UK’s Lloyds Banking Group Joins Experian’s Support Hub

Clients of service providers including Lloyds, Halifax and Bank of Scotland will now be able to share their access and support needs. Experian announces Lloyds Banking Group (LBG) as the newest partner of its Support Hub service.

As part of Experian Support Hub, LBG, home of some of the UK’s banking brands including Lloyds, Halifax and Bank of Scotland, will be “able to offer their customers the opportunity to share their access and support needs with them in a simple, standardized way.”

Launched last year, 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 found “that nearly three-quarters of disabled people (73%) 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.”

Paul Lamont, Support Hub Director, Experian UK&I, said:

“We are delighted to be working with LBG 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 organizations. Our partner organizations 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.”

Surina Somal, Group Customer Inclusion Director, Lloyds Banking Group, said:

“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 Banking Group.”

More than three years in development, Support Hub “launched in September 2023 with some of the UK’s largest companies, including HSBC UK, Nationwide Building Society, Tesco Bank, consumer credit provider NewDay, Co-operative Bank and Ovo.”

Crucially, it does not require consumers “to disclose their disability – only the support they require from the organizations they use.”

Users have complete control over which organisations they “share with, and what needs they share, and can remove their permission at any time.”

For businesses, Experian Support Hub helps them “meet their obligations under the FCA’s Consumer Duty obligations, which instructs them to provide better communication methods and better identify vulnerable customers, so they can put in place appropriate support.”

Support Hub is a “tell it once” service that allows people to share their support needs with multiple businesses in a simple, standardized way.

All information submitted is consumer-consented, “meaning users are fully in control about the information they submit and how it is used.”

The user can login to their account “at any time to add, change or revoke their support needs and organizations they are sharing with.”

Support Hub is initially launching with domains “related to sight, hearing, mental health or dementia, with new domains added in the near future.”

Support Hub is an Experian service but is entirely “separate from our credit bureau and other Experian services. Any information provided to Support Hub will have no impact on a person’s credit scores or their ability to apply for credit.”

Organizations and business using Support Hub will “not be able to inform or take any lending decision based on the information provided. Nor will they be able to use the information for marketing purposes.”

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