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Our security promise:

Provided you act honestly and follow our security advice, we guarantee to refund in full any money taken from your account as a result of computer crime or fraud.

What we will do to protect you

  • We will never ask you to disclose your whole password to us except when you specifically want to change it and you can only do this once you have logged into your account. When you log in we will randomly ask for three characters from your password
  • All pages that display or collect personal information are encrypted. Look for the padlock symbol in your browser status bar
  • A team of independent security experts regularly tests our website
  • We may contact you by telephone to check the details of changes you have requested online - it is important that you keep us informed if you change your number, and if possible provide more than one number on which you can be contacted
  • You should note that ordinary email is not secure. We will only use email to send confidential information about your accounts to you where we are required to do so, where you specifically request it, and where it is suitably protected. Similarly, please do not send us any confidential information via email.
  • We will verify your identity before disclosing confidential information over the telephone or re-setting your password
  • Your session will time out after a period of keyboard inactivity
  • Access to your online account will be locked out after three failed access attempts. You will need to  call us to reset your account
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What you should do to protect yourself

  • Never reveal your password to anyone or write it down, unless you’re using an authorised online Third Party Provider.  Additional information on accessing your account(s) through a TPP can be found here.
  • Do not use a password that could be easily guessed by someone else
  • Change your password immediately if you suspect someone else could know it
  • Log off from the Chelsea website when you have completed your transaction
  • Keep your PC updated with current anti-virus software, the latest browser versions and relevant security patches/updates
  • Use a firewall to protect your PC from hacking attacks
  • Do not send us any confidential account information via email
  • Make sure we have your correct email address and check your inbox regularly for new messages
  • Make sure we have your correct telephone number, in case we need to contact you about unusual activity on your account.
  • Beware of 'phishing' emails or texts. Do not respond to these messages or open any links or attachments within them. If you receive an email or text message you were not expecting, please contact us using a number you have verified as genuine. Click here for more information about phishing and smishing scams
  • Download ourProtect yourself from Identity Theft and Fraud (213 KB)  guide.
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