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Lloyds and Halifax launch video mortgage advice

Lloyds Bank and Halifax are offering customers the chance to speak "face-to-face" with a mortgage adviser by video link.

They can talk to the adviser from the comfort of their home phone using a laptop, desktop, or tablet computer.

The video service was successfully piloted for Lloyds customers throughout 2015.


It provides a convenient alternative for those who would otherwise be required to travel to a branch or speak to a mortgage advisor on the phone.

One in three appointments from Lloyds customers that would have been completed over the phone are now completed via video and the service launched to Halifax customers earlier this month.

Appointments can be made between 8am and 8pm during the week, and between 9am and 2pm on Saturdays with Lloyds and 9am and 4pm with Halifax.

In customer feedback following the pilot, 95% of customers rated their experience as good or excellent. 

Additionally, 16 Lloyds Bank branches are piloting the use of the video service for customers coming into the branch, aimed at increasing mortgage appointment availability at peak times.

David Oldfield, group director, retail and consumer finance said customers want greater choice, convenience and value whether that’s in branch or online.

“They want these things in a time and place that suits them. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”

Lloyds Banking Group has invested £750 million in digital innovations over the last three years, and will continue to invest a further £1 billion over the next three years.


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