Online Banking Security.

We’re constantly keeping an eye out for your safety online by staying on top of the latest scams and developments but there are also ways you can protect yourself.  And with our Online Guarantee, we’re here to protect you.

We’re also supporting the Get Safe Online campaign against social engineering fraud. Learn about social engineering or view Get Safe Online's top tips to protect yourself.

Our Online Guarantee against online fraud

We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Online Banking service. We will take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but you must also use our online banking services carefully.

Being careful when you use our services includes, for example, that you:

  • Do all that you reasonably can to keep your Security Details (such as online and mobile username, password, and memorable information) secure, and you log off after each Online Banking session.
  • Don’t let anyone else have access to your account or Security Details, or transact using them, even if they share a joint account with you through our Online Banking services.
  • Tell us, as soon as you can if you think your Security Details have been lost, stolen, damaged or are being misused; or think someone may be accessing your accounts without your authority, or has discovered your Security Details.
  • Carry out regular virus checks on your devices.

If you've been grossly negligent, we will not refund any money taken from your account before you have told us your Security Details have been lost, stolen or could be misused.

We won't give you a refund if you have acted fraudulently.

For further guidance on using our online banking services - see our Online Banking service conditions.

Common threats

Get the latest updates on how you can protect yourself and your family from malicious threats.

Urgent Enquiries

You can report your lost or stolen card if you’re registered for Online Banking. Simply sign in and fill in our online form.

Or, call us on 0800 0 15 15 15 (Lines open 24 hours a day, 7 days a week). If you're calling from abroad you can call us on +44 (0) 113 242 8196.

Locked out of your account?

Get access to your account

Forgotten your Online Banking password?

Forgotten password

Reporting fraud

If you’re worried that you may have received a scam email, please forward it to then delete it immediately.

Concerned that your online personal or security details might have been compromised?
Call 0345 602 0000

Calling from abroad?
+44 1132 798 302