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I went to my local branch of Lloyds Bank in Caerphilly to withdraw £600 in cash at the counter only to be told that due to new rules I had to go to the outside cash machine.
If I wanted to be served at the counter I would have to request withdrawal of £800 minimum.
The member of branch staff said all customers had been notified of this new procedure in March 2025.
Looking at the current Lloyds website it states there is no limit for withdrawals over the counter just give advance notice if the request is for over a certain amount.
Checking on my correspondence from Lloyds Bank I can find no notification of this change of policy.
I wanted to withdraw it from the counter, as I felt vulnerable getting out such a large sum of cash outside - and I didn't think I'd be able to withdraw such a large sum from an ATM anyway.
Lloyds increased the maximum amount customers with a Lloyds debit card can take out from the ATM to £800
Helen Kirrane of This is Money replies: Lloyds is one of the few banks which does not have a maximum limit on how much cash customers can withdraw from the counter, according to advice it gave This is Money earlier in the year.
Customers need to be able to provide identification if they are withdrawing lager sums.
It sounds like you were given the wrong information by the member of branch staff at the counter.
Lloyds has not changed the amount that can be withdrawn at the counter - or set a new minimum.
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What it has changed is the amount customers can withdraw from the ATM if using a Lloyds debit card.
Customers can now withdraw amounts up to £800 in cash at the ATM and this has steadily been increasing. Previously, the amount which could be taken out at the ATM was £500.
But you should still have been allowed to withdraw an amount of less than £800 at the counter without being made to go outside to use the ATM, which you said you did not feel comfortable doing for such a sum of cash.
I don't blame you. Lloyds' branch staff will let customers know the options available to them for carrying out banking with it, but I am surprised a staff member thought the best way for you to withdraw £600 was to go outside and do it at the ATM.
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A Lloyds bank spokesman said: The amount you can withdraw at a cash machine is £800 per day if you hold a Lloyds Bank debit card.
Helen Kirrane adds: Lloyds said you should have been able to withdraw the money over the counter.
Earlier this year we asked the big high street banks how much customers can withdraw in cash at the counter.
HSBC does not have a maximum limit for how much cash a customer can withdraw from the counter, providing it has the amount you require in cash at your branch.
For cash withdrawals up to £5,000 you will not need to give any advance notice to Santander to get your money.
Customers can withdraw amounts up to £5,000 over the counter during its opening hours on Monday to Friday - though not on Saturdays.
There's no limit to how much money you can take out over the counter in a Barclays branch - as long as you've got the money in your account.
Withdrawals up to £2,000 can be made at a Nationwide branch counter without giving prior notice to the building society.
Problem withdrawing money from your bank? Contact: editor@thisismoney.co.uk
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