Mobile and telephony fraud

Phishing for information

Fraudsters use many techniques to obtain customers' passwords and security credentials. Often a fraudster will call the victim and pretend to be the bank or a police official and ask for bank account details, card details, three-digit security numbers, PINs and any Online or Telephone Banking passcodes.

Unfortunately some people do fall for this and later find that a fraudster has stolen their money.

Simply – never give out any banking passcodes/PINs or card details to anyone who phones you.

Rest assured that if we do phone you, we will never ask for this information.

If you receive a call and the caller identifies as a member of bank staff, always ask for this person's full name and department and, if you have any doubts about this person’s true identity, just terminate the call and contact us immediately. If you were speaking to a genuine bank official, don’t worry – we won’t take it personally. We care more for your security than for our personal feelings.

Mobile Banking has made it easier than ever to check your account balance and view transactions, even when you're on the move. And by taking the following steps to protect your mobile phone, you can make using our service even more secure.

Set up a password or PIN

Most mobile phones let you set up a password or PIN, so that your phone can't be used if it's lost or stolen. Make sure that you always have this feature enabled.

Install security software

Like computers, mobiles – especially smartphones – are vulnerable to viruses, some of which can give fraudsters access to your personal information. To protect yourself:

• Install security software and keep it up to date. You can get Kaspersky Mobile Security Software (RRP £19.99) free of charge if you use Online Banking.
• Delete junk emails and text messages.
• Don't follow any website links unless you know that they're genuine.
• Don't download any files or email attachments that you're not sure about.

Beware of malware

Malware, short for malicious software, is software specifically created to access your technological devices covertly, often with the intention of stealing your information for profit. Things like trojan horses are installed without your knowledge when you follow a link, open an attachment or download software from a fraudulent email or text message.

To protect yourself:

• Don't download software until you've verified its security and privacy features.
• Install anti-malware software that's specifically designed for your mobile.
• Be suspicious if you get lots of unsolicited emails or text messages – it could mean you have a malicious program on your phone.

Keep your mobile software up to date

From time to time, your mobile manufacturer or dealer may release software updates for your phone. Keep an eye out for these and install them regularly.

Avoid sharing your mobile phone

If you have to share your mobile or send it off for repairs:

• Remove the temporary files and cache stored in the memory of your mobile, as they may contain confidential information.
• Clear your browsing history regularly.
• Don't let people use your mobile until you've logged out of secure sites such as Mobile Banking.