Coronavirus (COVID-19) information and updates

If you are concerned about the impact of coronavirus on your business, we’ve put in place some support and information to help at lloydsbank.com/business.

We’ve updated our Coronavirus Support Guide (PDF) to include some helpful information on starting to accept card payments again when your business opens.

We've been providing businesses with card payment services since 1997. As part of Lloyds Bank, we're backed by centuries of financial expertise and a strong belief in collaborative banking. By getting to know your business, we'll tailor our services to suit the way you operate.

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From transaction queries to how to change your address, we’ve compiled the most frequently asked questions and answered them here.

Making a change

  • Change of Bank Details requests (COBDs) must be made in writing, on company headed paper and signed by a director, proprietor, partner or owner of the business, and sent to:

    Lloyds Cardnet
    Janus House
    Endeavour Drive
    SS14 3WF

    The letter must clearly state:

    • The existing account number and sort code
    • The new account number and sort code
    • Any instruction to split funding
    • Whether you are an Omnipay merchant i.e. you trade in foreign currency

    All COBDs must also include:

    • A void cheque for the new business bank account (if non Lloyds) or GIRO slip or an original copy of a letter from the branch with confirmation of the sort code and account number.
    • A newly completed MSIP Direct Debit Mandate form
    • A completed Additional Information form. This will be used to maintain our Customer Due Diligence records

    All COBDs will enter into a Service Level Agreement terminating 14 days after we have received all the required information.

    N.B. if the legal entity or the people named on the bank account have changed then you’ll need to request a Change in Legal Entity. If the type of business has changed then your request will be processed as a new account.

  • Requests to change your Account Address or Bill to Address must be made in writing, on company headed paper signed by a director, proprietor, partner or owner of the business, and sent to:

    Lloyds Cardnet
    Janus House
    Endeavour Drive
    SS14 3WF

    All signatories are checked before the change is made. If the signatory is not authorised or not recognised we will make contact to advise you of this. We will need a qualifying signature before the change of address can be made.

    Please note, qualifying signature is any signature from the sole proprietor, partner or director of the business which we have prior knowledge of.

  • If you’re thinking about closing your account you can send a closure query though our customer enquiry lead form.

  • You can request a change in legal entity through our customer enquiry lead form.

  • Yes, you may be charged. This will be discussed with your client delivery team upon application.

  • Once you’ve sent off your completed form an advisor will call you within three working days to complete the contract.

  • Once you’ve provided all the information required and the contract has been agreed it may take up to 7 and 10 working days to set up your new account.

  • An advisor will be in touch with you within 3 working days once you submit your form. If you have any urgent queries please call 01268 567100. Lines are open Monday to Friday, 8am to 9pm.

  • If you have a separate terminal agreement you’ll need to contact the leasing company to make the change. See our useful numbers PDF for contact details.


General Questions


Transactions 


Contactless payments


Complaints

Cardnet aims to give you the highest level of service. So if we make a mistake, or if there is something you feel we could do better, please tell us and we’ll do our best to put it right. 

 


ClientLine Reporting


Contact Numbers


Lloyds Bank Online payments

  • To start, you’ll need a website, products and services to sell on the website, and a shopping cart to facilitate the sales. You will also need a payment gateway to process your transactions and an acquiring bank to settle the funds into your bank account.

    Lloyds Bank Cardnet will serve as both your Online Payments Provider (payment gateway) and your acquiring bank. We also offer dedicated support for developers wanting to integrate our payment gateway with various types of shopping cart software.

  • A payment gateway allows you to accept payments for the items you sell via your website. In the checkout process on your ecommerce website, the gateway will handle the part where customers enter their payments details. It encrypts sensitive information, such as shoppers’ credit card numbers, to ensure payments are processed securely.

  • The payment gateway transfers the details of each transaction from your website to your acquiring bank. Without it, you couldn’t get paid for online sales.

  • An online shopping cart is a piece of software that allows your customers to select items to purchase via your website. The shopping cart merely catalogs a customer’s sections, but a payment gateway is required to process the payment.

  • An acquiring bank is a financial institution that transfers card payment funds from the customer’s bank (the card-issuing bank) into the merchant’s bank account. As a merchant, you pay the acquiring bank a Merchant Service Charge (MSC) for every card payment you accept.

    With Lloyds Bank Online Payments, Cardnet serves as your payment gateway as well as your acquiring bank, reducing setup and admin time.

  • Our pricing is clear and simple to understand, consisting of a flat monthly fee and a pence-per-transaction fee. These fees cover all features of Lloyds Bank Online Payments, including the Fraud Prevention tool.

    You will continue to pay a separate Merchant Service charge for Cardnet’s acquiring services.

  • Using our payment gateway, you’ll be able to accept debit and credit card payments from Visa, MasterCard and American Express.

  • The Lloyds Bank Online Payments service comes with an advanced fraud screening tool to help protect you and your customers. This includes 3D Secure and automated cardholder address verification (AVS). It will also scan over 10,000 rules and patterns to determine whether a transaction is unusual and therefore more likely to be fraudulent.

    In addition to our fraud screening tool, we’ll also work closely with you or your web developer to ensure your online shop is fully PCI DSS compliant.

  • Contact us through our customer form on the developer information page and we’ll provide you with user credentials for our test environment, together with support material to help you get started.

  • With Lloyds Bank Online Payments, we host the payment pages that are part of the checkout process, meaning Cardnet is responsible for handling your customers’ card details and storing them securely.

  • PCI DSS stands for Payment Card Industry Data Security Standard. It refers to a set of regulations put in place to help retailers prevent, detect and react properly to payment security incidents. Lloyds Bank Cardnet makes it easy to ensure your online shop is PCI DSS compliant.

    Visit our page on PCI DSS compliance for more details.

    If you have any further questions, please don’t hesitate to contact us.


Clover

  • Clover Station Pro connects by wired internet (Ethernet) or by secure WPA2 WiFi as standard.

    Clover Mini connects by wired internet (Ethernet), secure WPA2 WiFi or 3G mobile signal (for additional cost)

    Clover Flex can connect by 3G (for additional cost) or by secure WPA2 WiFi.

  • You can begin the application process by getting in touch.

    If you’re a new customer, take a look at what you need to have prepared before you apply for Cardnet here.

  • Clover has a very simple set up process and should be ready to work straight out of the box. For guides and handy set up videos, take look at the Device Setup pages on the Clover site.

  • Clover is available with an upfront or a monthly payment. The monthly cost will depend on which model you choose and will be separate to the agreement that you hold with Cardnet.

    We can discuss our charges with you in more detail when you contact us.

  • Clover has built-in multi-layer security that protects your business and reputation by safeguarding your customers’ card data with the latest security technology. All Clover devices are also fully PCI compliant to the most current standards. You will still need to comply with and attest to the PCI Data Security Standard.

  • Clover offers electronic receipts to help you cut down on paper waste. These digital receipts can be sent to a customer’s phone by text or emailed to them after a completed transaction.

  • All three Clover devices include integrated thermal printers as part of the solution. Users of the legacy Clover Mobile can connect to an optional Bluetooth printer for printing paper receipts.

  • In addition to the support that we provide through our Cardnet helpdesk (01268 567100), Clover support is available from dedicated specialists. The dedicated Clover Client Care Team and eu.clover.com will be on hand to provide support for merchants using Clover day and night. This includes:

    • Dedicated and skilled Clover support specialists
    • Phone and email support
    • Service agents available 8am – 8pm

    You can contact our dedicated Clover Client Care Team at 01268 243807

    The Clover site also offers comprehensive FAQ and Troubleshooting pages to help you solve any issues you might be having with your devices.

  • Clover Station Pro and Clover Mini can be connected to and use the cash drawer via the RJ-11 6P6C cable.

    Clover Flex is designed to be completely mobile. As such, it cannot be connected to a cash drawer.

    The cash drawer should only be connected to one Clover device at a time (for the purposes of cash log tracking), but it can be opened at anytime with a cash drawer key.

  • You can access the Clover App Market via the Clover devices themselves or through the Clover Web Dashboard on any connected device (laptop, tablet or smartphone).

    To install an app simply tap the app you wish to install. If there’s a subscription charge, tap the button next to the subscription plan you prefer. Tap Install or Subscribe, then the Accept & Install button to confirm the install.

  • The Clover App Market contains apps built by Clover and apps built by third parties. Some apps can be downloaded for free and some will require either a monthly subscription, metered billing, or a one-off payment.

    Your merchant account will be billed, via direct debit, for any app subscriptions or metered billing for apps you have subscribed to.

  • Clover is very adaptable. Each device is designed to work individually and in partnership with other Clover devices. For example, you can tether a Clover Mini to a Clover Station Pro to work as a customer-facing display. Clover Flex also connects wirelessly to Clover Station Pro or Clover Mini, allowing staff to take orders and payments at the table or on the go while the countertop device works as a central hub.

  • Our reporting tools are complimentary to Clover. You can use Clover to track transactions while our reporting tools provide information on Chargebacks, fees and payment rejects.

    © 2016 The Clover trademark and logo are owned by Clover Network, Inc. a First Data company. All Rights Reserved. All trademarks, service marks, and trade names referenced in this material are the property of their respective owners.


Service fees

  • Interchange is a fee paid by Card Acquirers (such as Lloyds Bank Cardnet) to Card Issuers (banks) for the processing of each individual card payment transaction.

    This fee covers the delivery and investment in a range of services associated with card payments, such as fraud prevention, systems maintenance, access to call centres and other facilities to make card payments an efficient and secure process.

    Acquirers include these interchange costs within their overall card processing fees for merchants.

  • Card Scheme Fees are fees paid by Card Acquirers (e.g. Cardnet) to the Card Schemes (e.g. Visa/MasterCard) on each individual transaction. These fees are set centrally by Card Schemes on an industry wide basis.

    Acquirers include these costs within their overall card processing fees for merchants.


PSD2 FAQs

Get in touch

If your question isn’t answered in our FAQs, fill out our online enquiry form and a Cardnet representative will get in touch with an answer for you.

Contact us

Case studies

From global events to local businesses, Lloyds Bank Cardnet clients have benefited from our flexible service and modern technology.

View their stories here

PCI DSS Compliance

Find out what’s required to meet the Payment Card Industry Data Security Standards (PCI DSS) and the steps you can take make sure your business is compliant.

Find out moreabout security compliance.

Payment services

Browse cards machines and get the tools and support you need to accept payments face to face, over the phone or through your website.

Find out moreabout payment services.

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Your information will be held by Lloyds Bank plc trading as Cardnet, part of the Lloyds Banking Group. More information on the Group can be found at lloydsbankinggroup.com.

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Who looks after your personal information

Your personal information will be held by Cardnet which trades as Cardnet, part of the Lloyds Banking Group. More information on the Group can be found at www.lloydsbankinggroup.com

How we use your personal information

We will use your personal information:
to provide products and services, manage your relationship with us and comply with any laws or regulations we are subject to (for example the laws that prevent financial crime or the regulatory requirements governing the products we offer).
for other purposes including improving our services, exercising our rights in relation to agreements and contracts and identifying products and services that may be of interest.
To support us with the above we analyse information we know about you and how you use our products and services, including some automated decision making. You can find out more about how we do this, and in what circumstances you can ask us to stop, in our full privacy notice.

Who we share your personal information with

Your personal information will be shared within Lloyds Banking Group and other companies that provide services to you or us, so that we and any other companies in our Group can look after your relationship with us. By sharing this information it enables us to better understand our customers’ needs, run accounts and policies, and provide products and services efficiently. This processing may include activities which take place outside of the European Economic Area. If this is the case we will ensure appropriate safeguards are in place to protect your personal information. You can find out more about how we share your personal information with credit reference agencies below and can access more information about how else we share your information in our full privacy notice.

Where we collect your personal information from

We will collect personal information about you from a number of sources including: information given to us on application forms, when you talk to us in branch, over the phone or through the device you use and when new services are requested. from analysis of how you operate our products and services, including the frequency, nature, location, origin and recipients of any payments. from or through other organisations (for example card associations, credit reference agencies, insurance companies, retailers, comparison websites, social media and fraud prevention agencies). in certain circumstances we may also use information about health or criminal convictions but we will only do this where allowed by law or if you give us your consent.

You can find out more about where we collect personal information about you from in our full privacy notice.

Do you have to give us your personal information

We may be required by law, or as a consequence of any contractual relationship we have, to collect certain personal information. Failure to provide this information may prevent or delay us fulfilling these obligations or performing services.

What rights you have over your personal information

The law gives you a number of rights in relation to your personal information including:
the right to access the personal information we have about you. This includes information from application forms, statements, correspondence and call recordings.
the right to get us to correct personal information that is wrong or incomplete.
in certain circumstances, the right to ask us to stop using or delete your personal information.
from 25 May 2018 you will have the right to receive any personal information we have collected from you in an easily re-usable format when it’s processed on certain grounds, such as consent or for contractual reasons. You can also ask us to pass this information on to another organisation.
You can find out more about these rights and how you can exercise them in our full privacy notice.

Other individuals you have financial links with

We may also collect personal information about other individuals who you have a financial link with. This may include people who you have joint accounts or policies with such as your partner/spouse, dependents, beneficiaries or people you have commercial links to, for example other directors or officers of your company. We will collect this information to assess any applications, provide the services requested and to carry out credit reference and fraud prevention checks. You can find out more about how we process personal information about individuals with whom you have a financial link in our full privacy notice.

How we use credit reference agencies

In order to process your application we may supply your personal information to credit reference agencies (CRAs) including how you use our products and services and they will give us information about you, such as about your financial history. We do this to assess creditworthiness and product suitability, check your identity, manage your account, trace and recover debts and prevent criminal activity. We may also continue to exchange information about you with CRAs on an ongoing basis, including about your settled accounts and any debts not fully repaid on time, information on funds going into the account, the balance on the account and, if you borrow, details of your repayments or whether you repay in full and on time. CRAs will share your information with other organisations, for example other organisations you ask to provide you with products and services. Your data will also be linked to the data of any joint applicants or other financial associates as explained above. You can find out more about the identities of the CRAs, and the ways in which they use and share personal information, in our full privacy notice.

How we use fraud prevention agencies

The personal information we have collected from you and anyone you have a financial link with may be shared with fraud prevention agencies who will use it to prevent fraud and money laundering and to verify your identity. If fraud is detected, you could be refused certain services, finance or employment. Further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found in our full privacy notice.

Our full privacy notice

It is important that you understand how the personal information you give us will be used. Therefore, we strongly advise that you read our full privacy notice, which you can find at https://lloydsbankcardnet.com/privacy/ or you can ask us for a copy.

How you can contact us

If you have any questions or require more information about how we use your personal information please contact us using https://lloydsbankcardnet.com/. You can also call us on 01268 567100. If you feel we have not answered your question Lloyds Banking Group has a Group Data Privacy Officer, who you can contact on 01268 567100 and tell us you want to speak to our Data Privacy Officer.

Version Control

This notice was last updated in April 2018.

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