Committee publication · Correspondence · 13 May 2026
Correspondence from Lloyds Banking Group on the Financial Inclusion Strategy evidence session follow-up, dated 15 April 2026
From: Treasury Committee
Inquiry: Financial Inclusion Strategy
Summary
Lloyds Banking Group responds to Treasury Committee questions about digital inclusion strategy following a 4 March 2026 evidence session. The bank outlines its multi-channel approach to support customers unable or unwilling to bank digitally, including Community Bankers, a free Digital Helpline, free tablets with data allowance, and the Lloyds Bank Academy. It emphasizes that 95% of UK adults are online and presents measurement data from its digital inclusion programmes.
Key findings
- Lloyds operates 28,000 PayPoint locations, Banking Hubs, and employs 180+ Community Bankers to serve non-digital customers alongside online services
- The free Digital Helpline has supported over 34,000 people to get online since 2020; the Lloyds Bank Academy reached 428,000 customers last year
- Liverpool digital inclusion pilot has supported over 4,900 people with free tablets, connectivity, and in-person digital skills training
- Lloyds Bank Benefits Calculator has helped customers identify over £90 million of eligible support; credit score checker assisted 500,000 customers per quarter
- UK Consumer Digital Index (November 2025) shows 95% of UK adults online, 93% of online users access internet banking monthly, 86% of over-60s use the internet
Tone
ProceduralTopics
Key actors
Jasjyot Singh, Dame Meg Hillier, Lloyds Banking Group, Connection Project, Liverpool City Region Combined Authority, Barclays, HSBC, NatWest, BT Group, Citizens Advice
Notable line
“… we are clear that digital will not suit everyone, and that some customers need support to get started or may continue to rely on non - digital services.”
Key Quotes
“… we continue to ensure customers can ban k in ways that suit them, including over the phone, in our branches, via 28 ,000 UK - wide PayPoint locations, through Banking Hubs and via our Community Bankers.”
“People who are digitally engaged are more likely to report feeling more in control of their finances, planning ahead and adapting to challenges like the cost - of - living crisis.”
“For our customers who are not online at all, we offer a free telephone based Digital Helpline (which makes use of the Clearvoice service for people who do not have English as their first language) to help them get started.”
“… the Digital Helpline, which has supported over 34,000 people to get online since 2020 …”
“95% of UK adults are online, 93% of those online use internet banking monthly and 57% say mobile banking apps have enhanced their lives or helped them save time or money.”
Source · parliament.uk record ↗