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What’s the best way to get in touch in writing?

Secure communication and online banking

What’s the best way to get in touch in writing?

The most effective means of contacting us in writing is by using the Secure Messaging feature once you’ve logged into your account.

It’s called Secure Messaging because we know you’ve had to log-in before getting in touch, so we can share account specific information without any worries. Unfortunately, we can’t be quite as detailed on email.

We’ll get back to you by Secure Message as soon as possible, and always within two working days. Once we’ve replied, you’ll receive an email letting you know and then you can log-in and read our response confidentially.

Online banking security tips

It’s good to talk

If you’d rather speak to someone, then our UK call centre is open seven days per week so you could always do that instead.

Keep yourself protected

You can do this with security patches and by using the latest version of your preferred browser.

If you prefer to use a mobile device for online banking, this should also  be kept safe by downloading security updates. It is also advisable to install an antivirus app.

Watch out for scam calls and emails

Fraudsters use many ways to obtain confidential data.

Some of their tactics include sending out emails with links to spoof websites trying to trick you into giving your security information away. They may offer you large sums of money or try to convince you there’s a problem with your account.

If this happens, never click on links or enter personal, financial or security details until you have checked the email and website address carefully and you know the site is using encryption.

If you receive emails that are suspicious, or you have any concerns, do not respond. Either email savings@online.paragonbank.co.uk or phone 0800 052 2222 and we will investigate.

You can also find helpful information on online scams and how to protect yourself against them by visiting the FCA website.

Be cautious when using wifi hotspots

When out and about, avoid providing personal details and logging into your bank account over public wifi hotspots as they are not always secure. Wherever possible, use well-known commercial hotspot providers and be aware of ‘shoulder surfing’ where people may be watching what you are doing from behind your back – and always log off when you’re finished.

If you leave your screen inactive for more than 10 minutes, you will be automatically logged out of your account. While you should always log off whenever you leave your computer, the automatic time-out provides some additional protection.

Here’s what we will never do: 

  • We will never contact you by email, post or phone asking for your security details.
  • We will never email you with a direct link to your account login page.
  • To log into your account, it’s best to type Paragon Bank’s web address www.paragonbank.co.uk into your internet browser and then proceed through the login process.
  • When you call us, we will run through our security checks as standard and when you visit our website you can be confident that we comply with the privacy standards followed by all major British financial institutions.
  • This means it’s safe for you to click on the links within our site and log in to your account.

To summarise:

  • We use strong encryption technology to ensure all sensitive data communications are protected while in transit. This ensures any information you send between us, passed over the internet, cannot be read or changed by anyone else.
  • When you visit an encrypted area of our website, internet browsers, such as Microsoft Internet Explorer, we will show you a website is secure by displaying a padlock symbol in the browser window. The letters ‘https’ will also be displayed in front of the website address (URL) in the browser's navigation bar. You can click on the padlock symbol to reveal our Registration Certificate which has been issued by GeoTrust, a leading certificate authority.
  • One of the best ways to stay secure on the Internet is to always ensure that you use the most up-to-date version of your browser software, to use a personal firewall, to install anti-virus software and keep it up-to-date.

Paragon Banking Group PLC.  Registered in England number 2336032.  Registered office 51 Homer Road, Solihull, West Midlands  B91 3QJ.