Security Centre

Stay safe and secure
with our help on
fraud and security

Helping you stay safe

Whether you've been the victim of fraud, or you're looking to learn more about avoiding it, this page should give you everything you need.

159- a new way to report fraud and scams

We’re supporting the pilot launch of a new phone number 159, which is a new way to report fraud and scams. Simply dial 159, and you’ll be connected to a system that can redirect you to your bank.

159 will never call you. If you receive a call from 159- do not answer. It’s a scam.

In 2020, financial fraud in the UK totalled £1.2 billion, and many cases of fraud and scams went unreported. 159 is a new and safe way for you to get in contact with your bank if you’re worried about a fraud or a scam, including reporting where you may have lost money to a financial fraud. Where possible, dial 159 from a different device.

Criminals often exploit consumers to persuade them into making payments. If you receive a call from someone who says they are from your bank or another trusted organisation:

Stop. Challenge. Protect. Dial 159.

Keeping your new Mastercard® Debit card safe

We’re switching to Mastercard and all our customers will soon receive a replacement card. Nothing is changing with your account, and your card will work in just the same way. When you receive it, you can start using it straight away. Just make a PIN payment and you’re up and running with Contactless too. 

Take a look at some of our top tips to keep your account safe and secure.

Safer shopping

Top tips to protect yourself:


  1. Don’t get caught out buying online – we all love a bargain but be vigilant when buying from social media and online marketplaces.  Always do your research on the seller and if a deal seems too good to be true it probably is and could be a scam.  Check the contact details on the website, if there is no address given or phone number this is an indication that the site may not be genuine.  
  2. Use secure websites – Make sure the web address in your browser begins with 'https://'.  The 's' at the end indicates a secure connection.  Keep an eye out for spelling errors or strange characters in the web address - this can sometimes mean a fake site.  However, remember a secure page does not mean the retailer is reputable.
  3. Always use a safe way to pay – Pay with your debit or credit card – it’s a safer way to pay and gives you more protection.  If a seller tells you they can’t accept a card payment and asks you to send them money directly don’t do it, it could be a scam.  Fraudsters often concoct stories to try to persuade you to transfer your money to a bank account instead of paying by another method – be suspicious of anyone asking you to do this.
  4. Don’t give anyone your full details – Scammers are really convincing.  If anyone, even someone claiming to be from the bank, Police or another organisation you trust gets in touch and asks for information such as login details, passcodes, card reader codes, remote access to your device or tells you to transfer money from your account – don’t do it, it’s a scam.
  5. Don’t open unexpected emails from anyone you don’t know – Fake emails and texts are doing the rounds - Be careful of out of the blue or suspicious emails, texts or phone calls that appear to be from a genuine organisation or company.  Fraudsters use these fake emails as a way to steal your personal information.  If in any doubt, don't click on any links or download files.
  6. Get in touch with us if you’re ever unsure something is genuine – Call us using the number from the back of your card or from our website.

Coronavirus Scam advice

We’ve seen an increase in criminals exploiting the coronavirus and using this as part of their scam tactics.

Don’t fall victim by looking out for the following:

Impersonation scams and emails offering health updates or cures

Scammers are sending out emails that look like they come from trusted organisations, like the World Health Organisation (WHO).  An attachment in the email claims to provide safety measures to combat coronavirus but opening it actually infects your device with malware that monitors your online activity and captures your information.

Claims you are due to receive a tax refund

Criminals are bombarding mailboxes with emails saying you’re entitled to a tax refund due to coronavirus – but it’s a trick.  HMRC will never contact you by email to discuss tax refunds, so don’t click or respond.  Report emails like this to phishing@HMRC.gov.uk

Purchase scams

Watch out for emails, ads, posts, texts or phone calls advertising anything to do with coronavirus – whether it’s for facemasks, vaccines or access to testing kits – any deals that look too good to be true usually are.  These approaches are very likely to be a scammer trying to get their hands on your money or personal details – make sure you don’t give them what they want.

Offers to make quick money 

There has been a huge increase in criminals trying to lure people into becoming money mules through ‘get rich quick’ job offers during these uncertain times. If a job ad looks too good to be true – it probably is and the personal consequences of allowing criminals to pay money through your account can be life-changing.  Reject any offers of cash to let someone else use your bank account, it’s simply not worth it!

Always remember:

Stay alert to suspicious phone calls, texts or emails from anyone claiming to be from the bank or other trusted organisations. We’ll never ask you to share your full PIN, password, card reader code, one time passcode or to move money from your account.

Never download attachments, software or let anyone remotely log into your computer following a call or email you’ve received out of the blue

If you are ever asked to do any of these things, refuse and contact us immediately using the number on the back of your card or a number you trust. If possible, call us back from a different phone or mobile.

For all the latest fraud and scam insights including real life examples so you know what to watch out for, follow us on social media




Take Five To Stop Fraud

Take Five To Stop Fraud is a national campaign from Financial Fraud Action UK and the UK Government, backed by the banking industry coming together to tackle fraud.

Criminals are experts at impersonating people, organisations and the police.

They spend hours researching you for their scams, hoping you’ll let your guard down for just a moment.

Fraudsters are turning to more sophisticated ways to take your money, whether through online offers, emails or telephone calls. Can you outsmart them? Put your ability to spot a scam to the test with the Take 5 quick quiz.

Stop Challenge Protect

  1. 01

    Stop: Taking a moment to stop and think before parting with your money or information could keep you safe.

  2. 02

    Challenge: Could it be fake? It’s ok to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

  3. 03

    Protect: Contact your bank immediately if you think you’ve fallen for a scam and report it to Action Fraud.

    My money? My info? I don’t think so!

Malwarebytes Premium

We’re committed to helping you stay safe and secure online and are continuously investing in new fraud prevention tools and the latest security technology to keep you protected online.

That’s why we’re offering Malwarebytes Premium to our customers free of charge (it’s worth £49.99) until at least June 2022. Malwarebytes Premium is an anti-virus security software solution  that protects your PC tablet and phone from malicious software.  It’s available for Windows, Mac, iOS, Android and Chrome OS devices and you can protect up to 10 of your devices.

Protect your online and mobile devices for free with the latest software.

Spotted something unusual?

If you think you've been the victim of fraud, or received a suspicious email, call or text, we will try our best to help.

Seen a card transaction you don't recognise?

Checked your account and seen a card payment go out that you don't recognise? Before reporting it as fraud, there's a few things you can do which may help.

Don't become a victim. Check out our helpful guides

There's lots of help on offer, to protect yourself or your business. Below you can get to a range of our guides, including those that are business specific.

All of our guides

Lots of help to stay safe, all in one place

Whether it's telephone, email, SMS fraud or other types of scams we've got lots of guidance

Email fraud (Phishing)

What it is, how to spot it and how to protect yourself

Learn how to avoid those dodgy emails and keep your information safe

Telephone fraud

Spot those suspicious calls and what to do

Telephone fraud (or Vishing) is one of the most popular methods of fraud. Here's some help to stop you being a victim

If you run a business, keep that safe too

There are some scams and types of fraud that are unique to businesses and individuals who run them. Make sure you know what they are and how to avoid them.

How we protect you and our secure banking promise

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Secure banking promise

If you've been the victim of fraud, our promise can help put you right
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A range of security features

From our card reader to fingerprint tech. We've got a range of measures to help
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Guidance on the go

Whether you're on the bus or at your desk, our guides can help you avoid fraud

Fraud Control Data

Our fundamental purpose is to keep our customers’ money safe and secure. We are committed to using the latest technology to combat fraud and scams, as well as educating customers about how to spot something suspicious. You can learn more below about what we do to protect our customers.

Keeping Your Money Safe event

You can find out more about staying safe from fraud and scams by joining one of our online customer events. Our expert Customer Support Specialists will take you through everything you need to know and answer any questions you might have.

Think you’ve been the victim of a scam? We can help you.

Friends Against Scams

Friends Against Scams aims to prevent people becoming victims of scams. Joining equips you with the knowledge you need to protect yourself from the emotional and financial impact.

You’ll learn how to:

Spot a potential scam and report it

Avoid becoming a target for scammers

Find out about new scams so you can take steps to protect yourself

Have conversations with friends, family and community to share your knowledge and raise your collective awareness

You work hard for your money, so we work 24/7 to keep it safe

Security is a real concern in Scotland – almost half of respondents to a recent Scottish Crime and Justice Survey said they were worried they'd be victims of banking fraud or identity theft in the next 12 months.

Our own research tells us that customers are looking for a human touch, when our technology and people work in harmony to give our customers peace of mind.

There are many different types of scams. Keep your money safe from them all

Common security questions