Protecting our customers from fraud

Protecting our customers from fraud

We’re committed to protecting all of our customers from fraud and our staff in our branches and call centres are in an ideal position to help our customers.

Our actions have prevented our customers from losing over £2m through fraud.

Staff who work in our branches or call centres are in an ideal position to help our customers, as they’re often able to spot any strange account activity or identify unusual spending behaviours. Our Community Protection initiative in Scotland has created new systems so that frontline staff can quickly raise any concerns with our specially trained Community Protection Advisors, who then liaise with outside agencies to work together to protect customers.

We estimate that these actions have prevented our customers from losing over £2m through fraud such as doorstep crime, mail scams and telephone fraud, as well as sparing them the distress fraud causes.

The scheme is now being extended to the rest of the UK so that all our staff will have a regionally based Community Protection Adviser to refer cases to.

We have also taken action to stop known scams, leading the industry on issues like pay day brokers’ fees - blocking over £1 million hidden fee payments – and free trials fraud.



Latest news

RBS to help 2.5 million people each year to be more financially capable

RBS has today committed to helping 2.5 million people in the UK each year to improve their financial capability.

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RBS has executed a £1.1bn securitisation deal with Macquarie Infrastructure Debt Investment Solutions (MIDIS), which will allow the bank to recycle capital and increase lending to the sustainable or renewable energy sectors.

RBS launches £1 billion Female Entrepreneurship Funding and announces targets to help create at least 50k new businesses by 2023

RBS has today announced a new £1 billion in funding through NatWest to support female entrepreneurs in the UK to scale and grow – the largest intervention by a UK lender focused specifically on female-led businesses.

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