How to recognise fraud

We’re here to help you.

We do everything we can to keep your account and personal details safe. And, you also have a key part to play.

Here you’ll find straightforward things you can do to help minimise the risk of falling victim to fraud.

If you think you've been a victim of fraud, please call us straight away.

Report Suspected fraud

03459 758 758  (UK)          
0345 835 3843  (Textphone) 

Please note our fraud lines are open: 
Monday - Saturday: 7am - 10pm 
Sunday: 9am - 6pm 

If you have received a suspicious email, don’t reply and don’t click any links. Forward it to and let us take it from there.

What you can do

boy-on-desktop-tab1 Be aware of fraudsters methods 

Fraudsters are good actors. They’ll play out a situation which will get you worried so you take part. They might offer something as straightforward as improving your broadband speed or applying security fixes to your wifi. They might tell you that your money is in danger of being stolen. The stories they come up with are as big as their imaginations.

You’ll never get asked to download remote access software (like teamviewer) on to your computer by reputable companies. If you do, never log in to your online banking. Even if you are asked to.

Neither we, nor the Police, will ever ask you to hand over your card, PIN or cash. Especially not to a third party. We’ll also never ask you to transfer money into another ‘safe’ account.

Remember, you’re responsible for checking your statements, text messages or other account information we give you. So if you spot something you don’t recognise or think you've been a victim of fraud, don’t panic. Get in touch with us straight away and our team will help you.

Things we'll never ask

lady-on-tablet-tab2 Fraudsters pretend to be banks. The Banking Industry has signed a joint declaration with rules on what we'll never do:

  1. Ask you for your PIN or your online banking passwords

  2. Ask you to make any transaction outside of a branch

  3. Ask you to handover cash or cards to anyone

  4. Email you with a link directly to a page that asks you for your username, password or any other personal details

  5. Ask you to email or text us PINs, card details or passwords

  6. Ask you to authorise a payment or send money into a new account that you haven't set up

  7. Need you to carry out a 'test' transaction online

  8. Advise you to purchase land, diamonds or any other commodities

  9. Ask you to bank through a website or app that isn't our own

Be careful with email and SMS

girl-shopping-tab3 Phishing is where a fraudster sends you an email pretending to be us, or another organisation you trust.

Smishing is where fraudsters pretend to be us or other trusted organisations by SMS (text message).

In both cases they'll be trying to get your passwords, PIN or personal details.

Fraudsters' websites can be identical copies to real ones. So always check the web address. If it doesn't end in "" it's not our website.

Our spelling and grammar is pretty good. If there are spelling mistakes or grammatical errors it's not likely to be us. Unless we've made a mistake. But we don't do that often.

We'll always address you by your name and include the last four digits of your account number or postcode.

If the email or text message worries you, it's also unlikely to be us. We don't send out anything marked 'urgent', 'important' or suggesting we need to 'verify your account'.

As always, If you're in doubt, find a publically advertised number and call us.

Keeping your phone and computer safe

lady-on-red-chair-tab4 Keeping your phone and computer up to date is easy and essential. Most updates contain security enhancements. When you get a notification asking you to update, don't put it off. If you do, you're putting yourself at risk. We know it can be inconvenient to do but these often contain security enhancements.

Your web browser should also be kept up to date.  

Antivirus software is essential. Good antivirus software keeps out Malware and Viruses. If something malicious does get into your system, antivirus software will find and remove it.

SOPHOS, a leading international antivirus company, provides an excellent free home product that has no annoying popups and will never try to sell you anything.

Protect your PIN

branch-partner-tab5 We all enjoy our personal space. So don't enter your PIN or banking details if someone's invading yours.

Never tell anyone your PIN, or your card details. Keep them secret. Many businesses can take payments over the phone or online where your PIN isn't needed.

Your PIN and security details are confidential. Only you should know them. So keep it that way.

Compromised cashpoints

guy-on-sofa-tab6 Fraudsters can steal money by tampering with or fitting a device to an ATM. They're designed to swallow your card, hold on to your cash or read your card details as you're using the ATM. It's called 'ATM skimming'. There could even be a hidden camera snapping your PIN.

When possible, use a bank's in-branch ATMs. Remember your card can be used to withdraw money from ATMs in almost all high street banks.

Look carefully at the ATM. Does anything seem out of the ordinary? Is the keypad jutting out at all? Does it look like the card slot casing looks bigger than normal? Is there anything that looks at all suspicious? If so, stop. Don't use that ATM. Find another, preferably inside a bank.

Also, if your card is swallowed by an ATM, contact us straight away.

Our automated calls

branch-partner-on-desktop-tab7 If you're making a new payment or doing something big to your account we'll call you to check that it is really you. This will be an automated call. So please don't hang up. Listen to the entire message to make sure you understand what's happening to your account.

Find out more

We've got you covered


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