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

Supporting customers with their financial wellbeing

We’re helping customers to build financial knowledge and empower them with the confidence they need to make the most of their money, both now and in the future.

3m

New savings accounts opened this year

10m

Customers registered for Your Credit Score since 2021

2,500

Children and young people took part in our Financial Education Volunteering Programme

How we're supporting customers

Through our family of consumer brands, we support our customers in many ways, whether that's providing a range of savings options, financial capability training or through access to tools like Your Credit Score.

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.

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:

Lloyds Bank

Halifax

Bank of Scotland

Financial and digital capability

Training and skills development programmes include:

  • Lloyds Bank Academy
  • Bank of Scotland Academy
  • Learn with Halifax
  • New skills for small businesses e.g. using technology to improve business productivity.
  • Financial Education Volunteering programme - Delivering financial education to 2500 children and young people.
  • Digital Helpline - providing free one-to-one training to help people grow their confidence in using the internet.

Supporting customers with the rising cost of living

Proactively contacting customers

We regularly communicate with our customers and are proactively contacting them to offer our support and find tailored solutions to match their personal circumstances. This could be alternative mortgage and savings options, debt consolidation or payment holidays.

Money management tools

We’ve made a range of money management tools available to our customers online and in our mobile banking apps, including subscription checkers, spending insights and savings tools so that our customers have a clear view of where their money is going and can establish good financial habits.

Mortgage charter

We are committed to the measures of the Government’s Mortgage Charter and have a well-established process for supporting customers who are concerned about their finances or in financial difficulty.

Credit score access

We give customers access to their credit score, information about factors which may impact their score and hints and tips to improve it over time through Your Credit Score, a free service we provide in partnership with TransUnion. 

Savings options

We regularly get in touch with customers to review their savings and inform them of their options.

 

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

How are people banking now?

Customers are choosing mobile banking over any other way to bank, with only 8% of customers using a branch regularly.

Read Jayne's article Read Jayne's article about how people are choosing to bank (opens in same tab).