Lloyds launches video mortgage interview service


Lloyds Banking Group is rolling out a free video service to let customers speak to mortgage advisers remotely.

The video link was piloted last year and lets Lloyds customers use laptops, desktop computers or tablets to get advice.

Lloyds says 33 per cent of appointments from customers that would have been completed over the phone are now completed via video.

The video service can be used for both advice and affordability checks required under the Mortgage Market Review regulation.

The service was opened up to Halifax customers earlier this month.

Also, 16 Lloyds Bank branches are using the video link for customers coming into the branch to ease waiting times at peak hours.

Lloyds Banking Group retail and consumer finance group director David Oldfield says: “Our customers’ needs are continuing to change. They want greater choice, convenience and value whether that’s in branch or online – and they want these things in a time and place that suits them.

“Buying a house can be a stressful time for many people, and so for those who are unable or choose not to visit a branch but who still prefer a face-to-face conversation, this video service is a fantastic channel for them to use. It enables us to connect more customers to our mortgage experts in the way that is most convenient for them.”