Keep us up to date

Always tell us when you change your name, address, phone number or e-mail address (if this is how we communicate with you). If you’re moving house make sure you have your mail re-directed to minimise the chance of people obtaining your personal information and details. If we do not hold correct information we may make your account dormant to protect us both.

Make regular checks on your account

We recommend that you check your statement or passbook regularly. If there is an entry which seems to be wrong, you should tell us as soon as possible so that we can look into it. Regular checks on direct debits and standing orders will help you be sure the money is going where you want it to. If we need to investigate a transaction on your account, you should co-operate with us and the police, if we need to involve them.

Taking care

To minimise the risk of a fraudster impersonating you:-

• Make sure you have some form of personal identification you can present when making a withdrawal at one of our branches.
• If you suspect someone has stolen confidential documents or they have been lost or stolen tell us immediately.

In relation to your account documentation:-

The care of your cheques, passbooks, cards and other security information is essential to help prevent fraud and protect your accounts. Please make sure that you follow the advice given below:-

• Do not keep your cheque book and cards together.
• Do not allow anyone else to use your card, and do not tell anyone else your password or other security information.
• Always take reasonable steps to keep your card safe and other security Information secret at all times.
• Never give your account details or other security information to anyone unless you know who they are and why they need them.
• Keep your card receipts and other information about your account containing personal details (for example, statements) safe and get rid of them carefully.
• Take care when storing or getting rid of information about your accounts. People who commit fraud use many methods like ‘bin raiding’ to get this type of information. You should take simple steps such as shredding printed material.
• You will find the APACS website a helpful guide on what to do if you suspect card fraud (www.cardwatch.org.uk).

When you write a cheque, it will help to prevent fraud if you clearly write the name of the person you are paying the cheque to and put extra information about them on the cheque especially if you are not personally paying a cheque in directly (for example, because you are sending a cheque by post). If you are paying a cheque to a large organisation such as the Inland Revenue, do not make the cheque payable simply to that organisation. Add further details into the payee line (for example, Inland Revenue, re: J Jones, your reference xxxyyz). You should draw a line through unused space on the cheque so unauthorised people cannot add extra numbers or names. If you are making a cheque payable to a bank or a building society, do not make the cheque payable simply to that organisation. Add further details in the payee line, for example XYZ Bank, re J Jones, account Number You should draw a line through unused space on the cheque so unauthorised people cannot add extra numbers or names. This should help us to credit your account accurately, safely and efficiently.

What to do if you lose your cheque book, passbook or card

It is essential that you tell us as soon as you can if you discover, or even suspect, that:-

• Your cheque book, passbook or card has been lost or stolen; or
• Someone else knows your password or other security information.

The best way of telling us about the loss will usually be by phone, using the numbers we have given you, or by e-mail if we have given you an address for this purpose.

Online banking

Online banking is safe and convenient as long as you take a number of simple precautions. Please make sure you follow the advice given below:-

• Keep your PC secure. Use up-to-date anti-virus and spyware software and a personal firewall.
• Keep your passwords and PINs secret.
• Treat e-mails you receive with caution and be wary of e-mails or calls asking you to reveal any personal security details. Neither the police nor we will ever contact you to ask you to reveal your online banking or payment card, or your password information.