Keeping your details safe

Keeping your details safe

London Community Credit Union is committed to keeping your banking details secure.

To help keep your information safe we will always ask you to confirm security details before we discuss your account or carry out any transactions on your behalf.

From time to time, we may need to contact you, to confirm a transaction request or activity on your account. It is your responsibility to ensure your contact details are up to date. Please notify us as soon as possible if your address, phone number or email change.

Below we outline what you can expect when you access our services.

  • When you join us, apply for a loan or a current account

    When you first join or when you request a new service we will ask you to provide documentation to prove your identity and address details.

    This confirms to us who you are and helps us protect you and your money from fraud and financial crime.

    Please speak to us if you are not able to provide the standard documentation requested.

  • Online banking

    Our online banking platform is hosted on a secure server. When you login or view your account the website address will always begin with

    Look for the padlock in the address bar; this confirms that communication between you and our banking pages is encrypted.

    Always keep your login details safe and do not share this information with anybody. When you login, the date and time of your last session will be displayed on screen.

    If you believe somebody else may have logged into your account, contact us immediately.

  • When you visit us in branch

    When you join we ask you to record security details including answers to questions only you can answer.

    Our branch staff will always ask you to confirm some of this information before we discuss your account or process any transactions you request. This will include random characters from a passcode you have set up.

    Our staff will never ask you to confirm your full passcode.

  • When using automated telephone banking

    Our branch staff or customer support team can issue you a one-time passcode to access the automated telephone banking service.

    The first time you call you will need to set your own PIN which you will use to access the service in future.

    Always keep your PIN safe and never share it with anybody.

  • When you contact us by email or phone

    We will never discuss your account without you unless we are able to verify your identity.

    When speaking to us by phone you will always be asked to confirm a number of security details. We are not able to carry out banking transactions if we receive a request via an unsolicited email. In some circumstances, we may contact you by other means to confirm your identity. Therefore, it is important you keep your contact details up to date.

  • When we contact you by email, SMS or phone

    From time to time we need to contact you to discuss your account. If we do so, we will use the contact details we have on record. We will never ask you to tell us your PIN, a full passcode or direct you to a website to make payments or transfers from your accounts.

    If you have any doubts about contact from LCCU, please visit us in branch or call our customer support number, 020 7729 9218.

  • Current Account and Debit Mastercard security

    From time to time you may see a transaction on your account that you don’t immediately recognise. Often, there is a perfectly valid reason. Retailers can sometimes appear under a different name on your statement, or the date the sum is debited from your account may not be different from the transaction date.

    If you are in doubt you can contact us and we will help you look into it.

    Lost or stolen debit cards

    If your Debit Mastercard is lost or stolen or you believe someone else may know your PIN you must report it to us at the earliest opportunity. During opening hours you can visit any branch or call us on 020 7729 9218. Out of hours you can call 020 7561 0679.