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Supporting customers with their financial wellbeing

Read about what we're doing to financially empower our customers, get the latest insights from our experts and explore some of the products and tools we offer.

Our approach to financial wellbeing is about offering support, tools and guidance that help customers to make informed decisions – whether that’s learning how to budget, save, or build confidence with digital banking.

By listening to what people need and partnering with local organisations, we're helping more people access the right kind of support at the right time.

From credit score tools to savings accounts and digital skills training, we're creating opportunities for people to take small steps toward stronger financial futures.

>11m

Customers registered for Your Credit Score since 2021

3.9m

New savings accounts opened in 2024

>2,600

students supported through our financial education lessons

 

What we're doing to empower customers to meet their financial goals


Through our family of consumer brands, we’re pro-actively supporting our customers, no matter where they are in life, by providing the right tools and resources.

Empowering our customers to meet their financial goals is just one of the ways that we’re Helping Britain Prosper.

Access to banking

We are the largest provider of Basic Bank Accounts in the UK.

There are specific groups who struggle with the traditional documentation that is usually used to open accounts, such as:

  • Victims of modern slavery and trafficking
  • Those fleeing domestic abuse
  • Those experiencing homelessness
  • Refugees and asylum seekers

Working in partnership with charities across the UK, we’ve streamlined and simplified our processes to be able to better support these individuals with access to banking.

Financial education

In 2024, we empowered over 1 million people to boost their financial and digital skills through initiatives like the Lloyds Bank Academy, Bank of Scotland Academy, Learn with Halifax, and tailored support for small businesses using technology to improve productivity.

Our Digital Helpline offers free one-to-one training, data, and devices to housebound or digitally-excluded individuals, helping nearly 4,700 people through partnerships with organisations like Assurant and Vodafone.

Working with social housing providers, charities and local authorities, we’ve supported 840,000 customers, individuals and small businesses with face-to-face financial and digital capability support.

Fighting fraud

Helping customers keep their money safe is a top priority at Lloyds Banking Group. We invest tens of millions of pounds every year in the latest technology to protect our customers from fraud.

We were the first organisation in Europe to introduce new state of the art fraud prevention technology, helping protect our 30 million customers from telephone fraudsters.

But we can't do it alone, which is why we partner with a range of organisations to help fight fraud together. 

Visit the fraud hub

Putting more money in people’s pockets

From tools that boost credit scores to features that uncover unclaimed benefits, we’re putting practical support directly into people’s hands.

Whether it’s through our in-app Benefit Calculator, savings insights, or personalised financial guidance, we’re committed to helping customers stretch their income further and build a more secure financial future.

More on our products & tools

Support for vulnerable customers

Specialist customer support

Recognising that often more holistic support is required for customers in vulnerable circumstances, we continue to work with a number of external organisations who can offer more holistic and specialist support.

Through our brands, we also signpost our customers to a number of organisations who can offer free and independent debt advice:

Domestic and financial abuse

Our Domestic and Financial Abuse team has provided support to over 13,000 victim-survivors to rebuild their finances.

Specially trained by the domestic abuse charity, Surviving Economic Abuse, our colleagues are able to support customers in the way that best suits their needs.

Tailored support

Throughout 2024, we have helped customers across over 535,000 accounts in financial difficulty by offering tailored solutions that meet their needs and help them on the path to financial resilience.

Through our bespoke partnership with Citizens Advice, we are able to refer customers to them for support. Our partnership with Citizens Advice is a significant step in transforming our support offering for vulnerable customers facing financial difficulties.

Meet our financial wellbeing experts

Sam Clark

Sam Clark

Customer Affordability & Data Director

Sam's background
Liz Zeigler

Liz Ziegler

Retail Fraud & Financial Crime Director

Liz's background

Latest insight from our experts

Lloyds Premier: enhancing our mass affluent customer proposition

21 May 2025 | Jo Harris 

Explore how Lloyds Premier is revolutionising financial management for mass affluent customers with incomes of £100k+.

Read Jo's article

What are romance scams and how can they be avoided?

26 Mar 2025 | Liz Ziegler

“The added layer of emotional deception involved with romance scams means that victims could be left emotionally and financially devastated”.

Read Liz's article

Your Credit Score: supporting over 10 million customers

18 Feb 2025 | Sam Clark

Your Credit Score is helping customers take control of their money, build their financial confidence, and even tackle fraud.

Read Sam's article

How can Income Protection support financial resilience?

28 Jan 2025 | Rose St Louis

Scottish Widows launched income protection to help support customers through life’s biggest challenges.

Read Rose's article

Are savers making the most of their tax-free ISA allowance?

28 Feb 2025 | Simon Caddick 

Different types of ISA come with their own benefits and uses, but they all offer significant tax benefits compared to standard savings accounts. Find out why savers should be making the most of ISA season this year.

Read Simon's article

What is the emotional impact of Fraud?

5 Dec 2024 | Suleman Lazarus & Liz Ziegler

Fraud doesn’t only impact finances – like any other crime, it can have a knock-on effect on the victim’s mental well-being and sense of safety.

Read the article

Money mules: how we’re protecting our customers from financial fraud

16 Aug 2024 | Liz Ziegler

Financial fraud is one of the most common types of crime in the UK. Find out how Lloyds Banking Group is cracking down on 'money mules' accounts.

Read Liz's article

Building financial confidence – supporting young adults in the 2020s

8 May 2024 | Sam Clark

For twentysomethings in the 2020s, a unique combination of financial pressures is having an impact on their financial stability, confidence, and ability to plan for the long-term.

Read Sam's article

Frequently asked questions about financial wellbeing

Why does a credit score matter?

A credit score shows how someone has managed their money in the past and how banks will view them when they are looking for lending. Someone with a good credit score will be more likely to be able to access a wider range of financial products and rates, so having a strong credit score is really important for anyone who wants to, say, buy a house or take out a credit card. 

More on credit score

What do consumers need to know about ISAs?

An ISA - or Individual Savings Account - is a tax-free savings or investment account available in the UK with an annual allowance of £20,000 each tax year.

More on ISAs

Data and resources

19 Aug 2025 | Lloyds

Lloyds and PayPoint super-charge customer choice for cash deposits

8 Aug 2024 | Lloyds

Glitter, beats and… budget sheets? Your guide to spending less at festivals

18 Jul 2024 | Lloyds

Lloyds makes its Ready-Made Investments the market leader on costs

More press releases

More financial wellbeing content

Backing businesses

Many businesses have faced new challenges in recent years.

Our role is to be by the side of our business customers to support their ambitions and help them seize opportunities for growth wherever possible.

Supporting businesses

Regional development, charities and communities

We're committed to supporting the UK's regions and communities, supporting the regeneration of low-income areas, addressing disparities, and fostering investment and growth.

Regional development

Supporting the housing market

We aspire to contribute to a UK in which everyone has access to affordable, safe and sustainable homes in places they want to live.

Supporting the housing market

Last updated: 26 August 2025