Speak to us
We’re here to help Monday to Friday, 9 AM to 5 PM. Email us anytime at help@lhv.com.
If you contact us after hours, we’ll get back to you the next business day. We aim to respond to all emails within 2 business days.
Prefer to talk with someone on the phone? Request a callback via email, and we’ll arrange a time that suits you.
Stay tuned for our upcoming in-app chat feature—another way we’re making it easier to connect with us.
Frequently asked questions
Current Account
How often is interest paid into my Current Account and where is it paid to?
Interest on your Current Account is calculated daily and credited to your Current Account on the first day of the month.
Can the interest rate on my Current Account change?
The interest rate on your Current Account is variable and tracks the Bank of England base rate. If the Bank of England changes its base rate, we will change the interest rate we pay you within three Business days. We will not inform you in advance, but we will inform you shortly after the rate changes.
Do you offer overdrafts?
We're working on adding the feature of an overdraft for your Current Account. We’ll let you know as soon as this is available.
Can I open a joint account?
We do not currently offer joint accounts.
How do I close my Current Account?
If you would like to close your Current Account, please contact us at help@lhv.com. Please note that you will not be able to close your Current Account if you have an open Fixed Rate Bond.
Where can I find my account details?
Your sort code and account number can be located within the LHV App.
Where and how can I obtain my statements for my Current Account?
You will be able to locate your monthly Current Account statements within the LHV App.
Can I get a card for my Current Account?
We are planning to introduce cards for Current Accounts shortly. We will let you know once this becomes available.
How can I add money to my Current Account?
You may use your LHV account details (sort code and account number) to make a transfer from another bank account. You can find your LHV account number and sort code within the LHV App.
How do I open an account?
To be eligible for a Personal Current Account, you must be:
A permanent UK Resident
18 years old or older
You can open an account by downloading the LHV App, which you can find on the App Store (Apple) and the Google Play store (Android).
In order to open your account, we would require:
A mobile number
An email address
A valid photo identity document (such as a Government issued Passport, UK Full or provisional Driving Licence, UK Biometric Residence Permit, EU issued National Identity Card)
We may also require proof of your current UK address.
What is the difference between Gross and AER on my interest rate?
AER (Annual Equivalent Rate) is the rate that shows what the interest rate would be if interest were compounded annually. AER is useful for comparing accounts, as it standardises the effect of compounding. It often results in a higher figure than the gross rate due to the compounding effect. Gross shows the basic rate of interest, while AER reflects the compounded rate over a year, making it a more realistic reflection of the total interest you’ll earn.
Are my funds protected by the FSCS?
Your eligible deposits with LHV Bank are protected under the Financial Services Compensation Scheme up to £85,000. You can find more information on the FSCS website.
Customer Support
I need to register a Power of Attorney. How can I do this?
Please contact us through the LHV App or send us an email at help@lhv.com.
What happens if an account holder has passed away?
If you are the executor of their estate, please send us email at help@lhv.com with the account holder’s full name and an electronic copy of their death certificate, as well as the best phone number to contact you on.
Does LHV have any branches I can visit?
No, we are an app-based bank and do not have any branches.
How do I know that LHV is a legitimate bank?
LHV is a fully licenced bank. We are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and Prudential Regulation Authority under FRN 993767.
Do you accept cash or cheques?
No, your account can only be funded via bank transfer.
I no longer have access to my old device. What should I do?
If your device has been lost, stolen or damaged, please contact us at help@lhv.com. Once you're set up with your new phone, as long as you're using the same number you can just download the app and log in. If you have a new phone number, please email help@lhv.com first so we can update your account.
How can I report a scam?
If you suspect that you have been the victim of a scam, please get in touch immediately at help@lhv.com.
How do I change my details?
If you need to update any of your personal details, please contact us at help@lhv.com.
What are your opening times?
Our opening times are 9 am - 5 pm, Monday to Friday. If you need to contact us outside our opening hours, you can send us an email at help@lhv.com. We will get back to you as soon as we can.
Payments
Do I need to enter both names if paying to a joint account?
No, only one of the names registered on this account would be required.
I keep receiving a message that informs me “This account does not exist” while creating a new payee. What should I do?
Please check the account details entered, including the sort code and account number, and full name.
Please ensure if this is a personal account that you are inputting the account holder’s name rather than the financial institution.
What do I need to do if I want someone to pay into my account?
You must give the person your full first and last name as it appears on your LHV account, as well as your sort code and account number. This will allow them to match the details they enter with the details we hold for you.
Remember, you must provide your full first and last name for Confirmation of Payee to match your details.
Do I need to provide the payee’s full name when making a payment?
Yes. You will need their full first name and last name, their sort code and account number and to select whether it is a personal or business account if you are going to make a payment to them.
How does Confirmation of Payee help combat fraud?
Confirmation of Payee does not prevent fraud entirely, but it does help combat fraud. Situations where the name does not match the account could well be a fraudulent transaction or a scam.
You should not proceed with a payment if any of the details do not match. Please contact us if you are concerned that you have been a victim of fraud.
How does Confirmation of Payee work?
Confirmation of Payee checks that the payee name and account details (personal or business account, account number and sort code) you’ve entered match the details held on the account of that person. It helps check that the account details you have entered belong to the person you want to send money to.
Can I use my Current Account for international payments?
At the moment, LHV doesn’t support sending or receiving international payments from personal accounts.
This means your bank statement and app account details won’t show an International Bank Account Number (IBAN), but we’ll let you know as soon as international payment options are available.
Can I set up Direct Debits and standing orders on my Account?
We’re working on adding the ability for you to pay Direct Debits and standing orders out of your Current Account. We’ll let you know as soon as this is available.
I don’t recognise a payment, what should I do?
If you spot a payment that doesn’t look familiar or wasn’t authorised by you, contact us straight away through the LHV app or by emailing us at help@lhv.com.
Give us as many details as you can about the transaction, and our Support Team will review it. We’ll follow up with you in the same chat or via email to keep things clear and straightforward.
How long does it take to transfer money?
LHV processes payments 24/7, and most transactions go through immediately or within 2 hours, no matter the time.
If a payment hasn’t arrived within 2 hours, check with the sending bank to confirm it was sent successfully and to the right LHV account details. The sending bank can also provide you with a Faster Payment ID to verify it’s gone through.
Once you have that ID, email us at help@lhv.com so we can look into it for you.
Technical Support
Can I enable biometrics on the App?
You can use biometrics to access the App. This includes the options of both fingerprint recognition and facial ID.
How do I report an issue with the App?
Please contact us at help@LHV.com.
Where do I find the App? I’m interested in opening an account.
The LHV App can be downloaded from either the App Store (iPhone) or Google Play Store (Android). We do not recommend downloading the App from any other source due to risks of fraud and malware.
The App is no longer working. Why is this?
If you are encountering issues with the App, please get in touch with our customer support team who can assist you with this. Please do also look out for updates to the App that may need to be installed.
How do I access the App if I need to change my device?
Please contact help@lhv.com. We will then be in touch to confirm the next steps.
Complaints
What can I do if I'm unhappy with the response I've received?
We work hard to resolve complaints fairly. But if you’re not happy with our final response, or if we haven’t provided one by the deadline mentioned, you can refer your complaint to the Financial Ombudsman Service (FOS), an independent and free service that reviews complaints between consumers and financial businesses.
If you want to refer your complaint to the FOS, you’ll need to contact them within 6 months of our final response.
Financial Ombudsman Service Contact Details:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
0800 023 4567 or 0300 123 9123
complaint.info@financial-ombudsman.org.uk | www.financial-ombudsman.org.uk
How can I track the progress of my complaint?
If your complaint takes longer than expected, we’ll keep you updated on its status. You can also contact us directly through the app or via help@lhv.com for updates at any time.
When can I expect a response to my complaint?
If we can resolve your complaint within 3 working days, we’ll write to confirm both our findings and the resolution.
If it takes longer than 3 working days to look into, we’ll send you an acknowledgment confirming we’re on it.
For payment-related issues, like faster payments or online transactions, we aim to provide a final response within 15 working days of receiving your complaint.
In rare cases, if it takes longer, we’ll update you on our progress and let you know when you can expect a resolution – no later than 35 working days from when we first received your complaint.
For all other types of complaints, we’ll send a final response within 8 weeks.
How can I register a complaint?
If you wish to make a complaint, please contact us at complaints@lhv.com.
At LHV, we’re committed to delivering great customer service, but we understand that sometimes things can go wrong. When that happens, we’re here to listen, investigate, and work with you to make things right. Find out about our complaints process.