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.
Fraudsters can phone people and pretend to be from Lloyds Bank, the police, or other well-known companies. Scam calls can sound real and professional. But stop and think - is this call genuine?
What to look out for:
- Unexpected calls - If you didn’t expect the call then it could be a scam. If you’re not sure, you can call back.
- Pressure calls - Fraudsters want to hurry you into making a quick decision. They may also ask you to 'keep it quiet' and not tell anyone about the call. Don’t trust anyone who does this.
- A need to transfer money - Scam calls can try to get you to transfer money for security purposes or to a safe/secure/holding account. Do not do this. Lloyds Bank would never ask you to move money to a ‘safe’ account.
- Refunds - If a call offers you a refund it’s a scam. Lloyds Bank would never call you about a refund.
- Test transactions - If a call asks you to do a test transaction then it’s a scam. Lloyds Bank would never ask you to do this.
- Calls from the police - It’s very rare for the police or Scotland Yard to call. If they do call, they'll always follow up with a visit from an Officer with photo ID and a warrant number.
- You’re asked to log on to your computer - A scam call may tell you there's something wrong with your computer or ask you to download something. They could pretend to be from your broadband provider or trusted software company. But if you didn't ask for this call, it's a scam.
What you can do:
If you get a cold call then you can stay safe by:
- Follow the code of conduct within the new scam code - This code will help to protect you from scams.
- Hang up the phone - If you’re not sure who’s calling, hang up the phone.
- Tell them you’ll call back - But use a number you trust, not the number they use or give you. If they say it’s the police you can call back on 101.
- Contact us - If you’re not sure about a call please get in touch with us. Scam calls can come from a number that looks genuine. Call us from the number on the back of your bank card.
- Do not transfer any money - Your bank or the police will never call and ask you to move money from your account.
- Do not log onto your computer - Unless you called for help, do not log on to your computer for an unexpected call.
- Do not let anyone take control of your computer - Unless you called for help, do not let anyone take remote control of your computer.
- Do not say what is on your computer screen - A real call would not ask for you to tell them what’s on your computer screen.
Remember, if you’re not sure about a call hang up the phone.
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.
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.