We’ll never ask for your Internet Banking password, login details or PIN. If you receive any request for this information report it to:
- Our customer service team, on 0345 845 0829. Lines are open 8am to 6pm Monday to Friday; or
- Action Fraud, on 0300 123 2040. Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.
Action Fraud will be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.
Access to your account information requires the entry of your personal Customer ID, Password and PIN Number.
We’ll post your Customer ID and Password details separately to your home address. The first time you log in to Internet Banking you’ll be prompted to change your Password and create a five digit PIN Number. It’s important you remember your Customer ID and your newly created Password and PIN Number, as you’ll need this information to log in to your Internet Banking account.
Keep Passwords and PIN Numbers safe by:
- Not writing down or storing your Password or PIN Number on your computer.
- Not giving anyone else access to your password or PIN Number. We’ll never contact you to ask you for this information — if you get an email or a phone call asking for this information, a fraudster is at work.
- Changing your Password or PIN Number immediately if you think that someone else knows it — you can do this by logging on to Internet banking and selecting the ‘Change my security details’ option in the left hand menu.
Make sure your Password is secure
Choosing a ‘strong’ 8 to 16 character password for Internet Banking and changing it regularly. Use a mix of letters and numbers (like c4t or d0g), that you can remember without writing down. And avoid using words that may be easy for others to guess, such as the name of a family member or pet.
Important security advice
You can also visit the Get Safe Online website, which provides independent expert security advice created with the UK government and the Serious Organised Crime Agency. You can find out more about how to protect yourself against online threats such as unwanted email, viruses, spyware and popups as well as online fraud such as pharming, phishing and identity theft.
Be careful where you log in
We strongly advise you not to use Internet Banking on publicly accessible computers, in places such as Internet cafes, as they are not always secure.
Don’t choose or change your password or PIN number on a computer in a public place.
If you are using Internet Banking in a public place, don’t leave the computer unattended while you are logged in to Internet banking, and take care that no-one is watching what you type.
Always log out
Always click ‘Logout’ when you’ve finished using Internet Banking wherever you are, and always close your browser. This will prevent others from gaining access to your accounts online.
Site certificates form an essential part of providing reassurance that the site you are visiting is genuine. A site certificate shows you that a secure connection has been established and secure communication can take place. It will also demonstrate that you are not being tricked to enter your details on a fraudulent website.
There are two ways you can see if you have a secure connection. Once a secure connection is established:
- The first few characters of the web address in your address bar will change from the usual http to https — the ‘s’ stands for secure.
- You’ll see a little padlock icon, in the locked position, appear in the bottom right-hand corner of your screen.
Check for a secure connection every time you log on to internet banking. It helps to keep your data safe.
What do I do if I receive a suspicious email (phishing)?
We may occasionally email you, however we will never email you requesting your Internet Banking login details or direct you to a web page that asks for this information.
You can help protect yourself from fraudulent emails by:
- never responding to suspicious emails,
- checking for your name at the top of the email — fraudsters are unlikely to address you personally
- never disclosing your Internet Banking (or Telephone Banking) login details
- using up-to date anti-virus and personal firewall software.
If you receive an email that looks like it may be from Scottish Widows Bank but you suspect is fraudulent, please forward a copy by email.
This information will be used to help reduce online fraud.
Internet Banking promise
Scottish Widows Bank will refund any losses you incur in the unlikely event that your Internet Banking account is affected by online fraud, provided you have taken reasonable care in respect of your account and have taken appropriate steps to keep your password and PIN safe.
View last time you visited
When you log in to Internet Banking we display the date and time you last logged in to our service so that you can verify there has been no online activity since your last visit.
You’ll be logged out automatically from your Internet Banking account after 5 minutes of inactivity. This reduces the risk of anyone accessing your accounts if you leave your computer unattended or forget to log out.
If three consecutive attempts are made to log in using an incorrect Password or PIN Number, we’ll automatically disable access to your account. You can re-activate your account by contacting our customer service team on 0345 845 0829.
Support for you
If you suspect that your security details have been breached, please call our customer service team on 0345 845 0829. Our lines are open 8am to 6pm Monday to Friday. You can also change your PIN number and password online by selecting the "Security Information" option.
Please remember that we’ll never ask for your Internet Banking log in details by email, telephone or post.
Visit our security section to find out more about how to use the Internet securely and protect yourself from identity fraud.
Scottish Widows Bank is a trading name of Lloyds Bank plc. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales, no. 2065. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under number 119278.