Fraud Prevention and Scam Awareness

Your safety is important to us. Scammers often use pressure, urgency, or unexpected changes to trick people into sending payments.

Before making a payment, please take a moment to carefully consider the below.

Stop and think carefully if:

  • You are being pressured to make the payment urgently
  • You have been asked to use new payment details unexpectedly
  • The request differs from normal instructions or bypasses approval processes
  • Claims to be from a recognised supplier but is contacting via an alternative method than usual. Even if they know some basic information about you or your organisation, don't assume they’re genuine

If any of the above apply, STOP and do not proceed until you have made further checks.

Only proceed if you are confident the payment is:

  • Legitimate
  • As expected
  • Being sent to payment details confirmed verbally or in person

If you are not entirely confident, refrain from making the payment. Take appropriate steps to very the request, such as:

  • Contacting the recipient using known and trusted contact details/methods
  • Carefully reviewing invoices or payment instructions
  • Speak with a crew member or account administrator

What is the payment for?

To help protect you from fraud, we may ask you to confirm the purpose of your payment.

You may be asked to select one of the following:

  • Moving money to another account in the same name
  • Paying employees or account holders
  • Paying a bill or invoice to a new (unknown) supplier
  • Paying a bill or invoice to a known supplier
  • Something else

Need Assistance?

If you are still unsure whether to proceed or believe the request may be fraudulent, do not complete the payment.

Please contact our support team before taking any action.

Similarly you can also forward any suspicious emails or texts to us by email

What if you need to query a transaction or don’t recognise it?

You may wish to query a transaction if the amount is incorrect or there are issues with the goods or services received.

Alternatively, you may need to report fraud if you suspect your card has been without your authorisation or you don't recognise a transaction.

Simply login to the mobile app

  • Sign in to the app
  • Select the transaction you wish to query
  • Select either ‘Query Transaction’ or ‘Report Fraud’
  • Follow the on screen instructions, to provide further information and submit the information.
  • A member of our team will be in contact OR it automatically calls us? - Amend as necessary