Lloyds Bank

Before You Start

Is it safe to do this now?

Before making changes, consider whether the other person might notice. Changes to your Lloyds account can trigger emails, texts, or post. If someone monitors your communications, you may want to wait until you have a safe window.

Lloyds has a dedicated Domestic and Financial Abuse (DAFA) team with specialist training to help customers in abusive situations.

What you’ll need

• Access to Lloyds online banking or the mobile app
• Your Lloyds debit card
• Your mobile phone (for security codes)
• Photo ID if you need to verify your identity
• Approximately 20-30 minutes of uninterrupted time

Consider doing first

• Setting up a new email address if your current one may be monitored
• Checking your phone isn’t being monitored

Quick Contacts

Contact the specialist DAFA team

Lloyds has a dedicated Domestic and Financial Abuse (DAFA) team:

1. Call 0800 0665 703 (Mon-Fri 8am-6pm)
2. Or complete the online callback form
3. Or send a message through the mobile banking app

What to say: You don’t have to explain everything. You can simply say:

“I need help securing my account. I’m worried someone else may have access.”

The DAFA team has supported over 18,000 survivors and is trained to help with empathy and discretion.

Check Who Has Access

Registered devices

You can register the Lloyds app on up to 10 devices.

To manage devices:

1. Log in to the Lloyds mobile app
2. Go to Settings
3. Look for Security or Registered devices
4. Review the devices listed
5. Remove any you don’t recognise

To de-register a device:

1. Go to app settings on the device you want to remove
2. Select the option to reset or de-register the app
3. Re-register your current device if needed

Third-party access

Check if any other services have access to your account:

1. Log in to online banking
2. Go to Settings
3. Look for Connected apps or Open Banking
4. Remove any services you don’t recognise

Remove Unwanted Access

Change your password

1. Log in to online banking or the app
2. Go to Settings → Security
3. Select Change password
4. Choose a strong password that isn’t easy to guess

If you’ve forgotten your password:

1. On the login screen, select “Forgotten your password?”
2. Follow the steps to reset
3. You’ll need your username and may need to verify your identity

Change your memorable information

1. Log in to online banking
2. Go to Settings → Security
3. Select Change memorable information
4. Choose answers only you would know

Change your PIN

Contact Lloyds or visit a branch to change your card PIN. You may also be able to change it at certain ATMs.

Lock Down Your Account

Enable biometric login

1. Open the Lloyds mobile app
2. Go to Settings → Security
3. Toggle on Touch ID, Face ID, or Fingerprint

You can turn this off at any time in the same settings.

Update your contact details

Make sure your phone number and email are ones only you can access:

1. Log in to online banking or the app
2. Go to Profile or Settings
3. Select Personal details or Contact details
4. Update your phone number and email address

Switch to paperless statements

To stop post being sent to your address:

1. Log in to online banking
2. Go to Settings → Statements
3. Select Paperless or Online only

Joint Account Options

Lloyds can help with joint account situations:

Remove a party from a joint account

In cases of financial abuse, Lloyds has updated their terms to allow one party to be removed:

1. Contact the DAFA team on 0800 0665 703
2. Discuss your situation
3. They’ll advise on the best approach

Change account permissions

You may be able to change the account so both parties must approve transactions. Contact Lloyds to discuss options.

Open a personal account

If you need to separate your finances:

1. Open a new account in your name only
2. The DAFA team can help you do this discreetly
3. Switch to paperless statements
4. Use an email and phone only you can access

Branch Safe Spaces

Selected Lloyds branches offer private “Safe Spaces”:

• A private room to make phone calls
• Contact domestic abuse helplines
• Reach out to trusted contacts

To use a Safe Space:

1. Walk into a participating Lloyds branch
2. Ask staff if they have a Safe Space available
3. They’ll provide a private area—no detailed explanation needed

If You’re Locked Out

Forgot your password or memorable information

1. Go to the Lloyds login page
2. Select “Forgotten your details?”
3. Follow the steps to reset
4. You may need to verify your identity

Locked out of the app

1. Delete and reinstall the Lloyds app
2. Register the app again on your device
3. You’ll need your login credentials

Can’t access your phone number

If your phone number has changed or you can’t access it:

1. Call Lloyds on 0345 600 4545
2. Verify your identity
3. Request your phone number be updated

Starting Fresh

Opening a new account

1. Apply online at lloydsbank.com
2. Or visit a branch with photo ID and proof of address
3. Ask the DAFA team for help keeping it private

Keeping your banking private

• Use an email address only you can access
• Switch to paperless statements
• Use a trusted friend’s address if needed
• Ask about additional security measures

Managing debts

The DAFA team can advise on:

• How to manage joint loans or mortgages
• Dealing with debts taken out in your name without consent
• Options for separating joint financial commitments

Red Flags That Suggest Compromise

Watch for these warning signs:

• Transactions you don’t recognise
• Login alerts for devices you don’t use
• Unexpected post about your account
• Someone knowing details of your spending
• Emails about password or security changes you didn’t make

If you notice any of these, contact Lloyds immediately.

Additional Support

Lloyds support

• DAFA team: 0800 0665 703 (Mon-Fri 8am-6pm)
• General support: 0345 600 4545 (8am-9pm daily)
• Online callback form: Request a call at a safe time
• In-app messaging: Send a message without talking

Also applies to

• Halifax: Part of Lloyds Banking Group
• Bank of Scotland: Part of Lloyds Banking Group (DAFA team: 0800 1218 278)

External support

• National Domestic Abuse Helpline: 0808 2000 247 (24hr, free, hidden on phone bills)
• Refuge: refuge.org.uk
• Surviving Economic Abuse: survivingeconomicabuse.org

Last verified: December 2025

If anything on this page is out of date, please contact us.