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: 1. This agreement

• ‘You’ are the customer who has registered for Internet 1.1 This agreement applies to your use of Internet
Banking; and Banking and any Additional Services. If there are any
• ‘We’ are Lloyds Bank plc for customers accessing inconsistencies between the Internet Banking terms
personal accounts held in the UK; or Lloyds Bank and conditions and the Additional Services terms
Corporate Markets plc trading as Lloyds Bank and conditions, the Additional Services terms and
International for customers accessing personal accounts conditions will apply.
held in Jersey, Guernsey or Isle of Man. 1.2 Unless we tell you otherwise, this agreement doesn’t
change any of the terms and conditions that relate
What is Internet Banking? to the accounts or other services you access through
Internet Banking. We have separate account or
Internet Banking is our online service where
service agreements with you for these. If we tell
you can access most of your personal
you that any of this agreement’s terms apply to an
accounts using a computer, mobile, tablet or
account or other service you use but it conflicts with
other device, either through your browser or
a term in your account or service agreement, the
our app. It includes the Additional Services
term in this agreement will apply.
listed below.
2. Charges
We may also display information about
accounts you hold with other Lloyds Banking 2.1 We don’t charge you to use Internet Banking or
Group companies, and from third party the Additional Services but your network operator
companies, for example through Open or internet provider may charge you for using
Banking. the internet.
2.2 Any charges that apply for making transactions using
Internet Banking will be made under your relevant
What are the Additional Services? account agreement, not this agreement. This is
Customers who are registered for Internet explained in the information we give you about
Banking may be able to use Additional the account.
Services, which currently include the following:
3. Using Internet Banking and the Additional
• Paper-free statements and Services abroad
correspondence;
3.1 You should be able to view information or perform
• Pay a Contact; transactions on your accounts if you use Internet
• Everyday Offers; Banking in a country outside the UK, Channel Islands
and Isle of Man.
• Money Manager;
If you want to use Internet Banking or any of the
•
3.2
Mobile alerts;
Additional Services in a country outside the UK,
• Cheque imaging; Channel Islands and Isle of Man, you’re responsible
• Card freezes; for finding out whether it is lawful to do so in that
country. You’re responsible for complying with its
• Account information service.
local laws. We’re not responsible for any loss that
results if you break local laws.
Please read our privacy policy. It explains how we’ll use your
personal information and gives details about how we use
cookies. For Lloyds Bank plc customers, the privacy policy is
available at lloydsbank.com/privacy; and for Lloyds Bank
Corporate Markets plc Jersey, Guernsey and Isle of Man
customers it is at international.lloydsbank.com/privacy

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4. Joint accounts If you are thinking of using a third party provider, you
should check it is authorised before you use it. Channel
4.1 You can use Internet Banking to access any joint
Islands and Isle of Man customers should also be aware
accounts you have. You may be able to give us
that local laws may not permit the use of third party
instructions about them independently of the other
providers. We’re not responsible for any loss that results
account holders. You must each register separately
if you break local laws by using a third party provider.
for Internet Banking.

5. Viewing account information 8. Access to Internet Banking and the

Additional Services
5.1 Where we display information about your accounts,
some of it may not be updated in real time. You
should check with us, or the relevant account
Please note
provider, for up-to-date information. Not all Internet Banking services are available
24 hours a day, 7 days a week.
6. Accessing the Additional Services
6.1 We may provide some of our Additional Services 8.1 You can usually use Internet Banking and the
automatically to you. Others you may need to Additional Services at all times but occasionally
activate. You can opt out of any of the Additional repairs, updates and maintenance on our systems
Services that are available to you in Internet Banking may mean some or all of the services aren’t available
unless we have indicated your right to do so may be or may be slow for a short time.
limited in some way.
8.2 We won’t be liable to you if you suffer any loss in such
7. Security circumstances. This is because you should be able to
give us instructions by other means, for example by
7.1 We will ask you to confirm your identity when you calling us or coming into one of our branches.
log on and before we accept certain instructions you
give us through Internet Banking. We may also rely 8.3 We may suspend, restrict or stop your use of Internet
on some of the security functions on the devices Banking, the Additional Services or the use of
you use when you access Internet Banking, such your security details if we reasonably think this is
as location data and biometric tools. From time to necessary because, for example:
time we may apply additional security checks to help a. the security of your account or Internet Banking
confirm your identity. is at risk;
7.2 We may use software and other technology to help b. we suspect unauthorised or fraudulent use of your
us identify you, and to detect viruses or malicious security details or Internet Banking;
software (malware) on the computer or device you c. a device is being used that we do not recognise,
use to access Internet Banking. If we detect these seems to have been modified or is being used in
things, we may suspend, restrict or block your access an unusual way;
to Internet Banking or the use of your security
details. If this happens, you may not be able to access d. we must comply with a legal or regulatory
some or all of our Internet Banking services again requirement;
until you have removed the viruses or malware. If we e. you’ve knowingly given us false information about
tell you that you should use new security details to yourself or another account holder;
access your accounts, you must do so. f. a systems failure has occurred;
7.3 You must always keep your security details secure g. a third party has failed to supply services;
and not share them with anyone, including any joint
account holders. You must also ensure that only h. something happens beyond our reasonable
your biometric information (such as your fingerprint control;
when using Touch ID) is registered on any devices i. this agreement ends.
you use to access Internet Banking. We’ll never 8.4 We may prevent access to Internet Banking if you’re
phone, text or email you asking for your password or using an outdated browser or are using a version
memorable information. of our app we no longer support. How well Internet
7.4 You may use third party providers who offer account Banking works may also be affected by your browser
information services or payment initiation services settings. You can restore your access by updating
(or both) so long as: to the latest version of the browser or app, or by
• they’re authorised by law; reinstating settings that have been disabled.

• they’re open and transparent about their identity;

• they’re acting in line with the relevant
regulatory requirements.

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 8.5 We may de-register you or suspend your use of
Internet Banking or security details for security Types of change
reasons if you haven’t used them for a long time or • A change in regulatory requirements –
do not use them for 90 days after registering. If we do for example, if the law changes or our
this, you can ask us to reactivate them but you may regulator changes its rules or guidance.
need to re-register.
• To reflect changes in Internet Banking
8.6 If possible, we’ll contact you before suspending, or the Additional Services available
restricting or blocking your access to tell you we’re to you.
doing so and why. We explain how we may contact
you in section 11 of this agreement. However, we • To do something that is to
your advantage.
may not always be able to contact you, for example
because of legal or regulatory restrictions. • A change in the cost of providing
Internet Banking.
8.7 You must not use Internet Banking or any software
we provide (e.g. our app) except for your own use. • Any other change that affects us if it is
You may not adapt, alter, modify, copy or reverse- fair to pass on its impact to you.
engineer it or allow someone else to do the same.
10.4 We may make changes for any other reason we
9. How you can end this agreement
cannot foresee.
9.1 You may end this agreement at any time without 10.5 If you don’t want to accept a change we tell you
explanation or charge by calling our helpdesk or about in advance, you can end this agreement by
visiting us in branch. telling us before the change comes into effect. You
10. How we can end or change this agreement can also end this agreement at any time after we
make the change but the change will apply to you
10.1 We’ll usually notify you of changes using your until you do.
Internet Banking secure inbox, but we may also use
email, SMS, post, online notifications or any other 11. How we’ll contact you
appropriate messaging service. Provided we give 11.1 If we need to contact you about Internet Banking or
you at least two months’ notice in advance, we can: the Additional Services, we’ll normally do so through
a. change any of these terms or conditions, your Internet Banking secure inbox. We’ll never
including introducing or changing charges, change any documents held in your Internet Banking
changing the terms or conditions of the Additional secure inbox or your personal account area after we
Services, or withdrawing an Additional Service; have sent them.
b. end this agreement. 11.2 We may also communicate with you in any other way
that is personal to you. This may include email, SMS,
We can also make a change that is to your post, online notifications or any other appropriate
advantage without telling you in advance. messaging service.
10.2 The notice period will start from the date we tell 11.3 You must tell us if your name or contact details
you we have delivered the notice to your Internet change, including any email addresses, mobile
Banking secure inbox or have sent it by one of the phone numbers or other contact details. If you don’t
other means. tell us, we won’t be responsible if we can’t contact
10.3 We can make a change for a reason set out below. If you or we use outdated contact details to send
we do, the change we make will be a reasonable and you information.
proportionate response to a change that is affecting
12. How you can contact us
us or that we reasonably think will affect us.
12.1 You can get in touch with us by visiting your branch
or calling us. Details of our telephone numbers are
available within Internet Banking, on the website and
from our branches.

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13. Complaints
13.1 If you have a complaint, please contact us using the details available within Internet Banking, on the 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 Government Buildings, Lord Street, Douglas, Isle of Man IM1 1LE
(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 account you’re accessing through Internet Banking (for
example, if English law or Jersey law applies to your account, 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 non-ring-
Markets plc 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 regulated 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 take deposits and insurance intermediary business under the
Banking Supervision (Bailiwick of Guernsey) Law, 2020, and the Insurance Managers and
Insurance Intermediaries (Bailiwick of Guernsey) Law, 2002 (as amended), respectively,
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 is the registered business name of Lloyds Bank Corporate Markets
plc in Jersey and the Isle of Man.

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Additional Services
Paper-free statements and correspondence 2. When you register for Pay a Contact, your name and
These paper-free statements and correspondence terms mobile number will be stored on a database managed
apply to accounts you access through Internet Banking. by a third party for the participating banks and building
societies. This information will be shared with:
1. When you are registered for Internet Banking, we may a. the third party managing the Paym service and its
send information about the accounts you can access suppliers, including employees or contractors of the
through it electronically rather than on paper. You can third-party operator or its suppliers;
tell us if you would prefer to receive this information
on paper, but this may not be possible for some types b. participating banks and building societies;
of account. c. any person who is registered to use Pay a Contact or
Paym through us or through another bank or building
2. If we send you information electronically, we’ll do this society. This will allow them to verify your name when
by posting it in Internet Banking or sending it to your sending you money.
Internet Banking secure inbox. Any information you
receive through Internet Banking will be in PDF, HTML or 3. You must use Pay a Contact only to send and receive
a similar format, that allows you to keep or download it. payments. You must not use it or information obtained
Your statements and correspondence contain important through it for any other purpose.
information, so we encourage you to keep a copy of
them in a way that allows you to refer to them again in 4. Paym is a trademark of the Mobile Payment Service
the future. Company Limited and is used under licence.

3. If you have a joint account and one of you registers for Everyday Offers
Internet Banking, we may send information about that 1. Eligibility
account electronically through Internet Banking. If this
happens, it means we will not have to send information 1.1 To be eligible for Everyday Offers you must:
on paper to either of you for that account. a. be over 18;
b. have a debit or credit card (as primary cardholder)
Before you register for Internet Banking, you must first
from a personal account with us;
make sure all joint account holders agree you can do
this. We’ll write to them to confirm the change and stop c. be registered for Internet Banking.
sending information on paper. If they are not registered 1.2 You also need to activate individual offers before you
for Internet Banking they can sign up to the service to can earn cashback.
receive the information electronically.
2. Receiving cashback
4. If you ask us to change your account from one type to
2.1 Cashback you earn will be paid in line with the
another, your agreement to receive statements and
conditions that apply to the offer when you activate it.
correspondence electronically will also apply to your new
account unless you tell us otherwise. 2.2 We’ll normally pay cashback from debit and credit
card offers into your personal current account or
5. We may still send you some or all of the information credit card account on or before the last working day
relating to your accounts on paper. For example, we of the month after the month we receive details of
may not be able to provide all of your statements or your payment. This may be in a different month from
correspondence electronically and it may not always be when you made the payment – see example:
appropriate for us to do so.
Example
Pay a Contact
• Friday 28 August – you activate an offer
1. The Pay a Contact service is available through our app.
You can make payments using Pay a Contact without
• Sunday 30 August – you make a
payment that qualifies for £10 cashback
registering for the service, but to receive payments you
must be registered. • Tuesday 1 September – we receive
details of the payment
• Friday 30 October – we pay your £10
cashback to your account

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

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3. Changing your mobile phone number 1.2 The cheque must be payable to you, and the name
on the cheque must match the name or one of the
3.1 You must tell us if your mobile phone number changes names on the account you are paying it into.
or if your phone is lost or stolen. If you don’t tell us:
1.3 You can’t deposit a cheque if you’ve previously
3.1.1 we’ll continue sending alerts to your old device tried unsuccessfully to pay it in at a branch, Post
or number until you tell us; Office®, ATM machine or any other place; or if we
3.1.2 we won’t be liable for any loss you suffer if have previously refused to accept it through cheque
someone else finds out your account information. imaging for a reason in condition 3 below.

Money Manager 2. Depositing a cheque

1. Eligibility 2.1 The cheque imaging cut-off time is 10pm and
our app will tell you if the cheque deposit process
1.1 To be eligible for Money Manager, you must hold a was successful.
personal current account with us.
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.
It does not mean the cheque itself is problem-free
2.1 Once you have registered for Money Manager, you
or that it will be paid. When we start processing the
can de-activate it at any time. If you do this, your
information, we may still reject the cheque for a
Money Manager details will stay on our systems in
reason given in condition 3 below.
case you later decide to re-activate the service.
2.3 You can see the status of cheques successfully
2.2 You can ask us to remove your Money Manager
deposited through our app in the Deposit History
details from our systems. If you ask us to do this
tab. This will show only cheques deposited using
while Money Manager is activated, this will
cheque imaging on that device. It will not show
automatically deactivate the service. However, we’ll
cheque-imaging deposits made on another device
keep any information we need to provide you with
by you or by any joint account holder on their device.
any other services you have with us.
Unsuccessful deposit attempts are not recorded or
3. Joint accounts displayed in our app.
3.1 Joint account holders will have a shared view of 2.4 While a cheque is being processed, its status will
transactions on joint accounts. 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 account. • you must not try to pay in the same cheque again
using our app;
4. Transaction information in Money Manager
• you must not try to pay in the same cheque again
4.1 There may be a delay before your transactions 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 you 3.1 To reduce the risk of fraud, we limit the value of
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
limits at any time, but you’ll always see the current
1.1 You can only deposit sterling cheques payable from daily limit value displayed in our app.
another Lloyds Bank account or a participating UK
bank or building society into a Lloyds Bank personal
current account or savings account where you are
a named account holder. You cannot use cheque
imaging to deposit the following cheques:
• traveller’s cheques;
• bank giro credit;
• electronic vouchers;
• other non-standard cheques.

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 3.2 For various reasons, we may be unable to process 3. Adding and withdrawing card freezes
a cheque – please refer to your account terms and
conditions for full details. When depositing through 3.1 We may make new types of card freeze available
cheque imaging, the following reasons could at any time. If we withdraw a card freeze, we’ll give
also apply: you two months’ notice unless we cannot do so for
reasons outside our control.
a. it is not a type of cheque we can accept;
b. the cheque is not in pounds sterling; 4. Card freezes on lost or stolen cards
c. the quality of the cheque image is not 4.1 If you know your card has been lost or stolen, you
good enough. should report this immediately by calling us or
logging on to Internet Banking, rather than setting
4. What happens if we reject a cheque? up a card freeze.
4.1 If you successfully deposit a cheque but we later 5. Exceptions and liability
reject it, this will show as a debit in your transactions
in the Deposit History tab and the funds will no 5.1 When we receive a request for payment, we’ll make
longer be available. Unless prevented by law, we’ll every effort to act on any card freezes you have set
also tell you the reason for the rejection and what up. However, sometimes transactions you request
you should do next. will still go through or may be declined. This may
include any ‘offline’ transactions that are not referred
4.2 A cheque can be returned unpaid even after you
to us for prior authorisation – for example, some
have paid it into your account, as explained in your
contactless payments and recurring transactions,
account terms and conditions.
such as magazine subscriptions.
5. How long must you keep the paper cheque? 5.2 When we consider whether or not a transaction
is permitted, we rely on the information retailers
5.1 You must keep the paper cheque until it is showing
give us when they request a payment. If a retailer
as ‘funds available’ in your Deposit History. This is in
incorrectly describes the type of transaction you are
case there are queries or you need to resubmit the
making so it doesn’t match a card freeze you have set
cheque some other way.
up, we may allow or decline the payment accordingly.
Card freezes 5.3 We are not responsible for any loss, cost or charge
you incur if we allow a transaction you request and
What are card freezes? authorise despite having set up a card freeze. Also,
we are not liable for any loss, cost or charge you incur
Card freezes give you more control by allowing you if a payment is made or declined for reasons beyond
to select how and where your card can be used. our reasonable control.

1. Eligibility Account information service

1.1 To set up a card freeze, you must hold a personal 1. Eligibility
Lloyds Bank debit card or credit card. The availability 1.1 The account information service is for customers
and features of each card freeze may differ between in the United Kingdom only and is not intended for
debit cards and credit cards. use by customers located or resident in any other
jurisdiction, including Jersey, Guernsey, the Isle of Man
2. Setting up a card freeze
or Gibraltar.
2.1 Any card freezes you set up will apply to the card
or cards you select – as identified by the 16-digit 2. What is the account information service?
card number on the relevant cards – and to any 2.1 Our account information service allows you to keep
replacement for those cards. The only exception is track of your money by displaying balances and
when you report a card lost or stolen. In this case, information from online payment accounts held
any card freezes you have set up will not apply to with banks and other payment service providers in
the replacement card, so if you want a card freeze to one place.
continue you will need to reset it yourself.
2.2 By adding accounts you have with other providers,
2.2 Who can set up and cancel a card freeze? we are able to show information from those accounts
alongside your Lloyds Bank accounts.
Debit cards Credit cards

Only the named Only the primary

cardholder for each card cardholder

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.
4.1 We will be liable for loss or damage you suffer as a
foreseeable result of us breaching the terms of our
account information service, our failure to meet our
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 Island Retail 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 regulated
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. Not all Corporate Markets plc, Jersey Branch, subscribes to the Jersey Code of
Telephone Banking services are available 24 hours a day, 7 days a week. Practice for Consumer Lending.

The Post Office® and Post Office logo are registered trademarks of the The Guernsey branch of Lloyds Bank Corporate Markets plc, principal
Post Office Ltd. place of business 1 Smith Street, St Peter Port, Guernsey GY1 2JN,
is licensed by the Guernsey Financial Services Commission to take
Lloyds Bank Corporate Markets plc. Registered Office and principal deposits and insurance intermediary business under the Banking
place of business: 25 Gresham Street, London EC2V 7HN. Supervision (Bailiwick of Guernsey) Law, 2020, and the Insurance
Incorporated in the United Kingdom with company number 10399850. Managers and Insurance Intermediaries (Bailiwick of Guernsey)
Lloyds Bank Corporate Markets plc in the UK is authorised by the Law, 2002 (as amended), respectively, and is also registered with the
Prudential Regulation Authority and regulated by the Financial Guernsey Financial Services Commission as a money service provider.
Conduct Authority and the Prudential Regulation Authority under
registration number 763256. Authorisation can be checked on the The Isle of Man branch of Lloyds Bank Corporate Markets plc, principal
Financial Services Register at www.fca.org.uk place of business Villiers House, 2 Victoria Street, Douglas, Isle of Man
IM1 2LN, is licensed by the Isle of Man Financial Services Authority
Services provided by the Jersey, Guernsey and Isle of Man branches to conduct deposit-taking and is also registered as an insurance
of Lloyds Bank Corporate Markets plc will be subject to the regulatory intermediary in respect of general business.
regime applicable in their respective jurisdiction, which will differ in
some or all respects from that of the UK. Further information about the Lloyds Bank International is the registered business name of
regulatory status of the Jersey, Guernsey and Isle of Man branches of Lloyds Bank Corporate Markets plc in Jersey and the Isle of Man.
Lloyds Bank Corporate Markets plc, is set out below. This information is correct as of January 2022.

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 (01/22)