Lloyds Group Suffers Online Outage

Lloyds, Halifax and BoS customers hit by hours of online banking outages

July 20, 2021

Lloyds Group Suffers Online Outage

Thousands of customers were left unable to access their Lloyds Bank, Halifax and Bank of Scotland accounts on Monday as the Lloyds Banking Group suffered problems both with their web online banking services and their apps.

By 11 am on Monday morning, over 1,000 Lloyds Bank customers, around 1,100 Halifax customers and 153 Bank of Scotland customers had lodged a complaint on the Down Detector, a website that monitors IT problems at major companies, including banks.

Many customers also took to social media to voice their complaints about being unable to log in or being able to log in but not seeing any account information.

Hours Of Access Issues

It was later confirmed that the problems had begun by around 10 am on Monday. It wasn’t until after 3 pm that Lloyds Banking Group confirmed the problems had been rectified, leaving some people unable to access their online banking for up to 5 hours during the day. Banking services in branch or at cashpoints weren’t affected.

However, it shows that the recent moves to a more digital banking age, where people are being asked to carry out most transactions online or on a mobile app rather than using branches, could be at risk if outages become more frequent.

This year hundreds of branches are closing, with banks arguing that footfall is down. They will need to work hard to make sure that digital services don’t suffer outages if this is to become the full future of banking.

During the outage yesterday, a spokesperson for the Lloyds Banking Group released a short statement saying “We know some of our customers are having intermittent issues logging on to their banking through our app and online. We're sorry about this and we're working to have it back to normal soon.”

Tough Times for Lloyds

This latest setback for Lloyds comes just a couple of weeks after the group had to pay out almost £14 million in compensation to customers after a ruling from the FCA that they had misled people over their home insurance renewals.

Between 2007 and 2017 the banking group had written to existing customers to tell them that their renewal quote was competitive against the market despite not having done the due diligence to check that was the case. They also promised customers a loyalty discount which never materialised.

The banking group has apologised for the errors and has paid compensation to the 350,000 customers who were told of the discount. The banking group was fined for their part in the issue with the FCA saying that serious consumer harm was caused.

Andrew Cook
Andrew Cook
Hi, I'm Andrew and I am a news writer for CompareBanks. My main focus is on digital and online banks and looking at the banking landscape is changing within the UK and around the world.

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