John Moss, a 65-year-old resident of Sidmouth, has been a loyal customer of Lloyds Bank for many years. However, with the closing of the last Lloyds branch in his town and the nearest one requiring a 30-mile round trip, John was left with a challenge.
Luckily for John, he was introduced to the Digital Helpline, a digital skills training programme offered by Lloyds Bank and delivered by us.
John, like many in his age category, was not familiar with technology beyond the use of his mobile phone for calling and messaging. The thought of banking online was daunting, especially with the fear of scams. But, with his local branch closing down, now was the perfect time to explore the digital world.
“When you get to my age and you've hardly ever used a computer in your life, and you hear all these horror stories of people getting them scammed, you kind of stay away from it.”
John responded to a flyer he received at his Lloyds Bank branch for digital skills training via the Digital Helpline. He called the number and spoke to one of our Contact Centre Agents who gave him a bit more information about the Helpline. Our Agent organised for a brand new tablet to be sent out to John, so he could get to grips with new technology and learn how to bank online with a Digital Skills Trainer. With the help of his tech-savvy grandson, John set up the tablet and downloaded helpful apps including the Lloyds Bank app and an email app.
“I've set up the tablet and I have actually done some banking transactions on it.”
Our trainer, Madeleine, reached out to John, ensuring he had received his tablet and was ready for the training. She guided him through the process of setting up the device, offered tips on how to use and maintain it, and educated him on the importance of password safety. Given John's initial support from his grandson, he only required a basic level of training provided over the phone. However, we also provide more tailored support, delivered over the phone as well as in-person at a centre or the person’s home.
“I'm quite confident about using the tablet now to transfer money and read my statements. I can keep an eye on my finances from the comfort of my own home.”
The Digital Helpline allowed John to transition smoothly into the world of online banking. Despite his initial worries, he was able to use technology in his daily life, removing the need to travel 30 miles to branch.
John’s experience is an example of how digital capability can be improved, even among older individuals, with the right training and support. Our partnership with Lloyds Banking Group has provided a way for people like John to learn digital skills and make their banking experience easier.
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