Help us help you
Your personal information is in safe hands. With some of the best anti-fraud systems around, we’ve made sure our Online Banking services are as secure as possible. Plus our online fraud guarantee means you’re covered if anything goes wrong. It’s all part of our promise to protect our customers.
Scroll down for more information about all of our security features, plus tips for protecting your money while shopping online.
Following a few simple steps can help to protect against fraud. Keep these in mind when shopping online.
Know your seller
It’s never been easier to shop around. With new online retailers popping up every day, it can be difficult knowing which ones to trust. If you’re thinking of buying something from a new website – or one that you haven’t used before – first check out their previous customer reviews.
A secure website will display an intact key or padlock in the address bar and the address will normally begin ‘https’ (instead of ‘http’) – the “s” standing for secure. A secure website will encrypt your personal data before sending it online, making sure no one else can access your card details.
An intact key or padlock = secure
A broken key or padlock = not secure
Read the small print
You’ve finally found what you’re looking for and are ready to hit ‘buy’. But wait, because a lot of websites will include hidden charges, delivery and returns policies. Before placing your order, make sure you have read the terms and conditions and scrolled through the whole of the webpage. Most websites will also include a frequently asked questions page (FAQs), covering any other queries you may have about your order.
Delivery and returns
The cost and method of delivery, as well as details related to returns, should be included in the site’s Delivery and Returns Policy. Remember that returning goods to overseas suppliers can be expensive.
The price you’re shown might not include VAT, customs duties, delivery or postage and packaging. Make sure you understand all charges included in the transaction before deciding to buy.
Be careful when buying items listed as out of stock. Estimated arrival times might be unreliable. Many websites now offer a ‘stock alert’ service and will email you when an item is available rather than taking money in advance.
Never send your credit card or bank details over email. Email may not be encrypted and could therefore be intercepted. Sharing your passwords with other people leaves your account vulnerable to fraud. Keep all passwords secret, including those used for all online shopping accounts. Never give your credit card details to any other person for use online. Also, always sign out correctly, especially if you’re sharing a computer or device.
Check your statements
Take the time, even if it’s five minutes to check your bank statement each month, it could help to protect against fraud. Check that your payments match your online shopping history and remember that some companies might appear on your statement under different names. Contact us if there are transactions you don’t recognise.
Keep a record
Print off and store a record of the times you’ve been asked to enter your personal details. Keep a record of the terms and conditions and any special offers as information online can change. Keep a record of email confirmations and receipts. These documents can be used as proof of purchase when challenging transactions, deliveries, products and services.
It’s rare, but if something goes wrong it’s important to know what to do. If payments appear that you don’t recognise, or if you believe you’ve been sold fake goods or haven’t received the goods or services you paid for, first contact the seller. If the dispute cannot be resolved in this way please call us on the number on the reverse of your credit card.