Egidio
Prevention and reimbursement · Lloyds

Lloyds customer: what "Scam Check" actually does — and what happens when it isn't enough.

A sourced, neutral reading of what Lloyds states officially about fraud prevention — not to talk you into switching banks, just to help you know where you stand.

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What Lloyds actually offers

Scam Check is an AI feature built into the Lloyds app: before you pay a new payee for an online purchase, it reviews screenshots and seller details you submit, flagging signs like implausibly low prices, brand-new seller accounts, or pressure tactics. Lloyds Banking Group says it has invested £100 million in fraud technology since 2023 and prevented over £1 billion in fraud during 2025.

Scam Check (AI) Reviews an online purchase before you pay a new payee — scanning for implausibly low prices, unrated new sellers, vague listings, and urgency tactics.
£1bn+ prevented, 2025 Lloyds Banking Group's own figure for fraud prevented in 2025, on the back of £100m invested in fraud technology since 2023.
Complaint upheld
A Financial Ombudsman decision dated 12 February 2026 (DRN-5827919) sided with a Lloyds customer after the bank initially refused to reimburse an investment-scam loss.
Financial Ombudsman Service, decision DRN-5827919
What this means, precisely. An initial refusal from Lloyds is not the final word. In this case, escalating to the Financial Ombudsman Service — a free process — reversed the bank's original decision. Scam Check and similar tools reduce how often you need to get to that point; they don't remove the need for the escalation route to exist.

What actually happens in practice

Real Ombudsman decision

In decision DRN-5827919, dated 12 February 2026, a customer (referred to as Ms V) complained that Lloyds Bank PLC would not reimburse her after she made payments towards what she came to believe was an investment scam. The Financial Ombudsman reviewed the case and upheld the complaint — overturning Lloyds' initial position and ordering reimbursement.

Source: Financial Ombudsman Service, decision database, consulted 30/07/2026.

Why Egidio, alongside this

Egidio doesn't replace Lloyds's protection, and doesn't try to. It acts one step earlier: detecting and blocking the manipulation attempt — the call, the message — before any payment is ever authorised. That's the difference between a claim decided case-by-case after the loss, and the loss never happening.

For the full comparison across UK banks and networks, see the "Before the Claim" page →

Frequently asked questions

Does Scam Check guarantee I'll be reimbursed if I still get scammed?

No. Scam Check is a prevention aid — it flags suspicious online-shopping payments before you send them — but it doesn't itself change your reimbursement rights if a scam gets through despite the warning.

What happens if Lloyds refuses to reimburse me?

You can escalate to the Financial Ombudsman Service for free. A real case (DRN-5827919, 12 February 2026) shows this route can succeed — the Ombudsman upheld a customer's complaint after Lloyds had initially refused.

Does Egidio replace Lloyds' fraud protection?

No. Egidio is not a bank and does not process reimbursement claims. It acts earlier — detecting and blocking the manipulation attempt before any payment is authorised at all.