Useful information

Protecting yourself

Phishing e-mails

This is the name given to e-mails that claim to be from your bank or other financial organisations but are actually sent to you by fraudsters. These e-mails typically urge you to click on a link that takes you to a fake website which is often identical to the one you would expect to see. You are then asked to verify or update your personal security information. The fraudster who has created the fake website will then have your security and other personal information. A genuine organisation will never send you this type of e-mail.

These e-mails aren't normally addressed to you by name; they are sent to millions of recipients in the hope that some will respond. The aim of the e-mail is to trick you into providing your details.

This practice is likely to be an increasing menace and you are advised NOT to go to any website and input any password or other banking details as a direct result of an e-mail request; banking details includes credit/debit card and PINs requested via e-mail.

N&P will never send you e-mails asking you to update your security.

We will never ask you to verify information such as validating or updating an account, or confirming your security details i.e. password, card number, PIN, by e-mail, phone or text.

If you receive any e-mails claiming to be from Norwich & Peterborough (or YBS Group) asking for security details, DO NOT REPLY and DO NOT FOLLOW any of the instructions in it, even if the tone of the email suggests that action is required urgently.

If you receive a suspicious email, please forward it to us at phishing@emis.ybs.co.uk. We won't be able to respond to each message individually, but each message we receive will be looked into and we will take steps to close down any fake websites we identify. 

Trojans

Trojans are usually received in e-mails that may contain files, pages or attachments to open. Once opened, they can secretly install a program that can monitor your online activity, down to what keys you're pushing on your keyboard.

This could mean the next time you enter your credit/debit card details on your favourite online shop, the fraudsters would be alerted. This is one of the reasons why it is important that your computer security is kept up to date.

Money mule/additional income e-mail scam

One of the many scams around involves someone offering, via an e-mail or website; to pay funds into your account on the understanding you then transfer them overseas. In return, you supposedly get a commission. Some of these want an up front deposit; once you have paid, you will never hear anything again and more likely than not have lost your money.

Many of these scams also involve the proceeds of fraud and you should ignore the request. Any customer that participates may well become involved in a police investigation and we could close any account involved in this scam. The golden rule for all of these e-mails is that if it looks too good to be true, it probably is a con.

To help prevent identity fraud happening to you:
  • Shred any documents that contain personal details e.g. old bank statements, letters bearing personal details, utility bills, credit card statements etc before disposing of them.
  • Ensure you are receiving your mail. Fraudsters may try to put a redirection on your post in order to obtain personal information. If you are expecting something through the post and it does not arrive, check your details with Royal Mail.
  • Ensure that if you move address, you notify all companies of your new address immediately. The Royal Mail redirection service should be used in addition to updating your address with the companies.
  • Check your credit report on a regular basis. This is one of the best ways to ensure that no one else is obtaining credit using your identity. For more information visit www.equifax.co.uk, www.experian.co.uk or www.callcredit.co.uk
To help prevent card fraud happening to you:
  • Don't divulge your PIN to anyone
  • Don't allow anyone else to use your card.
  • Don't write your PIN down in any format.
  • Don't allow someone to offer you assistance when using the ATM.
  • Use an ATM which is in a well lit and busy area.
  • Keep your card in your possession or in a secure location.
  • Look around you before using the ATM. If any devices are fitted to the  machine it is likely that the people who installed it are watching the machine. If anyone in the area appears to be acting suspiciously do not use the ATM machine.
  • Check the card reader slot and PIN pad for signs of devices being fitted or tampering. Do not use the machine if there is an overlay on the PIN pad or if anything else seems suspicious.
  • Stand close to the ATM and and use your spare hand to cover up the key pad when entering your PIN.
  • Make sure you secure your cash, card and receipt before leaving the ATM.
  • Report any suspicions to the financial organisation which owns the machine immediately. If you suspect that the ATM is not working properly, press cancel and remove your card.
  • We recommend that you take at least two forms of payment method with you when you go on holiday e.g two of credit card(s), debit card(s), travellers cheques, foreign currency.
To help prevent cheque fraud happening to you:
  • Don't keep your chequebook and cheque guarantee cards together.
  • Keep your cheque book in a secure location.
  • To help prevent fraud clearly write the name of the person you are paying a cheque next to the word 'payee'. Never make the cheque payable to only the name of a financial institution, always write the name of the account holder or their account number as well.
  • When Norwich & Peterborough calls customers we verify that we are talking to the correct person by asking security questions including personal details. If you have a telephone password set up on your account we will only ever ask you for random characters of this password, not the complete password.  If you do not have a telephone password, then we will ask other security questions.
  • Know who you are talking to before disclosing any personal information. If you are called by us or any other organisation and you want to be sure that it is a legitimate caller before giving out any security information, ask for the caller's full name, department and full contact number. You will then be able to contact us on our telephone number, which you can obtain independently from directory enquiries or ring us on 0345 300 2522 and ask to be transferred to the person who called you.
  • Make sure Norwich & Peterborough has your up to date residential address and/or e-mail address.
  • Make sure Norwich & Peterborough has an up to date contact number for you in order that we can phone you if we have concerns about a transaction on your account.   
  • Log off when you have finished using any secure website you have been logged into. Check your online accounts regularly and report any unusual or suspicious transactions to us immediately. If you use an account aggregation service or "money manager" (where you use one company to store all of your financial balances), you may be liable for any fraud or mistakes that happen on your accounts as a result.
  • Never reveal your passwords to anyone or write them down. 

More tips on protecting yourself against fraud

CIFAS is the UK's fraud prevention service and further information about protecting yourself and what to do if you are a victim of identity theft can be located on their website www.cifas.org.uk.

The CIFAS website gives details of the CIFAS Protective Registration service, which can be used if you believe your identity may be misused, for example when documentation like your passport has been stolen. For more details, visit the CIFAS website.

For further advice and information on how to protect yourself from fraud, you may find the following websites helpful:

www.cardwatch.org.uk
www.visaeurope.com
www.royalmail.com
www.getsafeonline.org
www.banksafeonline.org.uk