essential information
for your own protection
How to protect
yourself from
General fraud tips
2
Debit card security
Cash machine security
Online shopping security
SecureCard
4
5
7
Password and PIN security
8
Internet and mobile security
Cumberland Internet & Mobile Banking
and Pay2Mobile security
Additional Security Features
of Cumberland Internet
& Mobile Banking
9
16
Other types of fraud
Cheque fraud
Identity fraud
22
22
Financial crime is growing
fast and everyone is
a
target
. This leafl et
explains how you can
help protect yourself
from being a
victim of fraud
TOP 5 GENERAL FRAUDPROTECTION TIPS FOR CUMBERLAND CUSTOMERS
1. Always keep your cards safe and never leave them unattended.
2. Be cautious when using a cash machine if someone close by is behaving suspiciously. Avoid poorly lit machines when it is dark and look out for signs of tampering on a cash machine. 3. Never tell anyone else your
PINs/passwords/access codes/passcodes, and never write any of them down in a way which could easily be understood by someone else. 4. Be wary of unprompted phone
calls, emails or text messages asking you for personal information. Cumberland Building Society will never call, text or email customers for account information. 5. Regularly check your
statements for unfamiliar transactions and let us know immediately if you notice anything unusual. Always shred statements and all other confi dential documents before throwing them away.
TOP 5 TIPS FOR USERS OF CUMBERLAND INTERNET BANKING
1. Only ever logon from the link in www.cumberland.co.uk (or www.cumberlandbusiness. co.uk for businesses).
2. Never open or respond to any emails you receive claiming to be from Cumberland Building Society, unless it is in response to an email you sent.
3. Install fi rewall, anti-virus and anti-spyware on your computer, and make sure you keep them, and your operating system and browser, up to date and carry out regular scans.
4. If you have your own Wi-Fi hub (wireless facility), make sure it is securely confi gured. 5. You should not use public
computers to access Cumberland Internet Banking unless absolutely necessary, always ensuring your access details cannot be viewed by anybody else and you fully log out when fi nished.
ral fraud tips
2
TOP 5 TIPS FOR USERS OF CUMBERLAND MOBILE BANKING AND PAY2MOBILE
1. Check that your mobile devices are suffi ciently protected against the risk of downloading malware (malicious software) or viruses. 2. Always PIN-protect your mobile device and do not store your
Mobile Banking password or Pay2Mobile passcode on your mobile device. Always log out of Mobile Banking or quit the Pay2Mobile app when you have fi nished using it.
3. Avoid using public Wi-Fi and disable Bluetooth when using Mobile Banking and Pay2Mobile.
4. Only ever logon to Mobile Banking from the link www.cumberland. co.uk/Mobile and only ever download the Pay2Mobile app from the app stores we have approved.
5. Do not install the Pay2Mobile app on rooted or jailbroken devices (i.e. a handset which has had its default operating system restrictions removed).
3 2
Be wary of unsolicited calls/emails/text messages
• Never respond to any unprompted phone calls, emails or text messages asking you for personal or fi nancial information - you may be giving a criminal your details. • Cumberland Building Society will not call, text or email
customers for account information such as account number, personal identifi cation number (PIN), card details or logon details.
• Should you wish to verify the identity of a person claiming to be calling from the Cumberland Building Society, staff members are willing to answer any questions of a non-confi dential nature to assure you that the call is genuine.
• Alternatively you may wish to call us back to verify that the call originates from the Society. For calls originating from a branch, the number can be verifi ed in the telephone directory or on the Cumberland website (www.cumberland.co.uk).
• Meanwhile calls from the Society’s Head Offi ce can be returned via our Customer Service Team on 0845 601 8396 or 01228 403141, which can also be verifi ed in the telephone directory or on the Cumberland website (www.cumberland.co.uk).
Check your statements carefully
• Regularly check your statements for unfamiliar transactions.
• Check your receipts against your statements carefully. • Let us know immediately if you notice anything unusual
on your statements.
• If you’re expecting a statement in the post and it doesn’t arrive, please tell us. Equally, if you receive correspondence from Cumberland Building Society which you are not expecting, please let us know. • Remember, if you have Cumberland Internet and
Mobile Banking you can check your statements online.
Destroy unwanted fi nancial or personal paperwork securely
• Always shred documents such as bills, bank statements and receipts before throwing them away.
• Card details appear on some receipts so keep them safe or dispose of them carefully.
• If you don’t do this, criminals can fi nd out your name, address and other details by going through your household rubbish.
The remainder of this leafl et gives more specifi c advice which should be followed in relation to debit card security and online security, including the safe and secure use of Cumberland Internet & Mobile Banking, and Pay2Mobile. Please read this carefully before using your Cumberland debit card, Cumberland Internet & Mobile Banking, and Pay2Mobile.
DEBIT CARD SECURITY
DEBIT CARD SECURITY
Look after your debit cards carefully
• Never leave them unattended.
• Guard your cards – treat them in the same way that you would treat your cash.
• Don’t let them out of your sight when making a transaction. • Never allow someone else to
use your card.
CASH MACHINE SECURITY
Cash machines are a convenient and safe way to withdraw money and get information about your account. However, criminals do target cash machines, so please use this guidance to protect yourself and your money.
Choose a cash machine carefully
• Avoid poorly lit machines when it is dark.
• Be aware of others around you. If someone close by the machine is behaving suspiciously or makes you feel uncomfortable use another one.
• If there is anything unusual about the cash machine or there are signs of tampering, do not use the machine and report it to the building society, bank, Police or premises owner immediately.
Using a cash machine
• Give other users space to enter their PIN in private. We recommend standing about two metres away from the user in front of you until the person has completed their transaction. Some cash machines may have a ‘safety’ zone marking out this area on the ground around the machine.
• Do not accept help from ‘well-meaning’ strangers and never allow yourself to be distracted.
• Stand close to the cash machine and always shield the keypad with your free hand to avoid anyone seeing you enter your PIN.
• Once you have completed a transaction, discreetly put your money and card away before leaving the cash machine.
• If the cash machine does not return your card, report its loss immediately to your bank or building society.
ONLINE SHOPPING
Online shopping is an increasingly popular, convenient, and quick method of shopping. Millions of people shop online every day without any problems, and being aware of potential scams can help keep your card details safe online.
Register your card for Verifi ed by Visa (VbV)
Whether or not you shop online, in the wrong hands your card details can be used to shop online. To protect your card, you should ensure that you register your Visa debit cards for Verifi ed by Visa (VbV). This free service provides additional security and password protects your Visa debit card against unauthorised online use. Even if you do not shop online, it is important to protect your card. You can register your card in the following ways: • If you have internet access, register online using the link
on www.cumberland.co.uk or register whilst shopping at a VbV registered retailer.
• If you don’t have internet access, please phone our Customer Service Team to complete registration.
6
DEBIT CARD SECURITY
DEBIT CARD SECURITY
Do not respond to
unsolicited communications (known as phishing)
Phishing is a process used by fraudsters to acquire sensitive information such
as usernames, passwords and credit/debit card details by pretending to be a trustworthy company. Such communications claiming to be from banks or building societies are commonly used to trick people.
Phishing is usually carried out by email or instant messaging (but can also be carried out by text message, known as Smishing) and often directs users to enter details at a fake website which looks almost identical to the real one.
Cumberland Building Society will never send an email to your personal email address unless in response to an email you have sent.
If you receive such a request, you should forward it to the Society at [email protected] to allow us to investigate it. We would advise you also to forward it to [email protected]. Having done so, you should delete the request received and the two emails you have sent in forwarding it. If you believe you have disclosed personal security details on a phishing site, you should contact us immediately.
Only shop online using your personal computer/ mobile device
Although shopping ‘on the go’ in a public Wi-Fi area or using a public device may be convenient, the risks are greater and it is therefore best to avoid this. Stick to using your own computer or mobile device and only enter your card details whilst in your own personal Wi-Fi area.
Always use well known, reputable sellers
Ensure there is a physical address and telephone contact details for the company in case of any queries, and always check the sellers’ privacy policy and returns policy.
Only use secure websites
Some online shops are less secure than others and this can mean that your card data may be more vulnerable to fraud. You should only enter your card details onto webpages which show ‘https://’ in the address bar, and a locked padlock or unbroken key in the browser. Click on the padlock or key to check the seller is who they say they are. If you get a warning about a certifi cate be very cautious before continuing.
SecureCard
Cumberland Visa debit cards cannot be used anywhere in the world other than the
UK1 unless you inform us of the dates and destination of
your travel. So, if you wish to use your card abroad you will need to tell us so that we can allow your card to be used outside the UK. This only applies to transactions abroad where the card holder needs to be present i.e. cash machine transactions and retailer point of sale (so does not apply to online transactions from foreign retailers).
SecureCard helps to protect your account as a lot of fraud on UK bank accounts now happens when a debit card is ‘cloned’ and then used to make purchases or withdraw cash in foreign countries. SecureCard gives you the peace of mind of knowing that your money will be protected
from overseas fraud while you are in the UK.
URITY
tions
INTERNET BANKING
(Personal customers only - available 24 hours)
Go to the Other Services section, select the Using My Card Abroad button and follow the on-screen instructions.
MOBILE BANKING
(Personal customers only - available 24 hours)
Select the Using My Card Abroad button and following the on-screen instructions. BY PHONE Call us on 0845 601 8396 or 01228 403141 (+441228 403141 from abroad)2 IN BRANCH
Call into any of our local branches3
1 The Channel Islands, Isle of Wight and Isle of Man are part of the UK and not classed as abroad. 2 8am-8pm on
weekdays, 8.30am-4pm on Saturdays and 10am-4pm on Sundays. 3 See website for opening hours.
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You can set your card to be used in a foreign country for up to a maximum of 21 days at a time. All you have to do is remember to tell us the destination and
dates of your travels outside the UK in one of the following ways:
We recommend that you ensure we have your up-to-date landline and mobile telephone numbers at all times, and that you have our telephone number with you when you go abroad (+441228 403141)
INTERNET AND MOBILE SECURITY
You should never...
• write down or record your PINs/passwords/access codes/passcodes in a way which could easily be understood by someone else.
• choose a PIN/password/access code/passcode which could be easy for others to guess.
• allow anyone else to use your PINs/passwords/access codes/passcodes.
• tell anyone your PINs/passwords/access codes/ passcodes - this includes family, friends, Cumberland staff and the Police - you are the only one that should ever know them!
• Cumberland Building Society will never ask you for your PINs/passwords/access codes/passcodes.
CUMBERLAND INTERNET BANKING, MOBILE BANKING AND PAY2MOBILE SECURITY
For your own security and protection, it is important that you read the following advice before using Cumberland Internet Banking, Mobile Banking or Pay2Mobile. You will be required to confi rm that you have read this information when you logon to Cumberland Internet and Mobile Banking for the fi rst time. This advice is available to view at any time in the ‘Security & Privacy’ section of Cumberland Internet Banking.
Cumberland Internet Banking, Mobile Banking and Pay2Mobile enable you to manage your Cumberland Building Society accounts online in a secure and easy to use environment. The systems have been designed to protect you and your money, but you must also take precautions to ensure that your computer and mobile device are secure and that your personal details are kept safe.
Cumberland Building Society website
Cumberland Building Society only operates one website from which you can logon to personal Cumberland Internet Banking - www.cumberland.co.uk. Never use any other website claiming to be owned and operated by Cumberland Building Society, even though its name may be similar. Business users can only logon to Cumberland Business Internet Banking from www. cumberlandbusiness.co.uk.
Before logging on to Cumberland Internet Banking, and to make it easy for you to tell whether you are on
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PASSWORD AND PIN SECURITY
10 11
the valid Cumberland website home page, look for our ‘Secure Site’ icon which will always be displayed. If the web page is valid, the icon will display a green tick. In this case, you can safely proceed to logon to Cumberland Internet Banking. If the icon does not display a green tick, you should not proceed to logon.
Only ever logon to Mobile Banking from the link on www.cumberland.co.uk/Mobile. Cumberland Mobile Banking contains a ‘Secure Site’ padlock icon which will always be displayed. If the webpage is valid the padlock will be green meaning you can safely proceed to logon to Cumberland Mobile Banking. If the padlock is red, you should not proceed to logon.
When clicked, the padlock icon will take you to a website, which will provide you with confi rmation of the page’s validity. If you have any doubts, do not logon and call our Customer Service Team.
How to protect you and your computer
We strongly recommend that you take the following basic steps to ensure you and your computer are as secure as possible:
• Install and maintain a fi rewall to protect your computer from unauthorised access by others. A suitable security software package will include this facility.
• Install and maintain virus, anti-spyware and anti-adware software, and set it to scan your computer and all of its fi les automatically on a regular basis. Also, make sure it is set to scan all fi les on your computer as they are opened, in particular those you receive as email attachments. A suitable security software package will include this facility.
• Set up your computer to receive all updates to your browser, operating system and software automatically, in particular your security software referred to above. • Set your browser security settings to the highest
possible level which will allow you to continue using the internet as normal without blocking access. For guidance on how to do this, refer to the Help section of your internet browser.
• If you use a home wireless network, you should make sure your hub is secure by installing a Wi-Fi Protected Access (WPA) system. Also, make sure you enable any integrated fi rewall capabilities which may exist on the hub. Consult your Internet Service Provider and/or hub manufacturer for further details.
How to protect you and your mobile device
We strongly recommend that you take the following basic steps to ensure you and your mobile device are as secure as possible:
• Always follow the security advice provided by your handset manufacturer and network service provider. • Set up a password/PIN and inactivity lock. Most
mobile devices allow you to set up a password/PIN so that your phone can’t be used if it’s lost or stolen. You should also set your mobile device to lock after a period of inactivity (for example, 2 minutes). For guidance on how to set your password/PIN and inactivity lock, please refer to your mobile device manual.
• Keep your mobile software up to date. Make sure your mobile device’s operating system and browser are updated to the latest version including any security updates. Check your device manufacturer’s website for updates and downloads that could increase your device’s security.
INTERNET AND MOBILE SECURITY
INTERNET AND MOBILE SECURITY
• Install and maintain security software (where available) that is especially designed for smartphones and keep this up to date. Like computers, some mobile devices (in particular smartphones) are vulnerable to viruses.
• We recommend that you do not modify your mobile device (known as ‘jailbreaking’ on an iPhone or ‘rooting’ on Android phones) to allow installation of unoffi cial applications. Doing this removes certain security
features that protect your phone. You should not install the Pay2Mobile app on a jailbroken or modifi ed device. If you do and as a result transactions take place on your account that you did not authorise, the Society will not be liable for these transactions.
How to protect your Cumberland Internet Banking, Cumberland Mobile Banking and Pay2Mobile personal details
• Follow the advice as set out in the ‘Password and PIN Security’ section of this leafl et.
• We recommend that you do not use public computers to access Cumberland Internet Banking and that you do not access Mobile Banking or Pay2Mobile through anyone else’s mobile device.
• We recommend that you do not use Cumberland Internet Banking, Cumberland Mobile Banking or Pay2Mobile in public WiFi ‘hot spot’ locations. We also recommend that you switch off the Bluetooth function on your mobile device when it is not in use and before logging into Cumberland Mobile Banking or Pay2Mobile. This will stop any unmonitored wireless activity on your mobile device.
If you must use a public computer to access Cumberland Internet Banking, or you must access Cumberland Mobile Banking or Pay2Mobile in a public place, we recommend that you take the following precautions:
• Always be aware if anybody is near you who could potentially watch you enter your personal information (known as ‘shoulder surfi ng’). This includes ensuring that neither you nor your screen are being overlooked by CCTV cameras.
• Always make sure that you log out of Cumberland Internet Banking and Cumberland Mobile Banking when you have fi nished your session. Do not just close your browser, or simply get up and walk away. • Always ensure you quit the Pay2Mobile app once you
have fi nished using it.
• Never leave your computer or mobile device unattended whilst you are logged on to Cumberland Internet Banking, Mobile Banking or Pay2Mobile.
INTERNET AND MOBILE SECURITY
We recommend that you take the following precautions to protect yourself if you lose your phone:
• Treat your mobile device like your wallet - keep it safe at all times
• Make a note of your IMEI (International Mobile Equipment Identity) number. This will allow your operator to disable your phone. Type *#06# into your handset to get your IMEI number
• Register your phone on the Immobilise National Property Register (www.immobilise.com) - there’s a better chance of you being reunited with your mobile device if it is recovered
• Advise us immediately if you lose your mobile device by calling our Customer Service Team. You should also contact your mobile network service provider immediately.
14 15 How Cumberland Internet Banking,
Cumberland Mobile Banking and Pay2Mobile helps to protect you
Secure Messages
Cumberland Internet Banking and Cumberland Mobile Banking contain a messaging service (‘Messages’) as a secure means of communication between you and Cumberland Building Society. This can only be used by Cumberland Building Society and its internet and mobile banking customers.
You should use the secure message service in Cumberland Internet Banking to contact Cumberland Building Society whenever possible. Alternatively, call our Customer Service Team.
SecureCall
SecureCall is a fraud prevention feature of Cumberland Internet Banking which contacts you by telephone to confi rm that it is you making certain payments from your accounts.
When a payment is being made from one of your accounts in internet banking to another person or company you have not paid before, you will receive an immediate automated telephone call to confi rm that it is actually you trying to make the payment. The call will confi rm the details of the payment and give you a code to enter into internet banking in order for the transaction to proceed.
That payee then becomes a trusted payee and you will not have to use SecureCall again for future payments you send to them*.
Please note, that you are unable to make payments via Cumberland Mobile Banking to another person or company you have not paid before. These payments should be initiated through Cumberland Internet Banking. You are able to make payments via Cumberland Mobile Banking to trusted payees.
* You may receive a SecureCall for payments to trusted payees which are above certain monetary limits.
Secure Access
Cumberland Internet Banking and Cumberland Mobile Banking are secure websites that use SSL (Secure Sockets Layer) protocol to ensure that all data transmitted via the internet is secured by encryption. When accessing Cumberland Internet Banking or Cumberland Mobile Banking you should see a padlock in your internet browser. When you select the padlock (by double clicking on it in most cases) you can view the certifi cation details of the SSL being used. You should always ensure that the padlock is displayed and that the certifi cation details are genuine for Cumberland Internet Banking and Cumberland Mobile Banking by checking it has been issued to ‘banking. cumberland.co.uk’ and remains within a valid date range.
INTERNET AND MOBILE SECURITY
Sending Payments
Business users only: The daily payment limit covers all same day and future dated single payments and same day or future dated batch payments set up by both a primary business user and a delegated user, and relates to the due date of the transaction.
On registering for Cumberland Internet Banking, a business will be allocated a daily payment limit for each of its current accounts. If this is insuffi cient for your normal requirements, then please contact us.
Payments sent via Internet & Mobile Banking and Pay2Mobile cannot be stopped or re-called once they have been sent.
Cumberland Internet Banking and Cumberland Mobile Banking
• Cumberland Internet Banking and Cumberland Mobile Banking have a maximum total amount that can be paid from each current account by any combination of same day and future dated single payments in a 24 hour period.
• Care should be taken to ensure the sort code and account number of the payee and the amount are correct before confi rming a payment.
Pay2Mobile
• Pay2Mobile has a maximum amount that can be sent per customer per day.
• Care should be taken to ensure the correct amount and payee are selected, especially when making payments ‘on the go’. Always ensure that the payee account name is correct before confi rming a payment. • To send a payment using Pay2Mobile,
only the payee’s registered mobile number is required. If someone asks you for your sort code, account number or card number, tell them they do not need this information.
OTHER FEATURES OF CUMBERLAND INTERNET BANKING AND CUMBERLAND MOBILE BANKING
Cumberland Internet Banking and Cumberland Mobile Banking contain many features and functions which are designed to protect you and your money. Ensure you are aware of the importance and meaning of each one as detailed below:
Customer Number (personal users only) You will be informed of this unique number when you register for Cumberland Internet Banking. When you register for Cumberland Internet Banking you will automatically be able to access Cumberland Mobile Banking, using the same logon details as Cumberland Internet Banking. This number must be entered into your device on each occasion you log on to Cumberland Internet Banking or Cumberland Mobile Banking. You can opt to choose and save a Logon Name instead by selecting the ‘Remember Me?’ option when logging on. The ‘Remember Me?’ option is available at logon to Cumberland Mobile Banking, although you do not get the option of saving a Logon Name. These details are then stored on the computer or mobile device on which you have saved them, but will not be usable on any other device you may use to access Cumberland Internet Banking or Cumberland Mobile Banking. We strongly recommend that you only use this facility on your own device and not on devices which other people use.
