Unauthorised use of my account or debit card (reporting fraud)

If you suspect that someone has accessed your account without permission or taken money from you, we need you to take action immediately.

Account fraud is a serious concern that requires swift action to protect your finances and personal information. If you spot any unfamiliar activity on your London Mutual Credit Union account, whether it’s suspicious ATM withdrawals or online purchases, it's vital you act quickly. This guide outlines exactly what steps you should take if you suspect fraudulent transactions on your account.

Recognise the signs of account fraud

Unexpected withdrawals or purchases you don’t recognise
Alerts or notifications about activities you didn’t initiate
Changes to account details without your authorisation

Immediate steps to take

Contact us as soon as you become aware
You must report the loss of your debit card or any unauthorised payments as soon as possible on 0203 773 1751 (option 3). This line is open 24/7. We can take you through the steps needed to protect your account, including requesting that your account and card(s) be temporarily frozen or blocked to prevent further fraudulent activity. If you wait before reporting it to us, we may be unable to refund or help you recover the money that has been lost.
Report it to Action Fraud
You should report all incidents of fraud—even if they are unsuccessful—to the police. Call 0300 123 2040 or use the online reporting tool on Action Fraud. In Scotland, report the scam to Police Scotland on 101 or Advice Direct Scotland on 0808 800 9060.

Information you’ll need to provide

Account number and sort code
Details of suspicious transactions (amounts, dates, and merchant names)
When and how you noticed the suspicious activity

What happens next?

Our fraud prevention team will launch an investigation and update you with the next steps. Your account security is our priority, and we’ll support you throughout the process, arranging for replacement cards and restored access as appropriate.

Summary: Protecting your account

Acting quickly when you suspect account fraud can make all the difference. London Mutual Credit Union is committed to your financial security. If you’re ever in doubt, contact us straight away—our friendly team is always here to offer practical advice and reassurance.