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Our Priorities
Every year we strengthen the extent and rigour of our consultation with our stakeholders. The issues that matter most to them provide the focus and priorities for activities.
In 2007, we contributed over £1.4 million to joint initiatives and developed over 30 new fraud initiatives. Our dedicated internal fraud team employs over 1,200 people in the UK.
Online security
In 2007, we put in place a number of measures to increase levels of security for our online customers:
- Dedicated number and email address for customers to alert us to suspected phishing emails
- Distributed 1.4 million enhanced security readers to our online customers
- Offered customers free McAffee anti virus software to protect their home PC - over 64,000 customers have taken up this offer so far
- Continued to send out fraud prevention messages through our statement, website and inserts in our mailing.
Read our guide to online security
Data security
We work closely with the Information Commissioner and Financial Services Authority to review our procedures. Our laptops use encryption to protect data and we have clear processes in place for disposal of confidential material in a secure way.
Card fraud
In 2007, we:
- Launched Streamline Pronto - a mobile device that allows customers to make more secure payments by keeping their card in sight all the time
- Made fraud awareness material available to retailers through www.streamline.com
Our specialist fraud team monitors card transactions 24/7. Whenever a commercial outlet is identified as a place where customer details are being stolen through card skimming we then systematically crosscheck all other customers who have recently used the same outlet.
Find out more about keeping your cards safe.
Our branches and ATMs
In 2007:
- Attacks against our branch network were down by 25%
- Branch losses fell by 67% compared to 2006 figures
- Significant investment was made in equipping our branch counters with Chip and PIN terminals
- A video highlighting the consequences of internal fraud was distributed to all staff
In the US:
- the Citizens Fraud Stopper Program rewards employees who go above and beyond their normal job responsibilities to prevent fraud
Helping fraud victims
We have improved our service in the following ways:
- Refund 24 is a project which aims to reduce the time between a customer reporting a case of fraud and reparation being made to just 24 hours
- The Emergency Cash service uses a code system to provide a simple and 'cardless' method of accessing funds from any RBS, Natwest, Ulster Bank or Tesco ATM for customers affected by fraud
- Our Identify Theft Fraud team offers advice and support to customers who have had our products fraudulently opened in their name and flag all instances of identity fraud with UK's Fraud Prevention Service, CIFAS
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Making the RBS the safest place to do business
Corporate responsibility video discussing financial crime, the leading issue for all stakeholders.
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FAQs
- Who should I call if we have a general enquiry?
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We want to put you in touch with the right person to help you, so please have a look at the various sections on the Contact Us page.
- What is the registered address of the RBS Group head office?
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The registered address is The Royal Bank of Scotland plc, Registered in Scotland No 90312. Registered Office: 36 St Andrew Square, Edinburgh, United Kingdom, EH2 2YB.
