I don’t recognise a payment on my account

I’ve received a suspicious call from Bank of Scotland

I’ve received a strange email or text from Bank of Scotland

Staying safe and secure

Banking should always be as safe as possible. We use the latest online security measures to protect your money and your data online but there are also things you must do to prevent fraud.

Top tips to protect yourself online

  1. Remember that we will never ask for your Internet Banking password, login details or PIN. If you receive any request for this information report it.
  2. Don’t use a password that can be easily guessed and never use the same password for Internet Banking that you use for other websites.
  3. Limit the amount of personal information you share about yourself online to reduce the risk of identity theft and fraud.

  4. Always update your computer, tablet and smartphone’s operating system and web browser software. Always use anti-virus software to protect your devices.

How we protect you


We use cutting-edge technologies to make sure you’re safe. These include:

  • State of the art fraud detection systems
  • Secure log-on and automatic log-off
  • Extra checks when you set up a payment

Think you are a victim of online fraud?

Money has fraudulently left your Bank of Scotland account or someone knows your Internet Banking password For any other issues that you think may be related to fraud

Step 1:

Report it to us
0345 600 7727 (Lines are open 24 hours a day) +44 1132 888 408 from outside the UK

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.

Step 2:

Report it to Action Fraud
0300 123 2040

Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.

Report it to Action Fraud

0300 123 2040

Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.

They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collect data from across the UK to help banks and other businesses combat fraud.

Received a suspicious email or text message?

If you receive an email or text message that looks like it’s from Bank of Scotland but makes you suspicious, forward the email or send a screenshot of the text message to security@bankofscotland.co.uk

Please note:

  • Do not use this mailbox for any other questions or messages: The mailbox can only deal with emails where the Bank of Scotland name is used without permission by fraudsters. Other types of emails or messages cannot be actioned.
  • It’s an automated mailbox so you won’t receive any personalised response: The only action we can take is to request the deletion of fraudsters’ email addresses and URLs. There may be delays as our partners process these requests.
  • Never email us any personal or account information (including card details and login information).

We guarantee to refund your money (including charges and interest that you’ve paid or not received as a result) in the unlikely event that you experience fraud with our Internet Banking service. We will take steps to protect you 24/7, using technology and safeguards that meet or exceed industry standards, but you must also use our online banking services carefully.

Being careful when you use our services includes, for example, that you:

  • Do all that you reasonably can to keep your Security Details (such as online and mobile username, password, and memorable information) secure, and you log out after each Internet Banking session.
  • Don’t let anyone else have access to your account or Security Details, or transact using them, even if they share a joint account with you through our Internet Banking services.
  • Tell us, as soon as you can if you think your Security Details have been lost, stolen, damaged or are being misused; or think someone may be accessing your accounts without your authority, or has discovered your Security Details.
  • Carry out regular virus checks on your devices.

If you've been grossly negligent, we will not refund any money taken from your account before you have told us your Security Details have been lost, stolen or could be misused.

We won't give you a refund if you have acted fraudulently.

For further guidance on using our online banking services - see our Internet Banking terms and conditions.