Lloyds Bank has clarified the rules for accessing its services after a customer was left confused by the group’s website.
The individual contacted the bank over X as they had visited their local branch to update some details but they had been “told in no uncertain terms that I couldn’t do it without my debit card, which I didn’t”.
But they had checked the rules on the Lloyds website and they appeared to suggest otherwise. Guidance on the website states that “in most cases” it is sufficient to produce either a current UK photo driving licence or a UK passport, to confirm who you are.
The online help page also states that existing customers can verify their identity using their “existing bank card with Chip & Pin”.
Responding to the customer, Lloyds said that they “would need to take proof of ID and address” when visiting the branch.
But the person was adamant that they had taken the ID as outlined in the online guidance and yet staff told them “I needed to have my debit card as proof of ID for any transactions”.
Lloyds provided more specific information to explain how it works in branch. They said: “Branch prefer to use Chip and PIN to verify for most activity. However, they should be able to review other forms of ID to try and identify and verify you.
“Some ID may not be able to be used if it does not match our customer records, such as a different address or name.”
In another recent update for bank customers, Nationwide issued a clarification about its £175 switch offer.
You can get the free cash when switching over from another provider to a FlexPlus, FlexDirect or FlexAccount, including if you already have one of these accounts, as long as you are moving over from another savings provider.
A customer asked Nationwide about the offer: “Is there any time frame on your current bank transfer offer?” In reply, the building society warned the switch offer is available “for a limited time”.
The savings group also advised: “We don’t have an end date for this, but you can check if this is available here before applying.”
To get the £175 payment paid into your account, you need to switch over at least two active direct debits, and to do the switch using the Current Account Switch Service.
Other providers also have switch offers, with Santander giving £150 if you move over to them. You can get the funds when switching to an eligible current account, including the Santander Edge, Edge Up, Everyday or Private (v2) accounts.
To receive the cash, you need to complete the switch using the Current Account Switch Service, to pay in at least £1,500 into your eligible account and to have two direct debits on the account.
