Keeping You and Your Money Safe
What to do if you believe you have been the victim of fraud or have fallen victim to a scam, plus tips on how to protect yourself.
We take any allegation of fraud very seriously and have a team of dedicated fraud experts who are here to support and provide guidance if you believe you have been the victim of fraud.
Please see our section on how to report fraud for further information on how to contact us.
What is Fraud?
The act of fraud can include the unauthorised use of an individual’s personal information to gain access to their money, personal details, or financial products. This could involve someone pretending to be your bank, a trusted company, or even a family member to trick you into sharing information or making payments.
What is a Scam?
A scam is an act of fraud in which the perpetrator uses the victim to commit the act.
Examples of scams:
A scammer contacts you pretending to be from Tandem Bank and asks you to provide them with personal information.
A scammer uses information available on social media as a way to open communication with you with the intention to gain personal information.
A person pretending to be from an investigating authority (fraud team, police etc) contact you to move money to a ‘safe’ account.
Tandem will never ask you to share your PIN or OTP (One Time Passcode).
Keeping Yourself Safe
Tandem take the protection of your personal information very seriously, and checks will be made at the start of each call to verify that we are speaking to the right person. These checks will never ask you for security information such as your full password or PIN.
If you receive a call from us that you are not expecting and want to verify that it is Tandem before completing the verification questions, you may advise our representative of this, state that you would be more comfortable contacting us back and terminate the call. You can then contact us via the number available on our website.
Below are additional tips to help protect you from falling victim to fraudulent activity or a scam:
Always keep your personal information safe and do not share it with unauthorised persons.
Avoid sharing your personal or financial details online.
Report any lost or stolen identity documents to the appropriate authority immediately.
Destroy or delete any unwanted documents which contain your personal or financial information.
Keep all anti-virus software up to date on your devices.
Create strong passwords and never share pin numbers or passcodes with an unauthorised person.
Check your online banking and bank statements regularly for any transactions you don’t recognise.
Sign up to a credit reference agency such as Experian, Equifax or Transunion for tracking reports.
Set up controls with your bank to proactively inform you of any transactions that would be considered unusual for you.
If you receive any communication from someone claiming to be from a trusted organisation, be vigilant and do not disclose any personal information unless you are confident that the contact is genuine.
Set effective privacy settings on your devices and regularly check these so that they remain aligned to what you are comfortable sharing.
To find out more about how you can keep yourself safe online, take a look at the following websites:
How to Report Fraud to Tandem
If you believe that you may have fallen victim to fraudulent activity or a scam, it’s important to act quickly to protect yourself. You should immediately contact your bank or financial organisation to report the scam and to prevent any unauthorised activity.
If you receive a call from us that you are not expecting and want to verify that it is Tandem before completing the verification questions, you may advise our representative of this, state that you would be more comfortable contacting us back and terminate the call. You can then contact us via the number available on our website.
To notify Tandem you may use the following methods:
Telephone:
Email:
Chat: If you are an existing user of the Tandem app, you can also reach out to us using the online chat function.
Further action:
We also encourage you to make a report to your local Police force, and/or Action Fraud – the UK’s national reporting centre for fraud and cyber crime.
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