How do I know if a NatWest call or email is genuine? | NatWest

How do I know if a NatWest call or email
is genuine?

How to tell a genuine NatWest email
or call from a fake with our guide.


Fraudsters pretending to be from NatWest can be very convincing. They might have done their research before trying to contact you, using social media or a simple Google search to find out some of your personal details. This will make their call or email seem convincing, but don’t fall for it

We will never email or call you asking for personal information.  

There are some details that we’ll never ask you for over the phone or in an email

Here is a list of things we will never do or ask for over the phone or in an email, but a fraudster might:

We will never ask you to confirm any Online Banking passwords

If we did get in touch with you about a suspicious transaction on your account, we might ask you to confirm digits from your Online Banking pin number to check that it’s you. We will never ask for your Online Banking password.


We will never ask for your debit card PIN number

A fraudster could ask you over the phone to enter your PIN number into the keypad, but you should never do this.

We will never ask for authorisation to transfer money to an unknown or “safe” account

A fraudster might contact you via email or phone to tell you that your account has been hacked, or that the banking website has been attacked by a virus. They might send you bank details so that you can transfer your cash to a “safe” account. The account will often belong to the fraudster and you’d be sending your money straight to them. We will never contact you via phone or email to transfer money. 

We will never email you links to the Online Banking page

We will never ask you to confirm your Online Banking details via email. If you click the link you might be sent to a page where the scammer can see everything you type, giving them your details. This is known as a phishing scam. Read our guide to the different kind of phishing scams to make sure you know how to spot a fake email.

We will never ask you to carry out any kind of “test transaction” online

A fraudster might give you fake bank details to transfer a small sum to so they can check your account is working properly, but you could be sending money straight to a criminal.


We will never send someone to your home to collect a bank card or cash

A scammer might contact you over the phone or by email to say that your account has been hacked, or your debit card cloned. They will tell you that someone from NatWest needs to come and collect your debit card or your cash. They may even have fake identification.


We will never do this, so don’t give away any personal details like your address over the phone or by email, and never give your card to a stranger.



We will never ask you to try out a new mobile app to access your Online Banking

You should never use any other apps to access your Online Banking other than the official NatWest app. We will never ask you to use any other apps to access our services.


App available to Online Banking customers with a UK or international mobile number in specific countries

We will never call you to advise investing your money in any commodities

We will never call you to recommend you buy or invest in any commodities (such as diamonds, gold or land). This is another scam that can lose you money. Don’t fall for it and hang up.


Add your signposting title here… Other signs a call or email is a scam

If you receive an email claiming to be from us, double-check the logo and the spelling. Fake emails often contain errors in spelling and grammar, and website links can look different, so look out for these signs that an email is spam. If you are ever in doubt, forward the email to Never click any links in the email.

If you are on the phone to someone who claims to be from your bank, they might advise you to hang up and ring your bank on an official number to double check. This is part of the scam. When you hang up the call, the scammer will stay on the line. Always hang up and ring us from a different number. Learn more about how to spot and avoid a phone scam here

If you think you have responded to an email and/or you suspect your accounts have been accessed by someone other than yourself, get in touch with us immediately.

Online and telephone fraud

0800 161 5154

Overseas: +44 1268 500874

Minicom: 0800 027 1395

For more information, please visit our Security Centre.


Protect your details on social media

Make it harder for scammers to get your personal details by making your social media more private. Learn more with our guide to social media.

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