New scam code

You need to be careful when you make a payment online.

Fraudsters can pretend to be someone you trust or offer things like fake goods to try and scam you.

We’ll do as much as we can to protect you and reduce scams while you make genuine payments.

To stay safe online, you should follow the code of conduct below. This code will help to protect you from scams and give you the chance of a  refund.

Tips to stay safe from scams

  • Our security systems help us to fight fraud. We can use them to warn you about a scam before you make a payment and when you:

    • Set up a new payee.
    • Amend an existing payee.

    If you get a warning, make sure you take suitable action to protect your payment.

    We may not refund your money if you ignore a warning and fail to act.

  • Before you make a payment, you need to double-check all the details to make sure:

    • you pay the right person or company
    • that any services or goods you want to buy are genuine, and/or
    • payments to invest are with a genuine company.

    Don't rely on an email, text message or a caller ringing you to give the correct name, account number and sort code.

    To double-check, call back on a number you know is theirs, not one that is given to you.

    By doing this, you’ll help to protect yourself from scams and your right to a refund.

  • If you run a small firm or a charity, then you should have measures in place for when you approve a payment.

    Use these at all times as they can help you to avoid a scam.

    If you don’t use them and fall victim to a scam, we may not refund your money.

  • Take 5

    You can get straight forward, impartial advice on how to avoid scams from Take Five.

    Action Fraud

    You can report a crime or get general advice from Action Fraud. They help banks and other companies combat fraud.

    Get Safe Online

    They offer advice on how to keep yourself and your devices safe from fraud.

    UK Finance

    UK Finance is there to support customers and to help make sure it's safe to bank.

    Prudential Regulation Authority (PRA)

    The PRA is part of the Bank of England. Their role is to make sure banks act safely and reduce the chance of them losing money.

    Financial Conduct Authority (FCA)

    The FCA is there to make sure banks work well so customers are protected and get a fair deal.

    CIFAS

    CIFAS can help to protect your identity. They can stop fraudsters from using your details to apply for things in your name.

    Cyber Aware

    This is a government site that gives advice on how to stay safe online.

    ScamSmart

    This is part of the FCA site. You can use it to check on an investment or pension deals to help you avoid scams.

    Lloyds Bank does not control the content of third party websites linked to on this page.

Fraud refunds

If you follow the code of conduct, it not only helps you to stay safe from scams but it gives you the chance of a refund.

We’ll look at all scam cases to make sure a payment was made fairly and with care. We can then decide on a refund for any money you may have lost.

We will not give a refund if you do something dishonest or careless that helps a scam take place.

LSB - the contingent reimbursement model code. App scams.

Helping to protect you from paying a fraudster’s account.

Learn more about the CRM Code

Confirmation of Payee

Before you make a payment, we'll check that the name you give matches the one on the account.

We'll tell you if they don’t match. You'll then have to choose to pay or to check the details.

If you pay the wrong account and it turns out to be a scam, there’s a good chance you’ll lose your money.

Think you've fallen for a scam?

Think you've fallen for a scam?

You should contact us right away if you think you've been scammed. We can then guide you on what to do next.

Contact us now

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 or card expiry date.
  • Move money to another account.

Next topic

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.