Taking control; protect yourself from fraud

Working with you to fight fraud

We do our best to protect our customers from fraud, so if you think you have been a victim of fraud, get in touch and we can guide you on what to do next.

Spotting signs of fraud

To help you remain cautious and so you know what to expect from us, there are a few things we will never do;

 

We will never contact you via email using 'Dear emailaddress.com', we will always refer to you directly.

 

We will never send an email requesting immediate transfer of payment. We will always ask you to contact us directly or use your online account to make a payment.

 

We will never provide premium finance with a broker who isn’t regulated by the FCA. If you’re not sure you can check here if your broker is FCA registered.

Frequently asked questions

Here are some commonly asked questions to help you spot potential fraud. 

 

    Who are Close Brothers Premium Finance

    Close Brothers Premium Finance work with insurers and brokers to help people spread the cost of their insurance premium through monthly instalments.

     

    If you have recently bought or renewed an insurance policy through your insurance broker and you are using premium finance to pay for the cost of the insurance, you will receive a letter or email from us with our name on it.

     

    If you have not renewed or taken out new insurance recently or are not paying for your insurance through premium finance or you have any doubts regarding the documentation you have received, we recommend that you check with your broker or insurer, or you can contact us directly to investigate this matter for you.

    I have received a Welcome Pack from you, what is this for?

    If you have recently bought or renewed an insurance policy through your insurance broker and you are using finance to pay for the cost of the insurance, you will receive a Welcome Pack from us.

     

    This provides all the details you need to know about your premium finance, including a copy of your credit agreement and monthly repayment schedule.

     

    If you haven’t recently taken out a new or renewed your existing insurance policy, let us know and we will investigate this for you.

    What should I do if I see Close Brothers Premium Finance on my credit report?

    If you have chosen to take out premium finance to pay for the cost of your insurance premium, we will undertake a credit check as part of your finance application. If you haven’t recently taken out a new insurance policy or renewed an existing policy, call us on 0333 321 8566 so we can investigate this further.

     

    You can contact the relevant credit rating agency (such as Experian or Equifax) to let them know that there has been unusual activity on your credit report. They will be able to guide you on any further steps you should take.

    Why have Close Brothers Premium Finance taken a payment from my account?

    Where you have chosen to take out premium finance with us to pay for the cost of your insurance, we will collect your repayments through a monthly Direct Debit from your bank account. Details of the Direct Debit, including the amount and date are set out in the Welcome Pack we will have sent to you.

    If you see our name on your bank statement and you don’t think this is something you have arranged, you can contact us to investigate this further for you.

    After you have spoken to us and we have identified it as an unauthorised payment you should contact your bank to cancel the Direct Debit instruction and they will give you additional support.

    Keeping safe online

    It’s important to us that you stay safe online, so here are 4 top tips to follow.

    Create a strong password

    Always choose a strong password and use a password manager where possible. For tips on setting a strong password visit www.ncsc.gov.uk

    Keep your devices, software & anti-virus up-to-date

    To ensure you have the full level of protection available, when alerted to an update for your device or one of your apps, don’t ignore it.

    Take care when using a public computer

    Never save your password on a public or shared computer. Remember to logout of any website when you’re away from the device. You can also use ‘incognito mode’ or private browsing.

    Look for the padlock

    Double check the web address in your browser and look for the padlock symbol to confirm you’re on the genuine Close Brothers website.

    Suggested resources to support you

    If you suspect you have been a victim of fraud, we recommend you report it to Action Fraud

    Useful links

    Advice from Experian

    FCA - protect yourself from scams

    CIFAS - fraud prevention
     

    Need further help? Contact us now.

    0333 321 8566

    customerservicespf@closebrothers.com