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Banking online safely

When you’re managing your bank account it’s important that you keep yourself safe and secure online.

Learn how to spot a scam, what to do if you are contacted unexpectedly, and advice on how to stay safe online.

Fraudsters phone people pretending to be Lloyds Bank, the police, or other well-known companies. They do it to get you to send money, let them access your bank account or take control of your device to steal your personal data. Stop and think – is this call genuine?

Telephone fraudsters sound convincing and professional. Here are a few tips on how you can protect yourself and tell a genuine phone call from a scam.

It’s very rare for the Police or Scotland Yard to call people unexpectedly. If they do, they’ll never ask you to move your money. And they’ll always follow up with a visit from a Police Officer with photo ID and a warrant number.

The Police will never ask you to transfer money to a new account, and neither will we.

Don’t log on to your computer for a caller - If an unexpected caller claims there is something wrong with your computer or asks you to download something, this is almost certainly a con. The caller might claim to be from a broadband provider or trusted software company (even the one you use). But unless you asked for this phone call, it is likely to be a fraud.

If a caller asks you to log on to your computer, tell them you’ll make you own arrangements and hang up. Never tell a caller what you can see on your screen or allow anyone remote access (control of your machine) unless it's a company that you called first. Be very wary if the caller claims they have accidentally sent you money and ask you to send it back. If in doubt, put the phone down.

Is the text message trying to scare you into action?

Does it sound reasonable and calm, like a message from a reputable company? Phishing text messages often contain threats of account suspension or immediate risk of fraud. If you’re not sure you can always phone us on the number on the back of your card about a message that looks like it’s from Lloyds Bank.

How to tell a suspicious text message from a real one

  • We never ask you to confirm personal or financial information.
  • We never link to our Internet Banking log on page, or a page that asks for security or personal details.
  • We never ask you to carry out a test payment online.
  • We never ask you to move money to a new sort code and account number, even if it’s described as a “secure", "safe” or ”holding” account.

There are threats that can harm your devices even if you’re not aware that anything is wrong. But there are simple steps you can take to protect yourself.

Remember - always log off from your Internet Banking and lock your device with a PIN or password. Never leave it unlocked and unattended, and safeguard your device.

You can keep most viruses out if you:

  • Keep up to date. Always keep your operating system (like Windows or iOS), your internet browser (like Internet Explorer) and software up-to-date. See ‘Update' regularly for more information.
  • Use anti-virus software. Install it on your computer, keep it up-to-date and make sure it scans at least once a week. Act when prompted. Don’t keep putting it off – it’s there to protect you. Listen to your anti-virus software. It should tell you when a site is unsafe to visit or a file is unsafe to open.
  • Download carefully. Never download files and programs unless you are absolutely certain they are genuine and come from a source you trust. Always download mobile apps from an official store such as the App Store or Google Play.

Never switch off your firewall - unless you’re a computer expert and know what you’re doing.

  • Never use the password that came with your Wi-Fi router or hub - Change it to a strong password; something that no one can guess or use without your permission.
  • Only connect to secure Wi-Fi - if you use Wi-Fi on the go, make sure you’re using a genuine, secure connection. Fraudsters can set up hotspots in cafes and other public areas. You should avoid logging onto online accounts that store any payment or banking info (like Internet Banking, Paypal or online shopping sites) if you’re using public or free Wi-Fi.

Protect yourself by using security settings, PINs and passwords wherever you can. Think carefully about what you post in tweets, on Facebook, Instagram and other social media.

Think about what information you should not share online and how you can keep your account as safe as possible.

Passwords are key to online security on your Internet Banking, computer, tablet and smartphone. Choose secure passwords, don’t share them and change them often.

Make your password as secure as possible:

  • Never let anyone else use your Internet Banking. Not even if you share a joint account. And never let anyone know your password or 2nd password (your 'memorable information').
  • Use a different password for every website. If your data is stolen from any of the sites you use and your passwords are the same, criminals will try them on other accounts (like bank accounts). This is often referred to as a “hack” or a “data breach” in the news.
  • Don’t use anything obvious. Choose carefully; don’t make it too short or easy. Don’t use your child or pet’s name, birthdays or anything else that can easily be guessed.
  • Create a strong password. An easy way to create a strong password is to combine three completely unrelated words. For example: Radio, Marmalade and Sunny together make Radiomarmaladesunny. (But obviously, don’t use this specific example).
  • Try not to write passwords down. If you have to – avoid writing them down in full, keep them in a safe place and don’t mention what they are for.
  • Don’t recycle passwords. Like going from password2 to password3.
  • Make it harder for criminals to access your computer, tablet and smartphone by protecting them with PINs and passwords. Use a different PIN and password for every device or for every site you visit.

If you think anyone else knows your Internet Banking password, report it  immediately.

  • If someone knows your Internet Banking passwords or has used your Internet Banking account without your permission
  • If money has fraudulently left your Lloyds Bank Internet Banking account
  • If you or someone you know has used a Lloyds Bank account to move someone else’s money

Report it to us

0800 917 7017 (or +44 207 4812614). Lines are open 24 hours a day.

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.

For any other issues that you think may be related to fraud please call Action Fraud:

0300 123 2040

Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.

They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.

  • Lloyds Bank will never ask you to:

  • share Internet Banking 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 (the last 3 digits of the security code on the back)
  • move money to a so-called secure account (or safe or holding account)
  • move your money or ask you to transfer funds to a new sort code and account number that we provide

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.