This page is available as an Easy Read:
What's on this page
How to report your cards lost or stolen
The fastest way to do this is online in our banking app. Or by sending us a message in the internet bank.
Your Direct Debits, standing orders and digital wallet apps, including Apple Pay, Google Pay and Samsung Pay will continue to work.
If you have turned the gambling support on it will remain on.
Note:
Once you’ve reported a card as lost or stolen, it cannot be reactivated. We'll then send you a replacement card. You’ll need to update any recurring payments when you receive your new card.
Banking app
To report a lost or stolen card in our banking app:
- Log in to our 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).
Internet bank
You'll need to send us a message in the internet bank to report a lost or stolen card. You can do this by:
- Logging in to our internet bank (opens in a new window).
- Selecting Need help? Send us a message from the left-hand menu.
- Selecting Chat with us.
Over the phone
If you're not registered for online banking, call us as soon as possible. You'll need to have your account details ready.
Current accounts
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 1793 65 67 89
Credit card
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 2476 43 89 96
Savings cards or certificates
24 hours a day, 7 days a week.
UK: 0800 055 66 22
Abroad: +44 1793 65 67 89
Use SignVideo to report fraud
Make British Sign Language (BSL) interpreted calls to our Fraud team with a qualified and registered (NRCPD/SASLI) interpreter.
Available 24 hours a day, 7 days a week.
Freezing a misplaced debit card
If you've misplaced your debit card, you can freeze and unfreeze it in our banking app.
Note:
You shouldn't freeze your card if you think it's been lost or stolen. Instead, you'll need to report your card as lost or stolen.
While your card is frozen, it can't be used for making card payments. But these types of payments will continue to work:
- existing recurring card payments
- Direct Debits
- standing orders
- digital wallet apps, including Apple Pay, Google Pay and Samsung Pay.
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. When your card is frozen you can still turn the gambling block on and off in our banking app.
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.
You can also replace a damaged debit card within the app.
Debit cards
Banking app
To report a lost or stolen card in our banking app:
- Log in to our app.
- Go to the profile icon in the top-right corner of the app.
- Choose Manage Cards.
- Select the card that you want to report as damaged.
- Select Report as lost, stolen or damaged.
- Select Damaged
If you need a bit of help, take a look at our quick demo (opens in a new window).
FlexAccount, FlexOne, FlexStudent, FlexGraduate, FlexBasic
Monday to Saturday, 8am to 8pm.
Sundays, 9am to 5pm.
Bank holidays, 8am to 8pm.
UK: 03457 30 20 11
Abroad: +44 1793 65 67 89
FlexDirect
Monday to Saturday, 8am to 8pm.
Sundays, 9am to 5pm.
Bank holidays, 8am to 8pm.
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
Other cards
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
Easy Read
An Easy Read is information on this page that has been made easier to read and understand using:
- pictures
- easy words
- short sentences
- big text