How fraud occurs and what to look out for

It doesn't take a fraudster much to access enough information to steal your identity, and there are many ways they can get hold of this sensitive information.

Fraud on your account will generally occur in two stages:

  • The theft or compromise of you personal and/or security details
  • Undertaking fraud using your identity on your account

Common methods of stealing or compromising your details

Phishing and Telephone Phishing (Vishing):

Phishing scams involve a fraudster trying to gain information either via email or over the phone. Always be vigilant and do not click on unknown links or share your personal information if you feel uneasy.

Found out more about how to protect yourself against fraud.


Malware is malicious software, such as viruses, that are designed to infect your computer without your consent or knowledge. Malware can take control of your computer and steal your security details.

Be cautious in downloading files and attachments from suspicious sources.

Be wary of companies that ask you to download software that allows them access to your computer or device.

We only distribute our Mobile Banking App from Google Play or the App Store. Don’t try to download the Tesco Mobile Banking App from any other source as it could be phishing or Malware.

There are tools that can help protect against malware – anti virus and browser security software, firewalls and anti-spyware.  Please use them & keep them updated.

Make sure you install the latest operating system and web browser security updates.

If you detect malware on your computer, try to remove it using anti-virus software, or speak to your computer or software supplier’s support centre.

Vigilance is the best defence.

Keeping your accounts safe

There are a number of different ways that fraud can occur so below are some helpful hints on what to look out for and how to avoid falling victim.

  • Be vigilant with the disposal of mail, ensuring that you always shred any documentation that included any personal information or security details.
  • Ensure that we have the correct address details for you and that you always inform us when you move house.
  • Be careful what information you share publically on social media.
  • Be aware of your surrounding when accessing your account (including at ATMs and on your personal devices). Ensure no one can see you enter your security details.

You could be liable for any losses on your account if you are found to have acted with gross negligence and not kept your security details secure.

How you can protect yourself from falling victim of fraud

You can find more information on how we protect you and your money by visiting our Security and Fraud Centre. We've also included some useful tips on how you can protect yourself from falling victim to a scam.

Further advice is available at Take Five, which is a joint initiative between Financial Fraud Action UK and the UK Government to raise awareness of financial fraud.

What to do if you believe you’re the victim of fraud

If you think you’ve been the victim of a scam, call our Fraud and Security Team on 0345 835 3353 straight away. Our lines are open 24 hours a day, 7 days a week.

Telling us everything about your situation gives us the best possible chance to recover your money.

How we’ll help if you fall victim to fraud

Our promise to you:

We’ll work on your behalf to investigate your claim and recover as much of your money as we can. We’ll inform you of the outcome of our investigation within 15 days of the scam being reported.

In the vast majority of cases we’ll refund losses through APP fraud involving payments made using Tesco Bank accounts. However, in exceptional circumstances our investigations may conclude that all or part of an APP fraud related loss will not be refundable, due to:

  • Material negligence on the part of the customer, for example:
    - Ignoring direct warnings received from either Tesco Bank or another bank in relation to a specific transaction or payee.
    - After contacting Tesco Bank with potential APP concerns, the customer continues to make further payments to the suspect payee.
  • The payment is not strictly fraudulent, instead it’s found to be subject to a commercial dispute. For example, where someone voluntarily pays for goods or services, but is dissatisfied with what is delivered.
  • The customer is knowingly complicit in the fraud.


We'll never phone and ask for all your personal information. If you do receive a call from someone claiming to be from Tesco Bank and you're not sure it's us, hang up and call us back.

Further information

More information on how to protect yourself and how to protect your devices is available at Take Five, which is a joint initiative between Financial Fraud Action UK and the Government.

Visit Take Five