Security

What we will do to protect you

We will never ask you to disclose your whole password to us except when you specifically want to change it and you can only do this once you have logged into your account. When you log in we will randomly ask for three characters from your password
ll pages that display or collect personal information are encrypted. Look for the padlock symbol in your browser status bar
A team of independent security experts regularly tests our website
We may contact you by telephone to check the details of changes you have requested online - it is important that you keep us informed if you change your number, and if possible provide more than one number on which you can be contacted
You should note that ordinary email is not secure. We will only use email to send confidential information about your accounts to you where we are required to do so, where you specifically request it, and where it is suitably protected. Similarly, please do not send us any confidential information via email
We will verify your identity before disclosing confidential information over the telephone or re-setting your password
Your session will time out after a period of keyboard inactivity
Access to your online account will be locked out after three failed access attempts. You will need to call us to reset your account

An overview of the security measures we take to protect you.

Further information to help you to protect yourself.

Never reveal your password to anyone or write it down, unless you’re using an authorised online Third Party Provider. Additional information on accessing your account(s) through a TPP can be found here.
Do not use a password that could be easily guessed by someone else
Change your password immediately if you suspect someone else could know it
Log off from the Chelsea website when you have completed your transaction
Keep your PC updated with current anti-virus software, the latest browser versions and relevant security patches/updates
Use a firewall to protect your PC from hacking attacks
Do not send us any confidential account information via email
Make sure we have your correct email address and check your inbox regularly for new messages
Make sure we have your correct telephone number, in case we need to contact you about unusual activity on your account
Beware of 'phishing' emails or texts. Do not respond to these messages or open any links or attachments within them. If you receive an email or text message you were not expecting, please contact us using a number you have verified as genuine. Click here for more information about phishing, quishing, vishing, and smishing scams
Download our Protect yourself from Identity Theft and Fraud guide.

Call our helpline 24 hours a day, 7 days a week.

*When our office is closed this is an automated service; a colleague will be in touch when we reopen.