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.

Managing your accountPages 6-9

Internet Banking Mobile Banking Text message alerts Telephone Banking Branch Cashpoint®

Post Office®

Switching to us Everyday Offers Save the Change®

Using your cardPages 10-11

Contactless Mobile payments Helping you stay in

control Managing your PIN Going abroad

Keeping you safePages 12-13

Freeze your card Lloyds Bank ClickSafe®

Fraud guarantee What you can do to

stay safe

In this guide

4

Arranged overdraftsPages 14-15

Information about overdrafts

By your side when it mattersPages 16-17

Help with emergencies

Money worries Reviewing your

finances

If you need helpPages 18-20

How to contact us Basic Account special

conditions Additional information

about our service

5

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.

Arranged overdrafts are not available with our Basic Account.

Managing your account

Internet BankingRegister for Internet Banking at lloydsbank.com/ib to access your account where you can:

Check your balance.

View statements.

Set up or change standing orders and cancel direct debits.

Pay bills, move money and make payments.

Mobile BankingOnce you have registered for Internet Banking, download our Mobile Banking app to check balances, pay bills and pay in cheques.

You can also turn on Mobile Banking app notifications to keep track of when and where you spend.

To find out more, visit lloydsbank.com/onthemove

Text message alertsIf we have a mobile number for you, we will send the following text messages.

Arranged overdraft alerts

To help you minimise charges we’ll let you know by text:

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.

To stop these alerts, text STOPA to 61112 or to opt back in, text STARTA to the same number.

Unarranged overdraft alerts

To help you manage your balance we’ll let you know by text:

When you need to pay money into the account to cover a standing order.

When we refuse a payment.

When you’re about to use or have started using an unarranged overdraft.

To stop these alerts, text STOPU to 61112 or to opt back in, text STARTU to the same number.

You can stop all overdraft alerts by texting STOP to 61112 or to opt back in, text START to the same number. Your preferences to opt in or out of alerts will be applied to all your accounts. Stopping alerts may mean you miss important messages and incur avoidable costs. There are other alerts we use to keep your money safe which you cannot stop. If you have a Basic account, we will only send you unarranged overdraft alerts.

6

7

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.

Telephone BankingYou can use our 24/7 automated service. If you’d like to speak to someone, our advisers are available 7am to 11pm, seven days a week.

Call us on 0345 300 0000.

BranchIf you would like to talk to someone face-to-face, visit us in branch. One of our advisers will be happy to help.

CashpointAt most of our Lloyds Bank Cashpoint machines you can:

Check your balance.

Change your PIN.

Take out up to £500 per day.

There’s no charge to take money out at any of our Lloyds Bank UK Cashpoint machines. A charge may apply at other machines.

Managing your account

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 OfficeYou can do your everyday banking at the Post Office:

Check your balance.

Take out cash using your debit card.

Pay in cash with your debit card and it will go into your account straight away.

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.

Switching to usIf you want this to be your main bank account, we can switch all of your payments for you, for example direct debits, standing orders and your salary. With the Current Account Switch Service, this takes just seven working days.

To find out more, visit lloydsbank.com/switch

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

Save the Change. 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.

Register via Internet Banking. Or to find out more, visit lloydsbank.com/everydayoffers

9

Using your card

ContactlessIf your card is contactless, there’s no need to enter your PIN.

Just tap your debit card where you see the contactless ‘wave’ symbol – you can use this in a shop up to the current contactless limit. You will need to use your card and PIN first to activate this feature and from time to time after that to help protect you from fraud.

Mobile paymentsYou may be able to use your smart phone to make payments with your debit card.

Find out more:

Apple Pay lloydsbank.com/

applepay

Google Pay lloydsbank.com/

googlepay

10

Helping you stay in control Turn on Mobile Banking app notifications and choose which notifications you want to see based on your account activity, including:

Smart Alerts – when money is paid in and out.

Purchase Alerts – each time you use your debit card.

Spending Summary – a weekly round up of what you have spent on your debit card.

Managing your PIN If you enter the wrong PIN three times, your card will

be locked and you won’t be able to use it. You can unlock it at any Lloyds Bank cash machine.

If you have forgotten your PIN you can find it in the Card Management section of the Mobile Banking app under View PIN, or request a new one in branch, online or by calling us.

You can also change your PIN at any Lloyds Bank cash machine and at most other UK cash machines.

Going abroadYour card is safe and secure to use abroad. Before you go:

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.

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

11

It’s really important if you think your debit card is lost or stolen you let us know straightaway. Tell us by using Internet Banking, the Mobile Banking app or by giving us a call, and we’ll cancel it for you.

Keeping you safe

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

Freeze your cardYou can control how your debit card is used with the freeze card function in the Mobile Banking app. It’s helpful if you temporarily misplace your card, but know it’s not lost or stolen.

In the Mobile Banking app you can freeze and unfreeze:

Use at tills, payment terminals and cash machines outside the UK.

Online and remote use including Internet, in-app, telephone and mail order purchases.

Use at tills and payment terminals in the UK.

Gambling transactions.

Card freezes may not stop all transactions. When setting a freeze you should check what exclusions apply.

Find out more at lloydsbank.com/online-banking/mobile-banking/card-freezes.asp

Lloyds Bank ClickSafe To give you extra security when shopping online, we use Lloyds Bank ClickSafe. This is also known as Visa Secure.

ClickSafe is designed to help protect you from fraud. It will either verify the payment, or ask for more details to confirm it’s you and not someone else using the card.

To find out more, visit lloydsbank.com/clicksafe

Fraud guaranteeOur fraud guarantee promises to refund your money if you are a victim of fraud with our Internet Banking. This applies as long as you use Internet Banking carefully, doing what you can to protect yourself.

Find out more at lloydsbank.com/fraud-guarantee

12

For more advice on protecting yourself from fraud, visit lloydsbank.com/security

What you can do to stay safe

When you’re managing your bank account it’s important to keep yourself safe and secure.

Use a different PIN and password for every account you have across different banks.

Do not share your PIN or password with anyone.

Make sure you are not overlooked when using a cash machine.

Don’t allow shop assistants or waiting staff to take your card out of view to make payments.

Take care to make sure websites you shop from are genuine.

Choose to activate notifications using our Mobile Banking app to keep up-to-date on your spending.

Keep an eye on your statement. If you have any concerns, let us know straight away.

Fraudsters can pretend to be from the bank, police or well-known companies. They do this to get access to your money. If you receive a call from an unexpected caller, never:

Set up a new payee. Move money to a ‘safe’ or ‘holding’

account. Download anything to your device.

Take Five works with banks and other leading businesses to fight fraud. Visit takefive-stopfraud.org.uk to find out more.

13

Overdrafts

Arranged overdraftAn 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

Arranged overdrafts are not available with our Basic Account.

14

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

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.

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 emergenciesOur experienced advisers can help you deal quickly with emergencies.

From lost or stolen cards, suspicious activity on your account, to trouble accessing your account abroad. The numbers you need to contact us are included on the next page.

Money worriesTalk to us if you find you start to worry about your money. We can share ways of staying on top of your finances. The sooner you let us know, the quicker we can help you get back on track.

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 financesNo 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

18

Help with your account Phoning from the UK 0345 300 0000Phoning from abroad +44 173 334 7007 24/7 automated service.Advisers available 7am to 11pm, every day.

Relay UK Service If you have a hearing or speech impairment you can contact us using the Relay UK Service. All day, every day.

Textphone 0345 300 2281All day, every day.

If your card is lost or stolen Phoning from the UK 0800 096 9779 Phoning from abroad +44 170 227 8270All day, every day.

Unrecognised transactions Phoning from the UK 0345 300 6699 Phoning from abroad +44 170 246 2493 7am to 11pm, 7 days a week.

Internet Banking helpline Phoning from the UK 0345 300 0116 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.

19

Lloyds Bank Basic Account special conditionsWe have age restrictions on our accounts. To open a Basic Account, you need to be aged 18 or over.As long as there is enough money in your account, you can use your debit card to take out money from our branches with counters or from a Lloyds Bank or any other cash machine or Post Office, but there are limits to the amounts you can have every day.At Counter-free branches you can only take out cash (notes only) using one of the Cashpoint machines. If you use a Mobile Branch, you will usually be able to withdraw up to £500 a day in cash.Cash machine £500 Post Office £300Cash withdrawals from cash machines or Post Offices count towards each daily limit. For example if you withdraw £100 from a cash machine, you can only withdraw up to £200 from a Post Office that day.Our Basic Account is for customers who are legally resident in the UK and do not qualify for one of our other bank accounts.There are limits on the number of accounts you can have and what you can then do. You can have up to two Basic Accounts; one account must be in your sole name and one in joint names. Either of you can sign and give instructions on behalf of the other. We do not provide a cheque book or arranged overdraft on this account.There are limited circumstances where we can close a Basic Account. We may decide to close your account if we become aware that you have:

opened another payment account in the United Kingdom;

given us false or misleading information when you applied for the account which, had we known

about it at the time, would have caused us to refuse to open your account;

not used your account for more than 24 consecutive months;

used or tried to use your account unlawfully or have acted threateningly, abusively or violently towards our staff; or

left the UK or the EU or reside in a state that is no longer part of the UK or the EU; or

become a disqualified person under the Immigration Act 2014.

If we decide to close your account, we will write to you at least two months before, explaining our position unless this would mean we would be breaking any law, regulation, code, obligation or duty (including to our staff). We won’t write to you two months before if we are closing your account because you have used it or tried to use it for illegal activity, or you have provided incorrect information or have acted in an abusive, threatening or violent way.From time to time we will review your financial circumstances and the way you are using your account. We may decide to move you to a more suitable account if you become eligible for it. We will write to you about this at least two months before moving your account, giving our reasons.

Additional information about our serviceAlthough we can’t recommend that your account is the right bank account for you, we’ll give you all the information you need to be able to make an informed decision. There is no fee for this service.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.

Mobile Banking: We don’t charge you for Mobile Banking but your mobile operator may charge you for some services, please check with them. Services may be affected by phone signal and functionality.Everyday Offers available to Lloyds Bank UK personal current account customers with a debit/credit card aged 18+ who are registered for Internet Banking. You’ll need to stay registered for Everyday Offers and keep your current account open to receive your cashback. Merchant offers and cashback amounts vary and must be activated through Internet Banking. Terms and conditions apply. We will try to ensure that the information in all offers is 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.

M58809 (05/21)

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, 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, your network service provider may charge you.

Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.

Android/Google Play is a trademark of Google Inc. Apple, the Apple logo and Touch ID are trademarks of Apple Inc, registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Overdrafts are subject to application and approval and repayable on demand.

If you use your card to withdraw cash or make a purchase in a foreign currency (excluding euro transactions within the EEA or UK), charges will apply. We will also charge for transactions in pounds outside the UK. Please see our Banking Charges section in the Personal Banking terms and conditions for full information.

Cashpoint® and Save the Change® are registered trademarks of Lloyds Bank plc.

The Post Office® and Post Office logo are registered trademarks of the Post Office Ltd.

Lloyds Bank ClickSafe® is a registered trademark of Lloyds Bank plc.

Account opening is subject to our assessment of your circumstances. You must be 18 or over to apply.

Lloyds Bank plc. Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales no. 2065. Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278.

We adhere to The Standards of Lending Practice which are monitored and enforced by the LSB: www.lendingstandardsboard.org.uk

Eligible deposits with us are protected by the Financial Services Compensation Scheme. We are covered by the Financial Ombudsman Service.

This information is correct as of May 2021 and is relevant to Lloyds Bank plc, products and services only.