If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. To help find the right solution for your needs you can use our coronavirus support tools for credit cards and loans and for Halifax mortgages. If you have a Bank of Scotland mortgage, find out more here.

Online Security Centre

I don’t recognise a payment on my account

Unrecognised Transactions

I’ve received a suspicious call from Bank of Scotland

Suspicious Calls

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

Suspicious Messages

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.
    1. 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.
    1. Creating a secure password
  3. Limit the amount of personal information you share about yourself online to reduce the risk of identity theft and fraud.
    1. Protecting your personal information online
  4. Always update your computer, tablet and smartphone’s operating system and web browser software. Always use anti-virus software to protect your devices.
    1. Protecting your device
  5.  

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?

    Think you are a victim of online 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.