Lloyds uses language services to better support their customers

Language is a vulnerability

You’re on the phone to your bank. Something’s wrong with your account, perhaps your money’s even at risk, and the person trying to help you can’t quite understand what you’re saying. Now imagine that’s every call, because English isn’t your first language.

Lloyds saw this for what it was – a genuine vulnerability – and one that they had a responsibility to address. Without action this could put their customers at risk and put the bank in a situation where they were not meeting the FCA Consumer Duty requirements.

Finding an effective solution

So, in collaboration with Clear Voice, Lloyds introduced a real-time, on-demand telephone interpreting service, allowing their customer advisors to instantly connect with professional interpreters across more than 260 languages.

Following a successful pilot, we scaled this solution rapidly, rolling it out across personal banking, fraud, pensions and beyond. Thousands of Lloyds employees can now offer effective, empathetic support in whatever language is required.

With measurable impact

The impact has been substantial: faster resolution times, improved case management, and stronger engagement have reinforced Lloyds’ reputation as an inclusive, customer-focused organisation. Importantly, the initiative also supports the bank’s compliance obligations and aligns with increased customer expectations concerning accessibility

“Whether we’re helping someone through the process of losing a loved one or offering financial support to a customer who’s been diagnosed with cancer, Clear Voice interpreters help our advisors offer peace of mind on day-to-day account activities.”

The industry has taken notice too. Lloyds and Clear Voice were awarded a Silver Award at the 2025 Collaboration Network Awards for their work supporting customers who are vulnerable through language.

Read the full case study and see how Lloyds is setting a new standard for inclusive, accessible banking.