Fraud and security

Stay one step ahead of the criminals

Anyone can be tricked by a scammer – they change tactics often, and adapt quickly. We’re constantly uncovering new scams.

Checking who called?

Scammers can fake our phone number. Find how to check whether it’s us calling, and what to do if you receive a call or message that makes you suspicious.

Jargon buster

Don’t know your malware from your money mules?
We explain some of the words and phrases we use to talk about fraud and scams.

Is it us?

Understanding what to expect from us and what to expect from fraudsters and scammers can help you protect yourself and others.

We’ll never

  • Tell you to transfer money out of your account to keep it safe from fraud
  • Ask for your PIN, PINsentry code, activation code, QR activation code or online banking passcodes
  • Ask you to help us with an internal investigation
  • Tell you to lie to people who work at the bank about a payment or withdrawal
  • Ask you to give us remote access to your device
  • Say your money isn't safe or your account is at risk
  • Share details we have about you to convince you it's us
  • Send a courier to your house to pick something up
  • Text you with a link to make a payment 
  • Object to you checking any communication from us is genuine – we’ll be pleased you’re vigilant!

Things scammers often do

  • Convince you that your money isn’t safe or your account is at risk
  • Create elaborate stories about why you need to do something, such as pretending to be a family member who has lost their phone
  • Use ‘authority’ to gain your trust – for example, say they’re from HMRC or a well-known company and you need to make an urgent payment
  • Pressure or worry you, or say that you could get in trouble or be arrested 
  • Say you need to move money out of your account due to a fraud investigation 
  • Tell you to lie to people who work at a bank about why you're making a payment
  • Ask you to make a payment in your app or Online Banking, and tell you which payment type to choose – for example, saying you need to choose ‘Friends and family’ or say you don’t need to read the warnings  



Take Five to protect yourself

We’re teaming up with UK Finance, who’ve launched their ‘Take Five to Stop Fraud’ campaign to help keep you safe from fraud and scams. Following these steps can help protect you and your money.

1. Stop

Take a moment to stop and think before giving out your personal or payment details.

2. Challenge

Could it be fake? It’s okay to reject, refuse or ignore any requests you think seem suspicious – only criminals will try to rush or panic you.

3. Protect

If you believe you’ve been targeted by scammers, report it to Action Fraud on 0300 123 2040 or at actionfraud.police.uk. If you’re in Scotland, please report it to Police Scotland directly by calling 101.

Are you a business customer?

Read more on how to protect your business from fraud and scams on our scams business page.

Other Resources

Our other resources page has links to organisations with more information about fraud and scams, and places to get help and support if you’ve been a victim.  

Tell us about a scam

If you get an email or text that looks suspicious, please forward it, along with any attachments if possible, to [email protected].

You can also forward any suspicious emails to [email protected]. The National Cyber Security Centre will test the validity of any site it links to, and remove it immediately if it’s a phishing scam.

If you've been the victim of a scam, please remember to tell us immediately so we can support you.