INTERNET

BANKING
AGREEMENT
Internet Banking agreement
This agreement is made up of these Internet Banking terms and conditions, and
the Additional Services terms and conditions.

In this agreement: Privacy

• ‘you’ are the customer who has registered for Please read our privacy policy. It explains how we’ll use
Internet Banking; your personal information and gives details about how
• ‘we’ are Lloyds Bank plc for customers accessing we use cookies. For Lloyds Bank plc customers, the privacy
policy is available at lloydsbank.com/privacy; or for
personal products held in the UK; or Lloyds Bank
Corporate Markets plc, using the business names Lloyds Bank Corporate Markets plc Jersey, Guernsey
Lloyds Bank International and Lloyds Bank International and Isle of Man customers it can be found at
Private Banking for customers accessing personal international.lloydsbank.com/privacy
products held in Jersey, Guernsey and the Isle of Man;
1. This agreement
• ‘product’ can mean any account, policy, plan or
1.1 This agreement applies to your use of Internet
service you can access using Internet Banking.
Banking and any Additional Services. If there are any
inconsistencies between the Internet Banking terms
What is Internet Banking? and conditions and the Additional Services terms
Internet Banking is our online service where you and conditions, the Additional Services terms and
can access most of your personal products using conditions will apply.
a computer, mobile, tablet or other device, either 1.2 Unless we tell you otherwise, this agreement
through your browser or our app. It includes the doesn’t change any of the terms and conditions that
Additional Services listed below. relate to the products you access through Internet
We may also provide access to products you hold with Banking. We have separate agreements with you
other Lloyds Banking Group companies, and from third for these. If we tell you that any of this agreement’s
party companies, for example through Open Banking. terms apply to a product you use but it conflicts with
a term in your product agreement, the term in this
agreement will apply.
What are the Additional Services?
2. Charges
Internet Banking customers may be able to
use Additional Services, which currently include 2.1 We don’t charge you to use Internet Banking or the
the following: Additional Services but your network operator or
internet provider may charge you for using their
• Paper-free statements and correspondence; services when you access them.
• Everyday Offers;
Any charges that apply for making transactions
•
2.2
Money Manager; using Internet Banking will be made under your
• Mobile alerts; relevant product agreement, not this agreement.
• Cheque imaging; This is explained in the information we give you
• Card freezes; about the product.
• Account information service.

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3. Using Internet Banking and the Additional 7.3 You must always keep your security details secure
Services abroad and not share them with anyone, including any joint
product holders. You must also ensure that only
3.1 You should be able to view information, make
your biometric information (such as your fingerprint
changes and perform transactions on your products
when using Touch ID) is registered on any devices
if you use Internet Banking in a country outside the
you use to access Internet Banking. We’ll never
UK, Channel Islands and Isle of Man.
phone, text or email you asking for your password or
3.2 If you want to use Internet Banking or any of the memorable information.
Additional Services in a country outside the UK,
7.4 You may use third party providers who offer account
Channel Islands and Isle of Man, you’re responsible
information services or payment initiation services
for finding out whether it is lawful to do so in that
(or both) so long as:
country. You’re responsible for complying with its
local laws. We’re not responsible for any loss that • they’re authorised by law;
results if you break local laws. • they’re open and transparent about their identity;
4. Joint products • they’re acting in line with the relevant
regulatory requirements.
4.1 You can use Internet Banking to access any joint
products you have. You may be able to give us If you are thinking of using a third party provider, you
instructions about them independently of the should check it is authorised before you use it. Channel
other product holders. Each person must register Islands and Isle of Man customers should also be aware
separately for Internet Banking. that local laws may not permit the use of third party
providers. We’re not responsible for any loss that results
5. Viewing account information if you break local laws by using a third party provider.
5.1 Where we display information about your products,
some of it may not be updated in real time. You
8. Access to Internet Banking and the
should check with us, or the relevant product
Additional Services
provider, for up-to-date information.
Please note
6. Accessing the Additional Services
Not all Internet Banking services are available
6.1 We may provide some of our Additional Services 24 hours a day, seven days a week.
automatically to you. Others you may need to
activate. You can opt out of any of the Additional
Services that are available to you in Internet Banking 8.1 You can usually use Internet Banking and the
unless we have indicated your right to do so may be Additional Services at all times but occasionally
limited in some way. repairs, updates and maintenance on our systems
may mean some or all of the services aren’t
7. Security available or may be slow while the changes are
being implemented.
7.1 We will ask you to confirm your identity when you
log on and before we accept certain instructions you 8.2 We won’t be liable to you if you suffer any loss in
give us through Internet Banking. We may also rely such circumstances. This is because you should
on some of the security functions on the devices be able to give us instructions by other means,
you use when you access Internet Banking, such for example by calling us or coming into one of
as location data and biometric tools. From time to our branches.
time we may apply additional security checks to help 8.3 We may suspend, restrict or stop your use of Internet
confirm your identity. Banking, the Additional Services or the use of
7.2 We may use software and other technology to help your security details if we reasonably think this is
us identify you, and to detect viruses or malicious necessary because, for example:
software (malware) on the computer or device a. the security of your product or Internet Banking
you use to access Internet Banking. If we detect is at risk;
these things, we may suspend, restrict or block
b. we suspect unauthorised or fraudulent use of
your access to Internet Banking or the use of your
your security details or Internet Banking;
security details. If this happens, you may not be
able to access some or all of our Internet Banking c. a device is being used that we do not recognise,
services again until you have removed the viruses seems to have been modified or is being used in
or malware. If we tell you that you should use new an unusual way;
security details to access your Internet Banking, d. we must comply with a legal or regulatory
you must do so. requirement;

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 e. you’ve knowingly given us false information 10.3 We can make a change for a reason set out below. If
about yourself or another product holder; we do, the change we make will be a reasonable and
f. a systems failure has occurred; proportionate response to a change that is affecting
us or that we reasonably think will affect us.
g. a third party has failed to supply services;
h. something happens beyond our Types of change
reasonable control;
i. this agreement ends.
• A change to the law, regulations or
industry guidance or standards, or as a
8.4 We may prevent access to Internet Banking if you’re result of a court’s, ombudsman’s or other
using an outdated browser or are using a version binding decision.
of our app we no longer support. How well Internet
Banking works may also be affected by your browser
• To reflect changes in Internet Banking and
the services you can access through it.
settings. You can restore your access by updating This may include the introduction of new
to the latest version of the browser or app, or by technologies, changes to systems, or the way
reinstating settings that have been disabled. we do business.
8.5 We may de-register you or suspend your use of
Internet Banking or security details for security
• To do something positive for you.

reasons if you haven’t used them for more than • A change in the cost of providing Internet
30 days, or if you don’t hold any products you can Banking or the Additional Services to you.
access through Internet Banking. If we do this, you • Any other change that affects us if it is fair to
can ask us to reactivate them but you may need pass on its impact to you.
to re-register.
8.6 If possible, we’ll contact you before suspending, 10.4 We may make changes for any other reason we
restricting or blocking your access to tell you we’re cannot foresee. We will always act reasonably and
doing so and why. We explain how we may contact won’t go beyond what we think is necessary to make
you in section 11 of this agreement. However, we the change.
may not always be able to contact you, for example 10.5 If you don’t want to accept a change we tell you
because of legal or regulatory restrictions. about in advance, you can end this agreement by
8.7 You must not use Internet Banking or any software telling us before the change comes into effect. You
we provide (e.g. our app) except for your own use. You can also end this agreement at any time after we
may not adapt, alter, modify, copy or reverse-engineer make the change but the change will apply to you
it or allow someone else to do the same. until you do.

9. How you can end this agreement 11. How we’ll contact you
9.1 You may end this agreement at any time without 11.1 If we need to contact you about Internet Banking or
explanation or charge by calling our helpdesk or the Additional Services, we’ll normally do so through
visiting us in branch. your Internet Banking secure inbox. We’ll never
change any documents held in Internet Banking
10. How we can end or change this agreement after we have sent them.
10.1 We’ll usually notify you of changes using your 11.2 We may also communicate with you in any other way
Internet Banking secure inbox, but we may also use that is personal to you. This may include email, SMS,
email, SMS, post, online notifications or any other post, online notifications or any other appropriate
appropriate messaging service. Provided we give messaging service. Once we’ve sent you a message,
you at least two months’ notice in advance, we can: we’ll assume you’ve received it.
a. change any of the Internet Banking terms and 11.3 You must tell us if your name or contact details
conditions, the Additional Services terms and change, including any email addresses, mobile
conditions, or withdraw an Additional Service; phone numbers or other contact details. If you don’t
tell us, we won’t be responsible if we can’t contact
b. end this agreement.
you or we use outdated contact details to send
We can also make a change that is positive to you you information.
without telling you in advance.
12. How you can contact us
10.2 The notice period will start from the date we tell
you we have delivered the notice to your Internet 12.1 You can get in touch with us by visiting your branch
Banking secure inbox or have sent it by one of the or calling us. Details of our telephone numbers are
other means. available within Internet Banking, on the website
and from our branches.

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13. Complaints
13.1 If you have a complaint about Internet Banking, please contact us using the details available within Internet
Banking, on our website and from our branches. We’ll send you a written acknowledgement within five business
days and keep you informed of our progress until your complaint has been resolved. We’ll do everything we can to
sort out the problem.
13.2 If you remain dissatisfied, you may be entitled to refer your complaint to the Financial Ombudsman using the
contact details below.

Lloyds Bank plc Address: Financial Ombudsman Service, Exchange Tower, London E14 9SR
customers (UK)
Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk

Lloyds Bank Corporate Address: Channel Islands Financial Ombudsman, PO Box 114, Jersey,
Markets plc customers Channel Islands JE4 9QG
(Jersey and Guernsey)
Telephone: Jersey +44 (0)1534 748610

Guernsey: +44 (0)1481 722218

Email: [email protected]

Website: www.ci-fo.org

Lloyds Bank Corporate Address: The Financial Services Ombudsman Scheme for the Isle of Man,
Markets plc customers Thie Slieau Whallian, Foxdale Road, St John’s, Isle of Man IM4 3AS
(Isle of Man)
Telephone: +44 (0)1624 686500

Email: [email protected]

Website: www.gov.im/ombudsman

14. Other information

14.1 All the information we give you and all communications between you and us will be in English.
14.2 We may choose not to enforce or rely on one or more of these terms and conditions at any time, but we reserve the
right to start applying them again at any time.
14.3 Calls may be monitored and recorded in case we need to check we have carried out your instructions correctly and
to help us improve our quality of service.

15. Law applying to this agreement

15.1 This agreement is governed by the law that applies to the product you’re accessing through Internet Banking
(for example, if English law or Jersey law applies to your product, the same law will apply to your use of Internet
Banking). The courts of that jurisdiction will also be able to deal with any legal questions connected with
this agreement.

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Legal information

Lloyds Bank plc customers 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. Authorisation can be checked on the Financial Services Register at
www.fca.org.uk

Eligible deposits with us are protected by the Financial Services Compensation Scheme.

We are covered by the Financial Ombudsman Scheme. Lloyds Bank plc Registered Office:
25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065.

Lloyds Bank Corporate Lloyds Bank Corporate Markets plc is authorised and regulated in the UK as the
Markets plc non-ring-fenced bank of the Lloyds Banking Group. The Jersey, Guernsey and Isle of Man
branches of Lloyds Bank Corporate Markets plc are each separately licensed as regulated
deposit-takers in their respective jurisdictions.

Lloyds Bank Corporate Markets plc is independent from Lloyds Bank plc, which is authorised
and regulated in the UK as the ring-fenced bank of the Lloyds Banking Group. For more
information on ring-fencing visit international.lloydsbank.com/ringfencing

Lloyds Bank Corporate Markets plc. Registered Office and principal place of business:
25 Gresham Street, London EC2V 7HN. Incorporated in the United Kingdom with company
number 10399850. Lloyds Bank Corporate Markets plc in the UK is authorised by the
Prudential Regulation Authority and regulated by the Financial Conduct Authority and the
Prudential Regulation Authority under registration number 763256. Authorisation can be
checked on the Financial Services Register at www.fca.org.uk

Services provided by the Jersey, Guernsey and Isle of Man branches of Lloyds Bank
Corporate Markets plc will be subject to the regulatory regime applicable in their respective
jurisdiction, which will differ in some or all respects from that of the UK. Further information
about the regulatory status of the Jersey, Guernsey and Isle of Man branches of Lloyds
Bank Corporate Markets plc, is set out below.

The Jersey branch of Lloyds Bank Corporate Markets plc, principal place of business
9 Broad Street, St Helier, Jersey JE2 3RR, is licensed by the Jersey Financial Services
Commission to carry on deposit-taking business under the Banking Business (Jersey)
Law 1991 and general insurance mediation business under the Financial Services (Jersey)
Law 1998 and has also notified the Jersey Financial Services Commission that it carries on
money service business. Lloyds Bank Corporate Markets plc, Jersey Branch, subscribes to
the Jersey Code of Practice for Consumer Lending.

The Guernsey Branch of Lloyds Bank Corporate Markets plc, principal place of business
1 Smith Street, St Peter Port, Guernsey GY1 2JN, is licensed by the Guernsey Financial
Services Commission to carry on a deposit-taking business under the Banking Supervision
(Bailiwick of Guernsey) Law 2020; as an insurance intermediary under the Insurance
Managers and Insurance Intermediaries (Bailiwick of Guernsey) Law, 2002 (as amended);
to undertake credit business under the Lending, Credit and Finance (Bailiwick of Guernsey)
Law, 2022, Part II; and is also registered with the Guernsey Financial Services Commission
as a money service provider.

The Isle of Man branch of Lloyds Bank Corporate Markets plc, principal place of business
Villiers House, 2 Victoria Street, Douglas, Isle of Man IM1 2LN, is licensed by the Isle of
Man Financial Services Authority to conduct deposit-taking and is also registered as an
insurance intermediary in respect of general business.

Lloyds Bank International and Lloyds Bank International Private Banking are the registered
business names of Lloyds Bank Corporate Markets plc in Jersey and the Isle of Man.

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Additional Services
Paper-free statements and correspondence Everyday Offers
These paper-free statements and correspondence terms 1. Eligibility
apply to products you access through Internet Banking.
1.1 To be eligible for Everyday Offers you must:
1. When you are registered for Internet Banking, we may a. be over 18;
send information about the products you can access b. have a debit or credit card (as primary
through it electronically rather than on paper. You can cardholder) from a personal account with us;
tell us if you would prefer to receive this information
on paper, but this may not be appropriate for some c. be registered for Internet Banking.
types of product or for all information we send. For 1.2 You’ll normally need to activate individual offers
example, updates to the Internet Banking agreement before you can earn cashback, but some offers we
may still be sent electronically regardless of your may activate for you.
paper-free preferences.
2. Receiving cashback
2. If we send you information electronically, we’ll do this 2.1 Cashback you earn will be paid in line with the
by posting it in Internet Banking or sending it to your conditions that apply to the offer.
Internet Banking secure inbox. Any information you
receive through Internet Banking will be in PDF, HTML 2.2 We’ll normally pay cashback from debit and credit
or a similar format, that allows you to keep or download card offers into your personal current account or
it. Your statements and correspondence contain credit card account on or before the last working day
important information, so we encourage you to keep a of the month after the month we receive details of
copy of them in a way that allows you to refer to them your payment. This may be in a different month from
again in the future. when you made the payment – see example:

3. If you have a joint product and one of you registers for Example
Internet Banking, we may send information about that
product electronically through Internet Banking. If this
• Friday 28 August – an offer is activated
happens, it means we will not have to send information • Sunday 30 August – you make a payment
on paper to any person for that product. that qualifies for £10 cashback
• Tuesday 1 September – we receive details of
Before you register for Internet Banking, you must the payment
first make sure all joint product holders agree you can
do this. We’ll write to them to confirm the change and
• Friday 30 October – we pay your £10
cashback to your account
stop sending information on paper. If they are not
registered for Internet Banking and hold an eligible
product, they can sign up to the service to receive the 2.3 For direct debit offers, you may have to make a
information electronically. minimum number of direct debit payments before
you earn cashback. This will be explained in the
4. If you ask us to change your product from one type to conditions that apply to the offer. We’ll pay cashback
another, your agreement to receive statements and into your account on or before the last working day
correspondence electronically will also apply to your of the month after the month we receive details
new product unless you tell us otherwise. that you’ve made the minimum number of direct
debit payments.
5. We may still send you some or all of the information
2.4 For credit card accounts, cashback will act as a credit
relating to your products on paper. For example, we
and reduce any balance showing on your account. It
may not be able to provide all of your statements or
will not replace or reduce your credit card minimum
correspondence electronically and it may not always be
payment for that month, unless the cashback
appropriate for us to do so.
amount reduces your outstanding balance to less
than your minimum payment. Details can be found
in your credit card terms and conditions.
2.5 Working days are Monday to Friday, except
bank holidays.

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 2.6 Cashback will normally be paid into your personal 5.3 We try to ensure that the information in the offers is
current account that’s been open the longest. If you accurate. If there are any errors in an offer, we may
don’t have a personal current account, then we’ll pay withdraw or correct it. This won’t affect any offers
it to your credit card account that’s been open the we’ve already fulfilled.
longest. If you have more than one personal current 5.4 We may withdraw offers at any time. This won’t
account and/or credit card account with us, you can affect any cashback you have earned if you made
change which account you’d like your cashback a purchase before the offer was withdrawn.
paid into.
6. Liability
3. When we don’t pay cashback
6.1 We’re not responsible for any loss, cost or charge
3.1 You won’t receive cashback if, at the time it is due you incur if Everyday Offers is unavailable or affected
to be paid: by an issue that is beyond our reasonable control.
3.1.1 you no longer have a personal current account
or credit card account we can pay it into; Mobile alerts services
3.1.2 you’re no longer registered for Everyday Offers.
3.2 We won’t pay you cashback on a direct debit offer if What are mobile alerts?
you cancel your direct debit instruction before the Mobile alerts include any mobile alerts services we offer
minimum number of direct debit payments have and any service messages we may send to your mobile
been paid, in line with the conditions that applied phone or other devices, other than those we are required
to the offer. to send by law or a regulator.
3.3 We won’t pay you cashback if doing so would break
any law or regulation that applies to us. 1. Charges for mobile alerts
3.4 We won’t pay cashback if the offer has expired or if 1.1 We won’t charge you for sending mobile alerts.
an offer is withdrawn before a purchase is made. We’re not responsible for any charges imposed by
4. Spending on joint personal current accounts your mobile operator or app provider.
and by additional cardholders on credit 2. Accuracy of mobile alerts
card accounts
2.1 The mobile alerts you receive are accurate when our
4.1 On joint personal current accounts, our offers will systems create them. The details of funds available
match spending on your card and not on the card of in your accounts and the status of any other
the other account holder. Only the person who has information provided may change before and after
received an offer can earn cashback on it. We’ll pay you receive them.
cashback into the account you choose, whether it’s a
joint or sole account. 2.2 We cannot guarantee the availability or successful
delivery of mobile alerts. We’re not responsible for
4.2 Only the primary cardholder on a credit card account any loss, cost or charge you incur if mobile alerts
is eligible for Everyday Offers and can activate are unavailable at any time, or you don’t receive an
offers. Any spending by additional cardholders will alert promptly or at all – for example, if your device is
be used to generate new offers, but any cashback switched off or lacks signal or data connectivity.
they earn will be paid to the primary cardholder on
the account. 3. Changing your mobile phone number
5. Stopping the service and withdrawing or 3.1 You must tell us if your mobile phone number changes
changing offers or if your phone is lost or stolen. If you don’t tell us:
5.1 We can temporarily or permanently stop you using 3.1.1 we’ll continue sending alerts to your old device
the service immediately and withhold any unpaid or number until you tell us;
cashback if we reasonably believe that: 3.1.2 we won’t be liable for any loss you suffer if
5.1.1 you’re abusing the service; someone else finds out your product information.
5.1.2 you’re trying to gain cashback by fraudulent or
other illegal means.
5.2 We may withdraw the service by giving you two
months’ notice. If you’ve not broken this agreement,
we’ll still pay you any cashback you’ve earned on
payments made up to the date we withdraw the
service. You won’t be able to earn any more cashback
after this point.

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Money Manager 2. Depositing a cheque
1. Eligibility 2.1 The cheque imaging cut-off time is 10pm and
1.1 To be eligible for Money Manager, you must hold a our app will tell you if the cheque deposit process
personal current account with us. was successful.
2.2 If it was, this means the cheque image and related
2. De-activating and re-activating Money Manager details you provided were captured for processing.
2.1 Once you have registered for Money Manager, you It does not mean the cheque itself is problem-free
can de-activate it at any time. If you do this, your or that it will be paid. When we start processing the
Money Manager details will stay on our systems in information, we may still reject the cheque for a
case you later decide to re-activate the service. reason given in condition 3 below.
2.2 You can ask us to remove your Money Manager 2.3 You can see the status of cheques successfully
details from our systems. If you ask us to do this deposited through our app in the Deposit History
while Money Manager is activated, this will tab. This will show only cheques deposited using
automatically deactivate the service. However, we’ll cheque imaging on that device. It will not show
keep any information we need to provide you with cheque-imaging deposits made on another device
any other services you have with us. by you or by any joint account holder on their device.
Unsuccessful deposit attempts are not recorded or
3. Joint products displayed in our app.
3.1 Joint product holders will have a shared view of 2.4 While a cheque is being processed, its status will
transactions on joint products. Both parties will be show as ‘pending’. If the status of a cheque is shown
able to see any changes made by either party to how as ‘pending’ or ‘funds available’:
they choose to categorise entries on a joint product.
• you must not try to pay in the same cheque again
4. Transaction information in Money Manager using our app;

4.1 There may be a delay before your transactions • you must not try to pay in the same cheque again
in some other way, for example, at a branch.
appear in Money Manager.
2.5 If the status of a cheque is shown as ‘Rejected’,
4.2 Money Manager may not automatically
a message will be displayed in Deposit History
categorise certain types of transaction, such as
explaining why the cheque was rejected and what
overseas transactions.
you can do next.
5. Liability
3. Why might we reject a cheque?
5.1 We’re not responsible for any loss, cost or charge
3.1 To reduce the risk of fraud, we limit the value of
you incur if you cannot access Money Manager.
cheques you can pay in using cheque imaging. This
means you can pay in a single cheque up to the value
Cheque imaging
stated in our app, or several cheques that add up to
1. Types of cheque you can deposit that value on the same day. We may change these
1.1 You can only deposit sterling cheques payable from limits at any time, but you’ll always see the current
another Lloyds Bank account or a participating UK daily limit value displayed in our app.
bank or building society into a Lloyds Bank personal 3.2 For various reasons, we may be unable to process
current account or savings account where you are a cheque – please refer to your product terms and
a named account holder. You cannot use cheque conditions for full details. When depositing through
imaging to deposit the following cheques: cheque imaging, the following reasons could
• traveller’s cheques; also apply:

• bank giro credit; a. it is not a type of cheque we can accept;

• electronic vouchers; b. the cheque is not in pounds sterling;

• other non-standard cheques. c. the quality of the cheque image is not

good enough.
1.2 The cheque must be payable to you, and the name
on the cheque must match the name or one of the
names on the account you are paying it into.
1.3 You can’t deposit a cheque if you’ve previously
tried unsuccessfully to pay it in at a branch, Post
Office®, ATM machine or any other place; or if we
have previously refused to accept it through cheque
imaging for a reason in condition 3 below.

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4. What happens if we reject a cheque? 4. Card freezes on lost or stolen cards
4.1 If you successfully deposit a cheque but we later 4.1 If you know your card has been lost or stolen, you
reject it, this will show as a debit in your transactions should report this immediately by calling us or
in the Deposit History tab and the funds will no logging on to Internet Banking, rather than setting
longer be available. Unless prevented by law, we’ll up a card freeze.
also tell you the reason for the rejection and what
you should do next. 5. Exceptions and liability
4.2 A cheque can be returned unpaid even after you 5.1 When we receive a request for payment, we’ll
have paid it into your account, as explained in your make every effort to act on any card freezes you
product terms and conditions. have set up. However, sometimes transactions you
request will still go through or may be declined.
5. How long must you keep the paper cheque? This may include any ‘offline’ transactions that
5.1 You must keep the paper cheque until it is showing are not referred to us for prior authorisation – for
as ‘funds available’ in your Deposit History. This is in example, some contactless payments and recurring
case there are queries or you need to resubmit the transactions, such as magazine subscriptions.
cheque some other way. 5.2 When we consider whether or not a transaction
is permitted, we rely on the information retailers
Card freezes give us when they request a payment. If a retailer
incorrectly describes the type of transaction
What are card freezes? you are making so it doesn’t match a card freeze
you have set up, we may allow or decline the
Card freezes give you more control by allowing you to payment accordingly.
select how and where your card can be used.
5.3 We are not responsible for any loss, cost or charge
you incur if we allow a transaction you request and
1. Eligibility authorise despite having set up a card freeze. Also,
1.1 To set up a card freeze, you must hold a personal we are not liable for any loss, cost or charge you incur
Lloyds Bank debit card or credit card. The availability if a payment is made or declined for reasons beyond
and features of each card freeze may differ between our reasonable control.
debit cards and credit cards.
Account information service
2. Setting up a card freeze 1. Eligibility
2.1 Any card freezes you set up will apply to the card
1.1 The account information service is for customers
or cards you select – as identified by the 16-digit
in the United Kingdom only and is not intended for
card number on the relevant cards – and to any
use by customers located or resident in any other
replacement for those cards. The only exception is
jurisdiction, including Jersey, Guernsey, the Isle of
when you report a card lost or stolen. In this case,
Man or Gibraltar.
any card freezes you have set up will not apply to
the replacement card, so if you want a card freeze to 2. What is the account information service?
continue you will need to reset it yourself.
2.1 Our account information service allows you to keep
2.2 Who can set up and cancel a card freeze? track of your money by displaying balances and
information from online payment accounts held
Debit cards Credit cards with banks and other payment service providers in
one place.
Only the named Only the primary
2.2 By adding accounts you have with other providers,
cardholder for each card cardholder
we are able to show information from those accounts
alongside your Lloyds Bank products.
3. Adding and withdrawing card freezes
3.1 We may make new types of card freeze available
at any time. If we withdraw a card freeze, we’ll give
you two months’ notice unless we cannot do so for
reasons outside our control.

9
3. How does it work? 4.2 We will have no liability for any loss or damage arising
from your use of the account information service to the
3.1 In order to provide the service, we will access your extent that another of your payment service providers
online accounts with other payment service providers is responsible for that loss or damage.
by using a dedicated interface (such as an application
programme interface or “API”) set up by the payment 4.3 We will not be liable for any loss or damage caused
service provider. as a result of unauthorised access to the account
information service or any of your accounts if:
3.2 You give explicit consent for us to contact the providers
of the accounts you add to the account information a. you intentionally or negligently failed to take all
service, and to access and use the account information reasonable precautions to protect your security
relating to those accounts. details or any device used to access the service;
3.3 Where necessary to provide the service, we will engage b. you failed to notify us that the service was being
trusted third parties to access your accounts with other accessed in an unauthorised way after becoming
payment service providers. We will ensure that any of aware of it;
your data shared with third parties is secure at all times. c. you acted fraudulently.
3.4 When you use the service, we may analyse your 4.4 When you use our account information service, if
account information to give you a clearer picture and you suspect that any information shown about your
more control of your finances in a single place, enabling accounts held with another provider is incorrect, you
you to manage your money more effectively. must contact the provider of that account.
3.5 The information you provide must be accurate,
5. Stopping the account information service
complete and up to date and must not give a false
impression of your identity. Your right to access and use 5.1 You can end these terms and your use of the service
the service is personal to you and is not transferable. at any time without explanation or charge by using
the ‘Remove’ button within our app or calling us on
4. What happens if something goes wrong? 0345 604 4017. Lines are open 8am–8pm, seven
4.1 We will be liable for loss or damage you suffer as a days a week.
foreseeable result of us breaching the terms of our Not all Telephone Banking services are available
account information service, our failure to meet our 24 hours a day, seven days a week.
obligations under applicable law to protect your
information and keep it secure or of any obligation that
can’t be limited or excluded as a matter of law.

If you want to make a complaint, visit a branch or learn more online at:

Lloyds Bank plc To speak to us, call: 0800 072 3572

lloydsbank.com/contactus or +44 (0)173 346 2267 from overseas
Adviser service: 24/7
Lloyds Bank Corporate Markets plc
International.lloydsbank.com/contact-us

10
Lloyds Bank plc Lloyds Bank Corporate Markets plc

£ Go to lloydsbank.com £ international.lloydsbank.com

Õ  all us on 0345 300 0116 from the UK,

C
+44 (0)1733 232030 from overseas
Õ  all us on 0345 603 0955 from the UK or
C
+44 (0)1539 741478 from overseas
u Visit your local branch u I sland Community Bank customers can visit
their local branch

If you need this communication in another format, such

as large print, Braille or audio CD, please contact us.
You can call us using Relay UK if you have a hearing or speech impairment. There’s more information on
the Relay UK help pages www.relayuk.bt.com
SignVideo services are also available if you’re Deaf and use British Sign Language: lloydsbank.com/
help-guidance/accessibility/signvideo If you need support due to a disability please get in touch.
Lloyds Bank plc. Registered Office: 25 Gresham Street, London The Jersey branch of Lloyds Bank Corporate Markets plc, principal
EC2V 7HN. Registered in England and Wales no. 2065. Lloyds Bank plc place of business 9 Broad Street, St Helier, Jersey JE2 3RR, is licensed
is authorised by the Prudential Regulation Authority and regulated by the Jersey Financial Services Commission to carry on deposit-taking
by the Financial Conduct Authority and the Prudential Regulation business under the Banking Business (Jersey) Law 1991 and
Authority under registration number 119278. We adhere to The general insurance mediation business under the Financial Services
Standards of Lending Practice which are monitored and enforced by (Jersey) Law 1998 and has also notified the Jersey Financial Services
the LSB: www.lendingstandardsboard.org.uk Commission that it carries on money service business. Lloyds Bank
Calls and online sessions may be monitored and recorded. Corporate Markets plc, Jersey Branch, subscribes to the Jersey Code of
Not all Telephone Banking services are available 24 hours a day, Practice for Consumer Lending.
seven days a week. The Guernsey Branch of Lloyds Bank Corporate Markets plc, principal
The Post Office® and Post Office logo are registered trademarks of the place of business 1 Smith Street, St Peter Port, Guernsey GY1 2JN, is
Post Office Ltd. licensed by the Guernsey Financial Services Commission to carry on
a deposit-taking business under the Banking Supervision (Bailiwick
Lloyds Bank Corporate Markets plc. Registered Office and principal of Guernsey) Law 2020; as an insurance intermediary under the
place of business: 25 Gresham Street, London EC2V 7HN. Insurance Managers and Insurance Intermediaries (Bailiwick of
Incorporated in the United Kingdom with company number 10399850. Guernsey) Law, 2002 (as amended); to undertake credit business
Lloyds Bank Corporate Markets plc in the UK is authorised by the under the Lending, Credit and Finance (Bailiwick of Guernsey) Law,
Prudential Regulation Authority and regulated by the Financial 2022, Part II; and is also registered with the Guernsey Financial
Conduct Authority and the Prudential Regulation Authority under Services Commission as a money service provider.
registration number 763256. Authorisation can be checked on the
Financial Services Register at www.fca.org.uk The Isle of Man branch of Lloyds Bank Corporate Markets plc, principal
place of business Villiers House, 2 Victoria Street, Douglas, Isle of Man
Services provided by the Jersey, Guernsey and Isle of Man branches IM1 2LN, is licensed by the Isle of Man Financial Services Authority
of Lloyds Bank Corporate Markets plc will be subject to the regulatory to conduct deposit-taking and is also registered as an insurance
regime applicable in their respective jurisdiction, which will differ in intermediary in respect of general business.
some or all respects from that of the UK. Further information about the
regulatory status of the Jersey, Guernsey and Isle of Man branches of Lloyds Bank International and Lloyds Bank International Private
Lloyds Bank Corporate Markets plc, is set out below. Banking are the registered business names of Lloyds Bank Corporate
Markets plc in Jersey and the Isle of Man.
This information is correct as of July 2023.

Lloyds Bank Corporate Markets plc is authorised and regulated in the UK as the non-ring-fenced bank of the Lloyds Banking Group. The Jersey,
Guernsey and Isle of Man branches of Lloyds Bank Corporate Markets plc are each separately licensed as regulated deposit-takers in their
respective jurisdictions.
Lloyds Bank Corporate Markets plc is independent from Lloyds Bank plc, which is authorised and regulated in the UK as the ring-fenced bank
of the Lloyds Banking Group. For more information on ring-fencing visit international.lloydsbank.com/ringfencing

M60864 (07/23)