What to do if your debit card is lost or stolen

We know losing your debit card can be really worrying – especially when you're thinking about someone else using it or your money being at risk. The good news is that if you act quickly, we can help protect your account and get you back up and running.

What we need you to do without delay

Call us right away: Ring us on 020 3773 1751 and press option 3. We're here 24/7, so don't worry about the time – just call as soon as you notice your card is missing.
Block your card online: If you've got our mobile app or can access online banking, you can temporarily freeze your card yourself while you're waiting to speak to us.
Check your account: Have a quick look through your recent transactions to see if there's anything you don't recognise. Make a note of anything suspicious – we'll need to know about it.

What happens after you've reported your card lost or stolen

Once you've reported your card as lost or stolen, here's what happens next:

We'll verify it's really you – either over the phone or if you pop into a branch. This is just to make sure we're cancelling the right card for the right person.
Order your replacement – you can choose to collect your new card from one of our branches or have it posted to your home address.
Wait for delivery – your new card and PIN should arrive within 7-10 working days.

Keeping your account safe going forward

Here are some simple ways to keep your account secure:

Check your account regularly using our app or online banking – even just a quick weekly look can help you spot anything unusual
Set up notifications for transactions if you haven't already – we can send you a text or email when money goes in or out of your account
Keep your PIN private – we'll never ask for it over the phone or by email, so don't share it with anyone who claims to be from us

You're in good hands

Losing your debit card happens to everyone at some point. The important thing is that you've taken quick action, and we're here to help you sort it out.

If you've got any questions or you're worried about something, just give our member services team a call. We're always happy to help and we'll make sure your account stays safe while we get your new card sorted.

Remember: the sooner you let us know, the better we can protect you.