How we protect you

Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise: 

• We'll refund any money paid out of your account, as long as you've kept your security information safe.
• We'll protect you 24/7, by monitoring your account and using the latest technology to keep you safe.
• We'll help you protect yourself, with tips on staying secure and free tools for extra protection.

An Authorised Push Payment (APP) scam. is when you’re tricked into paying money to someone who isn’t genuine or for a different purpose from what you meant.  Because it seems convincing, it’s easy to get caught out.

Under the APP Scam Code you’re protected and will be fully reimbursed if you fall victim to an APP scam, as long as you did everything expected of you under the APP Scam Code.

The consumer standard

Under the new rules, you’re expected to take certain steps before and after making a payment.  You must:

• Follow any specific warnings given by us, the police or another law enforcement agency that you’re at risk of being a victim of a scam.
• Tell us promptly if you think you’ve been a victim of a scam.
• Share any information we reasonably ask you for to help with your claim.
• Report the scam to the police or allow us to report it on your behalf.

You can read more about the APP Scam Code here (PDF, 2MB)

• We will send you a text or a push notification when you create or update a payee using online or mobile banking with some details of the update.
• We send you either a text, push notification or email you when you have updated your personal information, like your address, and advise us how to contact us if this isn’t right.
• Sometimes we will send you updates via email, which might be about your account or about new products that might interest you. We will never send you a link to a login page for your online banking.
• If we send you a text message or push notification, we will never include a link to login pages.
• Where we are concerned about a payment being made on your account, we may contact you either by text message, push notification or a phone call (using your most up to date mobile number) to alert you to any suspicions we have. This may require you to respond and confirm whether the transaction was genuine or not.

In-app call is a secure feature that allows you to make voice calls directly from within our app. The call is made over internet, compared to traditional phone lines. You’ll need a stable internet connection to make the call.

You can find out more in our guide.