Protecting yourself online and over the phone

In this section you will find information on how to protect yourself online and over the phone.

If you have any concerns or questions, please contact Customer Service.

Protecting your computer

We take various measures to secure and protect your personal data. However, these may be ineffective unless you also take precautions with your own computer and internet access. We therefore require that you:

  • Download free online banking security software IBM Security Trusteer Rapport
  • Make sure that you have up-to-date firewall software to control the information that comes into (and leaves) your PC.


A firewall is a piece of software which helps protect your computer from online attacks. Any computer you use to access the internet should have a firewall installed.It is recommended that your firewall is set to monitor incoming and outgoing internet traffic. This means that you have control over the information that enters and leaves your system.

Which firewall? 

Windows XP*, Windows Vista and Mac OS X operating systems have built-in firewalls. Help menus include instructions on how to check or set up your firewall. Alternatively, you can buy firewall software from a computer retailer.

  • Use up to date anti-spyware software to help prevent details such as passwords and account numbers being compromised.

Anti-spyware software

Spyware is malicious software that monitors the activity on your computer - such as password details or the websites you have visited.

Spyware can use this information in lots of different ways, and could hijack your internet browser to show unwanted advertising or generally change your computer settings. It's designed with one purpose in mind - financial gain for the people who put it there.

Many anti-virus packages now come with built-in protection against spyware. Windows Vista comes with integrated protection against spyware. If you use Windows XP*, you can add this by downloading Windows Defender from the Microsoft website.

  • Keep your anti-virus up to date.
  • Keep your browser up-to-date as older, outdated web browsers can seriously compromise your security.

We also recommend that you:

  • Change your online passwords on a regular basis.
  • Do not download software onto your computer from a source that you do not know or trust.
  • Do not open multiple browser windows when using online banking.
  • Always close down your browser session when you exit online banking.
  • Turn off pop-ups and turn on the phishing filter on your browser.
  • Make sure your operating system is up to date.

For further information about securing your computer visit Get Safe Online or Financial Fraud Action UK.

Online Banking

We have introduced various measures to ensure banking online with Cynergy Bank is safe and efficient.

Free IBM Security Trusteer Rapport software

As a condition of this account we require you to download IBM Security Trusteer Rapport software through Online Banking FREE of charge.

IBM Security Trusteer Rapport software offers you valuable additional security when you bank online by:

  • Checking that you have accessed the genuine Cynergy Bank website and not a fake one created by fraudsters.
  • Locking down the connection once IBM Security Trusteer Rapport has verified the website, so that your information cannot be intercepted or tampered with.
  • Neutralising all known banking malware.

Data encryption

Our Online Banking service is secured using SSL encryption. This means that any information you send us is automatically protected.

Accessing Online Banking

Always access Online Banking by typing in the exact site address, or via the link on our website. Only use a link from the official Cynergy Bank website and never any other links. This applies to any computer that you use.

Ensure that your connection to Online Banking is secure by checking that you have a padlock or unbroken key in the bottom right of your browser window or alongside the address Bar - this indicates that you are accessing a valid and secure site. All secure website addresses start with 'https' rather than 'http'.

Timed log out

Online Banking logs you out if you don't use the service for 10 minutes. This gives you added protection if you forget to log yourself out.

Deactivation of your login details

We'll automatically disable your access to Online Banking after three failed login attempts. This is to stop fraudsters making repeated attempts to get into your accounts.

Last sign in date and time

Every time you log on to Online Banking the date and time is automatically logged. If you are concerned that the last sign in date and time is wrong, you should:

  • Run an anti-virus scan and follow the instructions if anything is found.
  • Change your online banking password.
  • Monitor your account activity for any suspicious transactions and contact us immediately if you are concerned about your account details. We can also block your account and provide you with new log on credentials if required.

If you’re just not sure if this was the last time you logged on, send us a secure message by selecting this option within Online Banking and let us know what your concerns are. We will then check your recent account activity for you.

Security of payments for business customers

To ensure the security of any payments you make via Online Banking, we provide you with a Digipass; this is a small device with an LCD screen that generates a unique one-time code every 30 seconds. This code is used together with the User ID and password to authorise any payments made online.

We will never ask you to enter your Digipass code to log onto Online Banking. It will only ever be used to authorise a payment. If you receive a request to enter your Digipass code to log in, do not enter it, close the browser immediately and contact customer service.

Security of payments for personal customers

To ensure the security of any payments you make via Online Banking, we provide one-time passcodes. Whenever you make a payment to a new payee you will receive a one-time passcode to your registered mobile phone number to enter in Online Banking to confirm the transaction.

User ID and passcode

Keep your User ID and passcode confidential at all times - ensure that this information cannot be seen or accessed easily.

Memorise your details and avoid writing them down. Follow the simple password security rules. Never tell anyone your log on details, even if you share a joint account with someone. Do not even tell a Cynergy Bank employee.

Digipass® is a registered trademark of VASCO Data Security Inc., who retain ownership of the mark and reserve all their intellectual property rights.

Online shopping

Online shopping is becoming more and more popular and convenient - but there are issues to consider before you decide to buy goods and services over the internet. While the vast majority of virtual transactions are safe and secure, fake shopping sites are not unknown.

See Protecting your debit and credit cards for tips on shopping online and for details on Visa Secure which gives you an extra layer of security when you use your debit card online.

For further information about shopping online safely visit Get Safe Online.

Common security scams

To help protect you from online fraud, we have listed below some of the most common scams and how you can avoid them.

If you think you have fallen victim to one of these scams, please contact us.


Phishing scams are emails that may appear to be real, but they ask you to enter personal information or they have links to websites that might look like but are in fact ‘spoof’ websites. When you enter your details or click on the link, the information is sent to someone else, often a fraudster. Any information you disclose can therefore be captured and used by the fraudsters.

Whilst we may send you an email or text message from time to time, we will never ask for your security information, password or Online Banking log on details, or direct you to a webpage that asks for this information. 

All emails from us come from and all text messages come from Cynergy Bank. This will tell you that they are genuine. Please be aware that fraudsters may try to simulate these details. If you have any doubts about the authenticity of a message from us, please contact us.

You can protect yourself by treating any unsolicited emails or calls that ask for confidential information as suspicious. If in doubt, contact the company that supposedly sent you the message to make sure that it's genuine before you disclose any information.

Trojans or Worms

A trojan is a type of computer worm or virus that is installed on your computer without your knowledge or consent.

Typically, the fraudster will send you an email that tries to trick you into following a website link, downloading a piece of software or opening an attachment. If you take this action, the trojan is installed. While we may email you from time to time, we will never send you emails with attachments, or ask you for your security information, password or Online Banking log on details.

Trojans can be capable of recording passwords and other personal details by capturing keystrokes (known as a key logger) or taking screen shots of sites you visit. These details are then sent to the fraudster.

The best way to protect yourself from trojans is to install firewalls, anti-virus software and anti-spyware software on your computer and keep them up to date.

  • Scan your system for trojans, spyware or adware on a regular basis
  • Scan all email attachments for viruses
  • Do not open emails from unknown senders

Money mules

‘Money mule’ is a term used to describe someone who is recruited by fraudsters needing to launder funds that they have obtained illegally. Most UK bank accounts won't let you make online cross-border transfers from overseas. Since most online fraudsters tend to be based outside the UK, they need money mules to launder the funds they receive from their scams.

Money mules receive funds into their accounts and send it to the fraudsters using a wire transfer service, minus their commission. They are recruited through a variety of methods, including spam emails, genuine recruitment websites, approaches to people whose CVs are available online, instant messaging and newspaper ads.

This scam offers you the chance to earn some easy money for a few hours' work each week, but beware: handling money that's been obtained fraudulently is a crime. You can protect yourself from becoming involved by:

  • Treating any unsolicited job offers with suspicion, especially if the company is based overseas
  • Verifying the details of any company that you’re considering working for
  • Not giving your bank account details to anyone that you don't know and trust

To learn more about these and other scams visit the UK banking industry's site Bank Safe Online

Laptops and mobiles

As a customer of Cynergy Bank, you can access your bank account and make transactions on the move using your laptop and smartphone.  However, it is important to be extra vigilant when doing so, we therefore recommend that you:

  • Never leave your laptop logged on and unattended in public, for example when socialising after work or in airport lounges.
  • Never use your laptop or smartphone in situations where you can be seen or overheard by third parties, such as on the bus or train or in a hotel lobby. 
  • Never discuss confidential or business related information in public places, whether face-to-face or by telephone.
  • Lock your smartphone and secure your laptop when not in use.
  • Delete text messages from the Bank once you have read them.

Also, as you can never be certain about the security of public wireless networks or computers in public places - such as hotels, libraries or internet cafes, we recommend that you:

  • Don’t access your Online Banking account in such situations. You can instead securely access Online Banking using your smartphone.
  • Never change your security details while using a public wireless network or a public computer.
  • Never provide your account details to any third parties - such as online shopping sites - while using public facilities.
  • Always be aware of the activities of those around you.

Get in touch

We’re here to help. Visit Contact us for opening hours and contact details.

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