How we protect you from fraud
We’re committed to protecting you from fraud with advanced security measures that work every time you log in. Our systems monitor for anything unusual to help stop fraud before it happens.
This page outlines the key ways we keep your accounts safe, including how you’re protected when banking digitally, and how we use alerts and notifications to keep you informed.
Codes and alerts
We use one time passcodes (OTPs), messages and push notifications to help protect you from fraud.
One time passcodes
We use OTPs as an additional layer of security when you're doing things like logging into online banking, making online banking payments, setting up new payees or when shopping online. You also need a verification code (OTP) to register for the mobile app. They are also called verification codes.
To make sure it's always you using your mobile or online banking account and nobody else, we'll send you a code that you enter to continue. You must never share your code with anyone, not even us.
When we send a verification code in online banking, we’ll tell you in the message what the code is for. If you ever receive a code you were not expecting, or if the code is for a different transaction, contact us on 159.
Messages
We sometimes send automated message to check whether a payment is genuine and to prevent fraud before it happens. We send these by text message, email or by phone, depending on your preferred method of contact.
These messages will never ask you for personal or sensitive information, or contain links. If you receive a message claiming to be from us that asks you to provide this information, do not respond.
Push notifications
We send push notifications to alert you of any account changes such as a new device registering for mobile banking or a change of details so you can contact us if this was not you.
To opt in for push notifications on your phone, go to Settings, Notifications, then scroll down to find The Co-operative Bank and tap Allow Notifications.
Using your card online
Visa Secure adds extra security when making online card payments. Before a payment is approved at the checkout, you may be asked to enter a one time passcode that we will send to your UK mobile number via text message.
We’ll send each unique one time passcode to the mobile number that is registered on your Co-operative Bank account, so it's important we have a mobile number registered for you, and that this number is kept up-to-date.
Digital banking protection
We use secure sessions, timed log out systems and encryption to protect you when you bank digitally.
Secure sessions
To check you're in a secure and encrypted session, look for the padlock symbol in the address bar and https:// at the start of the website address.
Timed log out systems
To keep your information safe when you're doing things like online banking or making an application, your session will time out if it has been idle for 5 minutes or more.
We'll always warn you before your session times out and you'll have the opportunity to resume the session before it does.
Encryption
Encryption encodes information so even if that information falls into the wrong hands, it cannot be read. We use encryption to protect your identity and your finances when you're doing things like mobile or online banking.
Call 159
An easy to remember and secure fraud reporting number
Calling 159 securely connects you to your bank to report scams or fraud. If possible, use a different device from the one the scammer called you on.
159 explained
159 is a secure phone number managed by Stop Scams UK and is used by most banks. It’s a quick and easy way to contact us if you think you’ve been scammed or contacted by a fraudster.
When you call 159, you’ll be asked for the name of your bank. Then, you’ll be connected directly to our fraud team.
Calling 159 on a different device will prevent sophisticated scammers from monitoring or diverting your call. If you cannot use a different device, hang up and wait 10 minutes before calling 159.
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Contact our support team