fighting fraud

At Lloyds Banking Group, supporting everyone to help keep their money safe is an important part of how we're helping Britain prosper.

Customer awareness


The majority of consumers don’t think they’ll be victims of fraud. That’s why we’re constantly enhancing our fraud prevention and detection systems and raising awareness of the first signs of scams. 

We’ll continue to share guidance to highlight the risks of fraud and help customers understand how to protect themselves.

In 2018, there were nearly 85,000 incidents of authorised push payment scams in the UK.

We’re educating customers around which personal details we would and wouldn’t ask them to provide. We’re also explaining the risks of email and text scams.

A bank will never ask someone to:

  • share Internet Banking account details (like user ID, password and memorable information)
  • share their Personal Security Number (PSN) for Telephone Banking
  • share their PIN code, expiry date, CVV number (the last 3 digits of the security code on the back)
  • move money to a so-called secure account (or safe or holding account)
  • move money or transfer funds to a new sort code and account number

Working across the industry


We’re working with the police to protect our customers.

Put simply, the more we know about how to spot financial fraud, the safer we will be.

The Banking Protocol, a rapid response system through which branch staff can alert police to suspected fraud has been introduced. That allowed us to prevent around £15 million in fraud in 2018.

In May 2019, we supported the introduction of a voluntary code to provide consistency in how banks and payment service providers across the industry treat victims of fraud.

Lloyds Banking Group is also a key supporter of Take Five - a national campaign led by Financial Fraud Action UK (part of UK Finance) and backed by the UK Government. The campaign educates customers to stop and consider the risks before making financial transactions. 

Investment

We’re making multi-million pound investments in our fraud defences, using new technology to prevent fraud from happening in the first place.

We’re focusing on some key areas:

Biometric analysis and real-time fraud detection systems 

Technology is making internet banking safer.

We’re using new technology to analyse customer behaviour, making sure it really is our customer giving instructions via internet banking.

If we do see suspicious activity on a customer’s account we'll ask them to contact our fraud department to confirm it's really them.

Pin Drop (and voice biometrics) 

We became the first organisation in Europe to introduce technology to help prevent telephone scams. 

Creating an audio fingerprint of each call makes it easier to spot fraudulent activity.

Innovation

Criminals often offer quick cash - most commonly on social media - to recruit money mules.

In 2018, according to fraud prevention organisation CIFAS, more than 40,000 cases of potential money mule activity were detected in the UK – an increase of 26% from 2017.

We’ve been working to detect these accounts quicker. We’re now often able to spot them before they’re used as mule accounts, blocking large payments as soon as they arrive.

Since the start of 2018, we’ve frozen over £25 million of fraudulent transactions, and returned over £6 million to victims through our innovative approaches to mule detection.

Protecting yourself

Find out more about how you can protect yourself from financial fraud.

Read more