13,000 victim-survivors to rebuild their finances.

Specially trained by the domestic abuse charity, Surviving Economic Abuse, our colleagues are able to support customers in the way that best suits their needs.

Tailored support

Throughout 2024, we have helped customers across over 535,000 accounts in financial difficulty by offering tailored solutions that meet their needs and help them on the path to financial resilience. Our Money Worries and Money Management website pages across our Lloyds, Halifax, Bank of Scotland and MBNA brands are an invaluable resource for over 1.4 million annual visitors. Through our bespoke partnership with Citizens Advice, we are able to refer customers to them for support. Our partnership with Citizens Advice is a significant step in transforming our support offering for vulnerable customers facing financial difficulties.

Putting more money in peoples’ pockets

Your Credit Score

Launched in Sepember 2021, Your Credit Score, now has more than 11 million registered users. 780,000 customers improved their credit score last year using our in-app credit score tool, which can help them achieve their aspirations – like getting car financing or a mortgage to buy their first home. 

Supporting our customers to save

Our expanded offering has helped us open 3.9 million savings accounts in 2024 and we have helped customers save an additional £8.1 billion tax-free.

Benefit Calculator

Data from the Group and Policy in Practice shows that eight million households across the UK are missing out on £23 billion in benefits each year, through our new Benefit Calculator customers can find out what benefits and grants they could be eligible for. Through our in-depth calculator (powered by our tech partner Inbest) customers can get a more detailed view of the estimated amounts they may be entitled to, along with next steps on how to make a claim. Since the launch of the tool, more than 1 million customers have engaged with it.

Bill Switcher

Our data shows that Lloyds Bank customers spend 37% of their monthly income on regular bills and that on average customers could save £220 on broadband, and £250 on mobile bills every year. Launched with the help of our tech partner ApTap, Bill switcher makes it easier for customers to find deals that could save them money. We’re now highlighting our customers’ utility bill payments in their app statements to show them where we think they can save by switching with just a simple click.

Ready-Made Pensions

Built and managed by our experts, a Ready-Made Pension can help customers manage their pension savings and plan for retirement – making it easier to save for the future. Customers can view, track, and top up their pension any time, all in one place, using the Mobile Banking app. Investments are made through Scottish Widows based on the planned retirement age.

Ready-Made Investments

Our Ready-Made Investments contain investments picked by our experts helping take the worry and confusion away from investing. Investing is flexible starting with £50 per month and an adjustable level of risk. All funds are ready-made and managed by our experts.

 

Fighting fraud

Helping customers keep their money safe is a top priority at Lloyds Banking Group. We invest tens of millions of pounds every year in the latest technology to protect our customers from fraud.

We were the first organisation in Europe to introduce new state of the art fraud prevention technology, helping protect our 30 million customers from telephone fraudsters.

But we can't do it alone, which is why we partner with a range of organisations to help fight fraud together.  In 2021 we joined forces with City of London Police to launch the industry’s first pilot scheme using proceeds of crime to fund fraud-fighting and victim support programmes.

Visit the fraud hub

Related content

Supporting businesses

Many businesses have faced new challenges in recent years.

Our role is to be by the side of our business customers to support their ambitions and help them seize opportunities for growth wherever possible.

Supporting businesses

Supporting the housing market

We aspire to contribute to a UK in which everyone has access to affordable, safe and sustainable homes in places they want to live.

Supporting the housing market

Are savers making the most of their tax-free ISA allowance?

28 February 2024 | Simon Caddick

Different types of ISA come with their own benefits and uses, but they all offer significant tax benefits compared to standard savings accounts. Find out why savers should be making the most of ISA season this year.

Read Simon's article