What we're doing

How we keep Internet Banking secure

We’re committed to making sure your Internet Banking experience is as safe as possible. We use cutting edge technology to protect your personal information and privacy.

We guarantee to refund your money in the unlikely event you experience a fraud with your Internet Banking as long as you've been careful, for example, by taking reasonable steps to keep your information safe.

Keeping your safe

Even if you only spend five minutes looking at your account every now and then, we have some seriously clever widgets to keep you safe:

  • Secure log on. You will always have to enter your User ID, password and three characters from your memorable information to access your account(s).
  • Automatic log off. We will automatically log you off after several minutes of inactivity in case you forget to log off or leave your computer unattended.
  • Fraud detection systems. We monitor your account(s) for any unusual behaviour.
  • Suspend account. We will temporarily disable your account(s) after a number of incorrect log on attempts in case fraudsters are trying to guess your details.
  • Telephone masking. To provide additional security, we have partially hidden your telephone numbers to help protect you against online fraud.

Setting up a new payment in Internet Banking

When you set up a new payee, standing order or credit card payment, we need to make sure you are who say you are. To do this, we’ll give you a call to ensure that the instruction is coming from you.

How it works:

  1. All you need is a telephone near you. You’ll be able to choose which number we call you on, provided it’s a number we already have on our records.
  2. You’ll receive an automated call asking you to confirm details about your transaction.
  3. You’ll need to enter the four digit number that will appear on your computer screen into your telephone keypad.

The whole process takes around a minute. See it on our demoSee our demo..

Please make sure your contact details are up to date: log on to Internet Banking, then select Personal Details from the left-hand menu.

We may also use this process at other points in your journey.

How we communicate with you

Criminals may use email, text or phone to lure you into handing over valuable information such as credit card and bank account numbers, passwords and log on details. These can be used to commit fraud.

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.
  • Greet you personally using your title and surname.
  • Use links in our emails that will only ever go to a page on www.lloydsbank.comLloyds Bank website. We will never link directly through to our Internet Banking log on page or ask for your personal details.
  • Use the sender addresses info@email.lloydsbank.com or insurance@email.lloydsbank.com

Find out more about phishing

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.

Find out more about how to protect yourself online

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.