Lloyds Bank has clarified its rules around new account information being sent out to certain customers. The group provided an update to explain the usual timeframes involved.
A customer contacted Lloyds as they had recently set up a Classic account but had yet to receive their important account details. They initially messaged the bank over social media on May 26, saying they had launched the current account on May 17.
They told Lloyds: “I’ve not yet received the activation, PIN or card. I know it’s been a bank holiday but surely at least one of them ought to have gotten here by now?”
Lloyds responded to try and offer some help. The bank initially asked if they had received any confirmation email since they had signed up. They explained: “Please check your spam or junk folder too, as important updates can sometimes land there.”
The customer said they had received an initial confirmation email with some information, and then another email on May 26 “about setting the app up”. Lloyds then informed the customer of some timings to bear in mind.
Important timeline to note
The bank said: “Your activation code will arrive within 7 to 10 working days at your registered address by post. If you’re unsure, call 0345 300 0000. Lines are open 24/7.”
But the customer responded to say they would not be able to call up as they have severe anxiety and some other health conditions. They said: “I think people who work with the public ought to ask if they can call before giving them phone numbers.”
Lloyds responded to this with some more guidance: “Your card, PIN and activation code can take 7–10 working days to arrive. Please wait until 10 working days from 17/05/2026.
“If nothing arrives, ask someone you trust to call with you present.” The bank also told the customer they could send them a private message about the matter.
‘Send us a message’
In response to this, the customer said they would wait until the 10 working days were up, and if they still hadn’t received their details, they would send Lloyds a message.
Lloyds said in reply: “No problem at all, please allow the full 10 working days. If it still hasn’t arrived after that, feel free to send us a direct message, and we’ll help further.”