HELP PROTECT YOURSELF FROM FRAUD
Protecting you against fraud is our priority. We work tirelessly to keep your money and identity safe and to spot anything suspicious, but there are steps that you can take to help.
Don't Assume
Be wary if someone you know sends you a text or WhatsApp message from a new number saying their phone is broken and this is their new number. |
Always speak to the person to check this is genuine. |
The caller ID on your phone is easily spoofed. And just because someone knows some details about you, such as your bank account number, last four digits of your debit or credit card, or your broadband provider, this doesn't mean they're genuine. This information can easily be bought, researched or guessed. |
Take Five – if you weren’t expecting the call, tell the caller you'll call them back. Call back on a number you know, using a different phone if possible. |
Don't BELIEVE
We’ll NEVER call you to ask you for any codes or online banking details and we’ll NEVER ask you to send your money to another account – fraudsters might. |
NEVER approve payments you don’t know anything about, especially if you’re being asked to. A bank or service provider will NEVER call you unexpectedly and ask you to click on a link, enter commands into your phone or download software. This may give the fraudster access to your device or divert your calls to them. NEVER log in to your online banking at someone else’s request. |
ALWAYS CONFIRM
If you’ve been contacted out of the blue, the person might not be who they say they are. |
If you're not sure who you're talking to, call them back on a number that you know and trust, using a different phone where possible. Always check payment details are correct, as emails and messages can be easily faked, and the bank details in them changed to fraudulent accounts. Call the person you’re paying on a trusted number to confirm the payment details. And NEVER ignore the confirmation of the payee if it doesn’t match. If we do call you unexpectedly, ask the caller for your challenge word. If they can’t provide it, don’t accept any excuses and HANG UP right away. |
THE BASICS
- Never disclose your PIN or online security codes to anyone. We will never, ever, ask you for them by phone, text or email
- Be wary of clicking on links or attachments in emails, particularly if you are not expecting to receive it
- Install anti-virus/firewall software on all of your devices (e.g. computers, tablets, phones) and update it regularly
- Remember that caller display cannot always be trusted. Callers may not be who they say they are. If in doubt, hang up and call Coutts on a number you recognise from a different phone
- Choose strong passwords and do not use the same PIN and password for everything
- Keep your bank updated with changes to your contact details
- Check your statements and report anything you do not recognise
- Securely store financial and other valuable documents, such as your passport
- Ensure you dispose of documents diligently (for example, use a cross-cut shredder to destroy statements when no longer required)
CHALLENGE WORD
This is an agreed word or phrase, so you know that a call from us is genuine. If you haven’t set up your challenge word already, simply contact your banker or speak to Coutts 24 on 020 7957 2424. They'll give you a form to complete to set up your challenge word. All calls with Coutts are recorded for training and monitoring purposes.
Setting up a challenge word acts as an extra layer of protection and helps reduce the chances of you becoming a victim to any scams and potential losses.
HOW TO USE IT
If you get an unexpected call from us, you should ask for your challenge word.
CALLER: “Hello, it’s Alex calling from Coutts.”
YOU: “Hello Alex, just so I know you’re from Coutts, could I have my challenge word please?”
CALLER: “I’m sorry, my system isn’t working properly today so I can’t access it, but I can give you the last four digits of your credit card.”
YOU: “I’m sorry, I won’t talk to you until you can give me my challenge word.”
YOU: HANG UP.
This is an agreed word or phrase, so you know that a call from us is genuine. If you haven’t set up your challenge word already, simply contact your banker or speak to Coutts 24 on 020 7957 2424. They'll give you a form to complete to set up your challenge word. All calls with Coutts are recorded for training and monitoring purposes.
Setting up a challenge word acts as an extra layer of protection and helps reduce the chances of you becoming a victim to any scams and potential losses.
HOW TO USE IT
If you get an unexpected call from us, you should ask for your challenge word.
CALLER:
“Hello, it’s Alex calling from Coutts.”
YOU:
“Hello Alex, just so I know you’re from Coutts, could I have my challenge word please?”
CALLER:
“I’m sorry, my system isn’t working properly today so I can’t access it, but I can give you the last four digits of your credit card.”
YOU:
“I’m sorry, I won’t talk to you until you can give me my challenge word.”
YOU:
HANG UP.
Scams can have a devastating impact, so it's important you understand the risks of making payments to potential scams.
Please read our tips before proceeding with any payments.
| I've been asked to transfer money unexpectedly | Who has asked you to transfer money?
Fraudsters may contact you pretending to be from the Bank, the Police or other organisations you trust and ask you to transfer money to another account.
Remember: A bank or genuine organisation will never contact you out of the blue asking you to move your money to keep it safe. |
| I'm making an investment | Before you make the payment, consider whether this opportunity is genuine.
Scammers will do their homework and make it their business to know as much about you as possible, this doesn't mean the offer is genuine.
Companies may contact you out of the blue by texting or cold-calling you, or they may send you a brochure offering an amazing investment opportunity.
Remember that professional-looking websites don’t mean the investment is genuine.
Credible investment firms won't cold call you - something the FCA is working hard to stop.
Always research the investment being offered and make sure the company behind it is legitimate and not listed on the FCA warning list. If you’re not sure, please call your banker or financial adviser before making an investment.
And remember, if it sounds too good to be true it probably is. |
| I'm paying for a service or making a purchase | Always double check the bank details of the person you’re paying by contacting them on a number you can trust.
Fraudsters can intercept emails and invoices and change payment details. If you send money to a different account than the one you intended it can be very difficult for us to recover it and you may lose your money.
Fraudsters trick people into paying for goods that don’t exist. They also use cloned websites with slight changes to the website address to make you think you’re using a genuine site.
If you're using a website for the first time, make sure you research it thoroughly. Always stay within the website to make a payment and ignore any discounts offered to you to send the money direct. |
| I'm sending money to someone I've never met | Always ask yourself how well you truly know the person and how reliable they are.
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| Are you amending payment details? | Fraudsters may contact you and ask you to change details of a saved payee.
Always check that payment details are correct, as emails, invoices and messages can be easily faked, and the bank details in them changed to a fraudsters account. Call the person you’re paying on a trusted number to confirm the payment information. And NEVER ignore the confirmation of payee warning if it doesn’t match. |
| Further information and support | Never be pressured into transferring money. If you're unsure, we suggest you take a day or two to think about what's being asked and talk it through with someone you can really trust.
To reach the Coutts team, call 020 7770 0011. All calls with Coutts are recorded for training and monitoring purposes.
Take Five is a national campaign that offers straightforward and impartial advice to help everyone protect themselves from preventable financial fraud. Visit the Take Five website here. |
- Installing Antivirus - helps to stop threats by scanning your device and looking for suspicious files. Install anti-virus software on all of your devices (e.g. computers, tablets and phones) and update it regularly
- Installing a Firewall – hides your computer from attackers and helps stop criminals getting data in and out of your computer
GENERAL ONLINE FRAUD TIPS
- Ensure that your operating system and software are kept up to date.
- Anti-malware applications/software is able to assist recovery of your device or remotely wipe its data.
- Always enable PINs or password to access your device in the event that it is lost or stolen.
- When making purchases online only use secure websites - those with an address beginning with https:// and where the padlock symbol is displayed.
- Be wary of clicking on links or attachments in emails, particularly if you were not expecting to receive it
- Not all phishing e-mails are sent to large groups of random people.
- Spear-phishing is a term used when fraudsters target a specific individual with an email and attachment that the target is more likely to open as it will typically contain something of interest.
- For example, an email purporting to be from your gym with changing opening times, or a parcel that could not be delivered to you.
- Never provide your personal details, including your card details, online username or passcodes in response to an email or telephone call.
- CouttsID offers an easier and more efficient way of logging into our digital services, authorising payments and making changes to your contact details. CouttsID replaces the need for a smartcard/card and card reader. To find out more on how to register please visit coutts.com/digital.
USING SOCIAL MEDIA
Criminals may catch you out with phoney promotional deals or competitions through social media platforms such as WhatsApp, Facebook and Twitter. You'll be asked to click on a link and enter details. Scammers also use social media profiles to gather information about you and use it to sound more convincing.
HOW TO PROTECT YOURSELF WHEN USING SOCIAL MEDIA
- Be aware what personal information you share on social networking sites - i.e. your date of birth.
- Children can be targets who unwittingly reveal personal information, such as birthdays, schools, holidays and pet names to 'friends'.
- Media and press interviews can be used to quickly build up a picture of an individual, when taken with information available through social media.
- Don't let your audience know if you're going away on business or holiday.
- Be aware of what friends post about you and your family and what you are up to.
- Be aware that sites such as Instagram, Pinterest and YouTube can carry the same risks as Facebook and Twitter.
- Understand your security settings and who you're sharing your information with.
