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The bank encouraged customers to get in touch if they are having issues
Lloyds Bank has released an update after a significant change to its bank account rules. This announcement follows the group previously confirming a restriction on its customer accounts.
The bank recently set out a change, meaning certain types of bank accounts can no longer be opened over the counter in a branch. Staff will no longer have the ability to set one up for you. Instead, customers will be directed by staff to open their account online or via the app.
This applies when opening a joint account, a premium account, a student account or an executor account. If you want to switch over your account from another provider, this will also need to be done online.
Staff can assist in guiding you through the process, but you will need to set up the account yourself. Concerns have been raised that this signals a further decline in face-to-face branch services.
Lloyds previously announced plans to close dozens of branches in 2026. One person who was unhappy with the announcement contacted Lloyds on social media to express their frustration.
Changes affecting some accounts
They fumed: “Just what is wrong with you people? Not allowing folks to open an account unless online?” In response, Lloyds said: “Some accounts need to be opened online, but if you’re having trouble, please send us a private message with more details, so we can help explore other options.”
The person explained that he was concerned for his elderly uncle, who wanted to combine two of his accounts. He said that his relative had been impacted by local branch closures and that he “won’t do internet banking”, leaving him with restricted access to get the help he needed.
The banking giant responded to explain what support is available. The group said: “We understand this is difficult, especially if your uncle prefers in‐person help. Even with branch closures, support is still available.”
They directed the person to information on their website about branch closures and also to a tool you can use to locate your the nearest branch. The person expressed gratitude to the bank for the advice and further explained their concerns.
‘It makes no sense’
They implored: “For many people a front street branch is important. Bank closures make no sense as it is not as if banks have no money – they have the money of those that live near front streets.”
He also suggested that elderly customers and others may “have difficulty” reaching the branches that remain open. They cited the Washington and Durham branches as examples, claiming these can be challenging to access if you are travelling by car.
In response, Lloyds said: “We understand your concerns, and we’re sorry this has been difficult. Whilst some services are now online, our branches and colleagues are still here to help.”
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