Regulatory information and governance


Leeds City Credit Union is governed by a volunteer Board of Directors, which is elected by the membership at the AGM. In addition to the Board of Directors we also have a Finance and Audit Committee made up of Directors to oversee these aspects in detail.

All Directors and senior managers are individually approved under the "Senior Management Regime" of the PRA & FCA and this means that they have to meet standards of capability. We adhere to the demanding financial reporting rules and requirements for good governance set by the PRA and FCA. We also have to meet other PRA/FCA requirements such as Money Laundering rules and Treating Customers Fairly requirements.

Prudential Regulation Authority (PRA) and Financial Conduct Authority (FCA)

Leeds City Credit Union, in common with all UK Credit Unions, is authorised by the Prudential Regulation Authority (PRA) and regulated by the Financial Conduct Authority (FCA) and the Prudential Regulation Authority. Our Firm Reference Number (FRN) is 213369.


We use professionally qualified Internal Auditors who work in conjunction with our Finance and Audit Committee to carry out an annual audit plan. We also have External Auditors, currently Grant Thornton, that perform an annual inspection of the credit union’s business and report to the membership at the Annual General Meeting each year.


Leeds City Credit Union has a dedicated Compliance Manager who is responsible for ensuring the Credit Union complies with regulatory and legislative requirements.

Regulatory Information

Covid 19 Risk Assessment

The return to work risk assessment can be found here. This document is available to all staff - as instructed by the Government. The assessment shall be reviewed monthly until the threat of COVID-19 is reduced enough to make this policy document irrelevant.

Terms and Conditions

Terms and conditions apply to all Leeds City Credit Union accounts and services. The terms and conditions that relate to a particular account or service will be provided on application or when the account or service is opened. Contact us if you would like to view the terms and conditions of a product or service before applying.

Click here to view the main terms and conditions of membership

Treating Customers Fairly

Leeds City Credit Union is a member owned ethically focused Financial Co-operative with our members at the heart of everything we do.

We want our members to have a unique experience when dealing with our teams and are fully committed to the principals of Treating Customer Fairly and the guidance provided by the Financial Conduct Authority.

We have defined six member outcomes, which explain what we want Treating Customers Fairly to achieve for consumers.

Outcome 1: Consumers can be confident that they are dealing with a credit union where the fair treatment of customers is central to the corporate culture.

Outcome 2: Products and services marketed and sold in the retail market are designed to meet the needs of identified member groups and are targeted accordingly.

Outcome 3: Members are provided with clear information and are kept appropriately informed before, during and after the point of sale.

Outcome 4: Where members receive advice, the advice is suitable and takes account of their circumstances.

Outcome 5: Members are provided with products that perform as the we have led them to expect, and the associated service is of an acceptable standard and as they have been led to expect.

Outcome 6: Members do not face unreasonable post-sale barriers imposed by us to change product, switch provider, submit a claim or make a complaint.

We recognise that our staff and volunteers are critical to delivering a positive member experience and ensuring our members are treated fairly. Our culture and values encourage and support our staff and volunteers to do this.

Your feedback is important to us and helps us to improve our products and services for you our valued members.

Privacy Policy

May 2018

Why we obtain your information
Your personal information will be held securely in Leeds City Credit Union systems so that we and any other companies in our Group that you have dealings with, either now or in the future, can manage your relationship with us. This will include information you provide when you apply to us, and any additional information provided by you or others in various ways, including:

(a) in applications, emails and letters, during telephone calls and conversations in branch, when registering for services, in customer surveys, when you participate in competitions and promotions, when using Leeds City Credit Union company websites, and during financial reviews and interviews.
(b) from analysis (for example, the amount frequency, location, origin, and recipient) of your payments and other transactions, and your use of services involving other Leeds City Credit Union companies and what they know from operating your account (including the creation of profiles used to uniquely identify you when you use our online, mobile and telephony services) which are used to help us combat fraud and other illegal activity; and
(c) information Leeds City Credit Union companies receive from or through other organisations (for example card associations, credit reference agencies, insurance companies, retailers, comparison websites, social networks, and fraud prevention agencies) whether in the course of providing products and services to you or otherwise, and from information we gather from your use of and interaction with our internet and mobile banking services and the devices you use to access them.

We obtain your personal information to maintain your relationship with us for contractual reasons, for example, if you are using one of our products or services; for legal reasons, to meet our obligations under credit union and other relevant legislation; and with your consent to keep you informed of our other services.

We will not retain your personal information for longer than is necessary for the maintenance of your account, or for legal or regulatory requirements.

How we share your information
We may share the personal information we hold about you across the Leeds City Credit Union for the following administrative activities:

(a) providing you with products and services and notifying you about either important changes or developments to the features and operation of those products and services;
(b) responding to your enquiries and complaints;
(c) administering offers, competitions, and promotions;
(d) undertaking financial reviews;
(e) facilitating the secure access to online platforms;
(f) administering matters in connection with your membership;

and also for the following data sharing activities:

(a) updating, consolidating, and improving the accuracy of our records;
(b) undertaking transactional analysis;
(c) arrears and debt recovery activities;
(d) testing new systems and checking upgrades to existing systems;
(e) crime detection, prevention, and prosecution;
(f) evaluating the effectiveness of marketing, and for market research and training;
(g) customer modelling, statistical and trend analysis, with the aim of developing and improving products and services;
(h) assessing lending and insurance risks across the Leeds City Credit Union;
(i) managing your relationship with the Leeds City Credit Union companies.

By sharing this information it enables us, and other companies in the Leeds City Credit Union Group, to better understand your needs and run your accounts in the efficient way that you expect.

Your data may also be used for other purposes for which you give your specific permission, or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.

When we may share your information
We will treat your personal information as private and confidential, but may share it with each other and disclose it outside the Leeds City Credit Union if:

(a) allowed by this agreement;
(b) you consent;
(c) needed by our agents, advisers or others involved in running accounts and services for you or collecting what you owe Group companies;
(d) needed by subcontractors to help us manage your records;
(e) HM Revenue & Customs or other authorities require it;
(f) the law, regulatory bodies (including for research purposes), or the public interest permits or requires it;
(g) required by us or others to investigate or prevent crime;
(h) needed by market research companies to assist us in providing better products and services for you;
(i) to any other parties connected with your account (including guarantors); or
(j) required as part of our duty to protect your accounts, for example we are required to disclose your information to the UK Financial Services Compensation Scheme (FSCS)
(k) you use price comparison websites or other similar services to research or purchase financial products and services. These providers will use information about you and your relationship with us to help ensure you get the best results from their services, enabling you to make an informed choice.
(l) needed by associated organisations to provide services to you

We will always ensure your information remains safe and secure.

Using your information to help prevent terrorism and crime
The Government also requires us to screen applications that are made to us to ensure we are complying with the international fight against terrorism and other criminal activities. As a result of this we may need to disclose information to government bodies.

Sharing your information to assist with asset buying or selling
Leeds City Credit Union companies may in the future wish to sell, transfer or merge part or all of their business or assets, or any associated rights or interests, or to acquire a business or enter into a merger with it. If so, they may disclose your personal information to a potential buyer, transferee, or merger partner or seller and their advisers so long as they agree to keep it confidential and to use it only to consider the possible transaction. If the transaction goes ahead, the buyers, transferee or merger partner may use or disclose your personal information in the same way as set out in this notice.

Sharing your personal information between 1st and 2nd charge lenders
If you have a secured loan with us, we may need to share information with other lenders who also hold a charge on your property.

Joint Applicants
If you give personal information about someone else (such as a joint applicant) then you should not do so without their permission. Where information is provided by you about someone else, or someone discloses information about you, it may be added to any personal information that is already held by us and it will be used in the ways described in this privacy notice.

Sometimes, when you open a joint account or product, this may mean that your personal data will be shared with the other applicant. For example, transactions made by you will be seen by your joint account holder and vice versa.

Using companies to process your information outside the EEA
All countries in the European Economic Area (EEA), which includes the UK, have similar standards of legal protection for your personal information. We may run your accounts and provide other services from centres outside the EEA (such as the USA and India) that do not have a similar standard of data protection laws to the UK. If so, we will require your personal information to be protected to at least UK standards. We may process payments through other financial institutions such as banks and the worldwide payments system operated by the SWIFT organisation if, for example, you make a CHAPS payment or a foreign payment. Those external organisations may process and store your personal information abroad and may have to disclose it to foreign authorities to help them in their fight against crime and terrorism. If these are based outside the EEA, your personal information may not be protected to standards similar to those in the UK.

Using credit scoring
When you apply for credit, an automated system known as credit scoring may be used when considering whether to agree the borrowing. It is a method of assessing your likely conduct of an account based on a range of data, including the conduct of previous similar accounts. It is a system widely used by credit providers to help make fair and informed decisions on lending.

Credit scoring takes account of information from three sources - the information you provide on your application, information provided by credit reference agencies and information that may already be held about you by companies in the Leeds City Credit Union Group. A credit scoring system will consider information from these sources, to make an overall assessment of your application.

The credit scoring methods used are regularly tested to ensure they remain fair, effective and unbiased. Using a credit scoring system helps us to lend responsibly.
How we use Credit Reference Agencies
In order to process an application, we will perform credit and identity checks on you with one or more credit reference agencies (“CRAs”). Where you take banking services from us we may also make periodic searches at CRAs to manage your account with us.

To do this, we will supply your personal information to CRAs and they will give us information about you. This will include information from your credit application and about your financial situation and financial history. CRAs will supply to us both public (including the electoral register) and shared credit, financial situation and financial history information and fraud prevention information.

When CRAs receive a search from us they will place a search footprint on your credit file that may be seen by other lenders.

Credit Reference Agencies (CRAs) collect and maintain information about consumers' and businesses' credit behaviour. This includes Electoral Register, fraud prevention, and credit information - including details of previous applications and the conduct of your accounts - and public information such as County Court Judgements, decrees, and bankruptcies.

The information that Leeds City Credit Union companies and other organisations provide to credit reference agencies about you, your financial associates and your business (if you have one) may be provided to other organisations and used by them and us to:

(a) help make decisions, for example when:
(i) checking details on applications for credit and credit-related or other facilities;
(ii) managing credit and credit-related accounts or facilities;
(iii) recovering debt;
(iv) checking details on proposals and claims for all types of insurance;
(v) checking details of job applicants and employees;
(b) detect and prevent crime, fraud and money laundering.
(c) check your credit history;
(d) verify your identity if you, or someone financially linked with you, applies for services;
(e) trace your whereabouts; and
(f) undertake research, statistical analysis and systems testing.

If a Leeds City Credit Union company needs to make a credit decision when you apply for a credit-based product or service or to review the amount of credit it provides under an existing agreement, such as an overdraft, your records will be searched, along with those of anyone who is financially associated with you such as your spouse or partner. The CRA will keep a record of this search and place a "footprint" on your credit file, whether or not the application proceeds.

We may give details of your account and how you conduct it to credit reference agencies, including if you borrow and do not repay in full and on time. If you fall behind with your payments and a full payment or satisfactory proposals are not received within 28 days of a formal demand being issued, then a default notice may be recorded with the CRAs. Any records shared with CRAs will remain on file for 6 years after your account is closed, whether it has been settled by you or as a result of a default. Other organisations may see these searches and updates if you apply for credit in the future, and these may affect your ability to borrow from other lenders.

If you apply for a loan using joint income, or tell us that you have a spouse or financial associate, a financial association will be created between your records, including any previous and subsequent names used by you. This means that your financial affairs may be treated as affecting each other. These links will remain on your and their files until such time as you or your partner is successful in applying for a disassociation with the CRAs to break that link. You must be sure that you have their agreement to disclose information about them. Searches may be made on all joint applicants, and search footprints will be left on all applicants’ records.

You have a right to apply to the credit reference agencies for a copy of your file.
We carry out most of our credit searches using TransUnion, but details of how you have run your account(s) may be disclosed to all the credit reference agencies. The information they hold may not be the same and there is a small fee that you may need to pay to each agency that you apply to. Their addresses are:

Experian Consumer Help Service, PO Box 9000, Nottingham NG80 7WP or call 0344 481 8000 or log on to

Equifax plc, Credit File Advice Centre, PO Box 1140, Bradford BD1 5US or log on to

TransUnion, Consumer Services Team, PO Box 491, Leeds LS3 1WZ or call 0870 060 1414 or log on to

Using Fraud Prevention Agencies
We have systems that protect our customers and ourselves against fraud and other crime. Customer information can be used to prevent crime and trace those responsible. We will share your personal information from your application with fraud prevention agencies. If false or inaccurate information is provided and fraud is identified, details of this fraud will be passed to these agencies. Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when:
 Checking details on applications for credit and credit related or other facilities.
 Managing credit and credit related accounts or facilities.
 Recovering debt.
 Checking details of job applicants and employees.

We and other organisations may access and use from other countries the information recorded by fraud prevention agencies.

How we check your identity
We may ask you to provide physical forms of identity verification when you open your account. Alternatively, we may search credit reference agency files in assessing your application. The agency also gives us other details and information from the Electoral Register to verify your identity. The agency keeps a record of our search, whether or not your application proceeds. Our search is not seen or used by lenders to assess your ability to obtain credit.

Undertaking Anti-Money Laundering checks
To comply with money laundering regulations, there are times when we need to confirm (or reconfirm) the name and address of our customers. This information may be shared with other group companies.
Obtaining information about you, and other personal details
When you apply for borrowing it may be necessary to obtain references, details of your existing financial commitments of any kind, and any other information that is required to assess or review lending risks, to recover debts, and to prevent or detect fraud. Where applicable, your current and previous employers, accountant, landlord, lender or bank may be contacted to obtain this information. In limited circumstances these references may need to be obtained after you open your account. This may be for regulatory purposes, or if the lending decision needs to be reviewed. Your permission to obtain these references will therefore continue to apply after your account has been opened.

Using your details for service contact
Making sure we deliver excellent customer service is very important to us and to do this various methods of communication may be used when sending you information about your account. Most of the time you will be contacted by letter or telephone, but you may also be sent updates by text message or email when it is believed to be appropriate. You can ask us to stop sending these messages at any time. Additionally, in extraordinary circumstances (such as natural disaster or civil unrest) we may also send you updates by text message or email. If we decide to use email to contact you, we will only do this if we have ensured that using email will not put your information at risk, or, if you have requested we email you, that we have explained the risks of sending an "insecure" email and that you are happy to accept that risk.

In addition you may wish to choose a channel of communication that suits you when you need to contact us. If you need to email a Leeds City Credit Union company, we recommend you check our website(s) to see if a secure email facility exists so that your email can be sent securely. If you send us emails in other ways, such as from your personal account, then remember that the message may not be secure and there is a risk that it could be intercepted. If you choose to send an "insecure" email, please keep the amount of confidential information you include to a minimum.

Recording phone calls
We may monitor or record phone calls with you in case we need to check we have carried out your instructions correctly, to resolve queries or issues, for regulatory purposes, to help improve our quality of service, and to help detect or prevent fraud or other crimes. Conversations may also be monitored for staff training purposes.

Using information on social networking sites
As part of our ongoing commitment to understanding our customers better, we may research comments and opinions made public on social networking sites such as Twitter and Facebook.

Obtaining a copy of your information
Under Data Protection regulation, you have the right to request access to your personal data free of charge. If anything is inaccurate or incorrect, please let us know and we will correct it. For further details on how to request a copy of your information, please call 0113 242 3343

Using your personal information to contact you about products and services
Leeds City Credit Union companies will use your personal information so we can provide you with product details and offers that are more relevant to you. This may include products and services from companies outside of our Group if we believe it may be of interest to you or benefit you financially, and it could continue after your relationship with us ends.

We might contact you by mail, telephone, email, or text unless you have asked us not to. If you are an Internet Banking customer, we may also display personalised advertising to you when you use our Internet Banking service and mobile app, through other digital channels (such as other websites or digital TV). You can change your preferences at any time by calling us, writing to us, contacting your local branch or by updating them online. If you do opt out, you may still see some generic, non-personalised advertising when you are using digital channels.

We will not provide information about you to companies outside our Group to use for their own marketing purposes unless you have given us your consent.

Using cookies
In general, you can visit Leeds City Credit Union websites without identifying who you are or revealing any information about yourself. However, cookies are used to store small amounts of information on your computer, which allows certain information from your web browser to be collected. Cookies are widely used on the internet and do not identify the individual using the computer, just the computer being used. Cookies and other similar technology make it easier for you to log on to and use our websites during future visits.

To access our cookie notice, please go to the cookie policy page

Changes to Privacy Notice
We keep our privacy notice under regular review and we will reflect any updates within this notice.

This privacy policy was last updated 09/04/2018.


As are other banks, credit unions and building societies Leeds City Credit Union is a member of the Financial Services Compensation Scheme (FSCS). The FSCS can pay compensation to depositors if Leeds City Credit Union is unable to meet its financial obligations. Most depositors – including most individuals and small businesses – are covered by the scheme. Click here for the FSCS Depositor Information Sheet and exclusion list.

In respect of deposits, an eligible depositor is entitled to claim up to £85,000. For joint accounts each account holder is treated as having a claim in respect of their share so, for a joint account held by two eligible depositors, the maximum amount that could be claimed would be £85,000 each (making a total of £170,000 maximum payment for protected deposits).

The £85,000 limit relates to the combined amount in all the eligible depositor’s accounts with Leeds City Credit Union, including their share of any joint account and not to each separate account.

For further information about the scheme (including the amounts covered and eligibility to claim) please either contact Leeds City Credit Union, refer to the FSCS website or call 020 7892 7300 or 0800 678 1100.


We are also part of the Financial Ombudsman Service and have to maintain written complaints handling policy and procedures. A copy of these procedures is detailed below, or can be obtained from us.


Leeds City Credit Union is committed to providing you with the best service possible. We understand there may be times when something goes wrong, so if you have a problem please let us know.

Get in touch with us by telephone on 0113 242 3343, email, or by post to Member Services Department, Leeds City Credit Union, 2nd Floor, Westminster Buildings, New York Street, Leeds LS2 7DT. We will endeavour to settle your complaint as soon as possible using our Complaints Procedures. A copy of our complaint procedures is available upon request.

Should you be unsatisfied with the outcome of your complaint you can then contact the Financial Ombudsman Service, Exchange Tower, Harbour Exchange London, E14 9SR

Tel: 0800 0 234 567 , Email:


White Rose Credit Union are trading names of Leeds City Credit Union.


By browsing our website you will be deemed to have accepted our terms & conditions

Access to this Site and the use of information contained on it is governed by the terms and conditions set out below. These terms and conditions are important and are for the protection of both you and us. Please take the time to read the terms and conditions carefully. By proceeding further you will be deemed to have accepted them. Please note that references to we means Leeds City Credit Union and our subsidiaries and associates.

  1. This Site is established in the United Kingdom (UK) in accordance with the laws of the UK and will be governed by the laws of that country. When you use the Site, you accept that your use of the Site and any information on the Site, will also be governed by the laws of the UK and if any claim or dispute arises from your use of the Site or any of the information on it, you agree that the UK courts will have exclusive jurisdiction over all such claims or disputes.
  2. We have provided the contents of this Site for your information only. The distribution of information on the Site may be restricted by local law or regulation in certain jurisdictions. This information is not intended for distribution to, or use by, any person or entity in any such jurisdiction and persons accessing these pages should inform themselves about and observe any such restrictions. If you are in any doubt as to whether this Site can be lawfully used by you please do not proceed further.
  3. Information about some of the products and services on this Site is subject to specific restrictions concerning the persons to whom such information may be made available. Details of such restrictions are set out on the pages to which they relate and you should read those details carefully before proceeding to the rest of the relevant page.
  4. Information about some of the products and services on this Site are subject to additional Legal Notices and Warnings. These notices and warnings are important and are for the protection of both you and us. Please take the time to carefully read all Legal Notices and Warnings on the pages of this Site that you visit.
  5. We have given the information on the Site in good faith. We have taken the information from trade and other sources believed to be reliable. Although we have made all reasonable efforts to ensure that all of the information on the Site is accurate at the time of inclusion, we do not represent that this is the case and it should not be relied upon as such. Please note that we may update or alter the information on this Site at any time without giving notice of the alterations. Any opinions and estimates expressed reflect our judgement at the date given and are also subject to change without notice. Accordingly you agree not to hold us responsible for any inaccuracies or omissions. If you do not understand or if you have any queries on any of the information on the Site, we recommend that you consult a professional financial adviser.
  6. Please note that the sending of personal information via e-mail over the internet may not be secure and can be intercepted by third parties or incorrectly delivered. You should not divulge personal information over the internet unless you are using a secure or encrypted communications technology.
  7. Some pages on this Site contain hypertext links to web sites not maintained by us. You are reminded that when you enter other web sites via such hypertext links, you will not be subject to these terms and conditions and you will not benefit from the protections afforded to you in using our Site. We will not be liable in any way for the content, availability or use of such linked web sites and you use such links entirely at your own risk.
  8. Some of the pages on this Site contain hypertext links to web sites of business units, subsidiaries and associates of Leeds City Credit Union. You are reminded that when you enter such sites, you will be subject to the terms and conditions of those sites.
  9. Access to and use of this Site is at the user’s own risk and we do not represent or warrant that the use of this Site or any material downloaded from it will not cause damage to property, including but not limited to loss of data or computer virus infection. In no event do we accept liability of any description including liability for negligence for any damages whatsoever resulting from loss of use, data or profits arising out of or in connection with the access, use or performance of this Site or any its contents.
  10. The information contained in this Site is for information purposes only. Whilst every care has been taken in their preparation we do not make any warranties or representations as to their completeness, accuracy or reliability of the contents of this Site. We neither accept nor assume any responsibility to you in relation to the contents of this Site.
  11. The contents of this Site, including these terms and conditions, are subject to change by us without notification. The information in this Site may be updated from time to time and may at times be out of date. We accept no responsibility for keeping the information in this Site up to date or liability for any failure to do so.
  12. Copyright in the Site and the information set out on it belongs to us and may not be copied, transmitted or reproduced without our prior consent.
  13. Any quotes appearing on any page of this web site are for illustration purposes only.


While all reasonable security precautions have been taken by the Leeds City Credit Union, the nature of communication by the Internet is such that the Leeds City Credit Union cannot guarantee the privacy or confidentiality of any information relating to the member passing over the Internet. In accessing the Leeds City Credit Union Website and in availing of our services, the member accepts that electronic mail messaging may not be free from interference by third parties and may not remain confidential. The use of the Leeds City Credit Union's website is at the member’s sole risk.


We understand how important the security and confidentiality of your information is to you

Security Overview
The Members Area utilises several layers of technology to ensure the confidentiality and integrity of its transactions across the Internet. SSL Protocol (Secure Sockets Layer) ensures that data cannot be read by other computers as it travels between your browser and our server. Digital Certificates allow you to verify that your browser is communicating with our server and not another server posing as our server. Member Numbers, PINs (Personal Identification Numbers), your date of birth and other personal details are also used to verify your identity. In order to provide a banking service on the Internet, it is necessary for information to securely pass between your computer and our server.

Security Definitions

Your Browser - As secure encryption advances, browsers need to be updated to avail of the most up-to-date improvements in secure communications. We recommend that you use an up to date browser. At the very least we recommend that you use Internet Explorer version 4+ or Netscape version 4.75

Cookies - A cookie is a piece of information that our server gives to your browser once your browser has established a secure session. The cookie basically tells our system that a secure session has already been established with your computer. Without the cookie data, you would have to login every time your browser requested any information from our server. When you click the Logout button to leave the Members Area, the cookie data is deleted from the system thus breaking the link between your PC and our server. Clicking on the Logout button ensures that you securely terminate the service.

Caching - Caching is temporarily storing of information either in your computer’s memory or its hard drive. When you view a page on the Internet, your browser may keep a copy of that information locally. This can be very useful for quickly retrieving pages that you have visited previously. However it may cause problems when the website has been changed, in which case you could be viewing out-of-date or even incorrect information. Your cache can be cleared.

Frequently Asked Questions

How do I know my account details and other information is kept private ?

When your browser and our server are establishing a secure session they will exchange a secret code. This code is commonly called a session key. This session key is used to encrypt all the data as it passes through the Internet including your account details, transactions and loan applications. The information is decrypted only when it reaches your browser.

How do I know that the information sent by the server is accurate and has not been changed en route?

It is important that you know your information has not been tampered with as it travels across the Internet. Part of SSL Protocol involves using a Message Authentication Code (MAC). If a message is tampered with in transit then your browser will not accept the message.

How do I know my member number and PIN are kept private ?

When your browser and our server are establishing a secure session they will exchange a secret code. This code is commonly called a session key. This session key is used to encrypt (scramble) all the data that passes between the two computers. Only your browser and our server will have the session key that can decrypt (unscramble) your information.

Member Responsibility

In order to securely use our service, you should always:

  1. Ensure that you connect to the correct web address.
  2. Ensure that your browser indicates a secure session.
  3. Ensure that you click the Logout button when you have finished.
  4. Keep your Member Number and Personal Identification Number (PIN) secret.
  5. Take care of your information once it has been delivered to your browser.

The Correct Web Address

Ensure that the site address you connect to is correct. The legitimate website address to log into the members area will start with https://. If your address bar displays http without the s your session will not be secure.

Secondly, you must ensure that your browser is indicating a Secure Session. The Digital Certificate that our server sends to your browser will allow your browser to uniquely identify our website. Your browser will warn you if the Digital Certificate is incorrect.

WARNING! - Only proceed if the address is correct and your session is secure.

A Secure Session

Different browsers have different ways of indicating that the session is secure and you should consult the documentation or help files on your browser. The table below gives basic details for two popular browsers.





Microsoft Internet Explorer

A padlock icon on the top left hand corner of Microsoft’s Internet Explorer indicates a secure site. If you cannot see an icon, then the site is not secure.



A padlock icon on the top left hand corner indicates a secure site. If the padlock is open, the session is not secure.


 Log Out

Always finish your session by pressing the Logout Button. This will ensure that your session with our server has terminated securely.

Please note, calls may be recorded for training and quality assurance purposes.