Phishing scams

Be alert to phishing

You receive an email that looks like it comes from us asking you to log on and check your account. It looks real, so you might be tempted to click on the link and enter your user ID and password into the website. Wait a minute.  If you do, you will be handing over your details to a fraudster who wants to take your money.

Phishing scams are used by criminals to lure victims, by email, text or phone, into handing over valuable information such as credit card and bank account numbers, passwords and log on details, which can be used to commit fraud. We will never send you an email, text or a website link asking you to enter your Internet Banking or card details.

What to look out for

Impersonal greetings and probing questions

A phishing email will not be personally addressed to you but may begin with ‘Dear valued customer’. The fraudster or fraudulent website may ask for lots of sensitive personal information such as passwords, Internet banking log on details, contact details or credit card numbers.

Urgent warnings

A phishing email may say things like ‘we need to verify your account information’ to try and get you to respond without thinking.

Bad spelling and formatting

The wording of the email may have poor grammar and spelling.  The fake website may look slightly different with an alternative layout or misspelt words.

Genuine emails

We will always:

  • Quote your Internet Banking user ID or the last four digits of your account number. By default this will be your main account. If you don’t hold an account with us we will quote characters from your postcode.
  • Greet you personally using your title and surname.
  • Use links in our emails that will only ever to go www.lloydsbank.com. We will never link directly through to our Internet Banking log on page or ask for your personal details.

What is Spam?

Spam is used to advertise products and services. Here’s what you can do to protect your email account and reduce spam:

  • Uncheck the box. If a company asks you for your email address, read the small print and state that you don’t want your details to be passed on.
  • Turn on the spam filter. Your email provider will give you the option to filter your incoming emails and redirect spam to your junk folder, keeping your inbox clear. This folder will empty itself from time to time. Contact your email provider if you’re not sure how to do this.
  • Delete it. Thousands of spam emails are sent every day, but most of them are harmless. Flag it, ignore it and delete it.

Tips on avoiding phishing attacks

  • Limit the amount of personal information you make public on the Internet, including social networks.  It could be used against you.
  • Treat all email with a degree of caution. The sender's or return address can be faked.  The email header and website link can also be manipulated.
  • Don’t use a link in an unexpected or suspicious email to get to any webpage.  Type the website address into your browser's search bar.  We will never link from an email directly through to your Internet Banking log on page or to a page that asks for your security or personal details.

Did you know?

  • Phishing emails are often sent as spam mailings pretending to come from your bank, tax authority, eBay, PayPal or webmail accounts.
  • A counterfeit site can be used to collect log on credentials and information intended for the genuine site.
  • In emails, website addresses may appear genuine on first sight, but if you hover your mouse pointer over the link without clicking, it may reveal a different web address.

Our online and mobile banking guarantee

We guarantee to refund your money in the unlikely event you experience fraud with our Internet Banking service - as long as you've been careful, for example, by taking reasonable steps to keep your security information safe. We protect you with safeguards that meet Industry Standards.

  • Keep your password secure and do not let anyone else make use of your security details, even if they share a joint account with you.
  • Do not let anyone watch you enter your security details and log off after each Online Banking session.
  • Carry out regular virus checks on your devices and have the latest operating system and web browser installed.

Report a phishing scam

If you receive a phishing email, stay calm. There is no risk in receiving it. Just delete it. You can report it by forwarding it to emailscams@lloydsbanking.com. To get in contact with us regarding general queries please visit our Help Centre.

We’ll use this information to help reduce fraud.

If you think you may have fallen victim to phishing or any other type of online fraud, please call us as soon as possible:

0345 300 0116
(or +44 20 7649 9437
Telephone 00 44 20 7649 9437
from overseas - lines are open 7am-10pm Mon-Fri, 8am-6pm Sat-Sun)

If you have a hearing or speech impairment, please call:

Textphone 0345 300 2280
(or +44 1733 347 515 from overseas - lines are open 7am-10pm Mon-Fri, 8am-6pm Sat-Sun)

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.ukVisit the Financial Conduct Authority website. 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.ukVisit the Lending Standards Board website.

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.comLink to Lloyds Bank homepage, 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.