Our online fraud guarantee

You need to take care when you use Internet, Mobile or Open Banking.

If you do everything you can to keep your details and devices safe but another person uses your account without your knowledge or approval, we’ll refund any money you may lose.

But if you ignore our advice or warnings and make a payment that turns out to be a scam, we may not give you a refund.

If you follow our advice below, it will help you to avoid scams and help us to consider a refund.

Log on and off safely

Don’t let anyone else have access to your mobile banking app.

Log off after each time you use Internet Banking.

Protect your device

Install an anti-virus on every device you use to bank online. Keep it up-to-date and run a scan at least once a week.

Update your web browser and operating system as soon as updates are available.

Keep your log on details private

Never share your log on details. These include your user ID, password, and memorable information. We’ll never contact you to ask for them.

The only time you can share your log on details is under a legal agreement. This includes anyone you have a joint account with.

Don’t save your log on details to your computer or mobile, especially if you share the device with someone else.

Tell us right away if you think anyone else knows these.

Never allow someone to gain remote access to your device while banking online. Fraudsters can pretend to be us or other well known companies to steal your details and money.

Beware of scam calls

We’ll never call to tell you to move money to another account.

And we'll never call you from the number on the back of your card.

If you get a call like this, hang up, it’s a scam.

If you move money to another account and it's a scam, we may not give you a refund. 

Double-check before you pay an invoice or bill

Always double-check the name, account number and sort code. Call the person or company on a phone number you trust, not one from an email or invoice.

If you pay the wrong account without checking, we are unlikely to offer you a refund.

Double-check before you invest

Only invest with a company who are allowed to offer products and services. You can use the FCA site to check.

If you don’t check an investment deal and it’s a scam, we may not refund any money you may lose.

Double-check before you pay an upfront fee

Make sure a company or offer is genuine. Call them on a number you trust, not one from a message.

If you don’t check and it turns out to be a scam, we are unlikely to offer a refund.

Remember, never make a payment unless you know what it’s for and who you’re paying.

If someone contacts you out of the blue to ask you to make a payment, it could be a scam.

Make sure an online date is genuine

Never send money to someone you haven’t met in person as their dating profile may be fake.

If you send money and they’re a fraudster, you're not likely to get a refund.

How to use Open Banking

Open Banking allows you to use your bank accounts through other apps.

If you use it, the company who provide the app may ask you to share data about your accounts.

  • Always be careful when you use Open Banking and:
  • Read the terms and conditions before you sign up.
  • Know what data you’re sharing, how it will be used and who else may see it.
  • Keep an eye out for any unusual activity on your accounts. Contact us if you’re not sure.

Find out more about Open Banking.

Pay by card

The safest way to buy something online is to use your debit or credit card.

If you can’t pay by card, make sure a seller is genuine first.

Remember, our online fraud guarantee does not cover card payments.

However paying by card is safer than a bank transfer. If you pay by card and there's a problem, we may be able to get your money back. If you pay by bank transfer and it's a scam, it's very hard to recover your money.

Our security systems help to keep your money safe

Listed below are some of the latest technologies we use to fight fraud.

Real-time checks

As you bank online, we use extra security checks to make sure it’s really you and not a fraudster.

Biometrics

We look at how you use your account online to help us spot things that aren’t normal. This helps us to tell if a fraudster is trying to use your account. 

Confirmation of payee

Before you make a payment, we'll check that the name you give matches the one on the account.

If you pay the wrong account and it turns out to be a scam, there’s a good chance you’ll lose your money.

Fraud advice and warnings

You may see warnings or messages when you bank online . These will help you to stay safe from scams. Please follow the advice and guidance carefully.

Automated calls

We will give you an automated call to confirm high-risk actions like setting up a new payee. The call will ask you to enter the four digit code you can see on your Internet Banking screen.

Our mobile app

You can use our mobile app to confirm payments and other requests.

We’ll tell you what to do on-screen. If anyone else tells you what to do or you didn’t make a request, it’s a scam.

Your data

We use your data as set out in our terms and conditions and by your data privacy rights. This protects you and your personal details.

And remember, we’ll treat any report of fraud as serious and look into it quickly.

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 on 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 on page or to a page that asks for your security or personal details.