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Our codes to protect you

New UK authorised push payment (APP) scams rules come into effect on 7th October 2024. Find out how you’ll be more protected.

What's the difference between fraud and a scam?

What do we mean by fraud?

Fraud is where you’ve identified suspicious activity on your account. This may be a transaction you didn’t knowingly make, or an update to your contact details you didn’t make.

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What do we mean by scam?

A scam occurs when you’ve knowingly parted with your money and/or personal details, thinking you were dealing with a genuine person or company. Scammers use many tactics, from intimidation to promises of cash, prizes, services, even romance.

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Report a scam or fraud

The quicker you act the better

  • Scams are when you’ve paid a person or company money because you thought they were genuine. Scams can be very convincing and anyone can get caught out.
  • Fraud is when money goes out of your account that you didn’t know about.
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Think you've been the victim of fraud?

Learn about our Secure Banking Promise

Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise: 

  • We'll refund any money paid out of your account, as long as you've kept your security information safe.
  • We'll protect you 24/7, by monitoring your account and using the latest technology to keep you safe.
  • We'll help you protect yourself, with tips on staying secure and free tools for extra protection.

What we’ll do if you’ve been a victim of a scam

  • From 7th October 2024, new rules will come into effect to refund victims of authorised push payment (APP) scams. An APP scam is when you’re tricked into paying money to someone that isn’t genuine, or for a different purpose from what you meant. This applies to Faster Payments and CHAPS made on or after 7th October 2024.   Find out how you’ll be protected.
  • For payments made up to and including 6th October 2024, we’ll continue to refund cases in line with The APP Scam Code.

Helping you stay safe and spot scams

Safer shopping

Online shopping can mean more opportunity for fraudsters. Follow our useful tips to keep you safe.

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Card payment help

All the support you need on the most common issues when making a card payment.

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Our fraud guides

Guidance on ways fraudsters work and how to stop becoming a victim of fraud.

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Mobile security

We're doing whatever we can to keep our mobile app as safe as can be. There's also a number of ways you can keep your phone safe.

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