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 To Do

Receiving a suspected scam call can be a scary thing and we want our customers to feel confident in what to do if this happens to them. Below are some tips on what to do if you believe the call you have received is not genuine.

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 556 5550
  • 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

Letter and email changes

We’re currently refreshing the look of all our letters and emails. This process is happening over a few months, so not everything will change at once. If you’re concerned about a letter or email you’ve received, give us a call on 0333 556 5550 and we’ll be able to help you.

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:

  • Report it to us straight away so we can investigate what happened
  • Notify your bank of the issue if you’ve provided bank details
  • Report it to your local police station and get a crime reference number

Other available advice

For more advice on avoiding scams, check out:

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.