How we protect you

At Bank of Scotland we know you want to use Internet Banking without constantly worrying about security. We take your online security seriously and use state of the art anti-fraud systems to spot unusual activity. We also give you peace of mind with our Online Fraud Guarantee.

Real-time Fraud Detection Systems

When you are using online banking, we use Real-time Fraud Detection Systems to decide whether it's really you or a fraudster. We use your data strictly according to the terms and conditions and your data privacy rights. If we see activity on your account that may be suspicious, we'll ask you to call our Fraud Department to confirm it's really you. If it's really you making the payment it will take you a few extra minutes, but this means that we are able to stop most fraud attempts and protect your account. We’ll also send you a text message and display a message in your Internet Banking account overview to confirm recent requests that might be suspicious.

Security Phone Checks

For certain instructions you give us in your Internet Banking, such as setting up a payment to a new account, we need to make sure it’s really you to prevent fraud. You can choose to do this via our secure App, or you can receive an automated phone call and enter the 4 digits shown on your device screen.

See Security calls we make for more information.

Biometric Analysis

We use behavioural analysis to help make sure it’s really you giving us instructions in your Internet Banking account. This technology builds a detailed profile of how you use Internet Banking (i.e. what’s ‘normal’ for you) which is very difficult for a fraudster to mimic. This data is used strictly in compliance with our Internet Banking terms and conditions, to protect your privacy and information about you.

DDOS Protection 

We aim to provide you with fast, accessible Internet and Mobile Banking, 24 hours a day. That's why we use state of the art DDOS (Distributed Denial of Service attack) protection, to stop hackers from blocking your access to your accounts online.

Bank Name Display

When you set up a new payment, we may display which bank account brand you’re sending money to- eg Barclays, HSBC, Tesco.. By displaying this, we give you the opportunity to recognise if the new payment may be going to the wrong place, for instance if you were expecting to pay another Bank of Scotland account but it shows up as Lloyds.

Helpful Hints

You’ll see tiles and banners on the login page and throughout your Internet and Mobile Banking sessions once you’ve logged in, which will give you useful hints and tips on protecting yourself online.

Security calls we make to keep you safe

Always make sure the explanation is the one you’re expecting.

Telephone Authentication is the recorded call where you’re asked to enter 4 digits from your computer screen to complete an Internet Banking action such as payment to a new beneficiary, new products or registrations.

If someone tells you to ignore this explanation (for instance, if they say it's just a test transaction), or if you don’t recognise the action described in the automated call, then you are speaking to a fraudster

You will never be asked to complete this call to receive money into your account.


This where you have chosen log into your Bank of Scotland Mobile Banking App to authorise an action  you’ve made on your computer or tablet such as payment to a new beneficiary, new products or registrations.

Read the explanation on screen carefully. If someone tells you to ignore this (for instance, if they say it's just a test transaction), or if you have not yourself requested the above actions, then you are speaking to a fraudster.

If we suspect fraudulent activity on your account we may contact you via telephone to confirm that you carried out the activity. We will confirm your identity by asking you to confirm questions from your credit file / details from your passport or driving licence. We will never ask you for your login details.

Our online fraud guarantee

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.

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

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 partner’s process these requests.
  • Never email us any personal or account information (including card details and login information).