Banking Fraud Control Comparison Data

The main current account providers have agreed to publish information about their approach to fraud prevention. The information included below is provided on a voluntary basis and comparative data can be found on the Financial Conduct Authority’s website External link icon.

Fraud prevention philosophy

  • What is your approach to Fraud Prevention?

    We put the financial safety of our customers at the front and centre of all our anti-fraud activities. We do this by having a range of systems and controls in place to protect the economic well-being of our customers and the integrity of our banking platforms.

    We work constantly to detect and prevent fraudulent activity on customer accounts and continually adapt our communications to customers to ensure they are aware of the latest fraud and scams that they could be targeted with.

  • What controls do you have in place/How do we protect you?

    Real-time Transaction Screening – We monitor transactions across all our banking platforms to look for unusual patterns in our customers’ behaviour and then use this information to detect and prevent unauthorised transactions.

    Online Security/Encryption – We use SSL encryption to keep your data and online banking channels protected from unauthorised access.

    Danske ID – Danske ID is a secure app that you install on your smartphone that creates a secure digital signature each time you use it to logon or approve payments on our eBanking and Mobile Bank systems. You should only approve requests in the Danske ID app for logons or payments that you yourself have created. We will NEVER contact you and instruct you to use this app to approve any transactions or logons.

    eSafeID – When you access District, we ask you for your password and a security code provided by your eSafeID device. This device provides a unique one-time passcode that you use to sign in to District. Some customers may also be required to use this device to logon and/or approve payments in eBanking or Mobile Bank. Codes from this device are unique to you and you should NEVER share these with anyone, including us!

    Webroot Anti-Virus Software – We provide Webroot Secure Anywhere® free to all eBanking & District customers.

    Biometric Analysis – We use behavioural analysis to help make sure it’s really you giving us instructions in your internet banking account. This technology builds a detailed profile of how you use eBanking (i.e. what’s ‘normal’ for you) that can be very difficult for a fraudster to mimic.

    One-time passcodes – We use SMS (text) messages to issue unique codes to, for example, approve some payments you make online using your debit or credit card or to verify it’s really you when registering for our digital wallet services or registering for Danske ID. These codes are unique to you and you should NEVER share these with anyone, including us!

Customer education and awareness

  • What do you do to educate your customers to ensure they are fully aware of the latest fraud trends / advice?

    We educate our customers in a number of ways using a variety of different mediums;

    • Annually, we issue a communication to our customers that provides information on the latest techniques used by fraudsters. This also provides advice as to how customers can keep themselves and their financial information safe.
    • Our website, danskebank.co.uk/keepitsafe contains up-to-date information about common scams and advice on how our customers can keep themselves, their families and their businesses safe from fraud; this is updated regularly.
    • We proactively issue warnings and advice via our social media channels, these include, Facebook, Twitter, Instagram and LinkedIn.
    • We are supporters of the national Take Five campaign that offers straight forward and impartial advice to help everyone to protect themselves from preventable financial fraud.
    • We are members of ScamwiseNI. A partnership with over 30 Northern Ireland organisations involved in informing local communities about the risks of scams and the range of scams that exist.
    • We have fraud awareness materials available in all of our branches for both our business and our personal customers.
    • We provide warnings on both our eBanking and District logon pages.
    • Where appropriate, we will issue text message and/or e-mail warnings directly to our customers using the contact details that we hold on record.
    • We offer face to face fraud awareness training to our customers upon request.
    • We train our customer facing colleagues on the current scams which could pose a risk for our customers to allow them to have better informed conversations and drive customer awareness.

Contact

  • How and when we would contact our customers

    We will contact our customers using email, phone calls, text messages, secure mail from within our online channels and by letter.

    Customers should always take precautions to ensure they are talking to who they think they are. Fraudsters can ‘spoof’ genuine phone numbers, so never rely on this a verification that you are speaking to a member of Bank staff. Fraudsters often ‘spoof’ the number from the back of your debit card in an effort to make their call appear more legitimate.

    Text Alerts - If we need to get in touch with our customer, we may send them an alert either by secure mail to their eBanking or District system or by text message. If it’s a text, it’ll be from the sender “Danske Bank”, however be aware, fraudsters can make a message appear within the same conversation as a genuine message so care is required when they receive any message from us.

    If a customer is not sure whether a communication they receive from us, or purporting to be from us is genuine, they can give us a call on 0345 6031 534 (outside the UK: 0044 2890 49219).

    Transaction Screening – We may contact our customers to discuss a payment created via our online channels. The purpose of this call will be to establish if this is a genuine transaction and some details relevant to the transaction. Whilst we will ask you some security questions to identify that we are speaking with the account holder, we will NEVER ask for your password or unique codes from your eSafeID device or codes sent to you by text message. We will also NEVER ask you to download any software when you are on a call with us nor will we ever ask for remote access to your computer, mobile device or tablet.

  • How and when can our customers contact us?

    If you believe you are a victim of fraud you can contact us, 24 hours a day on 0800 032 4386. If you are calling from outside the UK please call, 0044800 032 4386.

    If you have a general question or would like some fraud prevention advice, please contact us on 0345 6002 882. Lines are open Monday – Friday 8am -8pm and Saturday & Sunday 9am -5pm.

    You can also report fraud via your local branch, using the secure mail function within eBanking, Mobile Bank, District or on our website danskebank.co.uk by choosing the ‘report fraud’ link at the bottom of the page.

How we collaborate with the rest of the industry

  • Industry initiatives / collaboration
    • We are members of UK Finance and take an active part in all Industry Fraud initiatives, for example Take Five
    • We are members of CIFAS – The UK Fraud Prevention Service
    • We are members of ScamwiseNI. A partnership with over 30 Northern Ireland organisations involved in informing local communities about the risks of scams and the range of scams that exist
    • We share fraud intelligence with relevant agencies to help protect our customers
    • We are a participant of the Banking Protocol which helps our customers from being targeted by fraudsters and rogue traders.
    • We work with other banks to quickly recover fraudulent funds for our customers using industry recognised best practice standards
    • We subscribe to the Mule Insights Tactical Solution (MITS) and provide data to and extract data from this system in an effort to reduce the number of mule accounts in the UK.
    • We collaborate with local & national law enforcement agencies throughout their investigations.
    • We contribute to the funding of the Dedicated Card and Payment Crime Unit
    • We have a network of contacts amongst peers in other financial institutions across the UK.

Summary

  • Summary

    The fight against fraud is an ever-evolving landscape.

    We continue to invest in our people and our platforms to ensure that we are at the forefront of this battle. We have a responsibility to the society that we serve to ensure that we remain a safe and secure place to bank and we take this responsibility very seriously.

    We continually improve our prevention and detection capabilities and keep our customers informed so that they can keep their personal and sensitive financial information safe and secure.

    Items such as PINs, passwords, and one-time passwords can be the keys to your bank account, so you should treat these with care and NEVER share them with another person, not even if they claim to be from the Bank or another seemingly legitimate organisation.