By Dave Carr, transformation director at Access PaySuite, part of the Access Group.
As digital banking cements its place in everyday life, recent IT outages at major UK banks have thrown a spotlight on an issue that many customers now see as non-negotiable: trust. Across nine major banks and building societies, there were at least 158 IT failure incidents between January 2023 and February 2025, totaling 803 hours of downtime.
When multiple banks experience disruptions, particularly on critical days like payday, it shakes public confidence and raises serious questions about the reliability of the systems we now use for everything from grocery shopping to rent payments and take for granted.
In this fast-moving digital landscape, consumer trust hinges on the security and stability of online transactions. While digital payments are convenient and increasingly popular, trust has not kept pace. A recent study found that 32% of people still don’t feel confident in the security of digital payment technologies.
For businesses, these statistics should be a wake-up call. The risk isn’t just reputational, it’s financial. If customers don’t feel secure, they simply won’t stick around. In fact, 50% of consumers admit they are willing to seek out a competitor if they are dissatisfied with the services offered to them, with 85% leaving a brand after as few as two poor experiences.
Build security into the payment journey
The path forward lies in combining robust security practices with seamless user experience. We often talk about frictionless payments, but the real challenge is creating a payment experience that’s both seamless and secure. It’s about showing customers they can trust you, not just telling them they can.
As such, security can no longer be an afterthought. The most successful businesses inject security into every step of the customer journey. It’s not just about the payment gateway. It’s how data is collected, stored and processed across all touchpoints.
Implementing solutions that comply with mandatory PCI standards – PCI DSS Level 1, PCI 3D Secure v1, and PCI P2PE – is essential. These ensure the protection of cardholder data, add authentication layers for online transactions, and encrypt card data from the point of interaction to prevent interception.
Cyber threats evolve daily – UK Finance recorded 3.31 million cases of fraud in 2024, while the most recent figures show that 93% of companies were targeted in the past year. It’s clear that static defences are no longer sufficient.
Businesses need dynamic systems that can detect and respond to fraud or breaches in real time. That includes investing in AI-powered monitoring tools that can flag suspicious activity and prevent unauthorised transactions before any damage is done.
Implement a crisis management strategy
Real-time monitoring gives businesses a powerful advantage, not just in detecting threats but in demonstrating accountability. The faster you respond, the more confidence you build. This also means having a clear incident response plan in place.
Research has shown that 90% of consumers would be more forgiving of companies that have a response plan in place, but nearly 70% would stop doing business with a company that had a poor response to a data breach.
For example, it has been reported that the recent M&S cyber attack has “bruised its trusted brand image,” but because the retailer responded quickly and openly, the impact on its reputation is expected to be less severe.
This shows that if something does go wrong, a swift and transparent response can mitigate damage, potentially strengthening customer trust over the long term.
Simplify the process, without compromise
One of the biggest tensions in digital payments is the balance between convenience and security. Today’s customers expect fast, intuitive experiences, but this can’t come at the expense of safety. Businesses must invest in user-friendly payment platforms that don’t skimp on protection.
A seamless payment journey doesn’t just improve customer satisfaction, it directly impacts conversion rates and brand loyalty. When users feel that a process is easy yet trustworthy, they’re far more likely to complete transactions and return in the future. Streamlining without cutting corners is no longer optional; it’s essential for sustainable growth.
A well-designed interface can guide users to act securely without them even noticing. Security is invisible when it works well, but trust is built when customers know exactly what’s going on behind the scenes, especially when it involves their personal data.
Technologies like biometric authentication and one-click recurring payments offer excellent examples of this balance in action. They streamline the payment process while keeping sensitive information protected.
Education and communication are key
But, even though technology does the heavy lifting, it’s essential to remember that building trust also requires a human touch. Customers should always be informed about exactly how their data is protected.
Proactive communication is critical. Waiting until there’s a problem to explain security measures is too late. Regular updates, helpful tips and reassuring touchpoints woven into the customer journey create an ongoing dialogue that strengthens trust over time.
They need to feel empowered, not overwhelmed, so education is a huge part of this trust-building process. We can’t assume all customers are digital natives, since more than 1 in 3 over 65s are considered to lack the basic skills to use the internet successfully.
This means that clear, accessible guidance on how to spot scams, protect passwords, or verify transactions can go a long way. Those that take the time to educate their users show that they care about much more than just the sale. Ultimately, these businesses become trusted partners in security.
Choose trusted, reliable providers
Your tech stack is only as strong as the weakest link, so it’s essential to partner with providers who take security as seriously as you do. The right payment partners should be actively investing in compliance, infrastructure and fraud prevention, giving you a strong foundation to build on.
Choosing well isn’t just a technical decision, it’s a business-critical one. Trusted providers help safeguard your brand, reduce risk and create a reliable payment environment that strengthens customer trust over the long term.
In an age where customers can switch brands with a swipe, trust is a strategic imperative. Businesses that prioritise data security, communicate clearly and deliver reliable, seamless payment experiences are better positioned to earn (and keep) customer loyalty.
People may not always remember a perfect payment experience, but they’ll never forget a bad one. The goal is to make security so robust, it fades into the background, so customers can focus on what really matters: making their payment and getting on with their lives.