Keep your details safe online

The internet has lots of things that can help you. But you need to know how to stay safe online.

Security breach

If a company you use has their site hacked, your personal details may fall into the wrong hands. They could then be used to try and get into your bank account or defraud you at a later date.

What you can do:

  • Check your bank account - To look for any odd transactions or other changes you didn’t make.  If you spot anything unusual contact us right away.
  • Find out if your details have been stolen - The company should let you know if your details have been stolen.  But if you don’t hear anything, you can contact them to find out.

If you find out your details have been stolen, you should:

  • Contact Bank of Scotland - Do this right away and we’ll help to secure your bank account.
  • Change your password - For the account you have with the company.
  • Change your security questions - If someone has your personal details it may help them to guess any security questions you may use.
  • Check the account you have with the company - To make sure nobody has used it or changed your details.
  • Contact Action Fraud - They can help you to report a crime or give general advice. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.

You may also want to join a trusted credit agency. They can tell if a credit check is made in your name. And you could also register with CIFAS. This could help to protect you and stop fraudsters using your details to apply for products or services in your name.

After you’ve taken these steps, you still need to look out for:

  • Scam messages - Fraudsters may try to use your details against you. Do not reply to any unexpected texts or emails. And don’t click on any links or attachments as they could send a virus.
  • Scam calls - If you get an unexpected call do not give any personal or banking details. If you’re not sure, hang up. You can always call back from a number you trust.

Next topic: Identity theft

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.

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