Our Fraud Guarantee

Our Fraud Guarantee works to protect you and your money when you bank with us, whether that's online, via the app, over the phone or in branch.

If you happen to fall victim to fraudulent activity, we guarantee to refund your loss as long as you’ve:

not acted fraudulently
taken reasonable steps to keep your details and devices safe
taken sufficient care to check that the person or company you are dealing with are genuine
followed any fraud advice and warnings we’ve shared with you

On this page:

How the bank helps to protect you from fraud
When we are unlikely to refund you
Top tips to remember

How the Bank helps to protect you from fraud

No matter how you choose to bank with us, you can be sure you are protected. We do this through:

advanced technologies and fraud detection systems to spot unusual activity
One Time Passcodes (OTPs) to provide you with an additional layer of protection when you bank or make payments online
sending text messages and mobile app notifications to check whether an action or payment is genuine to prevent fraud before it happens
a timed log out system for online and mobile banking
a secure automated message service to contact you if we're worried about a payment you've issued
checking you’re confident about who you are paying when it’s someone new
providing the 159 service to allow you to get in touch with us quickly if you receive a scam call

When we are unlikely to refund you

We will assess your fraud claim on an individual basis, however, we are not likely to refund you if you’ve:

not adhered to the security requirements set out in the terms and conditions of your account
not exercised all due care and diligence to check that the person or company you are dealing with is genuine
not followed the fraud advice or warnings we’ve given you when making the payment
failed to keep your card and PIN safe
failed to keep your online and telephone banking passwords safe (it's important that you never tell anyone your verification code or share your one time passcodes)
failed to let us know as soon as possible of any security breach or potential security problem, such as the loss or theft of your card
provided us with incorrect payment instructions
not exercised all due care and diligence when allowing an authorised open banking Third Party Provider (TPP) access to your account
acted fraudulently

Reimbursing victims of APP scams

The Payment Systems Regulator introduced a regulatory requirement on 7 October 2024 to make sure, in most cases, customers who become victims of authorised push payment scams (APP) are refunded.

Find out what an APP scam includes and who will be refunded on our how we reimburse you for APP scams page.

Top tips to remember

Protect your passwords and codes

Remember that a genuine bank or organisation will never contact you randomly to ask for your PIN, OTP, full password or to move money to another account as part of an investigation.

Protect your details

Do not give out personal or financial details unless it is to use a service that you have signed up to, and you're sure that the request for your information is directly related.