Classic

Account and
Basic Account

By your side
Welcome to
Lloyds Bank
For everyday banking we give
you the control to manage your
money in the way that best
works for you.
And when you’re planning next
steps in life, we can support and
guide you when you need us.
We are by your side
with over 250 years of
experience.

This guide has useful

information about your bank
account that you may want to
keep safe.
In this guide

Managing your Using your Keeping you

account card safe
Pages 6-9 Pages 10-11 Pages 12-13

Internet Banking
 Contactless Freeze your card

Mobile Banking Mobile payments Lloyds Bank ClickSafe®

Text message alerts Managing your PIN Fraud guarantee

Telephone Banking  Going abroad Things you can do

Branch
Cashpoint®
 Post Office®
Switching to us
Everyday Offers
 Save the Change®

Save the Change is

not available with
our Basic Account.

4
Arranged By your side If you need
overdrafts when it matters help
Pages 14-15 Pages 16-17 Pages 18-20

Information about
 Help with
 How to contact us

overdrafts emergencies Basic Account special

Money worries
 conditions
Arranged  Reviewing your Additional information

overdrafts are not finances about our service
available with our
Basic Account.

Things you should do now

Register for Internet Banking to access your account online.
Download Mobile Banking to keep on top of your money on the move.
Make sure we have your mobile number so we can send you text
message alerts.
If you want this to be your main bank account, ask us about switching.
Sign up for Everyday Offers via Internet Banking.

5
Managing your account

Internet Banking To stop these alerts, text STOPA to

61112 or to opt back in, text STARTA to
Register for Internet Banking at the same number.
lloydsbank.com/ib to access your
account where you can: Unarranged overdraft alerts
Check your balance. To help you manage your balance we’ll
let you know by text:
View statements.
When you need to pay money
Set up or change standing orders into the account to cover a
and cancel direct debits. standing order.
Pay bills, move money and When we refuse a payment.
make payments.
When you’re about to use
or have started using an
Mobile Banking unarranged overdraft.
Once you have registered for Internet
To stop these alerts, text STOPU to
Banking, download our Mobile Banking
61112 or to opt back in, text STARTU to
app to check balances, pay bills and pay
the same number.
in cheques.
You can stop all overdraft alerts by
To find out more, visit
texting STOP to 61112 or to opt back
lloydsbank.com/onthemove
in, text START to the same number.
Your preferences to opt in or out
Text message alerts of alerts will be applied to all your
If we have a mobile number for you, we accounts. Stopping alerts may mean
will send the following text messages. you miss important messages and
incur avoidable costs. There are other
Arranged overdraft alerts alerts we use to keep your money safe
To help you minimise charges we’ll let which you cannot stop. If you have a
you know by text: Basic account, we will only send you
unarranged overdraft alerts.
When you’re about to use or
you’ve started using your
arranged overdraft.
When we’ve started to charge you
for using an arranged overdraft.

6
You can check if we have a valid mobile
number for you, or set one up through
Internet Banking, in branch, or by
calling us.
To find out more about alerts, please
visit www.lloydsbank.com/alerts
You may still receive alerts when you
are abroad. Please check with your
mobile provider for any charges they
may make.
Overdrafts are subject to application
and repayable on demand. Full details
of our overdraft charges can be found
by visiting: www.lloydsbank.com/
overdrafts
Text message alerts are sent from
8 am UK time, 7 days a week including
Bank Holidays. This is a free service for
all eligible current account customers.
We won’t charge you for this service, but
if you receive texts while abroad or to a
non-UK mobile number, your network
service provider may charge you.
Arranged overdrafts are not available
on our Basic Account.

7
Managing your account

Telephone Banking Cashpoint

You can use our 24/7 automated At most of our Lloyds Bank Cashpoint
service. If you’d like to speak to machines you can:
someone, our advisers are available
Check your balance.
7am to 11pm, seven days a week.
Change your PIN.
Call us on 0345 300 0000.
Take out up to £500 per day.

Branch There’s no charge to take money

out at any of our Lloyds Bank UK
If you would like to talk to someone Cashpoint machines. A charge may
face-to-face, visit us in branch. One of apply at other machines.
our advisers will be happy to help.

Contact us in whichever way most suits you. To find out more about the
ways you can bank with us, visit lloydsbank.com/ways-to-bank

8
Post Office Switching to us
You can do your everyday banking at If you want this to be your main
the Post Office: bank account, we can switch all of
your payments for you, for example
Check your balance.
direct debits, standing orders and
Take out cash using your debit card. your salary. With the Current Account
Switch Service, this takes just seven
Pay in cash with your debit card
working days.
and it will go into your account
straight away. To find out more, visit
lloydsbank.com/switch
Pay in cash or cheques with a
paying-in slip.
Paying in slips can be ordered by
contacting us in a Lloyds branch or
over the telephone.

Everyday Offers. Gives you cashback at a wide range of high-street shops


and restaurants.
Save the Change. If you have a Classic Account you can register for Save

the Change. When you buy something with your debit card, we round up
the amount you spend to the nearest pound. Then we move the difference
into a Lloyds Bank savings account of your choice. Save the Change is not
available with our Basic Account.
Register via Internet Banking. Or to find out more, visit
lloydsbank.com/everydayoffers

9
Using your card

Contactless
If your card is contactless, you can
spend up to £45 with no need to enter
your PIN.

From time to time you might be asked to enter

your PIN or sign when making a contactless
payment to help protect you from fraud. You
will need to use your card and PIN first to
activate this feature.

You can use contactless across the UK

wherever you see the ‘wave’ symbol. Different
contactless limits may apply outside the UK,
please ask the retailer.

Mobile payments
You may be able to use your smart phone to
make payments with your debit card.
Find out more:

ApplePay GooglePay
lloydsbank.com/ lloydsbank.com/
applepay googlepay

10
 Managing your PIN
If you enter the wrong PIN three times you won’t be
able to use your card as it will become locked.
 If you remember your PIN later on, you can unlock it
at any Cashpoint. Insert your card and PIN and follow
the instructions.
If you have forgotten your PIN you can request a new
PIN in branch, online or by calling us.
You can change your PIN at any Cashpoint and at
most UK cash machines. Key in your existing PIN,
select PIN services and follow the instructions.

Going abroad
You don’t need to tell us when you are going abroad but
you should:
Check what fees and charges apply, so you know what
to expect when you spend using your debit card.
Make sure your card doesn’t expire when you’re away.
Take another type of payment in case of emergency.

S ave our number +44 173 334 7007 on your mobile in case you need
to get in touch with us when you’re away.

11
Keeping you safe

We can help protect you from fraud in a number of ways.

Freeze your Lloyds Bank
card ClickSafe
You can control how your debit card To give you extra security when
is used with the freeze card function shopping online, we use Lloyds Bank
in the Mobile Banking app. It’s helpful ClickSafe. This is also known as
if you temporarily misplace your card, Visa Secure.
but know it’s not lost or stolen.
ClickSafe is designed to help protect
In the Mobile Banking app you can you from fraud. It will either verify the
freeze and unfreeze: payment, or ask for more details to
confirm it’s you and not someone else
Use at tills, payment terminals and
using the card.
cash machines outside the UK.
To find out more, visit
Online and remote use including
lloydsbank.com/clicksafe
Internet, in-app, telephone and
mail order purchases.
Fraud guarantee
Use at tills and payment terminals
in the UK. Our fraud guarantee promises to refund
your money if you are a victim of fraud
Gambling transactions. with our Internet Banking. This applies
Card freezes may not stop all as long as you use Internet Banking
transactions. When setting a freeze you carefully, doing what you can to
should check what exclusions apply. protect yourself.
Find out more at lloydsbank.com/ Find out more at
online-banking/mobile-banking/ lloydsbank.com/fraud-guarantee
card-freezes.asp

12
Things you
can do
When you’re managing your bank Fraudsters can pretend to be from the
account it’s important to keep yourself bank, police or well-known companies.
safe and secure. They do this to get access to your
money. If you receive a call from an
Use a different PIN and password

unexpected caller, never:
for every account you have across
different banks. Set up a new payee.
Do not share your PIN or password
 Move money to a ‘safe’ or ‘holding’
with anyone. account.
Make sure you are not overlooked
 Download anything to your device.
when using a cash machine.
Take Five works with banks and other
Don’t allow shop assistants or leading businesses to fight fraud.
waiting staff to take your card out of Visit takefive-stopfraud.org.uk to find
view to make payments. out more.
Take care to make sure websites you
shop from are genuine.
Keep an eye on your statement. If
you have any concerns, let us know
straight away.

For more advice on protecting yourself from fraud, visit

lloydsbank.com/security

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Overdrafts

Arranged overdrafts are not available with our Basic Account.

Arranged overdraft
An arranged overdraft is a form of borrowing that can act as a short term safety net.
You can use it to borrow money up to an agreed limit through your bank account. You
can apply for an arranged overdraft by contacting us, using Internet Banking or via
the Mobile app. We will review your application. Not everyone will be accepted. The
decision to offer an arranged overdraft and the rate you’re offered will depend on
your personal situation. We can ask you to pay back the full amount of your arranged
overdraft at any time.
We have a range of tools available to help you understand if your product offers an
arranged overdraft facility, if you’re eligible and how much this kind of borrowing
would cost you. Please visit: lloydsbank.com/overdrafts

14
Unarranged overdraft
If you don’t have enough money in your account or enough available arranged
overdraft to make a payment, we may either let you borrow through an unarranged
overdraft or refuse to make the payment. We will not charge you for this. Missing
payments and using an unarranged overdraft can damage your credit score. If you
should find yourself in this situation, please get in touch with us, as we may be able to
help you.

To avoid paying daily arranged overdraft charges, keep a close eye on

your balance. Our free text alerts service will help you keep track of your
balance and any overdraft usage.
15
By your
side when
it matters
We know sometimes
life can change. Whether
it’s something planned
or unexpected, it may
have an impact on
your finances.
If you’re planning a next step like
starting a family, buying a home, or
getting married, we have practical
financial guidance to help you.
If the unexpected happens, we
can help. We have specialist
support services if you suffer a
bereavement or are touched by
cancer to help sort out the financial
side of things – so you have one
less thing on your mind.
For useful advice visit
lloydsbank.com/by-your-side

16
Help with emergencies Money worries
Our experienced advisers can help you Talk to us if you find you start to
deal quickly with emergencies. worry about your money. We can
share ways of staying on top of your
From lost or stolen cards, suspicious finances. The sooner you let us
activity on your account, to trouble know, the quicker we can help you
accessing your account abroad. The get back on track.
numbers you need to contact us are
included on the next page. You might also like to talk to the
Money Advice Service. They are a
free and impartial service set up by
the government.
Visit moneyadviceservice.org.uk

Reviewing your finances

No matter what your situation is, we can help you take a closer look at your
finances. Book a personal review with one of our advisers. They can help you
budget or guide you through the options for you to best manage your money.

17
If you need help

Help with your account If your card is lost or stolen

Phoning from the UK Phoning from the UK
0345 300 0000 0800 096 9779
Phoning from abroad Phoning from abroad
+44 173 334 7007 +44 170 227 8270
24/7 automated service. All day, every day.
Advisers available 7am to 11pm, Unrecognised transactions
every day.
Phoning from the UK
Relay UK Service 0345 300 6699
If you have a hearing or speech Phoning from abroad
impairment you can contact us using +44 170 246 2493
the Relay UK Service. 7am to 11pm, 7 days a week.
All day, every day.
Internet Banking helpline
Textphone Phoning from the UK
0345 300 2281 0345 300 0116
All day, every day. Phoning from abroad
+44 173 323 2030
All day, every day.

If you want to make a complaint, visit a branch or learn more online at:
lloydsbank.com/contact-us/how-to-complain To speak to us call:
0800 072 3572 (+44 173 346 2267 outside the UK). Adviser service all day,
every day. If you have a hearing or speech impairment, use textphone:
0800 056 7614 or 01733 347 500. Adviser service all day, every day.
You can also write to: Lloyds Bank, Customer Services, BX1 1LT.
We’ll confirm who’ll be dealing with your complaint. If we can’t resolve things
immediately, we’ll let you know what the next steps are. Provided you’ve tried
to resolve things with us first, if you’re still unhappy, you can ask the Financial
Ombudsman Service to help. We can provide information on how to do this if
you need it.
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Lloyds Bank Basic Account special conditions
We have age restrictions on our accounts. To open a about it at the time, would have caused us to
Basic Account, you need to be aged 18 or over. refuse to open your account;
As long as there is enough money in your account, you not used your account for more than 24
can use your debit card to take out money from our consecutive months;
branches with counters or from a Lloyds Bank or any used or tried to use your account unlawfully or
other cash machine or Post Office, but there are limits have acted threateningly, abusively or violently
to the amounts you can have every day. towards our staff; or
At Counter-free branches you can only take out cash left the UK or the EU or reside in a state that is no
(notes only) using one of the Cashpoint machines. If longer part of the UK or the EU; or
you use a Mobile Branch, you will usually be able to become a disqualified person under the
withdraw up to £500 a day in cash. Immigration Act 2014.
Cash machine £500 If we decide to close your account, we will write to you
Post Office £300 at least two months before, explaining our position
unless this would mean we would be breaking any law,
Cash withdrawals from cash machines or Post Offices
regulation, code, obligation or duty (including to our
count towards each daily limit. For example if you
staff). We won’t write to you two months before if we
withdraw £100 from a cash machine, you can only
are closing your account because you have used it or
withdraw up to £200 from a Post Office that day.
tried to use it for illegal activity, or you have provided
Our Basic Account is for customers who are legally incorrect information or have acted in an abusive,
resident in the UK or the EU and do not qualify for threatening or violent way.
one of our other bank accounts.
From time to time we will review your financial
There are limits on the number of accounts you can circumstances and the way you are using your
have and what you can then do. You can have up to two account. We may decide to move you to a more
Basic Accounts; one account must be in your sole name suitable account if you become eligible for it. We will
and one in joint names. Either of you can sign and give write to you about this at least two months before
instructions on behalf of the other. We do not provide a moving your account, giving our reasons.
cheque book or arranged overdraft on this account.
For customers who open a Basic Account from
There are limited circumstances where we can close a 2 September 2016, for fraud and security reasons,
Basic Account. We may decide to close your account if if you apply for your account while living outside
we become aware that you have: the UK, we will not open your account until you have
opened another payment account in the registered for Online Banking. Once registered, you will
United Kingdom; receive statements and certain other correspondence
given us false or misleading information when you electronically. You can choose to receive these on
applied for the account which, had we known paper at any time.

Additional information about our service

Although we can’t recommend that your account is Mobile Banking: We don’t charge you for Mobile
the right bank account for you, we’ll give you all the Banking but your mobile operator may charge you
information you need to be able to make an informed for some services, please check with them. Services
decision. There is no fee for this service. may be affected by phone signal and functionality.
Mobile Banking App: Available to UK personal Internet Everyday Offers available to Lloyds Bank UK
Banking customers and Internet Banking customers personal current account customers with a debit/
with accounts held in Jersey, the Bailiwick of Guernsey credit card aged 18+ who are registered for Internet
or the Isle of Man with a valid registered phone number. Banking. You’ll need to stay registered for Everyday
Our app is available to iPhone and Android users only. Offers and keep your current account open to receive
Minimum operating systems apply, so check your app your cashback. Merchant offers and cashback
store for details. Our app does not work on jailbroken amounts vary and must be activated through Internet
or rooted devices. Device registration required. Mobile Banking. Terms and conditions apply. We will
Banking services may be affected by phone signal. try to ensure that the information in all offers is
Terms and conditions apply. accurate. If there are any errors in an offer, we may
withdraw or correct it. This won’t affect any offers
you’ve already activated.

19
If you need this communication in another format, such as
large print, Braille or audio CD, please contact us.
If you have a hearing or speech impairment you can use Relay UK, or contact us by textphone on
0345 300 2281. Adviser service: all day every day. In either case, calls are serviced by Relay UK.
SignVideo services are also available if you’re Deaf and use British Sign Language:
lloydsbank.com/help-guidance/accessibility/signvideo

Text message alerts are sent from 8am UK time, The Post Office® and Post Office logo are registered
7 days a week including Bank Holidays. This is a free trademarks of the Post Office Ltd.
service for all eligible current account customers.
Lloyds Bank ClickSafe® is a registered trademark of
We won’t charge you for this service, but if you
Lloyds Bank plc.
receive texts while abroad, your network service
provider may charge you. Account opening is subject to our assessment
of your circumstances. You must be 18 or over
Calls may be monitored or recorded.
to apply.
Not all Telephone Banking services are available
Lloyds Bank plc. Registered Office: 25 Gresham
24 hours a day, 7 days a week. Please speak to an
Street, London EC2V 7HN. Registered in England
adviser for more information.
and Wales no. 2065. Lloyds Bank plc is authorised
Android/Google Play is a trademark of Google Inc. by the Prudential Regulation Authority and
Apple, the Apple logo and Touch ID are trademarks regulated by the Financial Conduct Authority
of Apple Inc, registered in the U.S. and other and the Prudential Regulation Authority under
countries. App Store is a service mark of Apple Inc. registration number 119278.
Overdrafts are subject to application and approval We adhere to The Standards of Lending Practice
and repayable on demand. which are monitored and enforced by the LSB:
www.lendingstandardsboard.org.uk
If you use your card to withdraw cash or make a
purchase in a foreign currency (excluding euro Eligible deposits with us are protected by the
transactions within the EEA or UK), charges will Financial Services Compensation Scheme. We are
apply. We will also charge for transactions in covered by the Financial Ombudsman Service.
pounds outside the UK. Please see our Banking
This information is correct as of September 2020
Charges section in the Personal Banking terms
and is relevant to Lloyds Bank plc, products
and conditions for full information.
and services only.
Cashpoint® and Save the Change® are registered
trademarks of Lloyds Bank plc.

M58809 (09/20)