Lloyds joins Experian’s Support Hub service

Experian has announced that Lloyds Banking Group has become the latest partner of its Support Hub service.

As part of Experian’s Support Hub, Lloyds can offer its customers the opportunity to share their access and support needs with them in a simple, standardised way.

Launched last year, the Experian Support Hub is a free to use platform which allows users to share their access needs with multiple businesses in one go. This could include preferred method of communication such as letter, telephone, or email, or other requirements such as needing a longer appointment, or being accompanied by another adult to assist them.

Previous research from Experian has indicated that around three in four disabled people (73%) have delayed contacting an essential service provider because the process felt too daunting for them to undertake, leading to negative customer outcomes and poor service.

Meanwhile, the Financial Conduct Authority (FCA) found that an estimated 7.4 million people have unsuccessfully attempted to contact one or more of their service providers, with the most vulnerable in society most likely to struggle.

Support hub director at Experian, Paul Lamont, said: “We are delighted to be working with Lloyds and that it is now part of the Support Hub family. As one of the largest banking groups in the country, this is a significant step for the service.

“Experian Support Hub reduces the barriers for consumers disclosing their support needs to their various essential service providers by providing a single portal to share across multiple organisations. Our partner organisations are committed to working with us to make it easier for their customers to get the support they need, and we look forward to working with LBG to lead the way consumers engage with their service providers.”

Group customer inclusion director at Lloyds, Surina Somal, added: “Experian Support Hub is a wonderful service for people across the UK.

“It enables consumers to tell one provider about their support needs, removing the potential stress of contacting multiple companies - a brilliant customer first design and we are thrilled to be working in partnership with Experian to deliver this for our customers at Lloyds.”

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