How we protect you

We're always working to find new ways to help you stay safe from fraud.

 

Keeping your accounts safe

Using the latest security systems, we help your accounts stay secure when you shop and bank online. We continually add new systems and update our technology to help keep you and your money safe.

How we help you pay online safely

When you’re shopping online

To make sure it’s really you making a payment, you might notice us carrying out extra security checks. We may:

  • text you a passcode to enter on the payment screen
  • give you an automated call to confirm an action like setting up a new payee
  • ask you to use the Mobile Banking app to verify your purchase. 

If you use Internet Banking, we’ll give you tips on how you can stay safe online. You might see these messages when you log on to and out of your account.

When you’re paying someone new

We’ll carry out a name check each time you pay someone new. That way, you can be sure that your money is going to the right person. Sometimes, we might need to ask you for more information.

We’ll try to recover your money if you have paid the wrong person. Call us on 0345 606 6529 (+44 1733 232030 from outside the UK). Lines are open 8am–8pm, seven days a week.

How we help you bank online safely

Biometrics

You can use your fingerprint or face to open the Mobile Banking app – so only you have access to your accounts. 

This is a safe and convenient way to log on, without having to key in your username and password.

Find out more about biometrics

Auto log-out

If you’re logged on to Internet Banking or the Mobile Banking app but you haven’t been active for a period of time, we’ll automatically log you out.

This is so fraudsters can’t access your accounts if you move away from your device.

Protecting your data

Our data privacy notice lets you know how we use your personal information and keep it safe.

This includes your marketing choices, what you tell us about yourself and anything we learn about you from being a customer.

Here to help when you need it

Missing your phone?

If your phone is lost or stolen, let us know. We can stop it from being used to access your accounts.

Call us on 0800 917 7017 (+44 207 481 2614 from outside the UK). Lines open 24 hours a day, seven days a week.

We won’t ever ask you to:

  • move money into another account
  • tell us your Personal Security Number (PSN) for Telephone Banking
  • share your log on details, like your password, user ID or memorable information
  • tell us your card expiry date, PIN or one time passcode.

Authorised Push Payment scams

If you do everything you can to protect your accounts, we’ll be more likely to refund you if you lose money to a scam.

Learn more about Authorised Push Payment scams

Learn about other scams and how to protect yourself

Scam calls

Want to know how fraudsters can use your details to win your trust?

Avoid scam calls

Scam emails and texts

Find out how fraudsters try to steal your details.

Avoid scam messages

Pension scams

Fraudsters can pretend to be someone you trust to target your pension.

Protect your pension

Investment scams

Fraudsters may pretend to be a genuine company or adviser.

Avoid investment scams

Protect your devices

Do you know how to keep all of  your devices safe?

Learn about device safety

Protect your identity

Fraudsters want to steal your personal and banking details.

Keep your identity safe

Learn about the latest scams

Fraudsters are always looking for new ways to try to steal your details and money. Discover which scams are common right now.

Go to latest scams

Have you been targeted by fraudsters?

Contact us right away if you think you’ve been scammed. We can then guide you on what to do next.

Contact us now

Calls and online sessions may be monitored and recorded. Not all Telephone Banking services are available 24 hours a day, seven days a week.

Stay scam safe

Learn how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud

Stay scam safe

Learn how to spot and avoid scams, and how to report fraud.

Protect yourself from fraud