Card fraud

Protecting your cards

Here are some tips to help keep your payment cards safe and secure. 

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.

Shop safely online 

  • Use a computer, laptop or mobile device that’s protected with up-to-date security software
  • Avoid entering your card details on shared or public computers
  • Know who you’re buying from before giving your card details online or over the phone
  • Register for Verified by Visa and/or MasterCard SecureCode
  • Only enter your card details on secure sites – check the web address begins with ‘https’ and that there’s an unbroken padlock symbol in the browser address bar
  • Always log out after shopping and save the confirmation email as a record of your purchase

Plan before travelling abroad 

  • Take a note of our 24-hour emergency number if you’re calling from outside the UK1 – it’s 
  • Personal and Premier Customers
    0800 400 100*
    From abroad: +44 2476 842 099*

    Wealth Management Customers
    Premier Global Clients (BI) - +44 (0) 162 468 4444 *

    Retail International Clients (BUK) - +44 (0) 162 468 4444 *

    Wealth Client Services Onshore (BUK) - +44 (0) 207 761 5138 *

    Wealth Client Services Offshore (BI) - +44 (0) 207 574 3008*

    Blue Notch / Picture cards - +44 2476 842 099*

    Business Customers
    0800 151 0155*
    From abroad: +44 2476 842 091*

    Lines are open 24 hours a day, 7 days a week.

  • If your cards are registered with a card protection agency, remember to take their number too
  • Take another card or alternative payment method with you so that you’re not reliant on one card
  • Check the information on the sales voucher before you sign or enter your PIN
  • Keep a copy of your sales receipts and check your statement carefully when you get back

 

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.

Can you spot the crime?

When you’re at a cash machine, don’t let anyone distract you. Take a look at our video to learn why. 

 

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