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.
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.
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:
Never switch off your firewall - unless you’re a computer expert and know what you’re doing.
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.
If you think anyone else knows your Internet Banking password, report it immediately.
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.
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:
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.