Lloyds Banking Group (LBG) and its two recognised trade unions Accord and UNITE have enjoyed strong and
effective working relations since Lloyds TSB took over HBOS plc in 2009, which have helped the bank and its
employees navigate through the challenges of the financial crisis, the subsequent demerger of TSB, and the
ongoing changes in the retail banking sector. For both parties, the development of an appropriate
architecture and of personal relationships to enable close and effective working at every level of the bank
have been a priority, to ensure that the views and interests and employees are a key consideration in
strategic decision making.

As this case study written by IPA director Nita Clarke OBE demonstrates, faced with the huge challenges of dealing with COVID19 throughout 2020, this architecture and these strong relationships have been key in enabling the bank and its employees to engage effectively in meeting the ongoing and immediate challenges presented by COVID19, with regular contacts ensuring employee safety, while maintaining levels of customer service.

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