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I don’t recognise a payment on my account

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I’ve received a suspicious call

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I’ve received a strange email or text from Lloyds Bank

Staying safe and secure

Banking should always be as safe as possible. We use the latest online security measures to protect your money and your data online but there are also things you must do to prevent fraud.

Top tips to protect yourself online

  • Remember that we will never ask for your Internet Banking password, login details or PIN. If you receive any request for this information, report it
  • Don’t use a password that can be easily guessed and never use the same password for Internet Banking that you use for other websites. Creating a secure password
  • Limit the amount of personal information you share about yourself online to reduce the risk of identity theft and fraud. Protecting your personal information online
  • Always update your computer, tablet and smartphone’s operating system and web browser software. Always use anti-virus software to protect your devices. Protecting your device

How we protect you

We use cutting-edge technologies to make sure you’re safe. These include:

Think you are a victim of online fraud?

Money has fraudulently left your Lloyds Bank account or someone knows your Internet Banking password
For any other issues that you think may be related to fraud
Step 1:

Report it to us

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.

Step 2:

Report it to Action Fraud

Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050Call telephone number 0300 123 2040.
Report it to Action Fraud

Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050Call telephone number 0300 123 2050.

They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collect data from across the UK to help banks and other businesses combat fraud.

 

Received a suspicious email or text message?

If you receive an email or text message that looks like it’s from Lloyds Bank but makes you suspicious, forward the email or send a screenshot of the text message to emailscams@lloydsbanking.com.

Please note:

  • Do not use this mailbox for any other questions or messages. The mailbox can only deal with emails where the Lloyds Bank name is used without permission by fraudsters. Other types of email cannot be actioned.
  • It’s an automated mailbox so you won’t receive any personalised response. The only action we can take is to request the deletion of fraudsters’ email addresses and URLs. There may be delays as our partners process these requests.
  • Never email us any personal or account information (including card details and logon information).

We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Internet Banking service. We will take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but you must also use our online banking services carefully.

Being careful when you use our services includes, for example, that you:

  • Do all that you reasonably can to keep your Security Details (such as online and mobile username, password, and memorable information) secure, and you log off after each Internet Banking session.
  • Don’t let anyone else have access to your account or Security Details, or transact using them, even if they share a joint account with you through our Internet Banking services.
  • Tell us, as soon as you can if you think your Security Details have been lost, stolen, damaged or are being misused; or think someone may be accessing your accounts without your authority, or has discovered your Security Details.
  • Carry out regular virus checks on your devices.

If you've been grossly negligent, we will not refund any money taken from your account before you have told us your Security Details have been lost, stolen or could be misused.

We won't give you a refund if you have acted fraudulently.

For further guidance on using our online banking services,  see our Internet Banking terms and conditions.

Important Legal Information

Lloyds Bank plc is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 119278. Authorisation can be checked on the Financial Services Register at www.fca.org.uk. Lloyds Bank plc is a member of the Financial Services Compensation Scheme and the Financial Ombudsman Service. We subscribe to the Lending Code; copies of the Code can be obtained from www.lendingstandardsboard.org.uk.

Lloyds Bank plc Registered Office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065.

Personalisation. We will always greet you personally using your Title and Surname. We will never use ‘Dear User’ or ‘Dear Valued Customer’. Where you hold an existing account with us, we will quote the last four digits of your account number, such as your current account, savings account or credit card. If you don’t yet have an account with us but we have your postal address details, we may use part of your postcode. Internet Banking-related emails may also include your Internet Banking User ID.

Links. All links within our emails will go to a page on www.lloydsbank.com, or to trusted Government regulatory websites (e.g. Financial Ombudsman, Financial Conduct Authority, etc). Research emails may take you to a partner research company website but you will not be asked for any Internet Banking log in details. In fraudulent emails, website addresses may appear genuine on first sight, but if you hover your mouse over the link without clicking, it may reveal a different web address. On our genuine emails the link address always starts with email.lloydsbank.com or www.lloydsbank.com. We will never link direct through to our Internet Banking log in page or to a page that asks for your security or personal details.