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Preventing Identity Theft - Citi UK

Preventing Identity Theft

Report something suspicious?

If you are ever worried that your online or personal security details may have been compromised or if your Citi Debit Card has been lost or stolen, please contact Citi immediately (available 24 hours, 7 days a week) on:

Citigold customers - 0800 00 56 00 or +44 207 500 5600

All other customers - 0800 00 55 00 or +44 207 500 5500

Steps we have taken to safeguard your account

To ensure confidence and peace of mind for customers who use our services, we’re continually improving and developing our security measures.

We employ a range of security measures to protect your security and personal information. These include:

  • A dedicated security team that investigate new technologies, monitor activity and respond promptly to any security issues.
  • Whether you call us, or we call you, we always take steps to check your identity before giving out information about your account over the phone.
  • A 128-bit SSL (Secure Sockets Layer) encryption engine, that provides industry standard levels of security ensuring that your information cannot be read by anyone else.
  • Suspending your online access after 3 invalid login attempts. Similarly, 3 invalid PIN attempts will block ATM access.
  • Logging you off your online account if it is inactive for more than 5 minutes.

Your personal details should always be kept safe and secure. At Citi we continually review and update our security to ensure you and you details are protected. Below we have suggested some steps that you can take to protect yourself from becoming a victim of fraud.

Stay S.A.F.E:

  • Suspect anything or anyone you don’t know - no matter what or who they claim to be.
  • Ask questions. Whatever a fraudster tries, you have the power to stay in control.
  • Find out for certain who you’re dealing with. Challenge anything that seems suspect.
  • End situations that make you uncomfortable. If you feel threatened, contact the police.

Passwords and Personal Identification Numbers (PINs)

Never give your PIN code to anyone. Don’t give out password, personal or financial details unless it is to use a service that you have signed up to and you’re sure that the request for your information is directly related. None of our staff will ask you for your full t-PIN or ATM PIN. Ensure that when you are sent your PINs you memorise them and destroy the notification. Remember to:

  • Shield your PIN when authorising purchases or making cash withdrawals from an ATM.
  • Never enter any of your t-PIN or ATM PIN into websites or order forms, or disclose it to anyone else either in person or by typing in to the phone. (The only time you should type your t-PIN in to the phone is when calling Citi and completing security via the IVR system).
  • Immediately report any signs of tampering or if the ATM does not return your card and change your PINs regularly.
  • Never write down your User Name, Password or Citi Card ATM PIN, especially on your Citi Card, computer or mobile phone.
  • Remember to sign off when you finish a session and if you're using the service at work, never leave your computer with your details on screen.

Tell us immediately if you think someone knows your Password, e-PIN or ATM PIN by calling 0800 00 55 00 or +44 207 500 5500.

Never lend your Citi Card to anyone and be extremely wary if strangers approach you while you are using it.

Online Banking

To find out about receiving fraudulent emails, how to determine genuine communications from Citi and what you can do to remain safe go to the fraudulent emails page.

Antivirus and antispyware - Make sure your computer is protected against viruses and spyware by installing protective software. It’s also important to update any antivirus software you have by downloading the latest versions on a regular basis. If the software you use supports auto updates then we recommend that you set this to automatically check for updates every time you connect to the internet.

Software updates - Make sure that your computer's operating system and browser software is updated with the latest security patches.

Firewalls - We recommend you use a firewall to reduce the likelihood of unauthorised access to your computer from the internet. If you do use a firewall ensure that it is updated regularly.

Unsolicited calls

You should be cautious when accepting unsolicited phone calls from people claiming to be from Citi or another business, especially where you are asked to provide information about your login credentials or card details.

There is growing evidence that criminals are using SMS text messages in phishing scams. Be careful about clicking on embedded internet links in text messages.

Do not give any personal information (name, address, bank details, email or phone number) to anyone before verifying their credentials. Always ask for the caller’s number and verify the company name - if you still are not happy to continue, end the call and call Citi on 0800 00 55 00 or +44 207 500 5500.

Other sources of security advice

Banking: For more information about banking and security, review this link brought to you by the UK banking industry:

Identity Theft: For information about protecting your identity, visit the identity theft website:

Action Fraud: To learn more about fraud and financially motivated internet crime, visit Action Fraud UK:

Please note that the contents of the ITsafe and CIFAS websites are provided by the Government and the UK Fraud Prevention Service respectively and not by Citibank Europe plc, UK Branch.

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