If we spot something we will put a block on your card and send you a fraud alert message by text or automated voice call.

It's quick and easy to either confirm the fraud or remove the block from your card.

What's on this page


Text message alerts

If we spot a suspicious transaction, we'll start by sending two texts:

  1. First text message

    To let you know that we've spotted something and will send details shortly.

  2. Second message

    The details of the suspicious transaction, asking you to confirm whether you made it.

Responding to the message

Confirming you made the transaction and removing the block

If the transaction is yours, reply to confirm this. We'll send a text back and confirm that we’re removing the block from your card.

Your card can be used within minutes of you confirming the transaction. If your transaction was declined you will need to make the transaction again.

Removing the block doesn’t mean we stop checking for suspicious transactions. If we spot another one, we will text or call you again.

Confirming the fraud

If you didn't make the transaction or aren’t sure, ask to be transferred to one of our consultants.

Text alerts from Nationwide

We will always include the last four digits of your account number.

If you are not sure, please contact us.


Automated voice call alerts

If we spot a suspicious transaction, our automated system will call you.

If you miss the call, we will leave you a voicemail and ask you to call us back. You can call the automated service at any time.

When you call back, you will be taken through to the automated voice service where you can confirm if the transaction was yours.

Calls will come from these numbers

Current account alerts:

UK: 0800 464 31 39

Abroad: +44 1793 65 99 28

Credit card alerts:

UK: 0800 464 30 63

Abroad: +44 2476 43 89 96

Responding to the alert

You'll be asked to identify yourself by choosing your birth year from a range the system will give.

Important:

We will never ask for your account number or PIN.

Once we confirm your identity, we'll ask you to use your telephone keypad to confirm if the transaction is yours.

We'll transfer the call to a consultant if you can't answer the question.

Confirming you made the transaction and removing the block

If the transaction is yours, reply to confirm this.

Your card can be used within minutes of you confirming the transactions which are read to you by the automated service are genuine.

If your transaction was declined you will need to make the transaction again.

Removing the block doesn’t mean we stop checking for suspicious transactions. If we spot another one, we will text or call you again.

Confirming the fraud

If you didn't make the transaction or aren’t sure, ask to be transferred to one of our consultants.


Updating your contact details

Information:

To let you know about any suspicious transactions, it’s important for us to have your correct contact details.


If you need to contact us

If you get a fraud alert message and need to speak to someone, give us a call or visit a branch.

Current or savings accounts alerts

Available 24/7

UK: 0800 464 31 39
Abroad: +44 1793 65 99 28

Credit card alerts

Available 24/7

UK: 0800 464 30 63
Abroad: +44 2476 43 89 96