We find a balance between making sure we’re talking to a genuine customer while ensuring your personal details are safe.
So, to verify you as a customer, we may ask for your sort code, account number or card number. We may also ask you for certain digits of your Telephone Banking Password, sometimes known as a Personal Security Number (PSN).
But, we would never ask you to reveal your full password (just certain digits of your PSN). We will also never ask you to reveal your PIN, or to move your money to another account. If in doubt, hang up and call us back using a number found on the back of your card or at https://www.tsb.co.uk/contact-us/.
An example of phishing is when a fraudster sends an email to you purporting to be from a reputable company in order to persuade you to reveal personal information, such as passwords and credit card numbers
Phishing can also happen via phone call (vishing), text message (smishing) and letter. Essentially these are all the same types of fraud but using different mediums.
If you suspect an email, call, text or letter is a phishing attempt, send it on to the company and they can investigate. If it’s TSB they’re purporting to be, please send it to email@example.com.
Identity theft is when a criminal uses your identity to obtain products and services such as bank loans, credit cards and store cards for their personal gain.
They may be successful in committing identity theft because they have found out your personal details, such as your address, date of birth, and bank account details.
Methods include theft (such as rummaging through your rubbish for bank statements), reviewing social media profiles (if you share too much personal information) or social engineering (where they have tricked you into revealing these details).
SIM swap fraud is when a criminal successfully ports your phone number onto a new SIM card that they possess, in order to intercept your text messages and phone calls.
By doing so, they can receive one-time passwords (a.k.a. two-factor authentication or two-step verification), typically used by banks and other services that require extra security. From there, they may be able to log onto your bank account and steal funds from you.
To keep your phone number safe, always protect your personal information and passwords. By doing so, this makes it much harder for criminals to port your telephone number with the mobile providers.
If your mobile phone unexpectedly loses reception, contact your provider on a separate phone immediately to check all is in order.
A romance scam is when a criminal creates a fake identity to start a relationship with a victim with the intent to steal either their money or personal information. These scammers lower victims' defences by building an online relationship, then asking for money for a variety of reasons, such as illness.
Further information on how to avoid romance scams can be found here.
We’re dealing with your money and so, sometimes we want to be absolutely sure we’re dealing with you. So we use Enhanced Internet Authentication (EIA).
Setting up a new recipient or standing order are examples of when we’ll send you a One Time Password (OTP); this is to make sure the instruction is genuinely coming from you. All you need is a phone near you. You'll be able to choose which number we call you on, provided it's a number we already hold for you. For UK mobile numbers, we’ll now send you a text with your OTP. For landlines and other numbers, we’ll now give you a call and read out your OTP. You'll need to enter the six-digit number directly on Internet Banking or the app. The whole process takes less than a minute.
Never share your OTP with anyone. If we need to contact you, we would never ask you for your OTP.
Please make sure your contact details are up-to-date: log on to Internet Banking, then select Personal Details from the top right-hand menu.
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 firstname.lastname@example.org. Please don’t reply or click on anything – let us take it from there.
Any questions? Join us on social media.
If there’s a question that’s not answered on this page, you can also contact us on Twitter and Facebook.
But if there’s something urgent or you suspect fraud may have happened on your account, always call us immediately on the numbers above.