We are experiencing a high number of calls at the moment. So that we can support those in the most vulnerable situations, please only call if it’s urgent. Remember, you can do most of your banking tasks yourself online, either using our app or through Online Banking.

Keep your info safe online

The internet has lots of things that can help you. But you need to know how to stay safe online.

How to protect your devices

Your devices let you chat, shop and bank online. So they store a lot of personal data, like texts, pictures and banking details.

Fraudsters use scam calls or messages to try and steal details and money.

But you can take simple steps to keep your devices safe from scams.

Keep up-to-date

  • Update the operating system (OS) on a device as often as you can. The OS runs all of the programs and apps. It also helps to keep it safe from viruses.
  • You should update your internet browser too.
  • If your computer uses an older OS like Windows 7, XP, Vista or 2000, it won’t get security updates.
  • You may need to change the device if you can’t update the OS. If your mobile device uses Android 7.0 or below, Google no longer sends security updates. So you may need to update your device.

Log off from your accounts

  • After you use bank online or use any other online account, log off. This can help to stop others from getting into your account.

Lock your device

  • Choose a PIN or password to lock your device when it’s not in use. This will stop other people from using it.

Use an antivirus and firewall Install an antivirus on your device.

  • Make sure you keep it up-to-date.
  • Scan for viruses at least once a week and follow the advice it gives you. It should tell you if a site or a file is unsafe to open.
  • Keep your firewall on at all times. This helps to stop people from getting into your computer. Only a computer expert should turn it off.

Download with care

  • Only download files and programs you know are genuine that come from a trusted source.
  • Dodgy downloads can hide a virus that could harm your device.
  • A virus is often used to try and steal personal and banking details.
  • Get your mobile apps from an official store such as the App Store or Google Play. 

Be Wi-Fi wise

  • You should change the password that came with your Wi-Fi router or hub. Choose a strong password that only you know. Don’t let anyone use it without your approval.
  • Get more advice on our Use strong passwords page.
  • Only use genuine and secure Wi-Fi when you’re away from home.
  • Fraudsters can set up Wi-Fi hotspots in cafes and other public areas to try to set up scams and steal details. If you use public or free Wi-Fi, be careful of sites that want payment or banking details. You’re safer using your mobile phone network to shop or bank online.

If you think your account has been used by someonecontact us now.

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Think you've been a victim of fraud?

You should contact us right away if you think you’ve been a victim of fraud. We can then guide you on what to do next.

  • 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 sign out 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 terms and conditions.