Lloyds Banking Group launches dedicated helpline to support elderly customers during pandemic

The group has announced a package of new measures to support vulnerable customers, which includes a process to place a priority on taking calls from NHS staff.

In a statement, Lloyds said: "We’re announcing a range of new measures to offer more practical support to our most vulnerable customers during this difficult time. These apply to customers of Lloyds Bank, Halifax and Bank of Scotland.

"We’re writing to over three million customers to explain the support available, including a guide on how best to manage their money and stay safe from fraud."

The statement added: "Colleagues are working hard to help customers and because our telephone lines are incredibly busy, we have introduced a new telephone service for those over 70. This is a dedicated phone number to help those who need our support the most. The number is included in the letters and emails we’re sending to these customers.

"We are also identifying any other customers who may need extra support at this time, such as NHS workers, or those who have previously informed us that they have specific service needs because of a vulnerability, and we will be prioritising their calls through our existing lines where possible."

"Online and mobile banking provides the simplest way to manage a bank account from home. However, for those who don’t bank digitally, we understand that making payments and accessing cash may be more difficult at the moment if they are unable to leave their home.

"We’re explaining to customers that if they can’t get to one of our branches, but have a trusted person that they would like to help them, such as a friend, family member or volunteer, we can now help put this in place."

"Customers should ask the trusted person to come in and talk to our branch colleagues and provide suitable ID to confirm who they are. The branch will then phone the customer to make sure they know this person and agree that they can act on their behalf. We will need a valid phone number on record to do this. As an additional security measure, withdrawals will be capped at £100."

Vim Maru, Retail Director Lloyds Banking Group, said: “Our colleagues are working tirelessly to support customers at this difficult time. The new measures we’ve announced will allow us to offer more practical support to our most vulnerable customers, ensuring we can prioritise their calls and give them access to their cash.”

Lloyds said it aimed to keep as many branches open as it can, depending on staff availability.