Illustration of the Internet Bank and App with coins

1) We’ll refund any money taken from your account as a result of fraud through our Banking app or Internet Banking service

This means that you won’t lose a penny if we find that money has been fraudulently taken from your account, but you might not be entitled to a refund if:


  • You made the payment yourself, because a fraudster convinced you to.
  • You haven't taken reasonable steps to keep your card and security details safe (as set out in your terms and conditions).
  • You’ve acted fraudulently, which includes withholding information or making a false statement when you claim.

Tell us about any suspicious transactions on your account as soon as you notice them. If it has been longer than 13 months since the transaction left your account, you might not be entitled to a refund.

An illustration of fingerprint security

2) We’ll monitor & protect your account 24/7 with the latest technology

Nothing is more important than keeping our members' money safe. If you'd like to know more about some of the safeguards we've put in place, check out these pages from our Security Centre. 


Banking app security
Internet Bank security
An illustration of text fraud

3) We’ll provide you with education on how to stay safe including top tips and information on the latest fraud and scam trends

Did you know that fraudsters can't get into your online accounts without your security details? That's why so many scams are designed to get you to part with them. Being aware of the latest scams is the best way to stay safe. 


How to protect yourself against fraud