The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

 

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.

Use strong passwords

There are many simple ways that you can stay safe online. Using strong passwords are a good way to start. 

You can create a strong password by choosing three random words. And to keep it safe, don’t share it or write it down. 

To make a password even harder to guess, you can add numbers or special characters. The longer the password, the stronger it is. 

Protect your accounts

Your first line of defence should be your email account. It can hold a lot of your personal details and be used to get into your other online accounts.

If you don’t have one already, pick a new strong password for your email account. Then do the same for all your other accounts, like:

  • Bank account.
  • Social media accounts.  

Save your passwords

It’s best to use a different, strong password for each account you have. You can use your browser to help you remember them all.

Your browser settings should let you save each password. Browser security is very good, so it’s a safe thing to do and makes it easier to log in.

Extra security

If an account asks you to set security questions, try to avoid using personal details. 

When you bank online, we use two-factor authentication (2FA) to make sure it’s you. This makes it harder for someone to get into your account, even if they guess your password.    

For 2FA to work, we need to send a code by text or landline. So please make sure we have your latest phone number.   

Other online providers and apps also use 2FA. If they do, it’s a good idea to turn it on as it will help to keep you safe.

If you think someone else knows your banking details contact us now.

Next topic : How we protect you

Previous topic: Scam messages

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.