If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

 

Keep your details safe online

The internet has lots of things that can help you. But you need to know how to stay safe online.

Identity theft

You need to keep your identity safe online. If your personal or banking details are stolen they could be used to commit fraud. This may harm your personal finances and credit rating.

What to look out for:

  • Odd transactions - Check your bank or credit accounts.
  • Unexpected post - Letters may arrive that you didn't expect. Even credit cards that you didn’t apply for.
  • Credit is refused - Your credit score is good but you get turned down for credit.
  • Calls about debt - You could get calls from debt collectors or companies about things you didn’t buy.
  • Credit history - Unknown entries that show up.

Your details can be found in many places, so you need to keep them safe.

What you can do:

  • Go paper free - Get bank and credit statements online.
  • File or destroy - If you're not paper free then it’s best to file them away or to shred them.
  • Be safe on social media - Be careful what you put on social media. Don’t share any banking or payment details, even to friends.
  • Be wary of strange emails or texts - If you’re not sure who a message is from then don’t reply until you’ve double checked. And don’t reply with your personal details.
  • Cancel lost cards or documents - If you lose a card or an important document then you should cancel it right away.
  • Use a credit agency - If you sign up to a trusted agency they’ll tell you if a credit check is made in your name.

If your identity is stolen, you need to act fast to limit the damage. You should:

  • Check your bank account - Keep a look out for any odd transactions or other changes you didn’t make. If you spot anything odd, contact us right away.
  • Change your security questions - As your personal details may help someone to guess them.
  • Contact Action Fraud - They can help you to report a crime or give general advice. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.
  • Tell other sites - If your details are on other sites tell them about the theft.
  • Contact Royal Mail - If you think your mail has been stolen or redirected.

You could also register with CIFAS. This could help to protect you and stop fraudsters using your details to apply for products or services in your name.

Next topic: Stay safe on social media

Previous topic: Security breach

Think you've been a victim of fraud?

You should contact us right away if you think you’ve been a victim of fraud. We can then guide you on what to do next.

Contact us now
  • 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.