General advice

Ensure that the equipment you are using to access our online services cannot be overlooked by another person (much as you would do whilst entering your PIN into an ATM)
When you have completed your transaction or wish to take a break, log-off the service and close down your Internet browser
It is best not to use a public computer to access your online accounts because you cannot be certain that the public computer is secure - it may be infected with a virus that will try to collect your password or other personal information, for example
Using an email account that is not shared with other family members will help keep your communications confidential
Log in regularly to check your account and tell us straight away if something is wrong
Make sure we have your correct contact details, including an up to date mobile phone and/or landline number and email address. Check your email inbox regularly for new messages.


  •  If you apply for one of our mortgages through the site or for one of our online accounts, do not pick a password that will be easily guessed, for example your telephone number or daughter's birthday. We have certain rules in place that make sure the password you choose is reasonably strong.
  •  Never reveal your password to anyone or write it down.

Using Third Party Providers

A third party provider or TPP provides different services to help manage your money or make payments online. An example of these services is an app or website where you can see a consolidated view of all your accounts with different banks and building societies in one place. In order to use these services you must give the TPP consent to access your account data. There are three types of TPP:

  •  Account Information Service Provider (AISP) - a third party to whom you grant consent to view your account(s), alongside your payment accounts from other banks and building societies.
  •  Card Based Payment Instrument Issuer (CBPII) - a third party to whom you grant consent to check if your account has available funds when making a payment.
  •  Payment Initiation Service Provider (PISP) - a third party to whom you may grant consent to make a payment on your behalf.

Find out more about at CBS.

When accessing your accounts or making a payment using an authorised Third Party Provider (TPP), make sure you take the following steps to protect yourself:

Check with us if your account(s) can be accessed through a TPP, before providing any personal/account details. A full list of eligible accounts can be found on our payment account services page.
Check with the relevant regulator whether the TPP is genuine before you use it. In the UK, this is the Financial Conduct Authority (FCA).
Ensure you use the genuine TPP’s website. Fraudsters often set up fake versions of websites in an attempt to obtain information.
 If you receive any communication from or about a TPP regarding account access or a payment which you have not authorised, contact us as soon as possible.
 If you are asked for any security details you are not normally asked for, check this with the TPP before providing any information.


Viruses can be a huge problem. You should use anti-virus software to protect your computer and minimise the risk that your personal details or information might be compromised by a virus. Make sure you set up your anti-virus software so that it regularly updates itself.



  •  A firewall is a device or piece of software that is designed to control the traffic passing between your computer and the internet
  •  Firewalls are a very effective security measure and limit how your computer can be accessed from the internet, which makes it harder for a hacker to attack it. Whenever you use the internet, you should have a firewall in place, especially if you're using a broadband internet connection


  •  Spyware or Ad-ware is a growing problem. Spyware is a term used to describe a type of programme that tries to collect information about you and your browsing habits, often without your knowledge or consent. People are normally tricked into installing spyware programmes
  •  There are a number of anti-spyware programmes available, many of which are free. It is a good idea to use an anti-spyware programmes to make sure your computer is clean

Latest fraud and scams updates

Further information to help you to protect

How we protect you online

An overview of the security measures we take
to protect you