Banking online safely.
When you’re managing your bank account it’s important that you keep yourself safe and secure online.
Learn how to spot a scam, what to do if you are contacted unexpectedly, and advice on how to stay safe online.
When you’re managing your bank account it’s important that you keep yourself safe and secure online.
Learn how to spot a scam, what to do if you are contacted unexpectedly, and advice on how to stay safe online.
Fraudsters phone people pretending to be, the police, or other well-known companies. They do it to get you to send money, let them access your bank account or take control of your device to steal your personal data. Stop and think – is this call genuine?
Telephone fraudsters sound convincing and professional. Here are a few tips on how you can protect yourself and tell a genuine phone call from a scam.
Find out how to protect yourself, and tell a scam email or text message from a real one.
There are threats that can harm your devices even if you’re not aware that anything is wrong. But there are simple steps you can take to protect yourself.
Remember - always sign out from your Online Banking and lock your device with a PIN or password. Never leave it unlocked and unattended, and safeguard your device.
You can keep most viruses out if you:
Protect yourself by using security settings, PINs and passwords wherever you can. Think carefully about what you post in tweets, on Facebook, Instagram and other social media.
Think about what information you should not share online and how you can keep your account as safe as possible.
Passwords are key to online security on your Online Banking, computer, tablet and smartphone. Choose secure passwords, don’t share them and change them often.
Make your password as secure as possible:
If you think anyone else knows your Online Banking password, report it immediately.
Follow these simple tips to stay safe online:
Real-time fraud detection systems - When you are using online banking, we use Real-time Fraud Detection Systems to decide whether it's really you or a fraudster. We use your data strictly according to the terms and conditions and your data privacy rights. If we see activity on your account that may be suspicious, we'll ask you to call our Fraud Department to confirm it's really you. If it's really you making the payment it will take you a few extra minutes, but this means that we are able to stop most fraud attempts and protect your account. We’ll also send you a text message and display a message in your Online Banking account overview to confirm recent requests that might be suspicious.
Biometric analysis - We use behavioural analysis to help make sure it’s really you giving us instructions in your Online Banking account. This technology builds a detailed profile of how you use Online Banking (i.e. what’s ‘normal’ for you) which is very difficult for a fraudster to mimic. This data is used strictly in compliance with our Online Banking terms and conditions, to protect your privacy and information about you.
DDOS protection - We aim to provide you with fast, accessible Online and Mobile Banking, 24 hours a day. That's why we use state of the art DDOS (Distributed Denial of Service attack) protection, to stop hackers from blocking your access to your accounts online.
Bank name display - When you set up a new payment, we may display which bank account brand you’re sending money to, e.g. Barclays, HSBC, Tesco. By displaying this, we give you the opportunity to recognise if the new payment may be going to the wrong place, for instance if you were expecting to pay another Halifax account but it shows up as Lloyds Bank.
Helpful hints - You’ll see tiles and banners on the logon page and throughout your Online and Mobile Banking sessions once you’ve logged on, which will give you useful hints and tips on protecting yourself online.
For certain instructions you give us in your Online Banking, such as setting up a payment to a new account, we need to make sure it’s really you to prevent fraud. You can choose to do this via our secure App, or you can receive an automated phone call and enter the 4 digits shown on your device screen.
Always make sure the explanation is the one you’re expecting.
Telephone Authentication is the recorded call where you’re asked to enter 4 digits from your computer screen to complete an Online Banking action such as payment to a new beneficiary, new products or registrations.
If someone tells you to ignore this explanation (for instance, if they say it's just a test transaction), or if you don’t recognise the action described in the automated call, then you are speaking to a fraudster.
You will never be asked to complete this call to receive money into your account.
This is where you have chosen to sign in to your Halifax Mobile Banking App to authorise an action you’ve made on your computer or tablet such as payment to a new beneficiary, new products or registrations.
Read the explanation on screen carefully. If someone tells you to ignore this (for instance, if they say it's just a test transaction), or if you have not yourself requested the above actions, then you are speaking to a fraudster.
If we suspect fraudulent activity on your account we may contact you via telephone to confirm that you carried out the activity. We will confirm your identity by asking you to confirm questions from your credit file / details from your passport or driving licence. We will never ask you for your sign in details.
(Lines are open 24 hours a day) +44 1132 888 408 from outside the UK
If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.
If someone knows your credit or debit card PIN or if someone has used your credit or debit card without your permission report it to us on:
0800 0 15 15 15 (Lines open 24 hours a day, 7 days a week).
If you’re calling from abroad call us on +44 (0) 113 242 8196.
For any other issues that you think may be related to fraud please call Action Fraud:
Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.
They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collects data from across the UK to help banks and other businesses combat 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:
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 terms and conditions.
Prudential Regulation Authority
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