Anti Fraud System

When using our Online Banking service your security is our number one priority.

Card readers and password tokens are one security option but we use a different online anti-fraud system for customers.  Our 'multi-factor authentication' system adds another layer of security to your online experience.

The system works by exception only – the majority of customers will see no change in their use of our online banking service – but all our customers will benefit from the increased fraud protection it provides.

How it works to prevent fraud

The system works by building up a picture of each customer's online usage. By doing this, a set of "normal use" parameters are created for each online user.  If we detect any unusual activity on your account, we can contact you before allowing it to proceed.

Users of our online banking system have being given the opportunity to update their contact telephone numbers, so that in the event of unusual activity being detected on an account, an alert message can be displayed on the computer screen.  Customers will then be contacted by telephone, using a number they have pre-registered, and asked to enter an on-screen code into the phone before they can proceed with online banking.

In a situation where you are unlucky enough to have a fraudster acquire your online sign in details, perhaps from a ‘phishing’ scam   and gain access to your accounts, unusual online activity may trigger a telephone challenge. 

Fraudsters are very unlikely to have acquired your phone, and will not be able to complete the challenge process. Your online access will be suspended to protect your accounts and stop any fraudulent transactions.

Help us contact you

In order for the telephone challenge to be effective we need you to provide us with up to three telephone numbers, for example work, mobile and home, as we may need to contact you to verify your activity whilst you are signed in to our online service. 

It's important that you provide as many different telephone numbers as you can to make it easier if we need to contact you. 

If we're unable to contact you, we may need to suspend your online access to protect your accounts. If you enter the code wrong three times, your access will be suspended. We will then contact you within 24 hours, between 9am and 8pm. 

If we are unable to contact you by phone, we will write to you instead, either by email or by letter, with further instructions.

These alert messages will only be seen in a minority of cases where customers use using online banking.

Read our tips on how to surf safely and stay secure online.  You can also get advice on avoiding phishing and scam emails and keeping safe from viruses.