Lloyds Banking Group is a leading UK based financial services group providing a wide range of banking and financial services, focused on personal and commercial customers.

two men at a laptop in a cafe

Transforming the Group for success in a digital world

In February 2018, we launched our new three year strategy and are investing more than £3 billion. 

Given our customer focused strategy, ambitious transformation programme and digital strength, the Group is well placed to support customers, Help Britain Prosper and deliver long-term sustainable success. 

Our strategy

Helping Britain Prosper and becoming the best bank for customers, colleagues and shareholders

We are a simple, low-risk, customer focused UK financial services provider with distinctive and sustainable competitive strengths. 

Combined through our purpose, our culture, our aim and our brands, the Group has a unique customer proposition enabling us to serve the financial needs of our customers in one place.

Our business model

Structure of the Group

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Retail

Our Retail division is a leading provider of current accounts, savings, credit cards, loans, mortgages, insurance and motor finance.

We have one guiding focus – to be the best bank for customers by improving customer service and earning trust and loyalty from making customers central to everything we do. With our strong brands including Lloyds Bank, Halifax and Bank of Scotland, our Retail division serves millions of customers.

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Commercial Banking

Our Commercial Banking division has a rich heritage of supporting businesses and the economic prosperity of the nation, primarily focused on UK businesses and those with strong links to the UK.

We provide customers with the support they need to help them grow, manage risk and enhance efficiency. And we continue to invest in our relationship teams and deepen our product expertise to ensure we deliver first class service.

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Insurance and Wealth

Our Insurance and Wealth division helps millions of customers with their long-term protection, retirement and investment needs.

Our Insurance business is one of the largest in the UK. We have a strong heritage, helping our customers every day with their diverse and critical needs including life insurance, pensions, investments and general insurance (home and car).

Group Services and Functions

In support of our vision to become the best bank for customers, our Group Services deliver for our customers every day, through the technology they provide, the branches they maintain, the telephony centres they staff and the many customer requests they process every day.

The scale of operations required to support this in a robust and dependable way is one of the keys to the Group’s success – it is the backbone to our delivery to customers.

The Board

The Group is led by a Board comprising a Chairman, independent Non-Executive Directors and Executive Directors.

The Board of Directors

Corporate governance

 A summary of the Group’s corporate governance.

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Customer complaints data

We aim to learn from all complaints, looking to understand what actions we can take to make sure they are less likely to happen again.

Sometimes that action is to update our systems, or to improve our processes to cut down call waiting times; sometimes it is providing more training or information to equip colleagues in giving them the information customers need.

Complaints data