Frequently Asked Questions

The messaging service is a quick and easy way to correspond with us at your convenience. It also saves you having to call up should you prefer not to.

The messaging service is directly linked to our Customer Service Representatives. It can be used to request a variety of things for your One Account. Some examples of the things you can do are:

• Request statements
• Change personal details
• Ask a question
• Request a callback

Unfortunately we no longer offer The One Account as a new product. Existing customers can contact us with any queries and manage their account as normal. The One Account is part of The Natwest Group. Should you wish to discuss a product with either RBS or NatWest, you can contact them on the following numbers: 0345 301 0101

Upon receiving a message from you, a member of our Customer Service team will reply, advising you of receipt and that we are dealing with your request.

The messages you send and receive to and from us are confidential and secure between you and our Customer Service team. If you have a joint account holder, they will have their own online service and login details, through which they can communicate with us themselves.

As with most emails and letters, storing your messages can be useful for reference later in the future. We do hold a record of all messages and replies so if you do delete one and later need to know what it said, you can call us for a copy of the message.

If you have forgotten to logout of the service after accessing your account, there is no need to panic. Our online service automatically times out after five minutes as a security feature to protect your account. If you have been using a shared computer (such as one found in a library) and are still concerned that your details may have been compromised, you should contact us so we can check your recent transactions with you.

At One Account we will never ask our customers for any personal information by email. You should not respond to any email asking you to divulge your full pin or password, we would only ever ask for random characters.

If you have received a fraudulent or suspicious email, and not responded to it, please forward the email to phishing@rbs.co.uk

However, if you have responded to the email, and/or you suspect that any of your accounts with us have been accessed online by someone other than yourself, please contact us immediately on 0345 301 0101 (Text relay 18001 0345 301 0101). When calling from abroad please dial +44 160 3776 437.

For more information, please visit our Security Centre.

When our systems recognise activity on your account that is similar to known fraud trends your card usage may be stopped as a precaution. If we place a restriction on your card, you may receive text messages, automated calls and voicemails from our fraud team to try and contact you as quickly as possible.

If you have received one of these messages then please contact us on the number below to discuss recent transactions. If we do not hear from you we may send a letter asking you to contact us.

0345 301 0101 (Text relay 18001 0345 301 0101). If calling from abroad please call +44 160 3776 437. For more information, please contact us on the following number 0345 301 0101 (Text relay 18001 0345 301 0101).

Before you pick up the phone or respond to an email, fax or letter look out for these tell tale signs - and think carefully about what you are being invited to do:

• A scam will usually offer you something for nothing, when you have had no previous correspondence or involvement.
• You get an 'opportunity' to earn easy money in exchange for an up-front cash fee and perhaps your account details.
• You may be asked to call a premium rate phone number to collect a prize.
• You may notice poor spelling and grammar.
• There will often be a PO Box number in the contact address.
• The scam may involve payment being made to an unconnected party in a different country

• We have pieces of equipment which are called Firewalls and are a combination of specialised hardware and software.
• They are used to prevent any unauthorised users, intruders or hackers from accessing our network via the Internet.
• The Firewalls monitor all traffic passing both into and out of our network and prevent unauthorised information from passing through.
• Your security codes allow you through our Firewalls, so you can use our online service.

This is a unique number that you need to use every time you log on. Because of the length of the code the chances of someone randomly selecting it are negligible.

If you lose your Global Key Code simply call us and we will cancel the current code and issue you with a new one.

• The next stage in our online service security is made up of a password and a passcode - the same as for our telephone service. Only you will know what your security codes are.
• We never ask for the whole password or passcode - we only ask for random characters in a random order. This helps to protect against computer programs such as 'Trojan Horses' that monitor keyboard activity. As a result your security codes will always be indistinguishable.
• Additionally we may request additional Two factor Authentication to be completed when you log in, which can be completed via One Time Passcode or Card Reader.
• If you fail multiple attempts, your security details will be cancelled and you will not be able to access your account online or use telephone banking. If this happens we'll give you a call and, only when we've positively identified you, we'll set up a new password and passcode.
• You must, of course, always tell us if you think anyone may know your password or passcode so that we can arrange new security for you.

For your added protection, when you are actually using the service there is a timeout feature which will automatically disconnect you from our computers after five minutes of inactivity. You would then need to go through the full log-in procedure before you could continue.

All information sent between your computer and our server when you're online with us is scrambled into a special code using encryption.

Encryption is a way of encoding information so that it cannot be read if it is intercepted by a third party as it travels over the internet. When the information arrives at the correct destination (i.e. your computer or our server) the code is unlocked and the information can be used.

This is the most secure way of protecting the information and the encryption we use is considered unbreakable with today's technology

Account aggregation is an internet-based service that allows consumers to view their financial information - from multiple products and across multiple financial institutions - on a single website.

The Natwest Group has serious security concerns about customers passing their security details onto this type of service - and at present, we don't recommend that customers use these services. We're currently investigating ways that we can provide customers with the same benefits of 'aggregation' - without any security or data issues.

In the meantime, please don't pass your security details to an aggregation service provider or store them on your computer - even in an encrypted format. Remember, it is your responsibility to take all reasonable precautions to prevent the fraudulent use of your security details - including those that allow you access to our online service. You should not record your security details in any way which may result in them becoming known to a third party.

If you do give your security details to an aggregation service provider, you'll be in breach of the Conditions that govern the operation of your One Account. If you enter your security details into aggregation service software, you may also find yourself in breach of these Conditions. In both cases, you'll be exposing yourself to liability for any unauthorised transactions on your account.

Any access to your personal information, whether over the phone, the internet, or even by One Account staff, is always recorded.

What can I do to keep my One Account safe?

• If you are asked for your full password or passcode at any time, do not proceed online, simply contact us on your usual service number to let us know.
• Keep your password and passcode secret and don't write them down in any way that someone might be able to understand.
• Regularly change your security details and don't use words or codes that might be known to others.
• If you use a shared computer remember to clear the cache after use.
• Never leave your computer unattended when it's switched on.
• Use Anti-Virus software to protect your computer from viruses and programs such as 'Trojan Horses' - and with new viruses constantly being identified be sure to keep your anti-virus software regularly updated.
• Don't accept e-mail attachments from people you don't know.

In light of the extensive security measures in place we do hope that this puts your mind at rest. If, however, you do have any further questions regarding the security of our online service feel free to call us on 0345 301 0101.