Act Fast — Every Minute Counts
Losing your card or having it stolen is stressful, but acting quickly limits your financial exposure. Under UK regulations, your liability depends on when you report it. The sooner you act, the less you could owe.
Step-by-Step: What to Do Right Now
Step 1: Call Your Bank Immediately
Phone your bank as soon as possible. The number is on the back of your card — but if you have lost the card, you can find it on your bank’s website or app, or in a recent statement.
Most banks have 24-hour fraud lines. Do not wait until the next day.
Step 2: Cancel the Card
When you call, tell the bank to cancel the card immediately. This prevents any further transactions. The bank will block the card so it can no longer be used, whether in person or online.
Step 3: Check Your Transactions
While you are on the phone (or in your banking app), review recent transactions. Flag any you do not recognise. Your bank will start a fraud investigation for unauthorised transactions.
If you spot transactions you did not make:
- Note the date, amount, and merchant name
- Report them to the bank during the same call
- The bank is required to investigate and provide a provisional credit within 10 working days in most cases
Step 4: Request a Replacement Card
Ask your bank to send a replacement card. You can usually choose between:
- Standard delivery (free, arrives in 3-5 working days)
- Express delivery (sometimes free for premium accounts, otherwise a small fee)
You can also often use your card immediately via your bank’s app for contactless payments before the physical card arrives.
Step 5: Update Your Details
Once your replacement card arrives, update any recurring payments linked to the old card number. Check:
- Direct debits and standing orders (these are linked to your account, not your card, so they usually continue unaffected)
- Subscription services (Netflix, Spotify, insurance payments, etc.)
- Online shopping accounts where your card is saved
Your Liability for Unauthorised Transactions
UK law sets clear limits on how much you can be charged for fraud on a lost or stolen card. These rules are set out in the Payment Services Regulations 2017.
| Situation | Your Maximum Liability |
|---|---|
| You reported the card lost/stolen before any fraud occurred | £0 — you owe nothing |
| Fraud occurred after loss/theft but before you reported it | £35 maximum |
| Fraud occurred after you reported it | £0 — the bank absorbs all losses |
| Your PIN was compromised (e.g. written on the card) | Unlimited — you may be liable for all losses |
The key point: report the card as quickly as possible. If you can show the bank that you took reasonable care of your card and PIN, your liability is capped at £35 for losses between the card going missing and you reporting it.
What Counts as “Reasonable Care”?
Banks may argue you did not take reasonable care if:
- You wrote your PIN on the card or kept it with the card
- You were reckless with the card (e.g. left it in an unlocked car)
- You took an unreasonable amount of time to report the loss
If you disagree with the bank’s decision, you can escalate a complaint to the Financial Ombudsman Service.
Contact Details for Major UK Banks
HSBC
- Fraud line: 03457 404 405
- Outside UK: +44 1226 261 010
- Available: 24/7
Barclays
- Fraud line: 0345 734 5345
- Outside UK: +44 239 239 123
- Available: 24/7
Lloyds Bank
- Fraud line: 0800 096 9779
- Outside UK: +44 1782 206 234
- Available: 24/7
NatWest
- Fraud line: 0800 161 5149
- Outside UK: +44 1252 308 047
- Available: 24/7
Santander
- Fraud line: 0800 9 123 123
- Outside UK: +44 1908 237 961
- Available: 24/7
For all other banks, check the back of your card, your bank’s website, or your banking app for the fraud reporting number.
Chargeback: Getting Your Money Back
If you have been a victim of card fraud, your bank can use the chargeback scheme to claw back money from the merchant’s bank.
Key points about chargeback:
- It is not a legal right — it is a voluntary scheme operated by the card schemes (Visa, Mastercard)
- You can request chargeback within 120 days of the transaction
- The bank investigates and, if successful, reverses the transaction
- It applies to both debit and credit card transactions
- The process typically takes 6-8 weeks
Chargeback is not the same as a Section 75 claim (see below). Your bank should guide you through the process when you report fraud.
Section 75: Credit Card Purchase Protection
If you paid by credit card for an item or service costing between £100 and £30,000, you have additional protection under Section 75 of the Consumer Credit Act 1974.
When Section 75 Applies
- The goods or services were not delivered
- The goods were faulty or not as described
- The seller went into administration
- The transaction was fraudulent
How It Works
Under Section 75, your credit card provider is jointly liable with the seller. This means you can claim from your card provider even if the seller has gone out of business.
To make a Section 75 claim:
- Contact your credit card provider in writing
- Explain the issue and provide evidence (receipts, correspondence, photos)
- The card provider has 8 weeks to respond
- If unresolved, you can escalate to the Financial Ombudsman Service
Section 75 does not apply to debit card transactions. For debit cards, chargeback is your main route to getting money back.
Protecting Your Credit Score After Card Fraud
Card fraud should not normally affect your credit score if you report it promptly. However, take these steps to be safe:
- Check your credit report — request a free copy from Experian, Equifax, or TransUnion to make sure no fraudulent accounts have been opened in your name
- Set up fraud alerts — if you suspect identity theft, ask the credit reference agencies to add a notice of correction to your file
- Monitor your accounts — keep an eye on your bank statements and credit report for several months after the incident
- Consider a credit freeze — if you are worried about fraudulent applications, some services allow you to temporarily restrict access to your credit file
If someone has opened accounts in your name using your stolen card details, contact Action Fraud (0300 123 2040) and report it to the police.
Preventing Future Card Fraud
Once the immediate crisis is dealt with, take steps to protect yourself going forward:
- Set up transaction alerts — most banking apps let you receive instant notifications for every transaction
- Use app-based controls — many banks let you temporarily freeze your card from the app and set spending limits
- Check your statements regularly — do not wait for the monthly paper statement
- Be cautious with contactless — while contactless fraud is rare, be aware of your surroundings when making payments
- Keep your PIN secure — never write it down, share it, or use obvious numbers like 1234
Key Takeaways
- Call your bank immediately on the 24-hour fraud line — every hour you wait increases your potential liability
- Your maximum liability is £35 if you report before the PIN is compromised and took reasonable care of your card
- Use chargeback for debit card fraud and Section 75 for credit card purchases over £100
- Check your credit report after any fraud incident to ensure no damage to your score
- Set up transaction alerts and use app-based card controls to catch fraud early in the future