Our online fraud guarantee

You need to take care when you use Internet, Mobile or Open Banking.

If you do everything you can to keep your details and devices safe but another person uses your account without your knowledge or approval, we’ll refund any money you may lose.

But if you ignore our advice or warnings and make a payment that turns out to be a scam, we may not give you a refund.

If you follow our advice below, it will help you to avoid scams and help us to consider a refund.

Log on and off safely

Don’t let anyone else have access to your mobile banking app.

Log off after each time you use Internet Banking.

Protect your device

Install an anti-virus on every device you use to bank online. Keep it up-to-date and run a scan at least once a week.

Update your web browser and operating system as soon as updates are available.

Keep your log on details private

Never share your log on details. These include your user ID, password, and memorable information. We’ll never contact you to ask for them.

The only time you can share your log on details is under a legal agreement. This includes anyone you have a joint account with.

Don’t save your log on details to your computer or mobile, especially if you share the device with someone else.

Tell us right away if you think anyone else knows these.

Never allow someone to gain remote access to your device while banking online. Fraudsters can pretend to be us or other well known companies to steal your details and money.

Beware of scam calls

We’ll never call to tell you to move money to another account.

And we'll never call you from the number on the back of your card.

If you get a call like this, hang up, it’s a scam.

If you move money to another account and it's a scam, we may not give you a refund. 

Double-check before you pay an invoice or bill

Always double-check the name, account number and sort code. Call the person or company on a phone number you trust, not one from an email or invoice.

If you pay the wrong account without checking, we are unlikely to offer you a refund.

Double-check before you pay an upfront fee

Make sure a company or offer is genuine. Call them on a number you trust, not one from a message.

If you don’t check and it turns out to be a scam, we are unlikely to offer a refund.

Remember, never make a payment unless you know what it’s for and who you’re paying.

If someone contacts you out of the blue to ask you to make a payment, it could be a scam.

Make sure an online date is genuine

Never send money to someone you haven’t met in person as their dating profile may be fake.

If you send money and they’re a fraudster, you're not likely to get a refund.

Pay by card

The safest way to buy something online is to use your debit or credit card.

If you can’t pay by card, make sure a seller is genuine first.

Remember, our online fraud guarantee does not cover card payments.

However paying by card is safer than a bank transfer. If you pay by card and there's a problem, we may be able to get your money back. If you pay by bank transfer and it's a scam, it's very hard to recover your money.

Our security systems help to keep your money safe

Listed below are some of the latest technologies we use to fight fraud.

Real-time checks

As you bank online, we use extra security checks to make sure it’s really you and not a fraudster.

Biometrics

We look at how you use your account online to help us spot things that aren’t normal. This helps us to tell if a fraudster is trying to use your account. 

Confirmation of payee

Before you make a payment, we'll check that the name you give matches the one on the account.

If you pay the wrong account and it turns out to be a scam, there’s a good chance you’ll lose your money.

Fraud advice and warnings

You may see warnings or messages when you bank online . These will help you to stay safe from scams. Please follow the advice and guidance carefully.

Automated calls

We will give you an automated call to confirm high-risk actions like setting up a new payee. The call will ask you to enter the four digit code you can see on your Internet Banking screen.

Our mobile app

You can use our mobile app to confirm payments and other requests.

We’ll tell you what to do on-screen. If anyone else tells you what to do or you didn’t make a request, it’s a scam.

Your data

We use your data as set out in our terms and conditions and by your data privacy rights. This protects you and your personal details.

And remember, we’ll treat any report of fraud as serious and look into it quickly.