Your online security is important to us

Security at Raisin is one of the biggest considerations in everything we do. We do everything we can to ensure that you can use our services as securely as possible for your savings. On this page, we will explain what we at Raisin do to ensure optimal security and how you can contribute to your banking security by following certain guidelines.

We have always placed your security first on Raisin. To ensure maximum security, we have made a simple list of security to-do’s you can follow:

• Never divulge your personal Raisin Account details like password and mTAN in any medium, including calls, texts, or emails.
• Raisin will never, ever ask you for any of the sensitive details mentioned above.
• Raisin does not ask for confirmation, verification or changing of your personal details, password or mTAN by email!
• Create a strong password with at least 8 characters that include a combination of mixed uppercase and lowercase letters and numbers.
• Change your passwords frequently.
• In passwords, do not use combinations that have a private or easily-guessed reference such as your name, date of birth, telephone number, postal code or similar.
• We will never call you and ask to do any payment transactions on the app, or install any remote access software such as Teamviewer, Anydesk, etc. If you receive such a call, please do not follow these instructions.
• Never respond directly to emails, texts, or phone calls asking for your details, passwords or to make a transaction. Please contact us separately to let us know as soon as possible.
• Our Customer Support can only be reached via Postbox, email or by calling us directly using number provided on our website. Please do not engage with phone numbers that claim to be from our support team. If you receive such a call, politely decline it and call us back using the numbers provided on our website.

• Do not use public or other unsecured computers and networks for logging into your Raisin Account.
• Review your account balances and transactions regularly to confirm payments and other transaction data. If you spot a problem, immediately report any suspicious transactions to the Raisin customer service team.
• Never leave a computer unattended while using Raisin online banking services.
• Use an antivirus solution on your PCs.
• Never open suspicious attachments if received from unknown email address or source.
• Always install the latest operating system and application updates from reliable sources.
• If possible, use a password manager solution to secure, store and manage your passwords.
• Always use a firewall on your PCs or laptops.
• Notify us immediately if you received mTAN request without any order request through call or postbox.

As the use of mobile devices and use of mobile applications is increasing, Raisin wants our customers to know that we are taking security very seriously.

The widespread use of mobile phones and apps for banking means more convenience for customers and better ways to monitor account activity. Unfortunately, it also means there are more risks and opportunities for fraud and security risks.

Raisin provides a secure environment for mobile banking by keeping online banking services up-to-date to protect customers from any fraud or security issues.

As our customer, there are several things you can do to significantly reduce the risk of fraud or security issues:

• The biggest security risk is the loss of your smartphone. We, therefore, recommend setting up a screen lock with a password. This password should consist of numbers and characters so that applications and data are safely protected against unauthorised access. The latest smartphones provide fingerprint or face ID protection which needs to be enabled for better security.
• Use smartphones for mobile banking only in trusted Wifi environments or with a secure mobile data connection.
• Be careful with links you receive in SMS or emails. Click links only from trusted sources.
• Do not give applications access to unknown users.
• Always download and install the latest available version of the application from a secure source like the Google Play Store and the Apple App Store.
• Downloading applications from third parties or from unknown sources should be avoided.
• Update your contact telephone number details whenever you change your phone number(s), to ensure you receive mTAN to your updated number(s).
• Be cautious while accepting offers such as caller tunes, free coupons or when opening or downloading emails or attachments, whether it’s from known or unknown sources.
• Don’t store sensitive information such as passwords, User IDs etc on your phone or computer outside secure password stores.
• Protect smartphones against viruses and malicious programs. Use Virus scanners or appropriate security programs, which can be found on the Google Play Store or the Apple App Store.

The security of your data is our top priority, and we are required by law to ensure that it remains safe. That is why we always rely on the latest security standards. Below is a high-level description of measures we have implemented to secure customer data on our Platform.

After 15 minutes of inactivity, you will be automatically logged out of your Raisin Online Banking environment. Time remaining until automatic logout is displayed on each page. If you want to continue in your Online Banking environment, you must log in again.

Your password is a virtual key to access your Online Banking account at Raisin. All you have to do is enter your email address associated with your account at Raisin and your password between 8-64 characters.

You can choose a strong password and reset passwords in your Raisin Account. You can use random and complex passwords using password managers to set passwords on the application.

A mobile TAN Code (mTAN) is required to authorise orders and transactions in your Raisin Online Banking environment. When you initiate an order or transaction, an mTAN code is generated and sent by SMS to your mobile phone. You can then enter this in your online banking application or on mobile app to confirm the order.

We use industry best standards to encrypt all traffic from our Online Banking application. This is to ensure that unauthorised persons cannot gain access to your data.

When entering your personal data online via your Raisin Online Banking account, your data is encrypted with SSL (Secure Socket Layer). This encryption is recognised by an “s” after the “http” internet address.

All customer data is stored encrypted using industry best practices.

Raisin partners exclusively with banks located in the European Economic Area (EEA). One of the key benefits of this approach is that all participating banks are covered by a national deposit guarantee scheme in accordance with EU Directive 2014/49/EU.

Under this directive, each country is required to operate a deposit guarantee scheme that protects eligible deposits – including accrued but not yet credited interest – up to €100,000 per depositor, per bank, or the equivalent in the local currency. This protection applies regardless of the EEA country where the bank is established.

This means that when you open a savings product through Raisin, your funds are protected under the same fundamental rules and guarantees across all participating banks.

We have deployed Defence in Depth Architecture using a network firewall, web application firewall, DDoS protection layer, and a content delivery network. We have strict network segmentation and isolation of environments and services in place.

We have implemented an Internal Control system aligned with industry-standard security controls that helps us protect all our customers’ data in a highly secure manner. We are audited by external certified auditors from a reputed firm for an SOC 2 Type 2 and ISAE 3402 Type 2 audit.

We go through a Privacy Certification Audit every year from reputable third-party auditors. We have implemented industry-standard best practices to ensure the privacy of our customers’ data. Customer data is hosted within the European Union.

We at Raisin maintains a dedicated in-house security team that leverages industry-leading tools and advanced methodologies to execute comprehensive manual and automated Vulnerability Assessment and Penetration Testing (VA/PT) across critical assets.

To ensure comprehensive coverage and an external perspective, we engage third-party penetration testing firms to conduct in-depth security audits of our web applications, mobile applications, APIs, and network infrastructure.

Additionally, we conduct Red Team engagements to simulate real-world attack scenarios, identify gaps in our defences, and enhance our detection and response capabilities.

We maintain a multi-layered cloud security framework that incorporates best practices for identity and access management (IAM), data encryption, network segmentation, and continuous security monitoring. Our cloud environments are regularly assessed for misconfigurations and compliance with industry standards.

We at Raisin are committed to our customers’ data and privacy.

We incorporate a variety of measures throughout our website to ensure our systems remain secure. Our overall data and privacy security allows us to defend our systems from smaller security issues to large-scale attacks.

If you are a security enthusiast or a researcher and you have found a possible security vulnerability on Raisin, we encourage you to report the issue to us responsibly.

You can submit a bug report to us via our Vulnerability Disclosure Program with detailed steps required to reproduce the vulnerability.

If a bug is reported to us by you in this manner, we shall put our best efforts into investigating and fixing any legitimate issues in a reasonable time frame. In the rare instances where this might happen, we would request that you not publicly disclose your reports until we have had a reasonable opportunity to identify and remediate the issue and confirm this to you.