On the morning of Thursday 12th March, a number of customers using the Lloyds, Halifax and Bank of Scotland banking apps reported being able to see other customers’ account transactions. The incidents were reported to have occurred between 7 am and 9 am, leaving users worried that their personal information had been compromised. Customers have since been reassured that the error has been fixed, but a full investigation into the technical failure is now underway.
What we know about the 'technical glitch'
The affected banking apps were all from banks under the Lloyds Banking Group: Lloyds Bank, Halifax, and Bank of Scotland. Reports from customers and subsequent messages from the banks indicate that some users were able to view transaction information that did not belong to them. Lloyds has reassured customers that no other user had access to their accounts during this time and that the ‘glitch’ has been resolved.
A number of customer posts on social media described panic and concern around being shown transactions they did not recognise. One user posted, "I have other peoples transactions and account details showing in my online banking".
Lloyds Bank responded, "As we are currently investigating the issue… it may be the result of a technical glitch. In the meantime, please try logging out and logging back in and this should resolve the problem."
Another user described, "Logged into Lloyds App about 7.30 am this morning. My account details came up, but another person’s transactions followed. Initially thought I had been hacked and money stolen, but scrolling down there were payments in and out for months."
As reports of the same experience spread across other users and across all three of the Lloyds Group banks, similar posts started receiving the response, “This morning we incorrectly showed transaction information from some accounts to other customers in Internet Banking and the mobile app. We're sorry this happened. This issue was quickly identified and resolved.”
What was visible to customers?
Reports from customers using the banking apps consistently cited seeing other people’s account transactions, including payments and receipts, with details of the payer's and the receiver’s name, account number, and sort code. There were also reports that, in some instances, customers were able to see benefit payments that included National Insurance numbers, as well as payment transactions that included DVLA numbers.
Lloyds, Halifax, and the Bank of Scotland reassured customers that the glitch affected only the visibility of transactions and that access to accounts was not compromised. It is unclear at this point what caused this, but with the widespread use of digital banking, it will raise concerns for many about the security of account holders' data.
Investigations into the banking app glitch
The UK information regulator, the Information Commissioner’s Office (ICO), has confirmed that it is "aware of an incident affecting some online banking services" and "will be making enquiries".
Commenting on the situation, Chris Cook, Partner and Head of the Employment & Data Protection team at SA Law said: "Banks have a duty to ensure that personal and financial data is kept secure, and any inadvertent disclosure can trigger regulatory obligations, including notification to the Information Commissioner’s Office (ICO). Financial institutions may also face scrutiny from the Financial Conduct Authority (FCA), which oversees the wider protections afforded to customers. Depending on the nature and scale of the exposure, regulators can investigate and impose fines if they determine that adequate safeguards were not in place. For affected customers, the critical consideration is the type and extent of information seen. If sensitive data was disclosed, individuals may have grounds to complain and potentially seek compensation for distress or any demonstrable financial loss resulting from the exposure."
This most recent incident follows technical failures experienced by a number of banks’ customers, including Lloyds Banking Group customers at the beginning of 2025, when issues prevented access to accounts. At the time of writing, this incident looks to be limited to Lloyds Banking Group banks.
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