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Protecting your money

We take steps to keep your money safe and your accounts secure, and ask that
you do the same.
Tell us if something doesn’t look right
Let us know immediately if anything doesn’t look right on any information we
provide to you, if you notice any suspicious activity on your account, or if you
think your security has been compromised.
Looking after your security information
If you manage your account online or by phone, we use your password and
security information to identify you. We will treat instructions as genuine if the
person giving the instructions has used the correct password and security
information. For your own security, you must keep your password and security
information safe and take all reasonable steps to prevent anyone else from
accessing your accounts.
For example:
• don’t let anyone know your password and security information (and we will
never ask for the whole password over the phone)
• don’t keep your password and security information in a way that someone
else could easily find them out
• don’t leave your device unattended while you are logged in to our service.
If you believe someone else has your security information
If you believe or suspect that someone else has found out your password or
security information, go online and change your password and other security
information straight away.
If you know or suspect that your password or other security information that
you use to manage your account online or by phone have been lost, stolen or
used by someone else without your permission, you must tell us as soon as
you can by calling us. We may ask for this to be confirmed in writing.
We will never contact you to ask you to tell us your password or security
information. If you receive a request like this from anyone, even if they are
using our name and logo, do not provide any information to them. Instead,
you must report this to us immediately.
If we suspect fraud or security threats
We will contact you by phone or post if we suspect fraud or security threats to
your account, unless we’re prevented by law.

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