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A year in numbers


10 March 2021

Vim Maru, Retail Director, Lloyds Banking Group, said: "In the past 12 months the world has shifted on an extraordinary scale. Many of the plans we had for 2020 evaporated, or changed beyond recognition, and we were constantly adjusting to what felt like an ever-changing situation. Reflecting on the last year, I take stock of the deeply significant ways the pandemic has affected our customers, our communities, and our colleagues.

Spanning a million payment holidays, 880,000 calls to our specialist phone lines, £9.3billion in bounce back lending, not to mention 16,000 litres of hand sanitiser, I am profoundly impressed by the ways we have come together, to work through the challenges of the pandemic."
 

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Supporting our customers

750,000

wellbeing calls to customers

£1.4 billion statutory profit for the year ended 31 December 2020.

880,000

calls to our helpline for those aged over 70s & NHS workers

£1.4 billion statutory profit for the year ended 31 December 2020.

177m

Covid-19 support communications to customers

1.3m

payment holidays across mortgages, personal loans, credit cards and motor finance

£500

interest-free overdraft buffer automatically made available to over 9m customers

£1.4 billion statutory profit for the year ended 31 December 2020.

24,000

fixed-term savings account balances accessed free-of-charge saving customers £1.7m

£1.4 billion statutory profit for the year ended 31 December 2020.

300,000

small businesses supported with £9.3bn of Bounce Back Loan lending

50,000

customers helped to buy a home through our remote mortgage service

59,000

Halifax, Lloyds Bank and Bank of Scotland customers supported with travel insurance claims alongside over 270,000 travel queries

£1.4 billion statutory profit for the year ended 31 December 2020.

Banking online and on the move

17m

digitally active customers

£1.4 billion statutory profit for the year ended 31 December 2020.

12.5m

active mobile app customers. Increased by nearly 2 million over 2020

£1.4 billion statutory profit for the year ended 31 December 2020.

85%

of all products now opened through digital channels

£1.4 billion statutory profit for the year ended 31 December 2020.

80%

increase in cheques paid in through the mobile app in 2020

through the mobile app in 2020£1.4 billion statutory profit for the year ended 31 December 2020.

4bn

total logons in 2020

£1.4 billion statutory profit for the year ended 31 December 2020.

1,300

free digital devices and advice to 8,500 people delivered through We Are Digital partnership

We Are Digital partnership£1.4 billion statutory profit for the year ended 31 December 2020.

Our branches

18,000

Perspex screen shields installed to protect customers

£1.4 billion statutory profit for the year ended 31 December 2020.

4.4m

face masks deployed for colleague and customer use

colleague and customer use£1.4 billion statutory profit for the year ended 31 December 2020.

16,000

litres of hand sanitiser delivered

£1.4 billion statutory profit for the year ended 31 December 2020.

Working from home

50,000

colleagues now working from home

£1.4 billion statutory profit for the year ended 31 December 2020.

35,000

pieces of large equipment supplied for home workstations

£1.4 billion statutory profit for the year ended 31 December 2020.

13,000

laptops distributed

£1.4 billion statutory profit for the year ended 31 December 2020.

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