How we protect you

We're always working hard to protect you from fraud.

 

How do we keep your accounts secure?

Our up-to-date security systems help keep you and your money safe when you bank online. We continue to update this technology and add new systems, so your accounts stay secure.

Our anti-fraud technology

 

How we protect you

Keeping you and your money safe matters to us. That’s why we’ve invested £100 million in technology to help protect you from fraud.*

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

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

Keeping you and your money safe

Biometrics

Did you know that using your fingerprint or face to prove your identity is a safe and handy way to open the Mobile Banking app?

Using biometrics, instead of your username and password, means that only you can access your account.

Learn more about biometrics

Auto sign-out

This 'timeout' feature automatically signs you out of the Mobile Banking app and Online Banking if you haven’t been active for a while.

This way, you’re less likely to accidentally leave your bank account open to fraudsters.

Lost your phone?

If your phone is lost or gets stolen, we can block it from being used to try to access your accounts.

Call us on 0800 500 3914 (+44 1132 888 408 from outside the UK). Lines open 8am-6pm, seven days a week.

Extra security when you shop

You may notice some extra security steps when shopping and banking online. To make sure it’s you, and not a fraudster, we might:

  • ask you to use the Mobile Banking app to verify your purchase
  • text you a passcode – you then type this on the payment or sign-in screen
  • give you an automated call to confirm setting up a new payee.

Get useful hints and tips on how to stay safe online. Just check the messages you get before and after you sign in.

We’ll never ask you to:

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

Protecting you and your payments

Information about you

Our data privacy notice explains how we use and look after your personal information.

This includes what you tell us about yourself, what we learn by having you as a customer, and your marketing choices.

We promise to keep your personal information safe and private. You can manage and review your marketing choices at any time.

Paying someone new?

When sending money to someone you’ve not paid before, we’ll carry out a name check to make sure your payment is going to the right place. We might also ask you for more information.

If you’ve paid the wrong person, we’ll try to recover the money for you. Call us on 0345 720 3040 (+44 113 242 1984 from abroad), lines are open 8am to 6pm, 7 days a week.

Authorised Push Payment scams

If you follow our advice, we will be more likely to consider a refund if you fall victim to a scammer.

Learn more about Authorised Push Payment scams

Learn about other scams and how to protect yourself

Scam calls

Find out how fraudsters can use your details to win your trust.

Avoid scam calls

Scam emails and texts

Fraudsters use scam emails and texts to steal your details.

Avoid scam messages

Pension scams

Fraudsters can target your pension by pretending to be someone you trust.

Protect your pension

Investment scams

Fraudsters pretend to be genuine companies and advisers.

Avoid investment scams

Protect your identity

Fraudsters want to steal your personal and banking details.

How to keep your identity safe

Protect your devices

Do you know how to keep your devices safe?

Learn about device safety

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

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.

Go to 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

Stay scam safe

Find out how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud

Stay scam safe

Find out how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud