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How we protect you

We’re committed to making your banking experience as safe and secure as possible. Learn more about the steps we take to keep your details and your money safe.

Our no risk policy

In the unlikely event that you fall victim to fraud on your account, we guarantee to refund your loss - providing you’ve taken reasonable steps to keep your details safe and the fraud did not occur due to circumstances beyond our control, such as:

  • You’ve given your security details to someone else
  • You’ve provided us with incorrect payment instructions
  • You did not take reasonable care with your account details, such as logging off your online banking session after use, not leaving your computer unattended while you’re logged in or not taking due care of your account details and/or stationery
  • You failed to let us know as soon as possible of any security breach or potential security problem
  • You’ve acted fraudulently
  • You've not exercised all due care and diligence when allowing an authorised Third Party Provider (TPP) access to your account.
  • You’ve not complied with the security requirements outlined in your account terms and conditions
  • We can only refund the amount that is fraudulently taken from your account by a third party. We cannot be held responsible for any consequential losses.

Free security software to keep you safe

We offer free security software from Trusteer Rapport to protect you when you bank online. We recommend you use Trusteer Rapport alongside firewall and antivirus software to provide an extra layer of protection. Learn more and download Trusteer Rapport.

Other ways we keep you safe

More services we offer to keep your finances safe.

  • Report fraud

If you think that you may have revealed your security details, fallen victim to fraud, or notice any unusual activity on your account, please contact us immediately on:

For current account customers – +44(0)3457 212 212 (Call Charges)

For credit card customers – +44(0)345 600 6000 (Call Charges)

For business banking customers – +44(0)3457 213 213 (Call Charges)

If you have seen a scam email claiming to be from us, please let us know by forwarding it to ihaveseenascam@co-operativebank.co.uk