Fraud Prevention Centre

Fraudsters are always looking for new ways to steal money. That’s why we need to work together and we need you to take precautions to help keep yourself safe. Our Fraud Prevention Centre will help you stay one step ahead of the fraudsters.

There’s only one bank in Britain that offers you a fraud refund guarantee.

Fraud Guarantee RefundAll too often people who have money taken out of their account by fraudsters have to fight to get it back. We’re changing that by introducing our Fraud Refund Guarantee. As long as you’re clearly an innocent victim of fraud on your TSB account, we’ll refund the money you lost from your account.

How we protect you

 
 
 

Valid from 14/04/2019. No refund if customers are involved in committing the fraud or repeatedly ignore account safety advice. Guarantee limited to £1 million per claim for authorised transactions. Purchase disputes are not covered by the guarantee. Other conditions apply.

Fake NHS Covid Texts

We’ve noticed an increase in customers receiving text messages telling them that they are eligible to apply for the NHS COVID-19 vaccine.

These are fraudulent.

Please do not give out sensitive financial or personal information, especially if the request comes from a cold call or a link in a text message.

If you have given information or think you may be a victim of fraud, please contact us.

Safe Account Scams

What are they?

Safe Account scams are a type of fraud where a criminal will manipulate you into moving your money from your account to a ‘safe account’, because it isn’t secure where it is. In fact, the ‘safe account’ is the fraudster’s account, and your money could be used by criminals to fund serious crimes like terrorism and child sex exploitation.

What happens?

You may receive a phone call from your ‘bank’ or the ‘police’ telling you that your account has been compromised. On the call, the criminal will convince you that your money isn’t safe where it is. They might say someone else has accessed it, or that they’ve spotted suspicious activity. They will ask you to follow their instructions to avoid your bank’s security checks and make a payment to a ‘safe account’. You will have in fact sent your money to the criminal’s account.

How can I tell if it’s real?

Nobody will ever ask you to move your money to a safe account. It is safe where it is. If there are any concerns, or your details have been compromised, your bank can take immediate steps to secure your account - you never need to move your money.

What should I do?

Take a moment to think. Never be rushed - that's exactly what the fraudsters want. Hang up if you receive a call like this. Then, give your bank a call back on a number you can verify (the one on the back of your card, or on the bank's website). And then, visit the Action Fraud website for guidance on how to report what's happened. Never click on any links in text messages.

Avoid fraud during the coronavirus pandemic.

Criminals are using texts, emails and phone calls to scam people out of their money during the coronavirus outbreak. Click on the video below to find out what to look out for. 

Report suspected fraud

Credit and debit card related fraud:

0345 835 7922

Lines are open 8am – 9pm Monday to Sunday.

Internet banking, mobile app or telephony related fraud: 0800 096 8669. Lines are open 8am – 8pm Monday to Friday, 9am – 5pm Saturday to Sunday.

Lost or stolen cards outside of these hours: 0800 015 0030.

Suspicious emails, texts and calls: forward the details to emailscams@tsb.co.uk. Please don’t reply or click on anything – let us take it from there.

Questions and answers

Security FAQs

Find answers to most popular security questions here, or ask your own.

View Security FAQs

Unsure of a transaction?

If you don’t recognise the retailer or amount follow our guide.

Take Five to Stop Fraud

 

Stop and think. Take Five to Stop Fraud

1. Requests to move money

A genuine bank or organisation will never contact you out of the blue to ask for your PIN, full password or to move money to another account. Only give out your personal or financial details to use a service that you have given your consent to, that you trust and that you are expecting to be contacted by.

 

2. Clicking on links / files

Don’t be tricked into giving a fraudster access to your personal or financial details. Never automatically click on a link in an unexpected email or text.

 

3. Personal info

Always question uninvited approaches in case it’s a scam. Instead, contact the company directly using a known email or phone number.

Working with industry initiatives to keep you safe

Take Five

The Take Five campaign aims to empower and educate you about why taking time to think before you act can help prevent financial fraud. Led by Financial Fraud Action UK Ltd.

http://takefive-stopfraud.org.uk

Action Fraud

Action Fraud is the UK's national reporting centre for fraud and cyber crime. This is where you should report fraud if you have been scammed, defrauded or experience cyber crime. You can report fraud, including online or internet crimes and receive a police crime reference number.

http://www.actionfraud.police.uk

Cyber Aware

Be Cyber Aware is led by the Home Office and delivered in partnership with the private and voluntary sectors. They aim to improve your online safety, and improve confidence of consumers and small business (SMEs) online.

http://www.cyberaware.gov.uk/

FCA ScamSmart

The Financial Conduct Authority (FCA) Scamsmart site is designed to protect consumers from investment fraud. Their key advice is to: reject unsolicited contact, and then check the FCA Warning List and seek impartial advice before investing.

http://scamsmart.fca.org.uk/

Register for mobile banking

We’re open anytime and anywhere. Take care of your day-to-day banking when you need to.

Set up mobile banking

Issues
logging in?

Follow our step-by-step tutorial to get back online from the safety of your home.
 

View tutorial

Need to visit us?
Visit our FAQs

If you need help with something specific, let us know what it relates to or search a topic.

Go to help page