Lloyds Bank responds as customer says branch change ‘makes no sense’ | Personal Finance | Finance
Lloyds Bank has issued an update about a major change to its bank account rules. The new message comes after the group announced a restriction on its accounts.
The bank has brought in a change meaning you can no longer open certain types of bank account over the counter in a branch, as staff will no longer be able to set one up for you. Instead, staff will direct customers to open their account online or in the app.
This includes when opening a joint account, a premium account, a student account, or an executor account. If you want to switch your account from another provider, you will also need to do this online. Staff can help guide you through the process, but you will need to do it yourself.
Critics of the move fear this is another sign of the decline of in-person branch services. Lloyds previously announced it would be closing dozens of branches in 2026.
One person who was not happy with the announcement took to social media to voice their frustration. They asked: “Just what is wrong with you people? Not allowing folks to open an account unless online?”
Changes for some Lloyds accounts
Lloyds said in response: “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 went on to explain that they had an elderly uncle who wanted to combine two of his accounts.
He said his uncle had been affected by branch closures in his area and that he “won’t do internet banking”, leaving him with limited access to get the help he needed.
The bank giant responded to try and offer some help, saying: “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 some information on their website about branch closures and to a tool for finding your nearest branch. The person thanked the bank for the guidance, and explained in more detail their concerns.
‘It makes no sense’
They urged: “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 said that elderly customers and others may “have difficulty” in getting to the branches that are still open. They gave the examples of the Washington and Durham branches, which they claimed can be difficult to get to if you are coming by car.
Lloyds said in response: “We understand your concerns, and we’re sorry this has been difficult. While some services are now online, our branches and colleagues are still here to help.”
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