Fraud - contact us now
You need to keep your Internet Banking account safe. So please tell us if someone:
- Knows your password.
- Has used your account without your approval.
- Has taken money from your account.
- Has made you move their money into your account.
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.
You need to tell us if someone:
- Knows your credit or debit card PIN.
- Has used your credit or debit card without your approval.
Lines are open 7am-11pm.
For any other problems with fraud please visit Action Fraud.
They can log the incident and give you a crime number if needed. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.
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.
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.