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We've put together some of the more frequently asked questions about online security.
1. Cookies: Why do you use them?
2. Log-in: It's difficult to remember my details. What can I do?
3. Online: Someone has accessed my account online. What can I do?
4. Safety: Is the Internet a safe place to manage my money?
5. Secure: How secure is my info in Online Banking?
Question not here? Ask us another using our Ask a question tool.
1. Why do you use cookies?
Online Banking cannot be accessed unless cookies are enabled. We use session cookies to prevent unauthorised access to your account online. The cookies are stored in your browser and expire once you've logged out of Online Banking. Along with the application's programming, these cookies effectively ensure that once you've finished your Online Banking session, it cannot be re-launched until the full log-in process has been completed again.
We use permanent cookies stored on your hard drive. These are used to save your membership number and surname on your computer so you don't have to type them in every time you use Online Banking. You can save these details when you log-in.
We also use permanent cookies to record the pages you visit as you look around our site. We don't analyse this information at an individual level but instead use information from across our user base to create an overall picture of how our customers visit our site. This helps us to improve our service. Read more about our cookies policy.
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2. I find it difficult to remember log-in details. What can I do?
To make log-in easier, you can save your membership number and surname when you log-in. Next time you log-in these membership details will be displayed so you won't have to type them in again. These are only one part of your log-in details so it's safe to do this.
When you log-in you will also have to enter your five-digit passcode and select two random letters from your memorable word. As this is a security check, you must never write down or reveal these details to anyone. To make it easier to remember, choose a memorable word that is linked to events, places or names that are personal to you (but try to avoid obvious ones like the name of your partner).
You can change your five-digit passcode and memorable word to something easier to remember once you've logged in by selecting Customise My Site from the left-hand menu.
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3. What should I do if I think someone has accessed my account online?
If you think this has happened, call the Online Banking Helpdesk on 0845 600 2323* immediately. If you've lost your membership or passcode details they will replace them.
If you suspect anyone has used your Online Banking account without your permission, talk to the helpdesk rather than ignore your suspicions.
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4. Is the Internet really a safe place to manage my money?
Yes, as long as you follow the basic steps outlined in advice on stay safe online. Our Online Banking Guarantee protects you should you suffer any losses from Internet fraud.
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5. How can I be sure my information is safe in Online Banking?
We've taken extensive steps to ensure that your information is kept securely and that Online Banking is safe for our customers. We use the latest technology for our Online Banking service and have a team of experts who keep up to date with developments in online security.
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To find out more about online security, check the following:
Expert advice from Get Safe Online
What you can do when using Online Banking
Latest alerts and advice from Banksafe Online
Microsoft security tips
* Read call charges info. Lines are open every day 7am-11pm (UK time). To maintain a quality service, we may monitor or record phone calls.
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