Our fraud guarantee

We guarantee to refund any money lost to fraud, as long as:

  • you've taken reasonable steps to keep your details safe
  • you've taken sufficient care to check that the person or company you're dealing with are genuine
  • you haven't acted fraudulently yourself.

Read our fraud guarantee in full

Verification codes

We use verification codes as an additional layer of security when you're doing things like making online banking payments or setting up new payees.

We'll either send your code as a text message or in an email. You then follow instructions online to enter the code.

Find out more about verification codes

Automated messaging

We sometimes send automated messages 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 an automated message claiming to be from us that asks you to provide this information, do not respond

Card security

We keep your cards secure and limit the risk in a number of ways, including:

Chip and PIN

This technology ensures that only you can use your card for store payments and cash machine transactions.

Contactless transaction limit

If your card falls into the wrong hands without you realising, it can't be used for high value fraudulent transactions. Contactless cards also require you to enter your PIN from time to time, to limit the number of contactless transactions.

Lost and stolen cards

If you realise your card is lost or stolen, call us as soon as possible to report it. We'll cancel your card and send you a replacement and a new PIN, which we'll send separately.

Contact us immediately if your card is lost or stolen on 0345 600 6000 or +44 345 600 6000 from outside the UK. Lines are open 24 hours a day, 7 days a week. Call charges

Verified by Visa

Verified by Visa adds extra security to online transactions. When shopping with a participating retailer, a popup window will either prompt you to register a passcode or to enter 3 digits from a passcode you've already registered.

Forgotten your passcode

To reset your code you can either:

  • select the 'forgot your passcode' option in the popup window
  • log into online banking and send a secure message
  • call us on 03457 212 212 or +44 3457 212 212 from outside the UK. Lines are open 24 hours a day, 7 days a week. Call charges

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.


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 encodes information so even if that information falls into the wrong hands, it can't be read. We use encryption to protect your identity and your finances when you're doing things like mobile or online banking.

Not found what you're looking for?

Contact our support team