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Staying safe online

At V12 we take your online security very seriously. We are dedicated to keep your personal information as safe as possible.

We will never ask for your password or memorable words by email or text message.

Common threats

Here are some of the common threats you may come across online and advice to protect yourself.

Viruses and malware

Trojans and other malware can be designed to steal banking login details. Protect your computer and mobile devices.

  • Use security options like PINs and passwords - make it harder for criminals to access them if they are lost or stolen
  • Keep your operating system and web browser software secure - apply manufacturer updates when available
  • Use a firewall, anti-virus and anti-malware protection - keep them updated

Scam emails (phishing)

Criminals send out fake emails that appear to be from real companies. These try to trick people into giving up personal information, like passwords and account numbers.

Check the source of information from the email.

  • Am I expecting the contact?
  • Do I recognise the sender?
  • Is the link genuine?
  • Are the attachments safe to open?

We will never ask for your password or memorable words by email or text message.

We will never advise you to move money to a new account due to fraud.

If you receive a suspicious email relating to your V12 accounts:

  • never respond to these emails
  • do not click on any links
  • forward them to This email address is being protected from spambots. You need JavaScript enabled to view it.

Suspicious phone calls

If you receive a unexpected phone call asking about your accounts, verify who they are before giving out any information.

If you receive a suspicious call:

  • end the call – do not give out any personal information
  • use a different phone or
  • call a friend to clear the line first
  • call us on 02920 468 900 to verify it is a genuine call

Remember, we will never ask for your complete password over the phone.

Fake websites

Fraudsters can create fake websites to gather your personal and login information. They can be hard to spot as they look very similar.

Check the website address carefully. They often include misspellings of the genuine website or have addresses that start with the right name followed by a fake address (for example

Suspicious text messages

Fraudsters may send text messages asking you to click on a link or call a phone number to verify or update your details.

The aim is to encourage you to give away personal information which can be used to commit fraud.

The text may look genuine but check carefully for incorrect email or web addresses.

We will never ask for personal information via a text message.

Identity theft

Identity theft is the fraudulent practice of using another person’s name and information to get credit or loans.

You can help prevent yourself becoming a victim of identity theft:

  • Check your online and paper statements regularly
  • Check your credit score - look out for any suspicious activity
  • Shop from reputable websites
    • look for the secure ‘https’ in the address and padlock logo
    • this doesn't guarantee a website is safe but if missing can indicate a fake website
  • Ensure you are confident that anyone you are sharing personal information with:
    • is who they say they are
    • you understand the service they offer
    • what they will do with the information you give them
  • Use strong passwords - this can help protect you and your account from fraudsters

Picking a strong password:

  • Minimum of 8 characters
  • Use a mixture of letters (uppercase and lowercase) and numbers
  • Change passwords regularly
  • Avoid dictionary words
  • Do not reuse the same password for different sites/accounts
  • Avoid obvious terms - like birthday, name or telephone of yourself or someone close to you

Take Five to Stop Fraud

Every day, people are deceived into giving fraudsters a helping hand.

Criminals operate sophisticated scams that can catch out even savvy consumers. If someone asks us to hand over personal or financial details, move money to a safe account or invites us to click on an uninvited email link or text, we need to stop and think.

We all have the power to stop fraud happening to us, our friends and family, right now.

This starts with taking five seconds and remembering a simple message ‘My money? My info? I don’t think so’.

Take Five is a national campaign that offers advice to help consumers prevent financial fraud. This includes email deception and phone-based scams as well as online fraud - particularly where criminals impersonate trusted organisations.

Find out more about the campaign by visiting

Take Five To Stop Fraud - banner