Credit card fraud

Take care with your cards

Let us know immediately if your card has been lost or stolen – here’s how you can contact us.

You should always keep your cards in a safe place – and sign new ones as soon as you get them (if you live in a shared property, it may be safer to collect new cards from your local branch, rather than having them posted). If you’re in a shop, restaurant or bar, never let someone take your card away to process a transaction. If you’re at home, never hand over your card to someone who knocks on your door. 

Finally, you should check your card’s expiry dates regularly. If you bank with us, get in touch if a new card hasn’t arrived when it should.

Report fraud to us 

Contact us immediately if you think your account or card has been used fraudulently.

Once you’ve reported fraud to us we’ll refund your account by the end of the next working day, unless we reasonably suspect you have acted fraudulently, in which case we’ll look into your claim as quickly as possible. 

You won’t be entitled to a refund if you have acted fraudulently. Subject to some exceptions, you also won’t be entitled to a refund if you've acted deliberately or with gross negligence – for example, failed to keep your payment tools secure.

We may send you a form to confirm the transactions that you say were fraudulent. You’ll need to sign the form and return it to us so we can investigate.

If we don’t receive the form within 28 days, we’ll assume you’re not proceeding with your claim and any refund we’ve already given will be taken back out of your account.

We’ll also send you a new card, which you should receive within 2 working days. If it's an emergency and you need your card straightaway, we also offer an instant debit card replacement service² in selected branches.

Opening hours and address details can be found using our branch finder.

It may take up to 5 working days if both your card and PIN need replacing as we can’t give you a replacement PIN in-branch.