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Protecting yourself from scams
Scam Calls
Whether a call is genuine or not can be a concern every time you answer the phone. Fraudsters can convincingly pretend to be from a company people trust and persuade them to hand over personal information or banking details. We want to help protect our customers from scams such as these, so you'll know what to do if you receive a call from someone pretending to be us.
What to look for:
Unexpected calls
If you didn’t expect a call from us then you’re right to be wary. We do make outbound calls and will identify ourselves to you, however if you receive a suspicious call from someone claiming to be from Lowell and you’re unsure, hang up and call us back on 0333 556 5550.
Pressure calls
Fraudsters use many tactics to get you to do what they want. They might threaten you or give you a very limited time to make a payment. When Lowell call you there’s no rush to make a decision, so if you’re feeling pressured by the caller, hang up and call us back directly.
Money transfers
Scam callers may ask you to transfer money to settle a balance in part or in full. At Lowell, we allow you to decide how you want to make a payment towards your account and would never ask you to make a bank transfer over the phone. If you suspect you’re being asked to send money to an unknown account, end the call and let us know straight away.
Diversion
Sometimes a fraudster may claim to have purchased your account from Lowell or advise you not to pay Lowell. We do sometimes outsource to other businesses, but we will always send you a letter to make you aware in advance. If someone claiming to be from Lowell tells you this but you haven’t received a letter from us, hang up and call us direct.
What you can do:
Be cautious
Treat all unexpected calls, emails and text messages with caution. Don’t assume they’re genuine, even if the person seems to know some basic information about you
Stay calm
Don’t be pressured into acting quickly. A genuine bank or financial service company won’t mind waiting if you want time to think
Call back
You can verify the caller by calling back on a number you trust.
Our number is 0333 5565550
Don’t transfer money
Unless you know the call is genuine, never transfer money over the phone to an unknown person.
Don’t give out your details
Never give out your bank account or credit card details unless you are certain who you are dealing with.
Keep a record
Make a note of the date and time, the number you’re called from and any information you’re given. This can help us investigate and take any action needed.
I think I've been a victim of a scam
If you’re concerned that you’ve been the victim of a scam by providing personal information, bank details or making a payment, follow these steps:
Other available advice
For more advice on avoiding scams, check out:
Action Fraud | Take 5 | Money Advice Service | FCA
If you’ve had a suspicious call, let us know on 0333 556 5550. You can also report any scam to the Financial Conduct Authority by contacting them on their Consumer Helpline on 0800 111 6768 or using their reporting form.
For products not regulated by the Financial Conduct Authority or if you’ve lost money in a scam, report it with Action Fraud on 0300 123 2040 or via their website.
