Part 5 of the Retail Banking Market Investigation Order 2017 requires banks and building societies to send Payment Transaction Histories to any personal current account customer who closes their account (unless an exemption applies).

Lloyds Banking Group failed to provide around 360,000 former account holders with letters which explained how to access their Payment Transaction Histories. This failure lasted from April 2018 to October 2024.

This letter sets out our concerns and what Lloyds did to put things right.