Personal savings help and support

Safer savings

We’ll do everything we can to keep you safe and secure when you bank with Aldermore. Here are just some of the ways that we protect you:

  • We’ll only return funds to the UK bank or building society account that you have chosen as your nominated account
  • If you’re a Personal Savings customer we’ll give you a unique Customer ID and you’ll need this, along with your password and the memorable details that you give us, to log in to your account. If you’re a Business Savings customer we’ll give you a unique User ID and you’ll need this, along with your password, to generate a one-time use passcode each time you log in to your account
  • Each time you log in, we’ll display the date and time you last logged into your account, so you can tell immediately that there has been no online activity since your last visit
  • We use online security certificates issued by GlobalSign, and you can see that a secure connection has been established from both the change in the web address from http to https and the appearance of the green padlock. You can click on the padlock to view our certificate
  • We’ll never write to you or call you to ask you to provide your password. If we speak to you over the phone, we’ll verify your identity before we give out any information about your account. The information we ask for may include your Customer ID or User ID, selected characters from your password or, if you’re a Personal Savings customer, selected characters from your memorable details

If you think someone else may know your password or memorable details please call us immediately. We'll check your account for you and set up new account or security details straightaway. 

We take all security matters very seriously and use the latest technology and rigorous security measures to safeguard your account, including:

  • encryption technology
  • firewall protection
  • secure log in
  • system time-out
  • last login date and time
  • online certificates
  • telephone help encryption technology

We provide a safe and secure environment in which to operate your online savings account.

Your access and use of our website is validated and protected using the Secure Socket Layer (SSL) protocol, using 128-bit encryption, the latest encryption technology, so that information passed between us and you is scrambled, and cannot be read or understood by anyone else.

You should also see a padlock symbol or key appear in your web browser, which indicates that the session is secure and the web site address begins https:// rather than http://.

Firewall protection

We use firewalls to restrict access to our systems and routine monitoring is performed to protect your information from unauthorised access.

Secure log in

Your account can only be accessed by entering your unique Customer ID and password. Additional secret data e.g. a PIN or personal memorable data may also be required for some services.

System time-out

You'll be automatically logged out of your account if you leave your screen inactive for more than five minutes. Whilst you should always log off, whenever you leave your computer, the automatic time-out provides some additional protection.

Last login date and time

Whenever you log in to your account, the date and time that you last logged in is displayed for your protection.

Online certificates

We use online security certificates, issued by GlobalSign, so that you can verify that our web site is genuine. Clicking on the gold padlock at the bottom of the web browser allows you to view our certificate. If a warning message is displayed, you should not enter the site.

Contact us immediately if you think your account has been accessed by anyone other than yourself.

Keeping your data and money safe

We've joined other UK financial services providers in Take Five, an initiative led by Financial Fraud Action UK. Its aim is to encourage people to stop and take time to think before they act.

You can find out more on the Take Five website, but always remember these five rules:

  • Never disclose security details, such as your PIN or full banking password
  • Don't assume an email, text or phone call is authentic
  • Don’t be rushed – a genuine organisation won’t mind waiting
  • Listen to your instincts – you know if something doesn’t feel right
  • Stay in control – don’t panic and make a decision you’ll regret
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