How do I obtain best execution?
We will take all reasonable steps to obtain the best possible result for you taking into account all relevant factors. To do this we have established and implemented a best execution policy, the details of which can be found in our Terms and Conditions.

Which shares can I deal in?
You can trade in any stock that settles in CREST and can be withdrawn in paper form. This would include:

• All CREST-settled UK and Irish equities and investment trusts
• UK Government Bonds or gilt-edged securities ('Gilts'), though not Gilt Strips
• PIBs and corporate bonds

How do I apply to use the Lloyds TSB Share Dealing Certificated Service?
To be able to trade you will need to supply us with your personal details first. This can either be done online, by phone or by completing an application form. If you would prefer to apply by post please request our brochure by phoning Customer Services on 0845 60 60 560 or from the website.

Can I sell shares where I hold share certificates?
Yes. We'll send you a CREST transfer form, once you have given your instructions to sell, which you'll need to complete and return to us with your share certificate(s).

What do I do if I cannot find my share certificate(s)?
You will need to phone the company Registrar to obtain replacement certificates before you deal. Please phone us on 0845 60 60 560 and we can tell you who the company Registrar is.

Can I sell shares which are held in a corporate sponsored nominee account?
No, you can only sell shares you hold as certificates using this service. If you want to sell shares you hold in a corporate sponsored nominee account you will need to contact the account administrator to find out which stockbrokers can sell the shares for you.

My shares are held in a company name. Can I use the service?
No, the service is only available to private shareholders.

My shares are held in joint names. Can I use the service?
Yes, you will need to give us the details for all shareholders and you will all need to agree to our Terms and Conditions before dealing. We will treat instructions given by one of you as having been given by all joint holders. All holders will have to sign the transfer form in the case of share sales.

Only the first named account holder can deal online. Any additional holders must deal on the telephone or by post. Purchases can only be made by a joint holder on the telephone, and if their own debit card is registered at the same address as the first named account holder's.

Can I authorise someone else to deal on my behalf?
Yes, you can appoint an individual to act on your behalf but there are some restrictions. Your agent may deal with us only by post or telephone if you wish to sell shares, or by post if you wish to buy shares. Your agent will not be able to place trades online. You will need to complete the Third Party Authorisation form in order to appoint an agent. The Third Party Authorisation form can be downloaded by clicking here, or phone Customer Services on 0845 60 60 560. The agent's personal data will be verified before they are given access to your Lloyds TSB Share Dealing account.

If you want to register a Power of Attorney to your account they will need to hold a validly authorised Power of Attorney or Court Order to act on your behalf which should have been notified to and accepted by us.

Contact Customer Services on 0845 60 60 560 and request a Power of Attorney Notification form. You will need to complete the Power of Attorney Notification. This will need to be returned to us with the original Power of Attorney document (or a copy of the original certified as a true copy by a solicitor, a stockbroker or the donor). Once we have verified these we will register the attorney on your account. The attorney may then deal by telephoning Customer Services or online. The attorney will have full access to your Lloyds TSB Share Dealing account.

How can I buy or sell shares?
You can place a trade online via the Lloyds TSB Share Dealing website, by phone by calling 0845 60 60 560 or by post.

What are the charges for dealing?
The Rates and Charges are available from the Certificated Summary page. This is displayed once you have provided the details requested on the log on pages. Alternatively, please call Customer Services on 0845 60 60 560.

How do I pay for share purchases?
You can only pay for purchases using your Switch/Maestro or Visa Delta debit card. In the case of buying shares in joint names, only the first named account holder can buy shares online using their debit card. Any additional holders must telephone Customer Services on 0845 60 60 560 to buy shares using a debit card in their own name, which is registered at the same address as the first named account holder.

What is MasterCard® SecureCode™ and Verified by Visa?
MasterCard® SecureCode™ and Verified by Visa are products that are offered by MasterCard and Visa in conjunction with the bank who has issued your card. SecureCode and Verified by Visa allow you to authenticate a Maestro or Visa card online payment by entering a unique, personal code or PIN, which has been issued to you by your Card Issuer.

When can I deal?
Online dealing is normally available during the hours of the London Stock Exchange (8am to 4.30pm), although you may place limit and stop orders online outside of these hours (see FAQs on limit and stop loss orders). The applicable telephone lines will normally be open between 8am and 6pm, excluding weekends and Bank holidays. You can access the website 24/7.

How quickly can I start dealing?
You can normally start dealing straight away, as long as you pass any regulatory checks as applicable.

What is the minimum trade size for dealing?
There's no minimum trade size, but if the amount of your sale proceeds is less than the commission charged we will not be able to accept your trade.

What is the maximum trade size for dealing?
The maximum online trade size for buying shares is £20,000. If you want to buy shares over this amount then you will need to phone Customer Services on 0845 60 60 560. In most cases you will be able to deal as long as the cleared funds are available in your bank account at the time.

For sales, the maximum online trade size is £25,000. For any sales over this amount you will need to phone Customer Services on 0845 60 60 560.

There are also limits on the maximum size our Retail Service Providers (RSPs) are prepared to trade online. These will be indicated on the dealing screens. If you want to trade over the RSP maximum then you will be asked to phone Customer Services to proceed.

If the accumulated value of your proposed trade(s) and any previous trades exceeds the limits set by Money Laundering guidelines, we are required to independently verify your identity before we can execute this transaction. This can normally be completed at the time of dealing but on some occasions we may need to ask you to send us documentation, such as a bank statement and/or utility bill. If this is the case, we will not be able to complete your trade. Once we have been able to verify your identity, we will then be able continue trading for you.

How quickly are orders processed?
Within 30 seconds once we have received your order online via our website or, if you deal by phone, your order will normally be processed while you are on the phone. If dealing by post your order will be processed on the day we receive the instruction.

When will I receive confirmation of my trade?
If you've placed a trade online, you'll get a trade confirmation as soon as the trade has been accepted. Phone trades will be verbally confirmed while you are on the phone. For all trades we will provide you with a unique reference number and send you a contract note by post on the business day following your trade.

Can I place limit and stop loss orders?
With the Certificated Service you can place limit and stop loss orders to sell certain shares. It is not possible to place limit or stop orders to buy shares. The dealing screen will give you the option to place a limit or stop loss order if this is available. Please see the FAQs on Limit and Stop Loss Orders for more information.

Can I reverse a deal?
No. Be sure that you've checked all the details carefully before you place a trade. Limit and stop loss orders can be amended if they have not yet executed.

If I am selling when will I receive my sale proceeds?
Sale proceeds will be paid once we have received and processed the relevant documentation from you. Payment of proceeds will depend on the settlement date of your transaction and also your chosen method of payment. Specific details regarding payment are shown on your contract note.

How will my sale proceeds be paid to me?
You can either have a cheque sent to your registered address or have the proceeds paid straight to your bank account (Lloyds TSB bank accounts only).

If I am buying certificated shares when will I receive my share certificate?
If you have purchased shares your share certificate(s) will be sent to your last known registered address, by ordinary second class post, as soon as possible after we have received them subject to receipt of any documentation we have requested regarding evidence of your identity.

Please note: we have a legal obligation to carry out checks to confirm the identity of our customers. If we request documentation to confirm your identity we will not be able to send your share certificate until we have received the documents.

If I hold certificated shares and only sell some of my shares, when will I receive my balance certificate?
If you have sold some of your shares, your balance share certificate(s) will be sent to your last known registered address, by ordinary second class post, as soon as possible after we have received them subject to receipt of any documentation we have requested.

Am I guaranteed the quoted price when I place an At Best order online?
When you place an order at the quoted price this will usually be accepted, but is not 100% guaranteed until confirmed. The quoted price lasts for 15 seconds for sales and 10 seconds for purchases, after which time the quote expires and a new price must be retrieved. See the demo of our dealing platform to find out how this works. You can also deal by phone on 0845 60 60 560. Our Price Improver system continues to check for a better price while the deal is being executed. If a better price becomes available while the trade is being executed you'll get the better price.

Where can I get live prices?
You'll be shown a live price directly before you place a trade online. All other online prices are 15 minutes delayed.