The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.


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.

Protect your devices

There are threats that can harm your devices even if you’re not aware that anything is wrong. If you take these simple steps you can stay safe online and protect your devices.

What you can do:

  • Log off after banking online - You should always log off after you use Internet Banking to stop anyone else getting into your account.
  • Lock your device - When not in use you should lock your device with a PIN or password so others can’t use it.
  • Keep up to date - Make sure you update your device's operating system, internet browser and software as often as you can. This will help to keep your device secure.
  • Use an anti-virus - Install it on your computer and keep it up-to-date. You should scan for viruses at least once a week and follow its advice. It should tell you when a site is unsafe to visit or a file is unsafe to open.
  • Be careful what you download - Only download files and programs you know are genuine and come from a source you trust. Fake downloads can harm your device with a virus. A virus can also be used to try and steal your details. Get your mobile apps from an official store such as the App Store or Google Play.
  • Keep your firewall on - A firewall helps prevent hackers from getting into your computer. Only a computer expert should turn it off.
  • Change your Wi-Fi password - You should change the password that came with your Wi-Fi router or hub. Choose a strong password that only you know. Don’t let anyone use it without your approval.
  • Only use secure Wi-Fi - If you use Wi-Fi away from home, make sure it’s genuine and secure. If you use public or free Wi-Fi, be careful of sites that want payment or banking details. Fraudsters can set up hotspots in cafes and other public areas to steal your information.

If you think someone has used your account without your approval, contact us now.

Previous topic: Stay safe on social media

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, 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 or 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.