Viruses and malware

The internet is great as a forum to share information and useful programmes which have been developed. Unfortunately the internet is also the hunting ground for a lot of fraudsters. They have developed software and viruses for a range of purposes, from linking you to fraudulent websites as a pop up all the way up to software designed to activate when you log into your online banking. This is why it is so essential to keep your antivirus software up to date with the latest updates and patches.


Malware is a collective name for viruses and malicious software designed by fraudsters and may be harmful to your computer. It can record your password and memorable information and use it to gain access to your account. It can also trick you into making payments through screens that you may think are genuine websites.


Spyware is software designed to spy on your online activity and adware is software designed to install pop ups and advertising on your computer. Many of these viruses do both. At best Spyware can help to feed marketing information about you to 'Adware', at worst it can scan your hard disk to transmit confidential information to criminals.


Adware is primarily designed to monitor and collect information about your internet browsing and shopping habits in order to display targeted advertising. This is now more commonly used for forced 'mass marketing' activity and present unwanted pop ups.


Ransomware will infect a device and either store sensitive financial information or encrypt certain sensitive files. The fraudster will then demand that a ransom payment is made in order to remove any restriction.


This particular virus will generate system pop ups that imitate antivirus or system security messages. This will advise the user that there are a significant number of infections on the machine with a recommendation for which antivirus software to purchase. Unfortunately, the antivirus software likely doesn't exist and the download itself will be a malicious form of Malware.

  • You might see unusual screens and pop-up messages prompting you to enter your personal information. We don't normally ask, for example, for your date of birth and we don't use pop-ups on our website.
  • You might be requested to make payments to an account you don't recognise. These can sometimes pose as 'refunds' for an unexpected payment apparently made in error.
  • You might be asked for your full memorable information. Remember, our log on page will only ever ask you to enter three random characters of your memorable information, from drop-down menus.
  • It may sound simple but the most effective protection from Malware is to use an anti-virus solution on your computer and keep this up-to-date. Installing and keeping this type of software up-to-date can help protect your computer from viruses and malicious software.
  • Links from social networking sites or embedded in emails are a common source of infection. Always be wary of following any links from a non reputable source, if you are interested in the content simply find it separately via a search engine.
  • Make sure that any files or programs that you download, or any purchases that you make are from secure web pages or genuine retailers. You may find software that appears to be free however; they may also contain hidden malicious software.

Report it

If you think you are a potential victim of fraud, please contact us as soon as possible.

For all credit card and debit card related fraud, please call 0345 835 7922. (Lines are open between 8am - 9pm Monday to Sunday)

For disputed transactions, please call 0345 835 7926. (Lines are open between 9am-5pm Monday to Friday)

For all internet banking, mobile app or telephony related fraud, please call 0800 096 8669. (Lines are open Monday to Friday 8am - 8pm, Saturday to Sunday 9am - 5pm)

To report a lost or stolen card outside of these hours, please call us on 0800 015 0030.

Some customers have made us aware they're receiving emails, phone calls, texts and tweets claiming to be from TSB. We'd never ask you for security details such as PIN, username or full password. Fraudsters might. If you have received anything suspicious, don’t reply, don’t click any links or open any attachments. Forward it to and let us take it from there. And, so you know, we won't call you using this number either.

External Support

For more information on how to keep yourself secure online, you might find the following useful.



Bank over the phone 24/7 using our automated service - call 03459 758 758.

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