If you have lost touch with your bank, building society or NS&I account, this website will guide you through some simple steps to help find your lost account.
My Lost Account is a free service that helps customers trace dormant or “lost” bank, building society, and NS&I accounts. Often accounts become inactive due to something as simple as a house move, and this service provides a safe way for customers to recover or reactivate them. While UK Finance brought us into the project, we also worked directly with the Building Societies Association (BSA) and NS&I.
Together with the banks, these organisations are all equal stakeholders in the product, making this a collaborative project at a national level. The challenge was to create a modern, user-friendly platform that could handle sensitive financial data securely, while also making the process of submitting and managing claims faster, easier, and more transparent.
“This was a really exciting project to work on, not only because of the technical challenges, but also because of the positive impact the service has for people who may have lost track of their savings.”
"There were two distinct elements to the project:
1. The Drupal based public facing site, where customers can sign up, securely submit a claim, and track progress.
2. The back end system, used by all UK registered banks, building societies, and NS&I to receive, download, and process claims.
The new back end environment allows institutions not only to handle submissions more efficiently, but also to communicate with users directly, for example to request additional information or clarify details. This represented a major improvement on the previous system, which lacked this flexibility. Usage patterns also varied: while some smaller providers only log in once a month, major institutions like Lloyds are active daily, meaning the platform had to perform reliably under both light and heavy loads.
Key priorities included:
For customers, it offers a simple mobile friendly way to recover lost accounts, backed by clear communication and improved trust. For banks, building societies, and NS&I, it provides a centralised, robust environment that reduces admin, improves efficiency, and supports millions of account holders nationwide.
The dual platform approach (Drupal and backoffice system) means the service is both highly secure and flexible enough to grow with stakeholder needs. We are proud to continue our long-standing relationship with UK Finance and its partners, supporting them in delivering services that protect consumers and strengthen trust in the financial sector.
