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Credit 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.

Protect yourself at cash machines

Fraudsters use different tactics to try to obtain your personal details. One that’s on the rise is known as ‘shoulder surfing’. This is where a fraudster will look over a person’s shoulder at cash machines to get personal details.

Here are some tips to help your money safe

  • You never know who’s behind you at a cash machine – make sure you shield your PIN
  • Don’t let anyone distract you. Fraudsters might try to divert your attention by talking to you – they may then grab your card
  • Don’t give your PIN to anyone – even to someone claiming to be from the police or your bank. Memorise it and don’t keep it with your cards
  • Check your statements regularly and if you see any unusual activity, contact your bank
  • Check the machine you’re using. If it looks like it has been tampered with don’t use it and let your bank know

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

Travelling abroad

Important emergency numbers

Before you go away, make sure you take note of our 24-hour emergency numbers – just in case you accidentally lose your card, or it gets stolen.

Plan before your trip

  • 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 service1 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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