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.

Bank safely

When you use your bank account you need to stay safe and secure. Learn how to spot a scam, what to do if you’re contacted unexpectedly, and advice on how to stay safe.

Use strong passwords

There are many simple ways that you can stay safe online. Using strong passwords are a good way to start. 

You can create a strong password by choosing three random words. And to keep it safe, don’t share it or write it down. 

To make a password even harder to guess, you can add numbers or special characters. The longer the password, the stronger it is. 

Protect your accounts

Your first line of defence should be your email account. It can hold a lot of your personal details and be used to get into your other online accounts.

If you don’t have one already, pick a new strong password for your email account. Then do the same for all your other accounts, like:

  • Bank account.
  • Social media accounts.  

Save your passwords

It’s best to use a different, strong password for each account you have. You can use your browser to help you remember them all.

Your browser settings should let you save each password. Browser security is very good, so it’s a safe thing to do and makes it easier to log in.

Extra security

If an account asks you to set security questions, try to avoid using personal details. 

When you bank online, we use two-factor authentication (2FA) to make sure it’s you. This makes it harder for someone to get into your account, even if they guess your password.    

For 2FA to work, we need to send a code by text or landline. So please make sure we have your latest phone number.   

Other online providers and apps also use 2FA. If they do, it’s a good idea to turn it on as it will help to keep you safe.

If you think someone else knows your banking details contact us now

Next topic: How we protect you

Previous topic: Scam messages

Bank of Scotland will never ask you to:

  • Share your account details like user ID, password and memorable information.
  • Tell us your Personal Security Number (PSN) for Telephone Banking.
  • Tell us your PIN code, expiry date, CVV number which is the last 3 digits of the security code on the back of your card.
  • Move money to a so-called secure, safe or holding account.
  • Move your money or ask you to transfer funds to a new sort code and account number.

Think you've been a victim of fraud?

You should contact us right away if you think you’ve been a victim of fraud. We can then guide you on what to do next.

Contact us nowif you think you've been a victim of fraud.
  • 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 Internet 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.