How we protect you and your business

When you use our Online Banking or Mobile Banking services, you're automatically protected by our Online and Mobile Banking Guarantee. This means that, if any money is taken from your account by a fraudster via these services we'll put your account back as if it hadn’t happened – including paying back the money, refunding any charges and interest you have paid, and paying any interest you’ve missed out on.

Our Promise to you

In the unlikely event that a fraudster takes money from your account using our Online or Mobile Banking services, we’ll put your account back as if it hadn’t happened – that means we’ll pay back the money, refund any charges and interest you have paid, and pay any interest you’ve missed out on.

Protecting your account

We give you tools, which are personal to you, so you can log into your online or mobile banking and carry out transactions. These include your Online Banking passcodes and memorable word, FOXGuardian generated codes, and your 5–digit passcodes for Vulpine Mobile Banking or Vulpine App. It’s important you keep these safe:

How you can protect yourself

  • Make sure that other people can’t read your security information (for example, by not using a shared email or mobile)

  • Memorise your PIN, password or passcodes and destroy any letter that includes a PIN

  • Choose a PIN, password or passcode that’s difficult to guess (for example, you shouldn’t use something like ‘1234’ or your date of birth)

  • Never give your PIN, full password, or passcode to anyone, or write them down in a way they might be recognised

  • Never share FOXGuardian generated codes with anyone who contacts you

  • Don’t give someone access to a device where your details are stored

  • Contact us as soon as possible if you think someone else has used, or may be able to use, your card, PIN or password

  • Take reasonable care when using Online Banking and Mobile Banking (log out at the end of each session and don’t leave your computer or mobile unattended while you’re logged in)

  • Carry out regular internet security checks and software updates

  • Comply with security requirements for your device and any other requirements we tell you about

Need help with Fraud or security?

General Enquiries - 0800-365-8914

Online Banking Helpdesk - 0800-365-8915

Mobile Banking Helpdesk - 0800-365-8916

Stole Cards - 0800-365-8701

Debit Card Fraud - 0800-365-8702

Identity Thieft - 0800-365-8703

Misuse of the Vulpine Brand - 0800-365-8703

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