Fraud and Security

Helping you stay safe and secure online

On this page

How can we help you?

What to look out for

Spotting scams

Don't recognise a transaction?

How we work to protect you

Free anti-virus software

Confirmation of Payee

How to report fraud

How can we help you?

I think I've given my online banking details to someone Close

I think I've given my online banking details to someone

You should never give your online or mobile banking security details to anyone else, including your Customer Number, full PIN, full password or card reader codes.

If you've given any details out or think you may be the victim of fraud or a scam, we want to help as quickly as possible.

Jersey
01534 282850
From abroad: +44 (0) 1534 282850
Relay UK: 18001 01534 282850

Guernsey
01481 703860
From abroad: +44 (0) 1481 703860
Relay UK: 18001 01481 703860

Isle of Man
01624 637190
From abroad: +44 (0) 1624 637190
Relay UK: 18001 01624 637190

Gibraltar
200 77737
From abroad: 00350 200 77737
Relay UK: 18001 00350 200 77737

Lines are open Monday to Tuesday 9am - 5pm, Wednesday 10am - 5pm and Thursday to Friday 9am - 5pm (except public holidays). Calls may be recorded.

Outside these hours, please call 0800 032 5963 or +44 131 339 7609 from abroad.

I don't recognise a transaction on my account Close

I don't recognise a transaction on my account

Checked your account and seen a debit card payment go out that you don't recognise? There can be a number of explanations for a transaction that you might not recognise immediately:

A company you know may be trading under a different name
A joint account / secondary cardholder that has made the payment
A free trial that has expired e.g. Credit Expert or Amazon Prime
A regular payment e.g. Netflix

If you are still unable to recognise the transaction then please contact us to report suspicious activity on your account.

I think I've lost my debit card Close

I think I've lost my debit card

Can't find your debit card? Not sure if it's down the side of the sofa or if you've dropped it at the supermarket?

With our mobile app or online banking you can freeze your debit card instantly so it can't be used until you find it again. When you find your card you can remove the block and use it exactly as before.

How do I freeze my debit card?

I've been asked to create a payee within online banking Close

I've been asked to create a payee within online banking

Fraudsters can be very convincing and make you believe that the reason for your payment is genuine.

Never be pressurised into transferring money, always consider the purpose of the payment. If you're unsure, take time to think about what's being asked and talk it through with someone you can really trust.

Could creating the payee be part of a scam?

I haven't received goods that I ordered online Close

I haven't received goods that I ordered online

If you’ve contacted the retailer to resolve the issue and still need our support, you can raise a dispute with the company.

How do I dispute a debit card transaction?

How do I set a payment limit on my accounts? Close

How do I set a payment limit on my accounts?

To provide you with extra protection against fraud and scams, you can manage your daily payment limits to suit your needs. The payment limits set the maximum amount you can pay across all services each working day.

The limits apply to payments made from your personal account to someone else and will not include bill payments.

How do I manage my payment limits?

What to look out for

Criminals are experts at impersonating people, organisations and the police, hoping you’ll let your guard down for just a moment. Stop and think. It could protect you and your money.

Stop

Stop and think before parting with your money or important information. Talk it through with someone you can really trust.

Challenge

Could it be fake? It’s OK to reject, refuse or ignore any requests. Only criminals will try to rush or panic you.

Learn more about spotting scams

Protect

How to report fraud

Take Five To Stop Fraud

Take Five is a national campaign that offers straight-forward and impartial advice to help everyone protect themselves from preventable financial fraud.

Take a moment to stop and think. It could protect you and your money.

Learn about Take Five

Spotting scams to stay safe

Criminals are always looking for new ways they can get you to part with your money and personal details, so it’s really important you know how to spot these fake requests and protect yourself.

Latest scams

Fraudsters always try to adapt and change their methods to get personal information and bank details from you.

Check out the latest scams

Spotting scams

Stay one step ahead of the fraudsters with our helpful hints and tips on how to protect yourself from scams that you should be aware of.

Learn how to spot scams

Free anti-virus software

Our partnership with industry leader Malwarebytes adds an extra layer to your digital security.

Available to NatWest International Personal, Premier and Business customers registered for online banking.

More about free anti-virus software

Don't recognise a transaction?

Checked your account and seen a payment go out that you don't recognise? Before reporting it as fraud, there are a few things you can do which may help.

Card payment support

How we work to protect you

Some guides on security to help you stay safe online with details of other websites that can give you the knowledge to protect yourself from fraud and scams.

One Time Passcode

We help protect your card against unauthorised use when you shop online by requesting a One Time Passcode on certain transactions.

How it works

Mobile banking security

As mobile usage grows, enhanced mobile security is essential. We help by doing everything we can to keep our mobile app safe.

Mobile banking security

Secure Banking Promise

Whether you’re banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise.

Our Secure Banking Promise

Confirmation of Payee

Confirmation of Payee is an account name checking service that reviews the name of the account holder you intend to pay against the details held by the payee’s bank, giving you greater confidence you’re paying the right person.

Using Confirmation of Payee

Further support

Become a Friend Against Scams

Friends Against Scams aims to raise awareness of fraud and scams, encourage people to take part in short online training sessions and make a commitment to spread the fraud protection message to family and friends.

Friends Against Scams website