We want to ensure that as many people as possible, irrespective of their circumstances, have access to a bank account and the necessary support and skills to manage their money in a way that best meets their needs.

For customers in vulnerable circumstances, access to the right products and services is really important, but so is the ability and confidence to manage money effectively and to know where to go to for support when required.

Access to banking

Our commitment to financial inclusion is reflected in the Group being the largest provider of Basic Bank Accounts in the UK. With c.114,000 accounts opened across our brands in 2023, we are taking a significant step in promoting accessibility to essential financial services.

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

We’ve streamlined and simplified our processes to be able to better support these individuals with access to banking. We also work in partnership with a number of charities across the UK to support their clients with their banking needs.  

The Digital Inclusion Initiative

Video | 1 min

The Lloyds Bank Academy Digital Inclusion Initiative is an industry-led partnership to tackle the digital divide, addressing issues such as connectivity, access, and skills. 

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Financial capability

We have a number of specialist support teams, trained by leading charities who are able to offer more specialist support and guidance to customers in vulnerable circumstances:

Serious illness

Our serious illness team, trained by Macmillan Cancer Support, works with customers whose are struggling with their health to minimise the financial impact of their diagnosis.


Trained by Grief Encounter, our bereavement team supports customers to deal with practical and money-related matters following the death of a loved one.


Our domestic and financial abuse team, trained by leading charities Surviving Economic Abuse and Tender works with victim-survivors to help them rebuild and regain control of their finances.

Recognising that often more holistic support is required for customers in vulnerable circumstances, we continue to work with a number of other external organisations who can offer more holistic and specialist support such as Mental Health UK, Turn2Us, and Shelter among others. 

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


Payplan is a free, confidential advice service available to anyone worried about money, and can help reduce the amount people pay towards their debts each month.

StepChange Debt Charity

StepChange is the UK’s leading debt advice charity. They help over 635,000 people each year deal with their money worries with free, impartial and non-judgmental advice.


Turn2Us helps people in financial need gain access to welfare benefits, charitable grants and other financial help – online, by phone and face to face through our partner organisations.

The Money Advice Service

Set up by the UK government, MAS offers free and impartial money advice.

Supporting our customers with the rising cost of living

The high cost of living continues to put pressure on the UK’s finances. While everyone is affected in different ways, we’re here to help and are supporting our customers at every turn.