Your security is our top priority. Follow these guidelines to protect yourself and your Florence account from fraud and unauthorised access.
Spotting Genuine Florence Communication:
Scammers may pretend to be Florence or your bank. Here’s how to tell the difference:
Payment Requests: We will never ask for payment details or request payment over the phone.
Account Changes: If key information on your account changes (e.g., bank details), you’ll receive an automatic email.
Red Flag: You receive an email about a change you didn’t make.
Action: Contact us immediately via our official live chat or the phone number on our website.
If in doubt: Hang up the phone or ignore the message. Always reach out to us directly.
Banking Security & Direct Debits
Stay vigilant when reviewing your bank statements and handling calls claiming to be from your bank.
Monitor Direct Debits: Regularly check your online banking or statements for unfamiliar instructions.
Note: Under the Direct Debit Guarantee, your bank must refund unauthorised payments but you need to spot and report them.
The “Safe Account” Scam:
Red Flag: A caller asks you to move money to a “safe account.”
Action: Hang up and call the number printed on the back of your debit card.
Check Statements: Watch for unexpected activity, even small test transactions, which fraudsters may use to probe your account.
Password Security & Best Practices
Your password is your first line of defence. Build strong protection with these steps:
Password Checklist
At least 12 characters long
Mix of upper/lowercase letters, numbers, and symbols (e.g., ! @ £ $ %)
Avoid personal info or obvious words (“password”, “Florence”)
Don’t reuse passwords across Florence, email, or banking
Use a secure password manager to generate and store complex passwords
Resetting Your Password
Forgot your login details or need to update credentials? Visit our Help Centre article: How do I reset my password?
Final Reminder
Your security is our priority. If something feels suspicious - contact us directly.
Speak with us directly
Live chat: available on the Florence app
Email: [email protected]
Telephone number: 020 3911 255