Security Centre

Stay safe and secure
with our help on
fraud and security

Helping you stay safe

Whether you've been the victim of fraud, or you're looking to learn more about avoiding it, this page should give you everything you need.

Spotted something unusual?

If you think you've been the victim of fraud, or received a suspicious email, call or text, we will try our best to help.

Seen a card transaction you don't recognise?

Checked your account and seen a card payment go out that you don't recognise? Before reporting it as fraud, there's a few things you can do which may help.

Don't become a victim. Check out our helpful guides

There's lots of help on offer, to protect yourself or your business. Below you can get to a range of our guides, including those that are business specific.

All of our guides

Lots of help to stay safe, all in one place

Whether it's telephone, email, SMS fraud or other types of scams we've got lots of guidance

Email fraud (Phishing)

What it is, how to spot it and how to protect yourself

Learn how to avoid those dodgy emails and keep your information safe

Telephone fraud

Spot those suspicious calls and what to do

Telephone fraud (or Vishing) is one of the most popular methods of fraud. Here's some help to stop you being a victim

If you run a business, keep that safe too

There are some scams and types of fraud that are unique to businesses and individuals who run them. Make sure you know what they are and how to avoid them.

How we protect you and our secure banking promise

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Secure banking promise

If you've been the victim of fraud, our promise can help put you right
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A range of security features

From our card reader to fingerprint tech. We've got a range of measures to help
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Guidance on the go

Whether you're on the bus or at your desk, our guides can help you avoid fraud

Take Five To Stop Fraud and Scams


Take Five To Stop Fraud is a national campaign from Financial Fraud Action UK and the UK Government, backed by the banking industry coming together to tackle fraud.

Stop and think

  1. 01

    Requests to move money: A genuine bank or organisation will never contact you out of the blue to ask for your PIN, full password or to move money to another account. Only give out your personal or financial details to use a service that you have given your consent to, that you trust and that you are expecting to be contacted by.

  2. 02

    Clicking on links and files: Don’t be tricked into giving a fraudster access to your personal or financial details. Never automatically click on a link in an unexpected email or text

  3. 03

    Personal information: Always question uninvited approaches in case it’s a scam. Instead, contact the company directly using a known email or phone number.

Friends Against Scams

Friends Against Scams aims to prevent people becoming victims of scams. Joining equips you with the knowledge you need to protect yourself from the emotional and financial impact.

You’ll learn how to:

Spot a potential scam and report it

Avoid becoming a target for scammers

Find out about new scams so you can take steps to protect yourself

Have conversations with friends, family and community to share your knowledge and raise your collective awareness

You work hard for your money, so we work 24/7 to keep it safe

Security is a real concern in Scotland – almost half of respondents to a recent Scottish Crime and Justice Survey said they were worried they'd be victims of banking fraud or identity theft in the next 12 months.

Our own research tells us that customers are looking for a human touch, when our technology and people work in harmony to give our customers peace of mind.

There are many different types of scams. Keep your money safe from them all

Common security questions

You can now report your debit card as lost or damaged and order a new one using our mobile app:

  1. Log into the mobile app
  2. Choose the account that you need a new card for
  3. Select 'Manage my card'
  4. Then choose 'Report lost or damaged', followed by whether your card has been 'Lost' or 'Damaged'
  5. Complete the details and submit

 

You can also log on to your Digital Banking: 

  1. Log in to Digital Banking (opens in a new window)
  2. Select 'Cards' from the left hand menu.
  3. In the 'Manage your debit card' section select 'Report your card lost and order a replacement' or 'Order a replacement for a damaged card'.
  4. Fill in the details we are asking for on the form.
  5. Please select 'Confirm' to complete your request.

If your debit card, credit card or savings card has been stolen or you think someone may have access to your card PIN, please contact us(opens in a new window) so that we can cancel the card and issue you with a new PIN.

When you've asked us to mark your card as lost, you'll need to update your details for any recurring payment e.g. Netflix once your new card comes through.

Please note, when your card is cancelled and you don't have any accounts with us or don't have an another active debit card linked to an account, the Get Cash facility on your mobile app won't be available until two working days after we've dispatched your replacement card.

It's also worth checking your statement to make sure there are no unfamiliar transactions before we cancel the card for you.

You'll need a card-reader to change your mobile number.

Log in to Digital Banking

Select 'Your details' from the main menu.

Then select 'Update mobile phone number' from either the 'Amend personal details' or 'Amend business details' section.

Type in your new number into the 'New mobile number' box. Then retype your new mobile number in the 'Repeat new mobile number' box. Select the 'Next' button.

The new mobile phone number you entered will now be displayed to you. Check to make sure the mobile number is correct. Authorise the change with your card-reader. Then select the 'Confirm' button.

Log in to your Digital Banking

Select 'Security' from the left hand menu.

In the 'Using a card-reader' section, select 'Order a card-reader'.

Select a reason from the drop down menu.

Click 'Confirm'.

Log in to Digital Banking

Select 'Your details' from the main menu.

Then select 'Update email address' from either the 'Amend personal details' or 'Amend business details' section.

Type in your new email address into the 'New email address' box. Then retype your new email address in the 'Confirm email address' box. Select the 'Next' button.

The new email address you entered will now be displayed to you. Check to make sure the email address is correct then select the 'Confirm' button.

As a security precaution we will send you an email to your old and new email address confirming change of your email address in our records.

Something else we can help you with?