How we protect you

We're serious about protecting you from fraud.

 

We’re here for you

When you bank online with us, your money is protected by up-to-date security systems. We continue to update our technology and add new systems to stay ahead of fraudsters.

Discover some of the ways we use technology to keep your money safe.

Our anti-fraud technology

 

How we protect you

Protecting you and your money is a responsibility we take seriously. That’s why we’ve invested £100 million in technology to help protect you from fraud.*

Our DarkHorse anti‑fraud technology uses intelligent monitoring and real‑time alerts, checking over 1 billion transactions every month.

*Based on Lloyds Banking Group investment in fraud detection and protection for customers of our family of brands between 2023 and 2025. 

How we keep your accounts secure

Extra layers of protection online

We’ve put more security checks in place to make sure fraudsters aren’t using your accounts. So, when you shop and bank online, we might check it’s really you by:

  • texting you a passcode to enter on the payment or login screen
  • asking you to verify your purchase in the Mobile Banking app
  • giving you an automated call to confirm the set-up of a new payee.

We’ll also give you online safety tips when you bank online. You might see these messages when you log in and out of Internet Banking.

Auto log-out

We’ll automatically log you out of Internet Banking or the Mobile Banking app if there’s been no activity for a length of time.

This is so that fraudsters can’t use your account if you’ve accidentally left the screen open.

Biometrics

Use your fingerprint or face to open the Mobile Banking app, instead of a username and password. It’s a secure and convenient way to verify your identity, so only you have access to your account.

Discover more about biometrics

 

Name checks for new payees

If you’re sending money to someone for the first time, we’ll carry out a name check. This is to make sure that your money is going where you think it is. We might need to ask you for more information.

Get in touch if you’ve paid the wrong person – we’ll try to recover your money. Call us on 0345 721 3141 (+44 1313 374218 from outside the UK). Lines are open 8am–8pm, seven days a week and closed on bank holidays. 

What can you do to stay safe?

Report your device lost or stolen

Let us know if you’ve lost your phone or it gets stolen. We can block fraudsters from using it to try to access your accounts.

Contact us on 0800 567 4971 (or +44 113 288 8408 from outside the UK) 24 hours a day, seven days a week.

Stay alert

We won’t ever ask you to:

  • share login details like your username, password or memorable information.
  • move money into another account.
  • tell us your card expiry date, PIN or one time passcode.
  • tell us your Telephone Banking Personal Security Number (PSN).

If you’ve given someone this information, it’s likely you were talking to a scammer.

Authorised Push Payment scams

If you become a victim of a scam, we’ll be more likely to refund you if you’ve done everything you can to keep your money secure.

Learn more about Authorised Push Payment scams

Learn about other scams and how to protect yourself

Scam calls

Learn how fraudsters use your details to win your trust.

Avoid scam calls

Scam emails and texts

Fraudsters try to steal your details through emails and texts.

Avoid scam messages

Pension scams

Fraudsters can pretend to be a company or adviser to target your pension.

Protect your pension

Investment scams

Fraudsters may pretend to be a genuine company or adviser.

Avoid investment scams

Protect your devices

Learn how to keep your devices safe.

Learn about device safety

Protect your identity

Fraudsters might try to steal your personal and banking details.

Keep your identity safe

Learn about the latest scams

Fraudsters are always looking for new ways to try to steal your details and money. Discover which scams are common right now.

More on the latest scams

Have you been targeted by fraudsters?

Contact us right away if you think you’ve been scammed. We can then guide you on what to do next.

Contact us now

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, seven days a week.

Stay scam safe

Discover how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud

Stay scam safe

Discover how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud