Consumer protection

Criminals are using the circumstances of the ongoing cost of living crisis to exploit more UK customers through fraud and scams. Keeping our customers safe and secure is of paramount importance to us. Key highlights of activity during 2022 were:

Your Security Checklist

This new feature in the mobile app shows customers how to keep themselves safe when using the app, as well as sharing fraud and scam advice.

Targeting customers at high risk

Through the mobile app we can send messages to customers identified as being at high risk of scams.

Reporting Fraud

Customers can now report a suspected fraudulent debit card transaction using the mobile app.

LineBusy detection

We can see in real time if a customer’s mobile phone line is also being used while they make an online payment.  This might suggest a fraudster is coaching the

customer through the security questions. Through cross-industry data sharing we’re able to deploy enhanced fraud prevention strategies to help protect our customers.

Fraud and scams education

We continue to invest in education and are reaching tens of millions of customers with our awareness material. Our Money Mule campaign was covered in both local and national media as well as on Instagram and TikTok channels, reaching even more customers. We also teamed up with actor Simon Callow to create The Scammer House of Horrors – a series of tales of cons and frauds rooted in real-life scams, to help people learn to protect themselves against scammers. 

Mortgage roll-off window

To help customers secure a lower interest rate, we extended our mortgage roll-off window to six months. Customers can choose a product at any time during the window and still change to an alternative product if their circumstances change during the window. Customers who choose our tracker rate mortgage product can also switch to a fixed rate at a later date without paying an early payment charge.

Related content

Read more about how we are continuing to innovate and accelerate our digital transformation. 

Read more about how we support  customers who find themselves either in a vulnerable situation or caring for a loved one experiencing a vulnerability.

Read more about our aim to champion the potential of people and families at every stage of their lives.