How to recognise fraud

We’ll never:

  • Ask you to download ‘remote access software’ such as ‘Teamviewer’ on your computer - but other software may also be mentioned. Never log in to your Internet Banking, even if you’re asked to by seemingly trustworthy companies.
  • Call you out of the blue letting you know your money is at risk, and we’ll never ask for your PIN, one-time password or your Internet Banking log in details.
  • Ask you to hand over your card, PIN or cash – and neither will the police.
  • Ask you to transfer money into another ‘safe’ account.

Make sure you check your accounts, text messages or other account information we give you. If you spot something you don’t recognise, looks odd or you think you've been a victim of fraud, don’t panic. Get in touch with us straight away and our team will help.

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.

Coronavirus (COVID-19) pandemic: top fraud tips.

Like other banks, we've seen a rise in scams targeting the COVID-19 coronavirus pandemic. Criminals are playing on our fears of the virus, and on the current uncertainties around travel, isolation and even the difficulty experienced whilst shopping for essentials.

So we’ve prepared some top tips for you to avoid becoming a victim during this uncertain time.   

Things to look out for:

Purchase scams:

Fraudsters will offer protective equipment, cleaning liquids and other desirable goods for sale that do not exist. They may also offer medical products or treatments that do not exist - for example, we're already seeing 'Coronavirus home testing kits' for sale. Apply the normal 'sense test', and be very careful paying for anything via bank transfer. Only purchase goods from reputable companies that you know and trust.

Smishing:

Fraudsters can ‘spoof’ text messages to look like they’ve originated from someone they haven’t i.e. the Government, the World Health Organisation or your local doctors' surgery. Never click on any links provided in text messages, and make sure you verify any telephone numbers given before calling them. The genuine organisation's website is a good way of doing this. 

Phishing:

COVID-19 tax refunds, refunds from your travel bookings, safety advice via email and donation requests are all ways in which fraudsters could try and make you click on dodgy links, or make you part with sensitive personal and financial information. An email offering you a refund is always to be treated with great suspicion.

Don't be tempted to follow a link offering updates on the pandemic. Just visit www.gov.uk/coronavirus directly - which is a trusted and reputable website for information.

Finally, always stop and think about what you are being asked to do, and if you have any doubts, talk to family or friends. And don’t open attachments from senders that you don’t know. 

Forward any suspicious emails to emailscams@tsb.co.uk.

Vishing:

Always be suspicious of unsolicited phone calls. Don’t be afraid to put the phone down if you can’t verify the caller and always guard your details. Appearances can be deceptive (Caller ID can be easily spoofed), so if you have concerns, call the organisation back on the number listed on their website, or if it’s your bank, use the number on the back of your card. 

What to do:

If you think you’ve been a victim of fraud or given away more information than you wanted to, please contact your bank as soon as possible. If you bank with TSB, rest assured that you are protected by our Fraud Refund Guarantee. If you bank elsewhere, refund policies differ widely - but in any case, don't delay. The sooner you report the fraud, the more can be done to help you.

Here are some examples that our Partners have seen already:

Something you didn't expect from us...

An unexpected automated call?

If you get an unexpected automated call asking you for personal details such as your PIN:

  • Hang up
  • Dial 1471 to get the caller’s number
  • Call us straight away and report attempted fraud
 
 
 
 

A suspicious email?

Fraudsters may email you pretending to be us.

  • Does the email address you by name?
  • Does it include the last four digits of your account number or the last three digits of your post code?
  • Is it from an email address ending in “tsb.co.uk”?
  • If not, don’t click on any links. And report the email to us. It’s likely to be a fraud.
 

An SMS?

If you receive a suspicious SMS:

  • Check the text addresses you by name
  • Check for misspellings and grammatical errors
  • Don’t click on any links provided
  • Even if the text claims to be from TSB still follow the steps above to check if it’s a genuine TSB SMS
  • Doesn’t look right? Call us straight away and report the message. Don’t use a phone number in the message – instead find our number on tsb.co.uk

An unexpected popup?

We’ll never ask you to enter personal details, passwords or PINs into a pop-up. If you encounter one on our website, stop, close the pop up and call us.

 

Unexpected post

If you receive any letters out of the blue from us that seem odd:

  • Don’t follow the instructions on the letter
  • Call us and check the letter is genuine
 
 

Unexpected phone calls?

Ask the caller to prove their identity. A genuine caller will never ask you to move your money to another account. If in doubt:

  • Hang up
  • Call us back

Has your card been lost or stolen?

Call us immediately to report it on 0800 015 0030 (UK) or +44 207 481 2567 (calling from abroad). We’ll block the card and order a new one for you.

 

 

 

 

 

Something you were expecting didn’t turn up?

If you’re waiting on a statement, cheque book, card or PIN and they haven’t arrived, call us. Your post may have been intercepted by a fraudster.

 

 

 

 

Unfamiliar transactions on your statement?

If you don't recognise the name of the retailer:

  • Use a trusted search engine to look it up. Sometimes you'll find transactions can appear under the parent company name or another trading name
  • Check your calendar to see where you were that day
  • Still concerned? Call us and report the transaction

Does an ATM look a bit odd?

  • Don’t use it

  • If possible use an ATM in the branch

  • If not, find another ATM

 

Has your card been swallowed?

We need to check the ATM isn’t compromised.

  • Call us immediately

  • We’ll block your card and order a new one for you.

Remote access

A fraudster tells you that you have a problem with your account, your broadband or your PC - and to "fix the issue" they need to install software on your computer. This software provides remote access to the criminal, who will then target your bank account. One of the main pieces of software used is called ‘TeamViewer’, but others may also be used.

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