Guidance to help you follow best practice and identify red flags so you can protect yourself from fraud – on your devices, online and in everyday transactions.
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How to protect yourself from fraud
Best practice
Here is some advice to help you avoid fraud:
- never disclose your PIN or online security codes to anyone — we will never ask you for them by phone, text or email
- choose strong passwords and do not use the same PIN and password for everything
- install anti-virus, anti-malware and firewall software on all your devices (computers, tablets, phones) and update them regularly
- register for biometrics
- beware of engaging with unsolicited digital content or attachments in emails, particularly if the email is unexpected
- keep Coutts and all your financial service providers updated with changes to your contact details
- check your statements regularly and report anything you do not recognise
- store financial documents safely and destroy unwanted ones with a cross-cut shredder
- store all valuable personal documents, such as your passport, securely
- never approve payments you don’t know anything about
- when setting up a new payee, always check that the payment details match — call the person you’re paying on a trusted number to confirm
- remember that caller display cannot always be trusted and callers may not be who they say they are— if in doubt, terminate the call immediately
- only shop on websites displaying the lock symbol — the address should start with https//:.
Someone asks you to log in to online banking.
You are asked by someone by phone or on email to send money to a 'safe' account.
You receive an unexpected call or email asking you for personal details, card details, your online username or passcode.
You receive an unexpected call or email asking you to engage with unsolicited digital content, enter commands into your phone or download software.
Someone requests remote access to your computer after an unsolicited call, email or text.
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.
Payment details don't match.
Set up your challenge word
Your challenge word is an agreed word or phrase that you should use if you receive an unexpected phone call purporting to be from Coutts. Simply ask the caller to say your challenge word.
Your challenge word is an extra layer of protection which can help reduce the chances of you becoming a victim of fraud.
Your Private Banker is your first point of contact for setting up enhanced security measures, including your challenge word, or alternatively you could speak to Coutts 24. We will send you a form to complete to set up a challenge word.
Something not quite right? PAUSE
The acronym PAUSE can help you identify the behavioural tactics fraudsters commonly use for their scams. Keep it in mind when you spot a red flag.
Purpose
What are they saying to get your attention?
Example: Your details have been compromised.
Authority
Who are they claiming to be?
Example: We're from your bank/a well-known brand.
Urgency
Why do you need to do this now?
Example: Act now or your money will be at risk.
Scarcity
Why you can't afford to wait
Example: Get unique access to limited tickets.
Emotion
What could happen if you don't do as they say?
Example: Your family could be at risk.
Stay safe on social media
If you use social media platforms, consider the following:
- fraudsters use social media profiles to gather information about you and use it to sound more convincing
- you may be targeted with fake promotional deals or competitions, and asked to engage with unsolicited digital content which asks you to enter your details. If in doubt, don't
- be careful what personal information you post, such as your date of birth
- avoid disclosing travel plans publicly, as this may increase your vulnerability to scams
- children can be targets who unwittingly reveal personal information such as birthdays, schools, holidays and pet names to 'friends'
- be aware of what friends post about you and your family, where you are and what you're doing
- media and press interviews can be used to build up a picture of an individual, which fraudsters can combine with information from social media to trick you
- always understand your security settings and who you're sharing your information with.
Useful links
A directory of online resources on fraud, protecting yourself and how to report a crime.
Fraud websites
Action Fraud
The UK's national fraud and internet crime reporting centre, Action Fraud provides a central point of contact for information about fraud and financially motivated internet crime.
Take Five to Stop Fraud
A national campaign that offers straightforward and impartial advice to help everyone protect themselves from preventable financial fraud.
Get Safe Online
The UK’s leading source of unbiased, factual and easy-to-understand information on online safety.
Friends Against Scams
This National Trading Standards (NTS) Scams Team initiative aims to prevent people becoming victims of fraudulent activity by empowering communities.
Bank Safe Online
The UK banking industry group is a good source of information on phishing, money mules and trojans.
Credit check agencies
Equifax and Experian provide reports which you can use to understand, manage and control your credit score.
Other resources
CIFAS
Fraud prevention services for individuals and organisations using the latest technology.
Citizens Advice
Free, impartial, independent advice on fraud and other consumer and legal topics.
Financial Conduct Authority (FCA)
The FCA regulates the financial industry in the UK.
Financial Services Register
A public record of all firms, individuals and other bodies regulated by the Financial Conduct Authority (FCA).
UK Finance
How financial services firms can help if you are a victim of financial abuse.
Have I Been PWNED?
Allows you to search data breaches and see if your email address or phone number has been compromised.