Fraud

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Fraud tactics evolve constantly, and staying ahead of them requires vigilance on both sides. We invest in the systems, monitoring, and controls behind every payment you make with us, so unusual activity can be identified and acted on quickly.

Technology and an informed customer work together: strong systems catch unusual activity, and you're best protected when you also know what to look for. This page sets out the warning signs we see most often, the safeguards built into key points in your journey with us (onboarding, login, payments, and account changes), and exactly what to do if you suspect you have been targeted.

We review this content at least every six months, and more frequently when fraud trends demand it, so it stays current as tactics change.

Common types of fraud and scams

Understanding how fraudsters operate is the first step to staying protected. Below are the most common techniques used by fraudsters.

Authorised push payment (APP) fraud

This is where you are tricked into sending money yourself, willingly, to a fraudster posing as someone you trust: a bank, a supplier, a solicitor, or even a colleague. Because you authorise the payment, it can be harder to spot until it is too late. Always verify payment instructions independently, especially if bank details change unexpectedly.

Impersonation scams

Fraudsters may pose as Bank of London, the police, HMRC, or another trusted organisation, by phone, email, or text, to pressure you into moving money or sharing personal details. We will never contact you out of the blue and ask you to transfer funds to a "safe account."

Social engineering

This covers any tactic designed to manipulate you into acting against your own interests, often by creating a false sense of urgency, authority, or trust. It might be a convincing email, a spoofed phone number, or a message that appears to come from someone you know. Take a moment before you act. Genuine requests can wait for you to check them.

Account takeover

This happens when a fraudster gains access to your login credentials, often through phishing, data breaches, or malware, and uses them to access your account directly. Strong, unique passwords and multi-factor authentication are your best defence.

Safe digital behaviour

Good habits make you a harder target. Keep your devices and apps up to date, avoid accessing your account over public Wi-Fi, never reuse passwords across different accounts, and think twice about what you share on social media, since fraudsters often use publicly available details to make their approach more convincing.

Staying safe at every step

We have built safeguards to protect your relationship with us. Here is what to keep in mind at each stage.

Onboarding

We will only ever ask for identity and business documentation through our official channels. These include:

  • The Bank of London online portal during onboarding;
  • An email from our Client Services team or another authorised Bank of London team member; or
  • A secure FileSecure link sent by us.

If you are asked to provide sensitive information through an unfamiliar link, or if you have any concerns that an email purporting to be from us may be fraudulent, stop and verify with us directly.

Logging in

Use a strong, unique password and enable multi-factor authentication wherever it is offered. We monitor for unfamiliar devices and unusual login patterns, and we may ask you to confirm your identity if something looks out of the ordinary. If you sign in from a new device or location, we may ask you to verify it's you, and in some cases we'll let you know a new sign-in has occurred. If you ever get one of these notifications for a login you don't recognise, change your password straight away and contact us.

Making payments and adding beneficiaries

Always double-check new beneficiary details before you pay, particularly if you received them by email or over the phone. If a supplier or contact suddenly changes their bank details, call them on a known number to confirm before sending funds.

Password resets and profile changes

We will notify you of any changes made to your profile, password, or security details. If you receive one of these notifications and did not make the change, contact us immediately.

Bank of London will never ask you to

  • Transfer money for any reason
  • Provide your full password, PIN, or one-time passcode
  • Forward our emails or SMS messages to a third party
  • Download software or use a screen-sharing tool at our request
  • Change your password without you having requested it

If anyone claiming to be from Bank of London asks you to do any of the above, end the contact and get in touch with us directly using the details below.

Spotted something suspicious?

If you suspect fraudulent activity on your account, or believe you have paid money to a scammer, act quickly:

  1. Stop communicating with the suspected fraudster immediately.
  2. Do not click on any suspicious links or attachments.
  3. Contact our Client Services team at uksupport@bankoflondon.com straight away so we can help secure your account and advise on next steps.
  4. Report the incident to the police via Action Fraud (or your local police force outside England and Wales).

Contact Client Services

Phone: +44 (0) 3301 659131
Email: uksupport@bankoflondon.com
Hours: Monday to Friday, 9am–6pm, excluding bank holidays in England and Wales

For all other fraud, notify us immediately by calling +44 (0) 3301 659131 with details of any transactions you believe to be fraudulent, including account numbers, dates, and values. Where possible, please also provide a description of how the fraud occurred.

Fraud is a criminal offence and should be reported to your local police force. In the UK, this can be reported via Action Fraud at reportfraud.police.uk. We may request a copy of the police report to support our investigation.

For further advice on protecting yourself from fraud and scams, please visit Take Five.

FSCS protected, for your peace of mind

Eligible deposits held with Bank of London are protected by the Financial Services Compensation Scheme (FSCS), the UK's independent deposit guarantee scheme. All customer deposits are held 100% at the Bank of England, so your funds remain secure and available.

This is what being grounded in safety means in practice: every deposit protected, every control tested, and every customer given the information needed to stay a step ahead.

Frequently asked questions

How do I know if a message from Bank of London is genuine?

We will never ask you to share your full password, PIN, or a one-time passcode, and we will never ask you to move money to a "safe account." If a message asks you to do either of these things, do not respond, and contact us directly using the details on this page rather than any number or link provided in the message itself.

I've noticed a payment I don't recognise. What should I do first?

Before assuming the worst, check whether the payment could have a simple explanation: a subscription renewal, a joint account holder's transaction, or a company trading under a different name to the one shown. If you still don't recognise it after checking, contact our Client Services team immediately.

What is authorised push payment (APP) fraud?

APP fraud is when you are deceived into authorising a payment yourself to an account controlled by a fraudster, often posing as a trusted contact, supplier, or organisation. Because you make the payment yourself, it's important to independently verify any unexpected changes to payment instructions before sending funds.

Someone contacted me claiming to be from Bank of London. How can I check?

Hang up or stop responding, then contact us directly using the official number or email on this page, not any details the caller or message provided. We will never pressure you to act immediately or ask you to keep a call or request secret.

What should I do if I've already sent money to a scammer?

Contact our Client Services team immediately so we can advise on next steps, then report the incident to Action Fraud (or your local police force) as soon as possible. Acting quickly gives us and law enforcement the best chance of helping.

How does Bank of London protect my account?

We monitor for unusual login activity and payment patterns, use multi-factor authentication, and notify you of changes to your profile or security details. We also review our fraud awareness content regularly to keep pace with emerging fraud trends.

Are my deposits protected?

Eligible deposits are protected by the Financial Services Compensation Scheme (FSCS). All customer deposits are held 100% at the Bank of England, meaning they are not lent out or leveraged, so your funds remain secure and available.

How can I keep my account secure day to day?

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Use a strong, unique password that you don't reuse elsewhere, enable multi-factor authentication, verify any changes to beneficiary details independently, and take a moment to pause before acting on any urgent request involving your account or payments.

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Where can I get more support on staying safe from fraud?

Beyond this page, Action Fraud (the UK's national fraud and cybercrime reporting centre) and Take Five to Stop Fraud both offer independent guidance on protecting yourself from common scams.

More information is also available via these resources:

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