Banking Security - Protect Yourself Banking Security - Protect Yourself Banking Security - Protect Yourself

Protect Yourself from Fraud

It is important that you know how to protect yourself from scams. Fraudsters are always trying to develop new ways and methods to try to steal your money, so it is important to always stay one step ahead.

Golden rules for secure banking

  • Never give out your telephone banking PIN or debit card PIN to anyone, even if you believe you are being asked by the Police or someone who works at Citi. Don’t give out personal or financial details, including online banking username and/or passwords unless it is to use a service that you have signed up to and you’re sure that the request for your information is directly related.
  • Please never send any personal or confidential information to Citi via email.
  • Always shield your PIN when entering it into ATM machines, or making Point of Sale purchases. When using an ATM, be on the lookout for any “unusual” fittings. Be aware of your surroundings and any people close by, and don’t let anyone distract you during your transaction.
  • If an ATM swallows your debit card, call Citi to report it as lost/stolen whilst you are still at the ATM machine. Store our lost/stolen telephone number in your mobile phone.
  • Never divulge the One Time Passwords that we send to your mobile to anyone. You will only ever be required to enter these online. Never give them out on the telephone, even to Citi staff.
  • If you lose service on your mobile phone, contact your mobile provider immediately to report this as someone may have fraudulently taken control of it. If your mobile provider confirms this has occurred please call Citi immediately to report this.
  • Never click on any links included in SMS text messages or call any numbers that are stated on the message. Always go to the website directly by typing it in your browser and call the number mentioned on the website.
  • Keep your online devices secure at all times. Ensure your PC, tablets and mobile phones have trusted security software installed and ensure you run scans regularly to identify and remove any malware/viruses.
  • Never reply to any emails that ask you to submit sensitive information such as your mother’s maiden name, personal banking usernames/passwords, NI number, card numbers, CVV codes, account numbers etc. Always verify the authenticity of the email by calling the sender on a trusted number. Never click on links contained in an unsecured or unsolicited email. Citi will only request information via Docusign which is a secured email service that requires additional authentication before any exchange of information.
  • Never share your passwords, personal or financial details unless it is to use a service that you have signed up to and you’re sure that the request for your information is directly related. Never use the same passwords for different accounts and always change them on a regular basis, making them as complex as possible. If you think your password has been compromised, please let Citi know at once.
  • Always be wary of missing post, (especially if you share a mailbox), or post received at your address in another person’s name.
  • Never sign any blank or incomplete forms.
  • Keep your personal chequebook and any online security devices safe. Never leave them in places where others can gain access to them. Always ensure any devices are locked and protected with security passcodes and never store your banking credentials or PIN numbers on your device.
  • Only Bank Tellers are authorized to handle cash transactions, so never hand cash to any other bank personnel. You can also pay cash into your account using our Cash Deposit Machines.
  • For any queries or discrepancies on your account, always contact CitiPhone (the number is on the back of your card) or raise the issue with your Citigold Lounge Manager.
  • You can check whether a service you’re thinking of using is safe by asking the provider for more details and confirming that they are approved by the Financial Conduct Authority or another EU regulator. If you don’t know who you are talking to, or there is reason to suspect that the provider is not who they claim to be, don’t disclose your banking security credentials, or other personal or financial information.
A Citi UK customer working on his smart device
A man talking on his mobile phone


If you have any concerns regarding security please call
the Citi Security Team on:


0800 096 68 00

+44 203 569 99 98
If calling from outside the UK