If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

 

Bank safely

When you use your bank account you need to stay safe and secure.

Learn how to spot a scam, what to do if you are contacted unexpectedly, and get advice on how to stay safe.

Our security systems

Real-time checks - As you bank online, we use extra security measures to make sure it’s really you and not a fraudster. If we spot anything odd, we may ask you to call our Fraud Team. All of this helps us to stop fraud and to keep you safe and secure.

Biometrics - We look at how you use your account online to make sure it’s really you using it and not a fraudster. This helps us to spot things that aren't normal.

State of the art - We use the very latest tech to protect you from hackers.

Bank name display - When you set up a new payment, we may display which bank you’re sending money to like Barclays, HSBC, Tesco. This helps you to make sure a new payment goes to the right account.

Helpful hints - When you bank online, you’ll see messages before and after you log on. These will give useful hints and tips on how to stay safe online.

Phone calls

We may give you an automated call to confirm an action like setting up a new payee. The call will ask you to enter the four digit code you can see on your Internet Banking screen.

If you are called by someone, not an automated call, and asked to enter a code, then it's a scam.

Lloyds Bank will never ask you to complete this call to secure or get money into your account.

We use your data as set out in our terms and conditions and by your data privacy rights. This protects you and your personal details.

Understand more about how we protect our customers from fraud, by reading our Banking Fraud Control Comparison Data factsheet.

Next topic: Card safety

Previous topic: Protect your passwords

Lloyds Bank will never ask you to:

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

Think you've been a victim of fraud?

You should contact us right away if you think you’ve been a victim of fraud. We can then guide you on what to do next.

Contact us now
  • 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. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales No. 2065. 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.

Eligible deposits with us are protected by the Financial Services Compensation Scheme (FSCS). We are covered by the Financial Ombudsman Service (FOS).

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.