Protecting Customers Money

Protecting our customer's money against the threat of identity theft, ATM and online fraud is a top priority for us. We protect our customers through an RBS group-wide system security platform, which invests in the most up to date preventative technologies to help combat fraud and ensure the highest standard of date security. The Group employs a dedicated internal fraud team to monitor and intercept fraudulent account activity. Recent anti-fraud initiatives include:

• Installing new anti skimming solutions to our ATM system to help in preventing criminal 'skimming' and 'cloning' of personal card details.
• Introducing 3D Secure, a system that gives extra protection for our customers when buying online using credit or debit cards.
• Operating real-time profiling, a system that checks for any unusual transactions on customers’ accounts, to help us identify and prevent fraudulent transactions.

Providing information and guidance to customers is key in the fight against financial crime. Our customers can access information through our branches, from statement inserts, ATM messages, and and our Stay Safe and Secure resources online.

It is our policy to reimburse customers as quickly as possible for any losses genuinely suffered through fraudulent activity across their accounts. However, we do expect our customers to take reasonable care at all times to ensure the security of chequebooks, debit and credit cards and PINs.