Lost, stolen or damaged cards
If your card’s been lost or stolen, it’s important to make sure it cannot be used by someone else and let us know as soon as possible. When you report it, we’ll cancel the card and issue you a new one.
Freezing lost or stolen debit cards
If you have a current account with us, you can freeze and unfreeze your debit card in our Banking app.
While your card is frozen, it can’t be used for making card payments. Recurring card payments, direct debits, standing orders and existing Apple or Google pay payments won’t be affected.
To freeze your card:
- Open the app
- Go to the menu.
- Choose Manage Cards.
- Select the card that's lost or stolen.
- Select Freeze Card.
If you later find your card, you can follow the same instructions to unfreeze it. As soon as you’ve unfrozen your card, it will be ready to use again.
Reporting debit and credit cards as lost or stolen
You can report lost or stolen debit and credit cards in our Banking app. Once reported it can not be used or reactivated, we’ll send you a replacement card.
To report lost or stolen debit and credit cards:
- Open the app.
- Go to the menu.
- Choose Manage Cards.
- Select the card that's lost or stolen.
- Select Report as lost or stolen.
If you need a bit of help, take a look at our quick demo (opens in a new window)
Call us
If you don’t have the Banking app, call us as soon as possible. You'll need to have your account details ready.
FlexAccount, FlexOne, FlexStudent, FlexGraduate, Flexbasic
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 1793 65 67 89
FlexDirect
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 1793 65 67 89
FlexPlus
24 hours a day, 7 days a week.
UK: 0800 11 88 55
Abroad: +44 1793 54 12 00
Credit cards
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 2476 43 89 96
Savings cards, passbooks or certificates
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 1793 65 67 89
Replace a damaged card
If you’ve damaged your card, call us and we'll replace it for you. You'll need to have your account details ready.
Current accounts (except FlexDirect and Flexplus)
Monday to Friday, 8am to 6pm.
Saturday, 8am to 6pm.
Sunday, 9am to 5pm.
UK: 03457 30 20 11
Abroad: +44 1793 65 67 89
FlexDirect
Monday to Friday, 8am to 6pm.
Closed weekends and bank holidays.
UK: 03456 07 73 57
Abroad: +44 1793 65 67 89
FlexPlus
24 hours a day, 7 days a week.
UK: 0800 11 88 55
Abroad: +44 1793 54 12 00
Credit card
Monday to Saturday, 8am to 8pm.
Sundays and bank holidays 9am to 5pm.
UK: 03456 00 66 11
Abroad: +44 2476 43 89 97
Savings
Monday to Friday, 8am to 6pm.
Saturday, 8am to 6pm.
Sunday, 9am to 5pm.
UK: 03457 30 20 11
Abroad: +44 1793 65 67 89