How to protect yourself

Install and run anti-virus software

If you don’t already have it, then we strongly recommend that you install anti-virus software on any devices you use when banking. Running anti-virus software can help prevent infection from the many viruses that are on the internet.

Not setting up or running a regular scan with your anti-virus software means viruses may go undetected and there is an increased risk of financial fraud.

Use a firewall

A firewall on your computer acts like a barrier. It helps to block malicious software from gathering your private information. It can also help stop potential intruders.

You can get a number of different firewalls, some come with your anti-virus software, some are built into your modem or router and most Microsoft Windows computers will have a firewall as standard.

Keep your devices up to date

Online threats often change and new ones will emerge. By regularly updating your computer or mobile device operating systems when prompted, you can help keep your devices safe.

Microsoft, Apple, Google and other developers regularly update their operating systems and software for desktop computers and mobile devices. Not only does this improve performance, it helps protect against any new bugs or security vulnerabilities discovered.

Help to protect your devices by installing software and internet browser updates as soon as they become available.

Be aware when making payments

Protecting you from fraud is our top priority. When paying someone new we will check that you're confident about who you are paying. We'll do this by guiding you through tailored information about the type of payment you're making. If you don't want to continue or you're unsure about making the payment, you'll have the option to cancel it, and contact us to discuss your concerns.

More tips to help stay safe online

• Only access online banking using 3G/4G/5G or a secure Wi-Fi connection. Public Wi-Fi might not be safe and could make your personal details vulnerable to criminal attack.
• Avoid sending or receiving personal or financial information when using public Wi-Fi. These details could fall into the wrong hands.
• If you access online banking using your mobile phone or tablet, we recommend you set up a secure password/passcode on your device and keep it locked when not in use.
• Never store security details (e.g. PIN, passwords etc) on your mobile phone or tablet, in a way that could be understood by anyone else.
• Limit the amount of personal information you share online.
• Use strong passwords, which include a combination of symbols, letters and numbers.
• Never share your passwords and use different ones for different accounts. Change them regularly to keep them as secure as possible. Please read our advice on how to use Third Party Provider (TPP) services safely.
• Occasionally, we might guide you to our website via an email. You can check if an email is genuine with two simple steps. First, check if we used your first name. Second, check for the second part of your postcode at the top of the email. If both are there, it means that it’s a genuine email. If you’re still unsure, visit our website directly at www.co-operativebank.co.uk, and check for the key or padlock symbol and the prefix https:// at the top of your browser.
• Be careful when clicking on links or opening attachments, especially if they’re unexpected emails, texts or social messages from an unknown sender. Don’t open attachments unless you are expecting them from a known sender.
• Remember, The Co-operative Bank, the police or any other trusted organisation will NEVER ask:
  • For your security details in full
  • For your PIN, verification codes or token codes over the phone
  • To move money to a new, ‘safe’ account for any reason
  • Ask to remotely access your computer, and ‘secure’ your online banking account.

• Always know where your cards are and keep them in a safe place.
• Never let someone take your card out of sight to process a payment.
• Never tell anybody your PIN or write it down. The Bank or Police will NEVER ask you for this or request to collect your bank card from your home address.
• Always have your card to hand and ready to use when making a purchase in store or using a cash machine.
• Don’t let anyone distract you and always shield your PIN when entering it.
• Only deal with reputable companies when using your card for purchases over the phone or online. Learn more about the protection offered by Verified by Visa when shopping online.
• Always check the total amount is correct before you complete a purchase online or in a shop.
• When shopping online, use a device that’s protected with up to date security software and avoid saving your card details.
• After making a purchase online always fully log out/sign out of the site.

Fraudsters will attempt to steal and use your information to impersonate you, open bank accounts and obtain credit.

Keep your identity secure and your accounts safe.

• Don’t respond to unexpected calls, emails, texts or social media messages that involve you giving away details about yourself (age, address etc) or your bank account (account numbers, PIN details, security details etc).
• Always securely store personal documents such as Bank statements and utility bills or destroy using a shredder.
• Limit the amount of personal information you share online and never display your address or date of birth on social networking sites or online forums.
• If you do not recognise a transaction please contact us immediately.