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.
If a company you use has their site hacked, your personal details may fall into the wrong hands. They could then be used to try and get into your bank account or defraud you at a later date.
What you can do:
- Check your bank account - To look for any odd transactions or other changes you didn’t make. If you spot anything unusual contact us right away.
- Find out if your details have been stolen - The company should let you know if your details have been stolen. But if you don’t hear anything, you can contact them to find out.
If you find out your details have been stolen, you should:
- Contact Lloyds Bank - Do this right away and we’ll help to secure your bank account.
- Change your password - For the account you have with the company.
- Change your security questions - If someone has your personal details it may help them to guess any security questions you may use.
- Check the account you have with the company - To make sure nobody has used it or changed your details.
- 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.
You may also want to join a trusted credit agency. They can tell if a credit check is made in your name. And 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.
After you’ve taken these steps, you still need to look out for:
- Scam messages - Fraudsters may try to use your details against you. Do not reply to any unexpected texts or emails. And don’t click on any links or attachments as they could send a virus.
- Scam calls - If you get an unexpected call do not give any personal or banking details. If you’re not sure, hang up. You can always call back from a number you trust.
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.