Lloyds Bank: Building an inclusive bank

At Lloyds Bank, we are working hard to build a bank that truly represents modern Britain for all our customers, communities and colleagues.

Standing with all our customers means we speak up and take action when something hurts and offends. We look for ways to be allies to all our customers and colleagues.

We have and will continue to take action to combat discriminatory, violent or offensive behaviour, whether it is racist, sexist, homophobic, transphobic, ageist or ableist, whether it occurs in our branches, offices, on the phone or on social media channels. Such action may include referral to the police, removal from premises, termination of calls or closure of accounts.

We are committed to creating a safe environment for colleagues and customers and will work hard to do the right thing for the communities we serve.

Accessibility and Disabilities

• If you need additional support and guidance, we will adapt our services to meet your needs, whether these are visible or invisible.

• We are the first bank to launch the invisible disability sunflower lanyard program in all branches in the UK.

• We work with Digital Accessibility (DAC) to ensure our website and mobile banking app are accessible to everyone.

• We are the first bank to offer British Sign Language video calling for deaf customers. Customers can talk to us live via a BSL online interpreter.

• We work with Signly to provide a British Sign Language (BSL) translation tool, allowing deaf customers to read our web pages through a qualified sign language interpreter.

• We run internal training for colleagues to raise awareness of long-term health conditions and visible and invisible disabilities.

Mental Health

• We work with Mental Health UK to remove stigma, raise awareness and give customers and colleagues the tools to look after their mental health so they can live their best lives.

• Our independent charitable foundation provides funding and support to small and local charities that support people with mental health illnesses, helping thousands of people improve their lives.

• We have trained mental health advocates across our branch network to provide wellbeing support to other colleagues.

• We work with the Money and Mental Health Policy Institute and have achieved basic level on their Mental Health Accessibility Programme. As a result, our colleagues are better able to understand and support customers with mental health illnesses.

• We run internal training for all colleagues to raise awareness and understanding of mental health and provide a professional support service.

Race and Ethnicity

• Our aim is to create a fully inclusive culture for all colleagues, customers and communities.

• We support black-owned businesses by working with Foundervine and the Black Business Network.

• Our independent charitable foundation provides funding and support to many small and local charities led by and for Black, Asian and minority ethnic communities, helping people break or prevent cycles of disadvantage.

• We have a race education programme in place to help all colleagues courageously discuss race with customers and colleagues, raising awareness, alliances and action.

• Our racial and ethnic colleague network, REACH, creates a truly inclusive environment by providing professional development and support for colleagues from different racial, ethnic and cultural backgrounds.

Sexual Orientation and Gender Identity

• We actively support and celebrate Pride season and decorate our branches to celebrate and support wider LGBT+ inclusion.
• We actively raise awareness and encourage support for other important LGBT+ awareness days throughout the year, creating a welcoming environment for all our LGBT+ colleagues and ensuring our allies are educated and recognised in support.
• We are committed to providing a safe and supportive environment for customers and colleagues and how they wish to express their gender identity.
• We offer branch colleagues the option to add their preferred pronouns to their name badges, another way to help everyone feel welcome and valued.
• We have trained LGBT+ Mental Health Champions across our branch network to provide wellbeing support for LGBT+ colleagues.
• Our LGBT+ colleague network, Rainbow, creates a truly inclusive environment by providing professional development and support for LGBT+ colleagues.