The main current account providers have agreed to publish information about their approach to fraud prevention. The information included below is provided on a voluntary basis and comparative data can be found on the FCA's website
We want to protect you from fraud and scams, and give you the tools you need to protect yourselves.
We combine the best technology and banking security to help you manage your money safely.
Our Online and Mobile Banking Commitment gives you a peace of mind guarantee that we'll refund money taken from your account as a result of fraud. The guarantee doesn't cover instances where you have acted fraudulently or haven’t taken reasonable steps to keep your security information safe.
To protect you, we use:
Our fraud detection systems highlight unusual activity in your accounts, and sometimes we’ll use an automated service to contact you as quickly as possible. Learn more about our automated system in the ‘How we contact you’ section.
We may send you a One Time Passcode or ask you to use your mobile app to authorise certain activity.
Your OTP and our app act as secure keys to your account, helping to stop anyone but you authorising transactions or making changes to your account.
We strongly recommend you download the free Rapport security software, to help guard yourself against internet banking identity theft and fraud. It’s designed with Santander in mind, and protects the connection between your computer and Online Banking.
If you think you might have been targeted by fraud or a scam you can contact our fraud team any time on 0800 9 123 123 or if you're calling from outside the UK +44 1512 648 725.
To protect you from fraud:
- Our latest fraud updates page contains the latest techniques we see being used by criminals.
- Branch-based scam avoidance schools are held for you to come along to.
- We’re part of the government-backed Take Five which encourages you to take a moment to stop and think when you make a bank transaction.
- Our fraud and security support section contains articles to help you, including ‘spotting fraud and scams’ and ‘our top security tips’.
Making payments in Online and Mobile Banking
Online and Mobile Banking is designed to help make sure that you pay the right person and not a fraudster.
When you enter the sort code for the account you’re paying, we’ll show you the name of the bank it’s going to so that you can check it’s the right bank.
We’ll ask you to choose a reason for the payment. This lets us show you a message to help protect you from scams.
For example, if you choose ‘House or large purchase’ we’ll show you a specific message asking you to check the bank details personally with your payee, to protect you against scammers who intercept emails and replace the payment details in them.
You’ll be given the choice to make your payment straight away or to send it at a later date. Waiting to make the payment gives you time to change your mind, which is helpful protection as fraudsters are known to pressurise their victims and push them into making payments quickly.
We’ll ask you to take a moment to check that:
- the information you’ve given us is correct
- you’ve read the messages we’ve shown you before you confirm you want to go ahead with the payment.
We’ve introduced similar checks when you make payments using Telephone Banking and in our branches, so that you’re protected whichever way you choose to pay.
When our fraud detection systems find something that could be unusual happening in your account, the fastest way for us to get in touch with you is through the automated system.
You may receive a phone call or text.
The call will ask for some security details so that we know we’ve reached the right person.
- You'll be asked to confirm your name and then your date of birth.
- We'll then read out the transactions we want you to confirm.
- If you confirm you recognise the transactions, you can continue banking as normal. If any payments were declined, you'll need to make them again.
- If you don't recognise one or more of the transactions, you can speak with one of our team who will help you further.
Remember, we'll never ask for details such as your card PIN, Online Banking passwords and One Time Passcodes (OTP). If you're asked to share these, hang up and call us anytime on 0800 9 123 123.
You'll receive 2 messages. The introductory message lets you know we need to confirm some transactions with you, the second will give details of the transactions we want you to confirm.
- You'll be asked to reply to the message with ‘Y’ to confirm you recognise all the transactions, or 'N' to confirm you don't recognise one or more of the transactions.
- If you reply 'Y', you can continue banking as normal. If any payments were declined you'll need to make them again.
- If you reply 'N', we'll call you back as soon as possible between 8am and 10pm or we'll give you a number to call us on which is always available.
We’ll leave a message asking you to call back as soon as possible. To protect your money and keep your accounts safe we may need to stop or hold your account or payment until we can speak to you.
If the number we have for you isn’t up to date we won’t be able to contact you about fraud and scams. You can check and change the details we have for you in Online and Telephone Banking and in any branch.
We're involved in a number of initiatives to fight it with other finance providers and agencies.
- We're members of UK Finance and we take an active part in industry fraud initiatives like Take Five and share intelligence to help protect our customers and work with other banks to quickly recover stolen funds.
- We also help fund the Dedicated Card and Payment Crime Unit (DCPCU), a police unit with a national remit formed as a partnership between the City of London Police, the Metropolitan Police Service, the UK banking industry trade association UK Finance and the Home Office.
- By being part of the Banking Protocol initiative between the police, banking institutions and trading standards, we’ve trained our branch staff to help identify if a customer is about to fall victim to a scam.
- We’re a member of Cifas, the UK’s fraud prevention service, and work with them to protect our customers and reduce instances of fraud and financial crime.
- We’ve signed up to a voluntary code from the Lending Standards Board to protect customers from authorised push payment scams. As well as agreeing in some circumstances to reimburse customers who’ve lost money in these type of scams, we hope to reduce the number of scams as we and other signatories to the code have promised to protect customers with procedures to detect, prevent and respond to the scams, and take more measures to prevent accounts being used to launder the proceeds.
- We’re part of the Stop Scams UK initiative, 159. This collaboration between banks and telephone companies gives our customers a safe and secure number to call if they think they’re being scammed. If customers receive a call, SMS or email that appears to come from their bank, encouraging them to transfer their money or disclose personal information, we would urge them to stop, hang up and call 159. Or they can call us using the number on the back of their card.
Our priority is to protect you from falling victim to fraud or a scam. Our Fraud Team is both passionate and dedicated to keeping you safe.
We’ll continue to be a safe place for you to keep your money as we continue to develop new ways to protect you from fraud.