Mortgage support
Worried about paying your mortgage? We have various ways that we can help you.
Scam calls
Fraudsters can call to pretend to be your bank, the police or a well-known company. They use your personal and banking details to win your trust.
Listen to this example of a typical scam call to discover how they work. If you ever get a call like this, hang up.
Fraudsters pretend to be genuine companies
Did you know fraudsters can copy genuine phone numbers and sound professional? The longer you talk with a fraudster, the more chance they have to trick you into moving your money. Hang up.
Did you expect to get a call?
Genuine companies never call out of the blue to tell you to move your money. It’s okay to hang up on a call like this. Call to check on a number you trust, never one you’re given over the phone.
Fraudsters may have stolen your details
You don’t have to trust a caller just because they know your personal and banking details. Fraudsters can steal details, or you may have given yours away by mistake to an email or text that was a scam. If you’re not sure who’s on the phone, hang up.
Listen carefully and challenge
Fraudsters will say anything to get you to move your money. Think: does a call make sense? Be brave and hang up. You’re in control of your bank account and money.
Do they want you to move money?
Most fraudsters want you to move money to another account. They say things like there’s fraud on your account, or the bank is stealing from you. If a caller wants you to move money, it’s a scam. This is your last chance to hang up.
If there’s ever a problem with your account, we’ll always protect it first then contact you to put things right. We'll never call to tell you to move money to another account.
To check that we called you, hang up then dial 159 to talk with us.
Examples of other scam calls
Fraudsters can use the same methods to get you to download something or to ask for a bank passcode.
Your mobile or landline provider might offer a service that blocks unknown callers. And your mobile phone settings may give you that same option.
Does a caller want you to download something?
This kind of call is like the one we’ve just described, but this time, a fraudster pretends to be a well-known company. Usually, they want you to download some software. This is a scam to take control of your computer or device. Hang up to stay in control.
Do they want you to share a passcode?
Fraudsters call to claim to be your bank to ask you for a passcode or activation code so they can use your account. We send a code to confirm it’s you using or setting up an account. If anyone calls to ask for a code, hang up, it’s a scam. Learn about passcodes.
Other scams fraudsters use to trick you
Learn how fraudsters try to steal your details with a scam email or text, and the tricks they use on social media or with fake investments.
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 on 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 on page or to a page that asks for your security or personal details.