Suspicious phone calls

Would you give a stranger your house keys or your wallet? Probably not, because you don’t know them. It’s the same on the phone – you can’t be sure who you are talking to.

Fraudsters phone people pretending to be Lloyds Bank, the police, or companies such as BT, Microsoft or TalkTalk. They do it to get you to send money, let them access your bank account or take control of your device to steal your personal data. Stop and think – is this call genuine?

Telephone fraudsters sound convincing and professional. Here are a few tips on how you can protect yourself and tell a genuine phone call from a scam.

Follow these four steps:

If the call is unexpected, then they might not be who they say they are. If you’re not sure, say you’ll call back. Always use a trusted number (not the number the caller is using or asks you to use, and don’t assume a caller is from Lloyds Bank even if your caller ID says that it is. For Lloyds Bank, use the number on the back of your card. If the caller says they are from the Police you can call back on 101.

Fraudsters want to create a sense of urgency to force you to make quick decisions. The scammer might also ask you to “keep it quiet” and not tell anyone about the call. Don’t trust anyone trying to silence you or hurry you up.

Never transfer money if a caller says you must do this for “security purposes” to a “safe/secure/holding account”. Fraudsters might also say they’re from Lloyds Bank telling you that you are due a refund, or that you must complete a test transaction. We’ll never ask you to do this so hang up the phone!

It’s very rare for the Police or Scotland Yard to call people unexpectedly. If they do, they’ll never ask you to move your money. And they’ll always follow up with a visit from a Police Officer with photo ID and a warrant number.

The Police will never ask you to transfer money to a new account, and neither will we.

If an unexpected caller claims there is something wrong with your computer or asks you to download something, this is almost certainly a con. The caller might claim to be from a broadband provider or trusted software company (even the one you use). But unless you asked for this phone call, it is likely to be a fraud.

If a caller asks you to log on to your computer, tell them you’ll make your own arrangements and hang up. Never tell a caller what you can see on your screen or allow anyone remote access (control of your machine) unless it's a company that you called first. Be very wary if the caller claims they have accidentally sent you money and ask you to send it back. If in doubt, put the phone down. 

Lloyds Bank will never ask you to:

  • Share Internet Banking account details (like username, password and memorable information). 
  • Tell us your Personal Security Number (PSN) for Telephone Banking.
  • Tell us your PIN code, expiry date, CVV number (the last 3 digits of the security code on the back).  
  • Move money to a so-called secure account (or safe or holding account).
  • Move your money or ask you to transfer funds to a new sort code and account number that we provide.

Security calls we make to keep you safe

Always make sure the explanation is the one you’re expecting.

Telephone Authentication is the recorded call where you’re asked to enter 4 digits from your computer screen to complete an Internet Banking action such as payment to a new beneficiary, new products or registrations.

If someone tells you to ignore this explanation (for instance, if they say it's just a test transaction), or if you don’t recognise the action described in the automated call, then you are speaking to a fraudster.

You will never be asked to complete this call to receive money into your account.

AppSign

This where you have chosen log into your Lloyds Bank Mobile Banking App to authorise an action you’ve made on your computer or tablet such as payment to a new beneficiary, new products or registrations.

Read the explanation on screen carefully. If someone tells you to ignore this (for instance, if they say it's just a test transaction), or if you have not yourself requested the above actions, then you are speaking to a fraudster.

If we suspect fraudulent activity on your account we may contact you via telephone to confirm that you carried out the activity. We will confirm your identity by asking you to confirm questions from your credit file / details from your passport or driving license. We will never ask you for your login details.

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.

 

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.