Privacy, security and fraud

If you believe you have been affected by an APP scam, please follow these steps:
Contact us immediately
Call our customer service team on 0330 333 4000 to report the scam as soon as you suspect you’ve been scammed.
Please note we’re open: Monday to Friday: 9:30am - 5pm Saturday: 9am - 1pm

Provide details
You'll need to share key information about the transaction, such as the amount, date, and recipient's details. We may also request additional information if needed.

Know your rights 
You have the right to request reimbursement for fraudulent payments made via Faster Payment or CHAPS. You must report the scam immediately and within 13 months from the last payment.

When can I expect to receive reimbursement?
If you’re eligible for reimbursement, you’ll usually receive it within five business days of your request. We may need a bit more time (up to 35 days) if we’re waiting for additional information. 

In some cases, you may need to pay an excess of up to £100, which we’ll look at on a case-by-case basis.

What if I'm unhappy with the outcome of my claim?
If you are unhappy with the outcome of your claim you can contact the The Financial Ombudsman Service.
•    Postal address: The Financial Ombudsman Service, Exchange Tower, London E14 9SR 
•    Telephone number: 0300 123 9123
•    Switchboard: 020 7964 1000 
•    From outside the UK: +442079640500

You must refer your complaint to the Financial Ombudsman within 6 months of receiving your outcome letter.
 
You can also view our latest complaints report.

More information on Authorised Push Payments.

We take your privacy seriously. We’ll protect your privacy and make sure we keep any personal information you provide secure. Read about how in our privacy policy. 

We take your online security seriously. Just like all other UK banks and building societies, we carry out extra security checks to help keep you safe when managing your finances online.  We help keep your information safe in a few ways: 

By making sure you have a strong password. Your password should have 10 or more characters, including capital letters, symbols and numbers. 

By asking for a mobile number that’s used only by you. We ask you to link a personal mobile number to your online profile so we can carry out a security check each time you log in. That’s why it’s important the mobile phone number you use to register is yours alone, and not shared with anyone else.

By asking security questions. If you forget your password you’ll need to answer three security questions to reset it. 

By sending you an activation code in the post. This helps us verify that it’s you living in the address you’ve provided to us.  

Let’s fight fraud together. We do everything we can to protect you from fraudsters and keep your money safe. 

You can find the details about how we keep your information safe in our online security policy. 

We also have lots of tips so you can protect yourself from fraud and report any unusual activity. 

Please let us know if your passbook is lost or stolen by filling out the lost passbook declaration or stolen passbook declaration. Drop your completed form off at your local branch or post it to:  
Savings Department, Principality Building Society, Principality House, The Friary, Cardiff, CF10 3FA.  

If you’re worried you have been a victim of fraud, or have a concern about any transactions on your account please call us as soon as possible on 0330 333 4000.