Customer questions & answers
What’s happening & why?
Why are you closing my branch?
Why does the branch not close until November?
Does this mean the end for C&G? Is it just turning into Lloyds TSB?
Letters to customers
I’ve lost my letter or didn’t receive one, can I have another copy?
Why have I received more than one letter?
I haven’t received a letter for my mortgage.
Using your account
Do I have to wait until November to use the alternative options?
What savings transactions can I do at Lloyds TSB branches?
I have Power of Attorney, what does this mean for me?
I am a trustee for a savings account - what does this mean for me?
How do I operate my mortgage account now?
What happens to my mortgage application, which is being processed currently?
Lloyds TSB branches
How do I find my nearest Lloyds TSB branch?
Can I use my passbook in Lloyds TSB branches? Are the forms any different?
Savings products
What do I do if I want to open a different C&G account with a better interest rate after the C&G branch has closed?
Does this affect my ISA allowance?
Can I apply for a savings product on your website?
What products will there be in the future?
Savings service
What plans do you have to improve your telephony offering and service?
People
What’s happening to the staff in the branch?
How many staff are affected?
Is my money safe?
Does this mean that C&G has funding problems?
Should I be worried?
Can I still access my money and will I get it back?
Regulatory
Are the changes being made in compliance with the Banking Code?
Are Lloyds TSB staff entitled to see my personal information under the Data Protection Act?
Can I claim under the Financial Services Compensation Scheme?
What’s happening & why?
Why are you closing my branch?
C&G keeps its network under constant review to ensure we serve customers as efficiently as possible. Unfortunately fewer people are using branch-based services these days and telephone and postal accounts are becoming more popular. This means it's no longer viable to keep the branch open.
However, we recognise how important it is for some customers to use a local branch, so we are also making arrangements for our customers impacted by a branch closure to use any of the 1800 Lloyds TSB branches.
Why does the branch not close until November?
We’ve told our customers and staff about our plans as soon as we possibly could; the November date helps us to make the transition as smooth as possible for customers and helps us to support our colleagues affected by the changes in finding alternative employment.
Does this mean the end for C&G? Is it just turning into Lloyds TSB?
Not at all, we recognise the distinctive service and experience customers expect from C&G and we are continuing to offer C&G branded products and services that are different to those offered by Lloyds TSB. We are closing the C&G branches because of declining usage by customers in favour of other channels. We are also ensuring our C&G customers can get excellent service from the 1800 Lloyds TSB Branches and we are also enhancing our Telephony service.
Letters to customers
I’ve lost my letter or didn’t receive one, can I have another copy?
Please call us on one of the numbers below;
C&G savings 0845 602 0022
C&G mortgages 0845 603 1637
Why have I received more than one letter?
If you have an account in your name, and also a joint account, you will have received two letters. Also, if you have a mortgage and a savings account you would have received a letter for each.
I haven’t received a letter for my mortgage.
We only sent letters to customers who might be impacted by the closure of the C&G branch - so customers who bought their C&G mortgage products from an Intermediary, or through Mortgage Direct or C&G branches. It is possible our records show you bought your mortgage from a Lloyds TSB branch - therefore you would not have been sent a letter. We can reassure you that the changes have no impact at all on your mortgage, however if you want a letter, please call us on 0845 603 1637.
Using your account
Do I have to wait until November to use the alternative options?
The C&G branches remain open until 6 November. However, you can start using the alternatives at any time, if you want to reassure yourself about the service the other channels will give you. Meanwhile, our colleagues in your local C&G branch are there to help you in any way they can.
What savings transactions can I do at Lloyds TSB branches?
You can do all the standard transactions, such as pay-in, withdraw funds as cash or cheque and transfer funds, you can set up payments to other parties, notify us of changes of address, names etc, order statements, find out your current balance and arrange to close your account. However, because C&G and Lloyds TSB branches are different 'brands' you cannot open new C&G accounts in a Lloyds TSB branch; you can use the telephony or postal service to open new C&G accounts. .
I have Power of Attorney, what does this mean for me?
You can continue to run the account as you do today as nothing changes.
I am a trustee for a savings account - what does this mean for me?
You can continue to run the account as you do today as nothing changes.
How do I operate my mortgage account now?
Exactly as you do today. If you pay by cheque in a branch you can continue to do so at any Lloyds TSB branch in England or Wales. However it may be easier for you to set up a Direct Debit and our staff will be happy to set these up for you. If you choose to use a Lloyds TSB branch, you will need to allow 2 - 3 extra working days for the payment to reach your mortgage account.
What happens to my mortgage application, which is being processed currently?
Your mortgage application will be unaffected and be processed in the same way. If you have any queries about your application, please contact your C&G branch as normal. If your application is still being processed after the closure date, then contact your nearest Lloyds TSB branch, who will be able to help you.
Lloyds TSB branches
How do I find my nearest Lloyds TSB branch?
Can I use my passbook in Lloyds TSB branches? Are the forms any different?
Yes you can use your C&G passbook and they have all the necessary forms, although they are branded Lloyds TSB - they work exactly the same.
Savings products
What do I do if I want to open a different C&G account with a better interest rate after the C&G branch has closed?
You can call the C&G savings helpline 0845 602 0022 where our colleagues can answer any product queries and can set up a new product for you over the telephone. Alternatively you can find out about the C&G savings products on the C&G internet site.
Does this affect my ISA allowance?
Nothing changes and you can continue to run your account exactly as you do today.
Can I apply for a savings product on your website?
We do not currently offer on-line C&G products through the website. However, you can find details of the products we offer on the website, and also information about how to apply for Postal or Telephony products.
What products will there be in the future?
We have recently refreshed our product ranges and will continue to do so, looking to offer our C&G customers products which are attractively priced and designed for your needs.
Savings service
What plans do you have to improve your telephony offering and service?
We have already improved the account opening process and we are working on other improvements. Customers will be informed about further improvements over the coming weeks.
People
What’s happening to the staff in the branch?
Every effort will be made to find alternative roles across C&G and the wider Lloyds Banking Group for those affected, but some of our people will inevitably and unfortunately leave our organisation.
How many staff are affected?
There are around 900 branch staff affected, and some at the admin offices, however we are doing all we can to offer alternative jobs where we can and we are also providing support to help colleagues find new jobs outside.
Is my money safe?
Does this mean that C&G has funding problems?
No. Like every business we need to keep our operations under review. We simply can’t keep branches open if there isn’t enough demand to sustain them.
Should I be worried?
No. If you have a savings account nothing about it is changing except if you have a Passbook account you’ll visit a Lloyds TSB branch in future.
If you have a mortgage account there is no change for you whatsoever.
Can I still access my money and will I get it back?
Yes - you can withdraw your money at any time, like you do today; the only difference is if you have a passbook account you can now visit Lloyds TSB branches and your C&G branch closes on 6 November.
Regulatory
Are the changes being made in compliance with the Banking Code?
Yes - the closures and timings are within the standards required by the banking code. For example, we have announced the changes 16 weeks in advance of closure, the Banking Code stipulates a minimum of 12 weeks.
Are Lloyds TSB staff entitled to see my personal information under the Data Protection Act?
Lloyds TSB and C&G operate under the same legal entity. C&G Savings is a division of Lloyds TSB Bank plc and all C&G mortgages are provided by Lloyds TSB Bank plc. Our literature explains how data might be used. We can reassure you we will not use your data for any purposes you have not agreed to.
Can I claim under the Financial Services Compensation Scheme?
There is no need to claim under the Financial Services Compensation Scheme, as your money remains available to you, based upon the terms and conditions on your account. A claim under the FSCS can only be made when the deposit taker becomes insolvent. Additionally you will still have the protection of the scheme going forward, as you do today.
