Security and protection

Always know where your mobile phone, laptop or other device is, especially when you’re out in public.

Make sure you never store personal or banking details, like passwords or a PIN, somewhere on your device that’s easy for others to find and read, like your notes app or saved files.


If your device is infected by a virus, hacked, stolen or lost, somebody else may steal your details and use your online accounts.

Make sure you’re careful about what you share online or throw away at home.

Make it hard for fraudsters to find anything useful, like your personal, banking and FlexPay login details.

If they steal your details, it can help them to target you with a scam, access your bank account or use your identity.

If you don’t know or trust a person, think carefully before you chat, connect or buy anything from them online.

Create a strong password for your email account, then create a different password for every account and website you use.

Make sure you never use details, words or numbers that are personal to you or easy for a fraudster to guess

For example, when setting a password, use three random words and add numbers, capital letters or special characters. Longer passwords are stronger.

To protect your account, we may send you a passcode by text or automated call.

A passcode is a unique set of numbers that you only use once for things like logging into your FlexPay account.

If you get a code out of the blue, contact Customer Services right away.

Fraudsters can call to ask for a passcode.

If you get a call like this, hang up, it’s a scam.

Your mobile phone will often get security updates to help protect your phone.

Use auto-lock and a PIN or password on your phone. It means no one can access your details.

If you log in to your FlexPay account, make sure to use a secure Wi-Fi connection.

3G, 4G or 5G uses encryption software. This means your data can't be read by a third party.

Add extra security software to protect your phone.

Remember, Bluetooth means other users can see what you’re looking at when you’re connected to it, so only use it when you have to.

Random emails and texts are often sent by fraudsters to try to steal your personal and banking details.

Always make sure an email or text is genuine before you click on a link, download a file or reply.

To see the full email address, hover your mouse cursor over it or tap it on a mobile device. If it doesn’t match the sender’s name, it’s a scam.

Or call whoever sent a message to ask if they sent it. Use a number you trust, never one from a text or email.

Our emails or texts always identify you by your name or part of your account number. And we’ll never include a direct link to a page that wants you to log in or enter any details.

If a fraudster gets your personal or banking details, they can use them on a call to pretend to be someone you trust like your bank, the police, or a well-known company. 


If you get a call like this from anybody, hang up. If there’s ever a problem, we’ll always protect your account before we contact you to put things right. Contact Customer Services.

Call 03452 680831 or 01268 653744 – lines are open Monday to Sunday, 8am to 8pm.

Take Five to Stop Fraud

It could protect you and your money.

Go to Take Five