On this page
What are they
These type of scams involve criminals pretending to be a trusted organisation such as a bank, the police, a government department or a service provider
What to look out for
You receive an urgent request for your personal or financial information, to make a payment or move money.
They may pressure you to rush causing a level of panic.
You’re asked to transfer money to another account for ‘safe-keeping’.
How to protect yourself
Your bank or the police will never ask you to transfer money to a safe account or ask for your full PIN, password or passcode.
Contact your bank or an organisation directly using a known email or phone number.
Don’t give anyone remote access to your computer or install any applications or software to your computer or devices following a cold call or unsolicited message or text.
As part of an impersonation scam criminals might pretend you are owed a refund to get you to give away your One Time Passcodes (OTPs) or to get you to approve payments in the mobile app that you haven’t made, when what they’re really doing is trying to steal your money.
What it’s important to know
We take keeping you safe and secure really seriously and might sometimes ask to confirm your identity when you are paying for something online. Depending on how you bank with us, we might do this by sending you a text message with a One Time Passcode, ask you to generate a passcode using a card reader, or ask you to approve a payment in the mobile app.
Refund scams involve criminals trying to get around these security questions by tricking you into approving a dodgy purchase on your account.
They sometimes do this by pretending to be a well-known company and saying you’re owed a refund. They might:
- Say you’ve been charged accidentally and you must hand over a One Time Passcode or approve the transaction in the mobile app, or you won’t receive the refund.
- Say you’ve won a prize which must be released with a One Time Passcode or by approving the transaction in the mobile app.
- Claim you must hand over a One Time Passcode or approve a payment in the mobile app to confirm your identity before money can be released.
One Time Passcode and transaction approval features in the mobile app were created for debits. If you’re told that you’ll receive a refund this is a scam.
How to protect yourself
Only approve payments in the mobile app that you have made
Never tell anyone a One Time Passcode on the phone
Remember that One Time Passcodes and payment approval features in the mobile app are extra levels of security to help prevent bad debits to your account, you’ll never receive money by giving them away
Be suspicious of anyone getting in touch asking you to approve a payment or give them your One Time Passcode, your bank and other companies will never do this. End all contact with them straight away and call the bank on a trusted number, like the number on the back of your bank card
How to report a fraud or scam
You should call 159 if you’re worried about a fraud or a scam, especially if you’ve received a phone call from the bank asking you to make a payment.