{ "meta": { "LastUpdated": "2026-02-13T09:49:51.095Z", "TotalResults": 1, "Agreement": "Use of the APIs and any related data will be subject to the terms of the Open Licence and subject to terms and conditions", "License": "https://www.openbanking.org.uk/open-licence", "TermsOfUse": "https://www.openbanking.org.uk/terms-conditions" }, "data": [ { "Brand": [ { "BrandName": "Lloyds Bank", "PublicationDate": "13-Feb-26", "MeasurementPeriodStartDate": "01-Oct-25", "MeasurementPeriodEndDate": "31-Dec-25", "Notes": "Service Quality Information for Personal Current Accounts", "ServicesMatterAvailability": { "ServicesMatterAvailabilityDetails": [ { "MatterType": "CheckBalanceTransaction", "24HourHelp": "No", "ServiceMatterAvailabilityMethod": [ { "MatterMethodType": "Telephone", "24HourAvailable": "No", "Note": "The following contact times indicate only where you can speak to a suitably trained individual. 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"ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SendingMoneyWithinUK", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1600" } ] } ] } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "SendingMoneyOutsideUK", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking" } ] }, { "ActionType": "PayingInCheque", "24HourAvailable": "Yes", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking", "ServiceLevelDescription": "24 Hours Monday to Sunday" } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "No", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "TelephoneBanking", "Note": "Appropriate verification required", "Day": [ { "Name": "Monday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Tuesday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Wednesday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Thursday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Friday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Saturday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] }, { "Name": "Sunday", "AvailableHours": [ { "OpeningTime": "0800", "ClosingTime": "1800" } ] } ] } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "InternetBanking" } ] }, { "ActionType": "CancellingCheque", "24HourAvailable": "NotPossible", "ServiceActionAvailabilityMethod": [ { "ActionMethodType": "MobileBanking" } ] } ] }, "OperationalSecurityIncidentMetrics": { "OperationalSecurityIncidentMetricsDetails": [ { "IncidentMetricsType": "TotalNumberIncidentReported", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders. A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "7" } ] }, { "IncidentMetricsType": "IncidentsAffectingTelBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "IncidentsAffectingMobBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "IncidentsAffectingInternetBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "IncidentDetails": [ { "IncidentReportingType": "Quarterly", "FromDate": "01-Oct-25", "ToDate": "31-Dec-25", "IncidentCount": "1" } ] }, { "IncidentMetricsType": "TotalNumberIncidentReported", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders. A single incident that impacts more than one part of our business (Telephony, Mobile, Internet Banking) will only count as one reportable incident to the FCA. This means the total number of incidents reported to the FCA may be different to the sum of the incidents shown as impacting our telephone, mobile and internet services.", "OtherIncidentMetricsType": { "Name": "In the 12 months between 1st January 2025 and 31st December 2025", "Description": "In the 12 months between 1st January 2025 and 31st December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "29" } ] }, { "IncidentMetricsType": "IncidentsAffectingTelBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months between 1st January 2025 and 31st December 2025", "Description": "In the 12 months between 1st January 2025 and 31st December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "3" } ] }, { "IncidentMetricsType": "IncidentsAffectingMobBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months between 1st January 2025 and 31st December 2025", "Description": "In the 12 months between 1st January 2025 and 31st December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "6" } ] }, { "IncidentMetricsType": "IncidentsAffectingInternetBanking", "Note": "These numbers represent incidents affecting Lloyds Bank personal current account holders as well as business current account holders.", "OtherIncidentMetricsType": { "Name": "In the 12 months between 1st January 2025 and 31st December 2025", "Description": "In the 12 months between 1st January 2025 and 31st December 2025" }, "IncidentDetails": [ { "IncidentReportingType": "Other", "FromDate": "01-Jan-25", "ToDate": "31-Dec-25", "IncidentCount": "5" } ] } ] }, "ComplaintsData": { "CompliantsDataDetails": { "CompliantsDataAvailable": "Yes", "CompliantsInfoURL": "http://www.lloydsbankinggroup.com/our-group/our-customers/page/ ", "OmbudsmanURL": "http://www.ombudsman-complaints-data.org.uk/" } }, "AccountOpeningTimeLineDetails": { "AccountOpeningURL": "https://apply.lloydsbank.co.uk/sales-content/cwa/l/pca/index-app.html?product=classicaccountLTB#!b", "AccountOpeningDocumentationURL": "https://www.lloydsbank.com/accountopeningguide/", "AccountOpeningTimelineParameters": [ { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "100" } ] }, { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "OpenCurrentAccountsAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Account opening measurement starts when the customer has provided us with all of the documents and information we need and ends when we notify the customer that their account is open and they can make deposits. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "5" } ] }, { "OpeningAccountTimelineType": "DebitCardAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Debit card measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "8" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "18" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "2" } ] }, { "OpeningAccountTimelineType": "InternetBankingAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Internet banking measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "6" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Overdraft measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "100" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Overdraft measurements start from the point of account opening and end when the customer has received everything needed to access the service.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "0" } ] }, { "OpeningAccountTimelineType": "OverdraftAvailability", "Notes": "All measurements are in calendar days and so include weekends and bank holidays. Overdraft measurements start from the point of account opening and end when the customer has received everything needed to access the service. The 99% of customers measurement indicates that 99% of customers will receive the relevant service within this time.", "AccountOpeningTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "0" } ] } ] }, "CardReplacementTimeLine": { "CardReplacementTimeLineDetails": [ { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "SameDay", "MetricsValue": "0" } ] }, { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "OnAnAverage", "MetricsValue": "5" } ] }, { "CardReplacementTimeline": "DebitCardReplacement", "CardReplacementTimelineMetrics": [ { "TimelineMetricsType": "WithinDays", "MetricsValue": "7" } ] } ] }, "AccountOpeningSummary": { "DocumentAndInfoURL": "https://www.lloydsbank.com/accountopeningguide/", "SummaryDescription": "To open any of our accounts, a new customer will need to provide us with the documents and information set out in our account opening checklist.", "AccountOpeningSummaryDetails": [ { "AccountOpeningChannelType": "OpenAccountWithoutVisit", "ChannelUsage": "InSomeCases" }, { "AccountOpeningChannelType": "VisitBranchWithoutAppointment", "ChannelUsage": "InSomeCases" }, { "AccountOpeningChannelType": "SendingDocumentElectronically", "ChannelUsage": "InSomeCases" }, { "AccountOpeningChannelType": "OpenAccountByPost", "ChannelUsage": "No" } ] } } ] } ] }