Fraud & Security

A scam is a type of fraud, where you’re tricked into taking action that may give an unauthorised person access to an account, personal information or funds.

Scammers impersonate many types of businesses and organisations including banks, solicitors and brokers using emails, phone calls and texts that look and sound genuine.

Have you been contacted by Kensington but not sure if it’s us?

We will contact our customers by letter in the post, telephone or by SMS. If you’re not expecting contact from us, it could be that it’s not us contacting you! Please read on for further details on how to spot scams and who to report them to.

Text Messages (SMS)

We never use WhatsApp or other apps to communicate with customers.

Our text messages will always say that they come from your mortgage lender or servicer, for example ‘From New Street’.

We send text messages when we want to speak with you about your mortgage or share some information you may find helpful.

Please verify the telephone number the text message asks you call against your records and call us back once you are comfortable that it’s us you’re calling.

Most phone providers are part of a scheme that allows customers to report suspicious text messages for free by forwarding it to 7726. If you’ve established we didn’t contact you, if you forward the text to 7726, your provider can investigate the origin of the text and arrange to block or ban the sender.

Phone Calls

Phone scammers will call you unsolicited, pretending to be from an organisation you trust, such as your bank or the police.

These scam calls may be automated, or from a real person. They may ask you for your personal information like banking details, passwords or tell you to transfer money.

We will only call during the hours of 9.00am – 5.30pm, Monday to Friday.

If you’re not sure if it’s us that called, best to hang up and call us back on a number you know to be ours (which you can get from our website).

If you’re worried you may have been scammed, please contact us.


We don’t typically use emails to instigate communication with our customers. Where we do, we will always address you personally.

Confirmation of updates made to your profile on the customer portal, account activation and password re-sets will come from, no account specific information will be requested as these emails are for your information only.

We will never send you an email asking for your customer portal log-in details or for any personal information used to identify yourself when you telephone us, or direct you to a web page that asks for this information.

Should you receive a suspicious email appearing to be from us, please forward to This is the reporting service of the National Cyber Security Centre (NCSC). If the NCSC discover activity that they believe is malicious, they may: - seek to block the address the email came from, so it can no longer send emails - work with hosting companies to remove links to malicious websites - raise awareness of commonly reported suspicious emails and methods used (via partners).

Whilst the NCSC is unable to inform you of the outcome of its review, they can confirm that they do act upon every message received.

Been scammed?

If you’ve been scammed using any of the above methods that resulted in a loss to you, please report to Action Fraud on their website or calling them on 0330 123 2040.

More information

You can read more about fraud on: