Going Online
Protect your login and Account information.
If you believe that someone has unauthorised access to your Account security information, you should contact Customer Services immediately to change your security details. You should try calling Customer Services on 08451 31 32 34 first, but if you cannot get through for any reason, you should e-mail or if available send a secure message via the Website to them. If you are not able to log in to your Account via the Website, you should call Customer Services immediately on 08451 31 32 34.
Do not use Internet cafés or public computers to log in to the Account.
Persons with criminal intent can use Internet cafés and public computers to access your password and other Personal Information.
Email Messages.
When sending electronic mail messages, please do not disclose your password in full.
Never leave your computer unattended.
You should always log out from the Account when you are not using it.
In order to ensure the highest levels of security to the Account, you should follow these guidelines:
- Always keep your password secret.
- Never write down or reveal your security details to anyone.
- Change your password regularly.
- Use a strong password (a combination of upper and lower case letters and digits).
More information on password security and other security related information is available from www.banksafeonline.org.uk
Your computer
Have full anti-virus protection.
Anti-virus protection helps you to identify and remove computer viruses and suspect programs. We strongly recommend that you have up to date anti-virus software installed on your computer and that you keep the software regularly updated with the latest virus definitions. We also recommend that you use anti-virus software with an automatic update function. A full scan of all the files on your computer should be performed on a regular basis, we suggest at least weekly. There are many effective anti-virus software packages available commercially.
Use a personal firewall.
A firewall protects your computer from unauthorised logins and functions as a barrier against all undesired Internet activity. Everyone who uses the Internet from a home computer should have a software firewall. There are many effective commercial firewall packages to choose from. We recommend that you configure the firewall to monitor both incoming and outgoing traffic. This is the best method for ensuring that you have control over what enters and leaves your computer.
Use an anti-spyware program.
- Spyware is the term used to describe programs that run on your computer for the purpose of monitoring and recording the way in which you browse the web and the Internet sites you visit. Most are not malicious, but are used by reputable companies who are trying to track on-line behaviour, usually in order to generate market research data. You may or may not wish for your internet usage to be monitored in this way.
- Spyware can also be used to extract Personal Information that you have entered, including passwords, telephone numbers, credit card numbers and identity card numbers. It is often loaded onto a computer as part of a free download of another service, and could be loaded onto your computer without your agreement or knowledge. Note that Spyware is not the same as a virus as it only records what you do rather than altering how your machine works. Anti-virus software may not be effective in identifying and removing spyware. We recommend that you use any commercially available spyware programs.
Keep your software up-to-date.
- Security problems are often identified in existing application software. When this happens, the software vendor generally issues updates called patches. If you have an Apple computer running Macintosh OS X, make sure that you run the Software Update program at least once a week. If you are a Windows user, you should use Windows Update or Microsoft Update to check if new patches have been released. In some versions of Windows, this is a selection on the Start menu, while in other versions you may need to select Windows Update from the Tools menu in Internet Explorer.
- Make sure that you regularly check for updates for the main applications on your computer by visiting the supplier’s website or using the automatic update functions that are available.
- The following websites can provide more information and help you to keep your computer updated: www.microsoft.com and www.apple.com.
Communication
Via e-mail.
- Please remember that we will never send e-mails asking you to reveal sensitive information, such as full passwords or other Personal Information in full. Internet criminals use false e-mails that appear to originate from financial institutions. Using the e-mails, they try to trick Internet bank users into logging on to bogus websites so that they are able to obtain personal and/or security information about personal details, including passwords. If you click on a link within an e-mail that connects you to a page that asks for a password and Personal Information, it is very probably a hoax.
- Please contact Customer Services on 08451 31 32 34 if you receive a suspicious e-mail relating to the Account.
Via telephone.
- We will never phone you to ask you to reveal personal and/or security information. People with criminal intent may phone you and pretend to represent us. When we phone you we will always check your identity by asking you for your username and memorable word. Never reveal your password in full.
- Please contact Customer Services on 08451 31 32 34 if you receive a phone call which you think is suspicious.
Common Scams / Fraud Tactics
Phishing.
- Phishing is a method by which criminals on the Internet trick people to reveal sensitive information, such as user names, passwords and credit card information. This method involves distribution of e-mail that is designed to look as if it originated from a respected website. The e-mail asks the recipient to submit or confirm Personal Information, login information or credit card numbers. Usually these emails will direct you to a site that will ask you to "update" or "verify" your details. Never give these details away. Do not respond to the email or visit any website linked from it. Be warned - these can appear to be genuine. The people responsible for these 'phishing' emails send the same message to as many email addresses as they can find. They do not know your personal security details but the aim of the email is to get them.
- Remember that the e-mails used for phishing are randomly generated and do not mean that the perpetrators have access to your information or our customer list.
- Please contact Customer Services on 08451 31 32 34, if you receive a suspicious e-mail.
Personal Information Identity Theft.
- Identity theft is one of the greatest risks with internet banking services. Swindlers send out e-mails appearing to originate from banks (or trusted organisations) and which contain links to false websites that also appear to be genuine. In certain cases, they can also phone and pretend to represent your bank. Always keep your relevant personal and security information confidential.
- Virus programs and spyware can also be used to provide criminals with access to your bank account and other personal information stored on your computer. To counter this keep your computer updated with anti-virus and anti-spyware software and keep the firewall activated.
Telephone scams.
Persons with criminal intent may phone you and pretend to represent us. We will never phone you and ask for your full password. If you have any suspicion that someone is impersonating us, please advise the caller that you will call back, and then call Customer Services on 08451 31 32 34.