Suspicious emails and text messages

You have received an email or a text message that seems to be from a company you know well, like Lloyds Bank. It’s urging you to act, asking for personal information. It might claim there is something wrong with your account. Or that your details need to be updated.

Fraudsters use a scam called phishing for email, and smishing for texts. They copy emails and texts from real companies to try to steal your data or send your computer a virus.

Find out how to protect yourself, and tell a scam email or text message from a real one.

Man entering card details into laptop

Is the email asking for financial and personal info?

Fraudsters pretend to be well-known companies like Lloyds Bank, Visa, Apple or HMRC: be wary even if you think you recognise the sender. Genuine companies never ask for Internet Banking log on details or card details in an email . Don’t reply, and don’t click on any links or attachments.

Do you know who really sent the email?

If in doubt, phone the company on a trusted number or visit their website by typing their web address directly into the address bar. Don't click on a link or copy and paste from the email itself. 

Is the email trying to scare you into action?

Emails from reputable companies should sound reasonable and calm. Phishing emails often contain threats of account suspension or immediate risk of fraud. If you’re not sure about an email that looks like it’s from Lloyds Bank you can always phone us on the number on the back of your card.

false email example

How to tell a suspicious email from a real one

  • We always greet you by title and surname, as in ”Dear Mrs Smith”. We always include part of your main account number, or part of your postcode if you don't yet have an account number.
  • We never ask you to confirm personal or financial information in an email.
  • We do not scare you with urgent warning messages and we never use email to warn you of suspicious activity on your account.
  • Scam emails often look odd, with a messy layout and spelling mistakes.
  • Our email addresses always end with lloydsbank.co.uk. All genuine emails come from lloydsbank.co.uk. There should never be another word in between lloydsbanking and .co.uk. (for example name@mail.lloydsbank.co.uk is correct but name@lloydsbank.mail.co.uk is wrong). If you share a suspicious email with our email scams mailbox, the automatic reply will come from lloydsbanking.com.
  • We never link directly to our Internet Banking log on page, or a page that asks for security or personal details.
  • We never ask you to carry out a test payment online or move money to a new sort code and account number, even if it’s described as a “secure", "safe” or ”holding” account.

Is the text message asking for financial and personal info?

Fraudsters pretend to be well-known companies: be wary even if you think you recognise the sender. Genuine companies never ask for Internet Banking log on details or card details in a text . Don’t reply, and don’t click on any links or attachments.

Do you know who really sent the text message?

If in doubt, phone the company on a trusted number or visit their website by typing their web address directly into the address bar. Don't click on a link or copy and paste from the message itself.

Is the text message trying to scare you into action?

Does it sound reasonable and calm, like an message from a reputable company? Phishing text messages often contain threats of account suspension or immediate risk of fraud. If you’re not sure you can always phone us on the number on the back of your card about a message that looks like it’s from Lloyds Bank.

False text example

How to tell a suspicious text message from a real one

  • We never ask you to confirm personal or financial information.
  • We never link to our Internet Banking log on page, or a page that asks for security or personal details.
  • We never ask you to carry out a test payment online.
  • We never ask you to move money to a new sort code and account number, even if it’s described as a “secure", "safe” or ”holding” account.

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).

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.

Call 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.

 

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.