Summary

How Does It Work?

Our Online Banking security guarantee protects your money when you play your role in ensuring online security. However, we need to verify that you have taken these precautions when banking online:

• You have not given your security details to someone else. These include:
  • Your username and PIN
  • 2-Factor Authentication (2FA)
  • Enhanced Second Factor Authentication
  • Additional Login PIN (ALP) via SMS or security token.
• You have followed our recommended security practices, adhered to the terms and conditions, and followed the data protection and privacy policy that apply to your account and online banking.
• You do not use an account aggregation service (a service provided by another company that allows you to view all of your bank details on a single website) or a similar service.
• You monitor records of your transactions regularly, and report discrepancies to us within 14 days from the date of your statement of account.
• You offer your full co-operation and provide all information needed to the bank and relevant authorities.
• The replacement of your funds is limited to the amount illegally transferred from your Online Banking account. This guarantee does not cover any other losses, including indirect, consequential or special losses, damages, expenses, legal fees or loss of opportunity.
• The guarantee will not apply where the transaction was carried out with your knowledge and consent, or where you have acted fraudulently, dishonestly or in a criminal manner, alone or with others.
• Investigations will begin the moment you inform us that your account has been compromised.