Our codes to protect you

What's the difference between fraud and a scam?

What do we mean by fraud?

Fraud is where you’ve identified suspicious activity on your account. This may be a transaction you didn’t knowingly make, or an update to your contact details you didn’t make.

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What do we mean by scam?

A scam occurs when you’ve knowingly parted with your money and/or personal details, thinking you were dealing with a genuine person or company. Scammers use many tactics, from intimidation to promises of cash, prizes, services, even romance.

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Think you've been the victim of fraud? 

Learn about our Secure Banking Promise

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.

Think you've been the victim of a scam? 

An Authorised Push Payment (APP) scam occurs when you are tricked into authorising a payment to an account that you believe belongs to a legitimate person or company, but it is in fact controlled by a scammer.

Learn about our APP Scam Code

What is it?

We are one of the founding members of a group of banks which established the ‘Authorised Push Payment (APP) Scam Code’. The Code is voluntary, and we have been a member since it launched back in May 2019. 

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How does it protect you?

Under the APP Code our customers are protected and will be fully reimbursed if they fall victim to an APP scam, as long as they did everything expected of them under the Code.

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Report a scam or fraud

The quicker you act the better

  • Scams are when you’ve paid a person or company money because you thought they were genuine. Scams can be very convincing and anyone can get caught out.
  • Fraud is when money goes out of your account that you didn’t know about.

Helping you stay safe and spot scams

Safer shopping

Online shopping can mean more opportunity for fraudsters. Follow our useful tips to keep you safe.

Card payment help

All the support you need on the most common issues when making a card payment.

Our fraud guides

Guidance on ways fraudsters work and how to stop becoming a victim of fraud.

Mobile security

We're doing whatever we can to keep our mobile app as safe as can be. There's also a number of ways you can keep your phone safe. 

Frequently Asked Questions

You can read more about the APP Scam Code here