Bank safely and new scam code

When you use your bank account you need to stay safe and secure.

Learn how to spot a scam, what to do if you are contacted unexpectedly, and get advice on how to stay safe.

Scam calls and new scam code

Fraudsters can phone people and pretend to be from Bank of Scotland, the police, or other well-known companies. Scam calls can sound real and professional. But stop and think – is this call genuine?

What to look out for:

  • Unexpected calls - If you didn’t expect the call then it could be a scam. If you’re not sure, you can call back.
  • Pressure calls - Fraudsters want to hurry you into making a quick decision. They may also ask you to 'keep it quiet' and not tell anyone about the call. Don’t trust anyone who does this.
  • A need to transfer money - Scam calls can try to get you to transfer money for security purposes or to a safe/secure/holding account. Do not do this.  Bank of Scotland would never ask you to move money to a ‘safe’ account.
  • Refunds - If a call offers you a refund it’s a scam. Bank of Scotland would never call you about a refund.
  • Test transactions - If a call asks you to do a test transaction then it’s a scam. Bank of Scotland would never ask you to do this.
  • Calls from the police - It’s very rare for the police or Scotland Yard to call. If they do call, they'll always follow up with a visit from an Officer with photo ID and a warrant number.
  • You’re asked to log on to your computer - A scam call may tell you there's something wrong with your computer or ask you to download something. They could pretend to be from your broadband provider or trusted software company. But if you didn't ask for this call, it's a scam.

What you can do:

If you get a cold call then you can stay safe by:

  • Hang up the phone - If you’re not sure who’s calling, hang up the phone.
  • Tell them you’ll call back - But use a number you trust, not the number they use or give you. If they say it’s the police you can call back on 101.
  • Contact us - If you’re not sure about a call please get in touch with us. Scam calls can come from a number that looks genuine. Call us from the number on the back of your bank card.
  • Do not transfer any money - Your bank or the police will never call and ask you to move money from your account.
  • Do not log onto your computer - Unless you called for help, do not log on to your computer for an unexpected call.
  • Do not let anyone take control of your computer - Unless you called for help, do not let anyone take remote control of your computer.
  • Do not say what is on your computer screen - A real call would not ask for you to tell them what’s on your computer screen.

Remember, if you’re not sure about a call hang up the phone.

New scam code - Customer standards

You need to be careful when you make a payment online. Fraudsters can pretend to be someone you trust or offer things like fake goods to try and scam you.

We’ll do as much as we can to protect you and reduce scams while you make genuine payments.

To stay safe online, you should follow the code of conduct below. This code will help to protect you from scams and give you the chance of a fraud refund.

Pay attention to our warnings

Our advanced systems help us to fight fraud. We can use them to warn you about a scam before you make a payment and when you:

  • Set up a new payee.
  • Amend an existing payee.

If you get a warning, make sure you take suitable action to protect your payment. We may not refund your money if you ignore a warning and fail to act.

Double check your payment

Before you make a payment, you need to double check all the details to make sure:

  • you pay the right person or company
  • that any services or goods you want to buy are genuine, and/or
  • payments to invest are with a genuine company.

Don't rely on an email, text message or a caller ringing you to give correct payment details. To double check, call back on anumber you know is theirs.

By doing this, you’ll help to protect yourself from scams and your right to a refund.

Use internal payment measures

If you run a micro-enterprise or a charity, then you should have measures in place for when you approve a payment. You should use these at all times as they can help you to avoid a scam. If you fail to use them and then fall victim to a scam, we may not refund your money.

Fraud refunds

If you follow the code of conduct, it not only helps you to stay safe from fraud but it gives you the chance of a refund.

We’ll look at all cases of fraud to make sure a payment was made fairly and with care. We can then decide on a refund for any money you may have lost.

We will not give a refund if you do something dishonest or careless that helps a fraud take place.

Next 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 now
  • 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.