The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

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.

Protect your passwords

There are many simple ways for you to stay safe online. Using a strong password is a good way to start.

If you follow these simple steps, it will help to keep your bank account safe and secure.

What you can do:

  • Use the security settings on your device - You should turn them on and set them just how you like.
  • Use a PIN or password - Set up a PIN or password on your device that only you know.
  • Choose a strong password - Pick a password only you know and don’t share it. Don’t use words or numbers personal to you.
  • Don’t let anyone else use your password - Keep your Internet Banking account safe, even if you have a joint account.
  • Keep your security questions safe - If you have to set a security question, don’t use personal information. And don’t share it with anyone.
  • Don’t use the same password - Choose a new, strong password for every site you use.
  • Don’t write passwords down - Try not to write passwords down. If you have to, don’t write them in full and keep them safe.
  • Don’t choose similar passwords - Try to avoid passwords that are easy to guess, like password123.

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.