Fraud protection
A forensic unit on your side.
Our Forensic Financial Investigation Unit does two jobs: it works to stop fraud reaching your account, and when something does go wrong, it investigates and pursues recovery of your money.
Stopping it before it happens
Most fraud is prevented by making the wrong transaction hard to complete in the first place.
Monitoring around the clock
Accounts are watched for patterns that don't fit — unusual amounts, unfamiliar destinations, a sudden change in behaviour. Anything that stands out is escalated to a human reviewer the same day.
Every withdrawal is reviewed
Money never leaves an account automatically. A member of our team checks each withdrawal request before it is processed, which is the single most effective control we have.
A second secret only you know
Your security word is required for withdrawals and for sending money to other people. Someone who has your password still cannot move your money without it.
Instant card freeze
If a card is lost, or you see something you don't recognise, you can freeze it yourself from your dashboard in one tap. Unfreeze it just as quickly if it was a false alarm.
If something does happen
Report it and the unit takes over. You are not left to chase it yourself, and you are told what is happening at each stage.
- 1
You tell us
Report it from live chat, by email, or from inside your account. The clock starts the moment we hear from you — speed matters more than paperwork.
- 2
We secure the account
Cards are frozen and pending outbound transactions are held while we look. Your remaining balance is protected first, before anything else is decided.
- 3
We investigate
The unit traces the transaction through our ledger, establishes how the payment was authorised, and identifies where the money went. Every entry has a reference and a timestamp, which is what makes tracing possible.
- 4
We pursue recovery
Where funds have left Northstone, we contact the receiving institution and pursue recall of the payment. Acting quickly materially improves the chance of getting money back.
- 5
We put it right and explain
Where our investigation finds that a transaction was not authorised by you, we correct your balance. Either way you get a written explanation of what we found — not a one-line rejection.
Think something is wrong right now?
Don't wait to be sure. A false alarm costs you a few minutes; a delay can cost you the money.
- 1Freeze your card from your dashboard.
- 2Change your password from Account settings.
- 3Email support@northstonetrustbank.com, or open live chat on our homepage.
How to protect yourself
We will never ask for your password
Nobody at Northstone will ever ask for your password or your security word — not by email, not on the phone, not in chat. Anyone who does is not us.
Check the address, not the name
Our emails come from northstonetrustbank.com. A display name is easy to fake; the domain after the @ is not.
We don't rush you
Pressure to act immediately, threats to close your account, or a demand to move money to keep it safe are all signs of fraud. Real banks give you time.
Check your activity
Your transaction history shows every entry with a reference. Reviewing it now and then is the fastest way to spot something early.
Questions about your account security?
Our team would far rather answer a question early than investigate a loss later.