If your card’s been lost or stolen, it’s important to make sure it can’t be used by someone else. If you've lost your debit card, you can temporarily freeze your card until you find it again. If you suspect your debit or credit card has been stolen, you’ll need to let us know as soon as possible by reporting it in the Banking app or calling us. 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:

  1. Open the app
  2. Go to the menu.
  3. Choose Manage Cards.
  4. Select the card that's lost or stolen.
  5. 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:

  1. Open the app.
  2. Go to the menu.
  3. Choose Manage Cards.
  4. Select the card that's lost or stolen.
  5. 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.

FlexDirect

24 hours a day, 7 days a week.

FlexPlus

24 hours a day, 7 days a week.

Credit cards

24 hours a day, 7 days a week.

Savings cards, passbooks or certificates

24 hours a day, 7 days a week.


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.

FlexDirect

Monday to Friday, 8am to 6pm.
Closed weekends and bank holidays.

FlexPlus

24 hours a day, 7 days a week.

Credit card

Monday to Saturday, 8am to 8pm.
Sundays and bank holidays 9am to 5pm.

Savings

Monday to Friday, 8am to 6pm.
Saturday, 8am to 6pm.
Sunday, 9am to 5pm.