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Ways we keep you safe

Fraudsters are constantly becoming more intelligent with the ways they commit crimes.  Therefore, protecting you and your money is an absolute priority for us.

To better defend you and the wider financial system from financial crime, we are making significant investments in technologies, processes and in our people.

We want to ensure that you feel secure and educated against one of the fastest growing types of crime in the UK.  So, if you don’t feel sure when speaking to someone you don’t know, or you have received digital correspondence that you aren’t happy about, contact us.

This page gives you an overview of ways we keep you safe, you can also learn more about our approach to fraud prevention and about the ways you can keep yourself safe.

    • Our App is protected with 2 factor authentication, which means we check that it’s only ever you, and your device logging on. You can be sure your money is seriously secure. 

    • Card security

      We use extensive fraud detection systems to monitor card activity, which means that we may carry out certain checks on transactions - and we might need to contact you to confirm things every now and then.

      To do this we may send you a text message to confirm whether a card transaction has actually been made by you, or we might ask you to contact us regarding activity on your account. Our fraud texts alerts will include information about the card transaction and will ask you to reply only Y or N. Based on your response, we will unblock or block your card immediately. We won’t ask for any personal details or security information, and you should never respond to any text asking for this.

      To make sure your money is as secure as possible, we need your up to date mobile number. To update your mobile phone number select ‘Profile’ in our App, or give us a call.

      We use extensive fraud detection systems to monitor card activity, which means that we may carry out certain checks on transactions - and we might need to contact you to confirm things every now and then.

      To do this we may send you a text message to confirm whether a card transaction has actually been made by you, or we might ask you to contact us regarding activity on your account. Our fraud texts alerts will include information about the card transaction and will ask you to reply only Y or N. Based on your response, we will unblock or block your card immediately. We won’t ask for any personal details or security information, and you should never respond to any text asking for this.

      To make sure your money is as secure as possible, we need your up to date mobile number. To update your mobile phone number select ‘Profile’ in our App, or give us a call.

    • Confirming online card payments

      When you use your first direct credit or debit card online we may ask you to confirm the payment by entering a one-time passcode. This means it’s more difficult for fraudsters to make payments without your knowledge. Find out more about how we keep your card safe when you’re using your card online.


      It’s really important that your mobile phone number is up to date so you can receive one-time passcodes.

      For details on how we will use your personal information, please see our Privacy Notice.

      When you use your first direct credit or debit card online we may ask you to confirm the payment by entering a one-time passcode. This means it’s more difficult for fraudsters to make payments without your knowledge. Find out more about how we keep your card safe when you’re using your card online.


      It’s really important that your mobile phone number is up to date so you can receive one-time passcodes.

      For details on how we will use your personal information, please see our Privacy Notice.

    • Secure sessions and timeout

      Look for the 's' in the https:// and a closed padlock symbol in the address bar, to be sure you're in a secure, encrypted session. We'll also log you out automatically if you stop interacting for a while.

      Look for the 's' in the https:// and a closed padlock symbol in the address bar, to be sure you're in a secure, encrypted session. We'll also log you out automatically if you stop interacting for a while.

    • Encryption and technology

      We encrypt all personal data into an encoded form before it's sent over the internet, stopping unauthorised users reading it. We can't specifically disclose all our layers of security (for obvious reasons), but there's a lot of them and, working together, they're a pretty solid defence.

      We encrypt all personal data into an encoded form before it's sent over the internet, stopping unauthorised users reading it. We can't specifically disclose all our layers of security (for obvious reasons), but there's a lot of them and, working together, they're a pretty solid defence.

    • 24/7/365 security experts

      As we are part of HSBC, with operations all around the globe, you know you're in safe hands. If you're worried about any element of banking security or need help setting up anything to do with security, just give us a call on 03 456 100 100.

      As we are part of HSBC, with operations all around the globe, you know you're in safe hands. If you're worried about any element of banking security or need help setting up anything to do with security, just give us a call on 03 456 100 100.

    • Our guarantee

      In the unlikely event that there's any funny business going on in your account and money is taken without your say so, in most circumstances we'll reimburse you in full - please see your account Terms and Conditions for more details.

      All we ask is that you take all reasonable precautions to keep your security details safe, like making sure no one can see them when you log on and not writing them down in a way that can be easily understood by someone else. You mustn't act fraudulently or let anyone else log on with your details.

      In the unlikely event that there's any funny business going on in your account and money is taken without your say so, in most circumstances we'll reimburse you in full - please see your account Terms and Conditions for more details.

      All we ask is that you take all reasonable precautions to keep your security details safe, like making sure no one can see them when you log on and not writing them down in a way that can be easily understood by someone else. You mustn't act fraudulently or let anyone else log on with your details.