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
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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.
Coronavirus Scam advice
We’ve seen an increase in criminals exploiting the coronavirus and using this as part of their scam tactics.
Don’t fall victim by looking out for the following:
Impersonation scams and emails offering health updates or cures
Scammers are sending out emails that look like they come from trusted organisations, like the World Health Organisation (WHO). An attachment in the email claims to provide safety measures to combat coronavirus but opening it actually infects your device with malware that monitors your online activity and captures your information.
Claims you are due to receive a tax refund
Criminals are bombarding mailboxes with emails saying you’re entitled to a tax refund due to coronavirus – but it’s a trick. HMRC will never contact you by email to discuss tax refunds, so don’t click or respond. Report emails like this to phishing@HMRC.gov.uk
Purchase scams
Watch out for emails, ads, posts, texts or phone calls advertising anything to do with coronavirus – whether it’s for facemasks, vaccines or access to testing kits – any deals that look too good to be true usually are. These approaches are very likely to be a scammer trying to get their hands on your money or personal details – make sure you don’t give them what they want.
Offers to make quick money
There has been a huge increase in criminals trying to lure people into becoming money mules through ‘get rich quick’ job offers during these uncertain times. If a job ad looks too good to be true – it probably is and the personal consequences of allowing criminals to pay money through your account can be life-changing. Reject any offers of cash to let someone else use your bank account, it’s simply not worth it!
Always remember:
Stay alert to suspicious phone calls, texts or emails from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you to share your full PIN, password, card reader code, one time passcode or to move money from your account.
Never download attachments, software or let anyone remotely log into your computer following a call or email you’ve received out of the blue
If you are ever asked to do any of these things, refuse and contact us immediately using the number on the back of your card or a number you trust. If possible, call us back from a different phone or mobile.
Take Five To Stop Fraud
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.
Criminals are experts at impersonating people, organisations and the police.
They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment.
Fraudsters are turning to more sophisticated ways to take your money, whether through online offers, emails or telephone calls. Can you outsmart them? Put your ability to spot a scam to the test with the Take 5 quick quiz.
Stop Challenge Protect
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Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.
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Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.
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Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.
My money? My info? I don’t think so!
Confirmation of Payee (CoP)
Whether you’re paying a company, a friend or your dog walker, you want to be confident the payment you’re making is sent to the right person.
That’s why we’re introducing Confirmation of Payee (CoP); a name checking service that checks the name of the account holder you intend to pay - along with the sort code, account number and account type (Personal or Business) - against the details held for that account, giving you greater confidence you’re paying the right person. While many UK banks will be introducing CoP, they may launch this service at different times. So it’s also really important anyone who needs to pay money into your account knows your first and last name as it appears on your bank account.
Why are we doing this?
Our priority is to keep your money safe and secure. We’re introducing this name checking service to help protect you from so called “authorised push payment” scams. These are scams where people are tricked into sending money to criminals, who often pretend to be people they are not. It will also help avoid simple mistakes like mis-typing account details when you set up a new payment
How does this work?
When you set up a new payment using online banking or the mobile app, the account holder’s name will be checked against the account details held with their bank. We’ll then tell you if the details you’ve entered match, giving you more confidence you’re paying the right person
Safer shopping
Top tips to protect yourself:
- Don’t get caught out buying online – we all love a bargain but be vigilant when buying from social media and online market places. Always do your research on the seller and if a deal seems too good to be true it probably is and could be a scam
- Use secure websites – always look for the padlock symbol and “https” in the web address to make sure it’s a secure connection
- Always use a safe way to pay - like your debit or credit card. Don’t transfer money directly.
- Don’t give anyone your full details – Scammers are really convincing. If anyone, even someone claiming to be from the bank, Police or another organisation you trust gets in touch and asks for information such as login details, passcodes, card reader codes, remote access to your device or tells you to transfer money from your account – don’t do it, it’s a scam..
- Don’t open unexpected emails from anyone you don’t know - Scammers may send you emails or texts which look to include a gift, but actually include viruses.
- Get in touch with us if you’re ever unsure something is genuine- Call us using the number from the back of your card or from our website
Malwarebytes Premium
We’re committed to helping you stay safe and secure online and are continuously investing in new fraud prevention tools and the latest security technology to keep you protected online.
Following a review of our existing services, we have formed a partnership with Malwarebytes, a provider of industry recognised cyber security solutions, to make their Malwarebytes Premium product available for free (RRP £49.99) to our customers on up to 10 devices of their choosing.
During this initial phase the product will be available to our Personal and Premier Digital Banking customers, initially to a small pilot group until early next year. The Bank will be looking to make the product available to our business and Bankline customers early in 2020.
Strong Customer Authentication
Keeping your money safe and secure is at the heart of everything we do so we’ll be checking it’s really you more often – and not someone pretending to be you.
What does this mean? When you buy something online or use Digital Banking you’ll sometimes be asked to provide a one time passcode (OTP). This passcode is sent to your mobile phone by text and you’ll need it to complete your transaction. All banks must do this as part of new regulations designed to improve the security of your purchases and reduce fraud. It is sometimes referred to as Strong Customer Authentication (SCA).
Remember that you should never disclose your OTP to anyone, even someone who claims to be calling from the bank – we will never ask you disclose these codes to us over the phone.
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.
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
Secure banking promise
If you've been the victim of fraud, our promise can help put you right
A range of security features
From our card reader to fingerprint tech. We've got a range of measures to help
Guidance on the go
Whether you're on the bus or at your desk, our guides can help you avoid fraud
Think you’ve been the victim of a scam? We can help you.
The new Authorised Push Payment (APP) Scam Code has been launched to help those who have lost money due to a scam.
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
Here are a few tips for protecting yourself:
Don’t tell anyone your security details
Don’t assume the person who contacted you is genuine
Don’t let them rush you
If you’re suspicious, go with your instincts
Stay in control