Preventing Fraud

Information security is a major concern. By taking some basic precautionary measures, however, you can greatly reduce the risk of fraud. Below are some simple tips to follow for better protection.

Protecting your credit card and cheques
Protecting your credit card PIN
Using your credit card
Travelling with your credit card

Protecting your credit card and cheques

When you receive a new card, sign it straight away.
Never leave your card unattended in public places or "behind the bar".
During a transaction, never let your card out of your sight. In a restaurant or bar, ask the staff to bring the Chip & PIN terminal to you or go with them, rather than letting them take your card.
Keep all credit card cheques in a safe place.
Do not discard receipts or correspondence that contains personal information or details of your financial affairs in general household waste. Small modestly priced domestic shredders are readily available and their use is recommended.
Destroy or shred any unused credit cards and cheques when new ones are received.

Protecting your credit card PIN

Never disclose your PIN to anyone–including MBNA personnel. If you call MBNA or receive a call from MBNA, we will never ask you for your PIN.
Your PIN is only used with Chip & PIN terminals, cash machines and other automated systems, such as self–pay petrol pumps or train ticket issuing machines–never with human interaction. People simply don't need to know it.
You will never be asked for your PIN when making a mail order or internet transaction. Merchants may request the 3–digit security number on the signature panel on the reverse of your card. You should not get confused between the two and should never disclose your PIN over the phone, internet or when making a mail order transaction.
When withdrawing cash or making a transaction, always shield your PIN so it cannot be seen by others. Use your body or hand to shield the PIN pad from customers, sales staff and people queuing behind you.
When selecting a PIN, choose a number that you'll find easy to remember. Most high street bank cash point machines will enable you to choose a preferred PIN number.
Your PIN, for obvious security reasons, is not visible to MBNA personnel. You can request a PIN reminder at our secured Online Banking service.
Treat your card and PIN as if they were cash–because that's exactly what they are. Don't leave them unattended in a car, wallet or handbag where they may offer an open invitation to a potential thief.

Using your credit card

Here are safety tips to follow when using your credit card, listed by type of transaction.

Email transactions	Email is not a secure form of communication. If a retailer asks you to send credit card information via email in order to complete a transaction, you should refuse. If you receive an email that appears to be from MBNA, but you suspect it to be a hoax, please forward it as an attachment to emailfraud@mbna.com before permanently deleting it from your mailbox.
Phone transactions	Don't ever disclose sensitive information to someone who is calling you. If you initiate the call, security questions are a necessary part of authenticating your identity and can stop a criminal from accessing your account. If you are sure you are speaking to MBNA, you are safe to give such details–but never your PIN. If you are speaking to a retailer, you might legitimately be asked for your card number, issue date, expiry date, or 3–digit security number–but never your PIN.
Web transactions	Many computer viruses are capable of stealing your internet banking username and password. Make sure that you have antivirus and personal firewall programs installed and that you update them regularly. Add the MBNA Online Banking website to your internet browser favourites. If you always enter the site through your browser favourites, you can have confidence that you are not logging into a fake website. When submitting credit card information online, always check for the padlock symbol on your web browser and check that the web address starts with https://. This means that your payment information will be protected when it is transmitted. You will always see these on our secured Online Banking service. Want extra security when you shop online? You can now sign up to Verified by Visa^TM and MasterCard^® SecureCode^TM through our 3D Secure service.
In–store transactions	Make sure that you have your card with you at a retail store. You might legitimately be asked to verify the signature on the back of the card. The retailer should never ask for your full security details or your PIN.
All transactions	With any transactions, if you are having the goods delivered to an address other than the address on your statement, please call us in advance to advise us. This may help prevent your transaction being declined. If you feel your personal details have been compromised, call us immediately on 0800 062 062 and we will arrange for your passwords and other security details to be changed immediately.

Travelling with your credit card

Help prevent fraud on your card when travelling by treating your cards as carefully as you would cash. Keep your cards with you rather than packing them in your suitcase and don't leave your card unattended, either in your hotel room or when you are out and about. Make sure that your valuables are always concealed–especially in cars or on the beach.
If you are travelling overseas, call us in advance and tell us where you're going and for how long. We can adjust our systems to take account of this. Our telephone numbers can be found in the Contact Us section of this website.
Ensure that you have MBNA's 24–hour freephone reverse–charges number 0044 1244 672 111 written down and programmed into your mobile phone and report any theft or loss immediately. Keep a copy of the number in your hotel room.