When you use your bank account you need to stay safe and secure.
Learn how to spot a scam, what to do if you’re contacted unexpectedly, and advice on how to stay safe.
Scam Text and Email messages
Below you can find out how to protect yourself by spotting both a scam text and email message from a real one.
What to look out for:
- They want financial or personal info - Lloyds Bank or a genuine company would never message you for banking or personal details.
- Unexpected sender - If you don’t know who sent a text or email message then it could be a scam.
- You need to act now - A genuine text or email message will be written in a reasonable and calm way. Scams may use warning messages, threats of fraud or problems with your account.
- How a text greets you - A Lloyds Bank text will include part of your name, account number or post code.
- How an email greets you - A Lloyds Bank email will always greet you by title and surname, as in Dear Mrs Smith. We always include part of your postcode.
- Spelling mistakes - Scam texts and emails often look odd, with a messy layout and spelling mistakes.
- The email address - All our email addresses end with lloydsbank.co.uk. There should never be another word in between lloydsbank and .co.uk. This is a genuine email: email@example.com. This is a scam email: firstname.lastname@example.org.
- You’re asked to move your money - We will never text or email you to make a test payment online or to move money to a new sort code and account number. We will never ask you to move money to a secure, safe or holding account.
- Invoice scams - People can hack into emails and change payment details on an invoice. Double check payment details before you pay an invoice. If you pay the wrong account, there’s a good chance you’ll lose your money.
What you can do:
If you get a message that seems odd, you should follow these steps:
- Do not reply - Even if you think you know the sender, don’t reply to a text or email message if it seems odd.
- Do not open any links or attachments - Scam texts and emails can put a virus on your phone or computer.
- Call the company - If you’re not sure, phone the company on a number you trust or visit their website by typing their web address directly into the address bar at the top of your screen.
- Double check before you pay - If you need to pay for a job or service, it’s a good idea to confirm the payment details first. Call the person or business on a number you trust, not one from an invoice.
- Call us to make sure it’s genuine - Use the number on the back of your bank card and we can help to check the text or email message.
- Forward the message to our fraud team - Please forward any scam emails to us at email@example.com.
- Forward the message to your network provider - You can use 7726 to report the scam text for free to your network provider.
Remember, if you’re not sure about an email or text message - do not reply and delete it.
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.