How do fraud alert messages work?

We have 3 ways of contacting our members if we think there’s a suspicious transaction on their account.

We’ll first try to send a push notification or alert to your Banking app. You’ll have 2 hours to tap on this and let us know if it’s really you making the transaction. Until we hear from you, your card will be blocked.

If we cannot send a push notification to your Banking app, we’ll send you a text message alert using the mobile number on your account. Or, if we don’t have your mobile number, we’ll send an automated voice call to your landline.

Information:

To let you know about any suspicious transactions, we need to have your correct contact details.


Banking app alerts

If we need to block your card because of a suspicious transaction, we can send a fraud alert notification to your phone. You just need to have push notifications enabled on our Banking app. You’ll have push notifications enabled by default after installing the app.

What will the alerts look like?

The notification will tell you we’ve blocked your card and ask if it was you who tried to make the payment.

If you already have the app open, you can find any alerts from us on your main homepage, just above your accounts. And you can access messages from us any time by navigating to Verification messages in the menu of our Banking app.

How you can respond to the app alerts

  1. Confirm you made the transaction and remove the block

    If you recognise the transaction and it was you who made it, simply tap Yes, it was me. We'll remove the block from your card in a few minutes.
  2. Confirm it's fraud

    If you didn't make the transaction or aren't sure, ask to be transferred to one of our consultants. If you don't recognise the transaction or it wasn't you who made it, tap No, it wasn't me. We'll stop the transaction and keep your card blocked so your money is safe.
If you're not sure, please contact us.
You'll have 2 hours to respond to the alert. During this time, your card will be blocked. And it will remain blocked until we hear from you either by text message or phone.

Text message alerts

If we spot a suspicious transaction, we’ll send you 2 texts. We’ll always include the last 4 digits of your account number in our fraud alert messages. If you’re not sure, please contact us.

In our first text message, we'll let you know that we've spotted something, and we’ll send details shortly. Our second text message will outline the details of the suspicious transaction. And it will ask you to confirm whether you made this transaction.

How you can respond to the second text message

  1. Confirm you made the transaction and remove the block

    If the transaction is yours, reply to let us know. 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'll need to make the transaction again.

    Removing the block doesn't mean we stop checking for suspicious transactions. If we spot another one, we'll alert you again.

  2. Confirm it's fraud

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


Automated voice call alerts

If we spot a suspicious transaction and we cannot notify you through our Banking app or by text message, our automated system will call your landline.

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.

Important:

We'll never ask for your account number or PIN in a fraud alert message.

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

How you can respond to the automated voice call alert

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

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 cannot answer the question.

  1. Confirm you made the transaction and remove the block

    If the transaction is yours, reply to confirm this.

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

    If your transaction was declined, you'll need to make the transaction again.

  2. Confirm it's fraud

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

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

24 hours a day, 7 days a week

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

Credit card alerts

24 hours a day, 7 days a week

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



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