How to recognise fraud

Fraudsters are good actors. They’ll play out a situation which will get you worried so you take part. They might offer something as straightforward as improving your broadband speed or applying security fixes to your Wi-Fi. They might tell you that your money is in danger of being stolen and often will tell you they need to send you a ‘security code’ to fix the problem for you. 

We’ll never:

  • Ask you to download ‘remote access software’ such as ‘Teamviewer’ on to your computer. 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 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.

Disputed transactions: 0345 835 7926. Lines are open 9am – 5pm Monday to Friday.

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.

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

Let us know

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.

Find out more

We've got you covered

 

What can you do 

Find out more

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