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Voice ID
Voice ID is our telephone banking security service designed to make it quicker, easier, and safer for you to contact us by phone.
- Simple to set up and use.
- Confirm your identity using your voice.
- Once set up you won't need to remember extra security information.
You can use Voice ID if you are eligible and hold a bank, savings, or credit card account with us.
How to register
We’ll guide you through it.
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- Phone us on 0345 850 1022 to set up Voice ID. Remember to have your account details to hand.
- We’ll confirm your identity in the usual way.
- We’ll ask you to provide your consent to our recording of your voice.
- All done. We will create your own voice print. You can use Voice ID the next time you call us.
Information about your data
When you set up Voice ID we’ll record a sample of your voice to generate a unique voiceprint that is distinct to you. Your Voice ID will be used by Lloyds Bank plc and Bank of Scotland plc for security and authentication purposes where you hold products with them. Once you’re set up, your Voice ID may be used to confirm your identity when you contact us in the future.
We’ll keep your Voice ID on record with Bank of Scotland plc which are part of Lloyds Banking Group. We may also share your Voice ID with other companies in Lloyds Banking Group that you hold products with, who may use different brand names, for the purpose of security and authentication, and to help us keep your accounts secure.
For details of our brands please visit www.lloydsbankinggroup.com/who-we-are/our-brands
You can opt out of Voice ID at any time by calling us on 0345 721 3141 and speaking to an advisor.
If you would like more information on how we use your data, please visit https://www.bankofscotland.co.uk/helpcentre/privacy/data-privacy-notice.html.
Here’s what you need to know
- We’ll never call you and ask you to repeat the passphrase “My voice is my password”.
- Like a fingerprint, your voice is unique to you which means that only you will be able to access your bank account information using your voice.
- In the unlikely event that Voice ID is unsuccessful when you call, for example if there was too much background noise or your voice was temporarily impaired, we can still confirm your identity by asking you some security questions. If you have a security number or password, we can identity you by using this.
- We will securely store your Voice ID whilst you are registered for the service.
- You can withdraw your consent at any time by calling us and speaking to an advisor. If you do, your Voice ID will no longer be used and will be securely deleted.
Getting started online
A look at the details
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All you need to do is call us and enter your details as usual. We will then ask you to say the phrase "My voice is my password" to access your accounts. It is as simple as that.
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Voice ID looks at over 100 different aspects of your voice. These characteristics are like your fingerprint and are unique to you. It even recognises you if you have a cold or sore throat.
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Setting up Voice ID is optional. If you choose not to use it, you can still contact us, we will confirm your identity by asking you some security questions. If you have a security number or password, we can authenticate you by using this.
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We store and protect your Voice ID data. We do this in the same way that we securely store all our customer data.
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It may be possible for you to set up Voice ID even if you have a speech impairment. For Voice ID to work we need at least three strong recordings of your voice as you repeat the passphrase.
We don’t recommend setting up Voice ID if you use a voice box or speech synthesiser. They might be a security risk as some speech synthesiser machines have the same voice.
If Voice ID is not right for you, please let us know.
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Since your voice is unique, someone else won’t be able to use Voice ID on your behalf. To protect yourself - don’t share your security number or security details with anyone else.
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If you wish to cancel your Voice ID you can do this at any time by calling 0345 721 3141 and speaking to an advisor.
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Please call us immediately on 0345 721 3141 so we can protect your accounts from possible fraud.
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