At Bank of Scotland we know you want to use Internet Banking without constantly worrying about security. We take your online security seriously and use state of the art anti-fraud systems to spot unusual activity. We also give you peace of mind with our Online Fraud Guarantee.
When you are using online banking, we use Real-time Fraud Detection Systems to decide whether it's really you or a fraudster. We use your data strictly according to the terms and conditions and your data privacy rights. If we see activity on your account that may be suspicious, we'll ask you to call our Fraud Department to confirm it's really you. If it's really you making the payment it will take you a few extra minutes, but this means that we are able to stop most fraud attempts and protect your account. We’ll also send you a text message and display a message in your Internet Banking account overview to confirm recent requests that might be suspicious.
For certain instructions you give us in your Internet Banking, such as setting up a payment to a new account, we need to make sure it’s really you to prevent fraud. You can choose to do this via our secure App, or you can receive an automated phone call and enter the 4 digits shown on your device screen.
See Security calls we make for more information.
We use behavioural analysis to help make sure it’s really you giving us instructions in your Internet Banking account. This technology builds a detailed profile of how you use Internet Banking (i.e. what’s ‘normal’ for you) which is very difficult for a fraudster to mimic. This data is used strictly in compliance with our Internet Banking terms and conditions, to protect your privacy and information about you.
We aim to provide you with fast, accessible Internet and Mobile Banking, 24 hours a day. That's why we use state of the art DDOS (Distributed Denial of Service attack) protection, to stop hackers from blocking your access to your accounts online.
When you set up a new payment, we may display which bank account brand you’re sending money to- eg Barclays, HSBC, Tesco.. By displaying this, we give you the opportunity to recognise if the new payment may be going to the wrong place, for instance if you were expecting to pay another Bank of Scotland account but it shows up as Lloyds.
You’ll see tiles and banners on the login page and throughout your Internet and Mobile Banking sessions once you’ve logged in, which will give you useful hints and tips on protecting yourself online.
Always make sure the explanation is the one you’re expecting.
Telephone Authentication is the recorded call where you’re asked to enter 4 digits from your computer screen to complete an Internet Banking action such as payment to a new beneficiary, new products or registrations.
If someone tells you to ignore this explanation (for instance, if they say it's just a test transaction), or if you don’t recognise the action described in the automated call, then you are speaking to a fraudster
You will never be asked to complete this call to receive money into your account.
This where you have chosen log into your Bank of Scotland Mobile Banking App to authorise an action you’ve made on your computer or tablet such as payment to a new beneficiary, new products or registrations.
Read the explanation on screen carefully. If someone tells you to ignore this (for instance, if they say it's just a test transaction), or if you have not yourself requested the above actions, then you are speaking to a fraudster.
If we suspect fraudulent activity on your account we may contact you via telephone to confirm that you carried out the activity. We will confirm your identity by asking you to confirm questions from your credit file / details from your passport or driving license. We will never ask you for your login details.
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 online banking services carefully.
Being careful when you use our services includes, for example, that you:
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.
|Money has fraudulently left your Bank of Scotland account or someone knows your Internet Banking password||For any other issues that you think may be related to fraud|
Report it to us
Report it to Action Fraud0300 123 2040
Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.
They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collect data from across the UK to help banks and other businesses combat fraud.
If you receive an email or text message that looks like it’s from Bank of Scotland but makes you suspicious, forward the email or send a screenshot of the text message to email@example.com.