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Help & info

Just type in your query, or have a look at the list of popular questions below.

Security and fraud

  • How do I report my card as lost or stolen?

    Contact us straight away on 0345 600 6000, lines are open 24/7. You can also register your card as lost or stolen via Live Chat.
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  • I've received a scam email, what should I do?


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  • What do I do if I've lost my card and I'm registered with Apple Pay?

    If your card is lost or stolen please call us immediately on +44(0)345 600 6000.
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  • How do I report a lost card/cheque book?

    If your card/cheque book has been lost or stolen, please call us on +44(0)345 600 6000.
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  • What is Automated Messaging?

    Our automated messaging service quickly and efficiently verifies potential fraudulent payments made on your account.
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  • How does Verified by Visa (VbV) work?

    Verified by Visa (VbV) is added protection against online card fraud. It uses a VbV passcode or memorable name to confirm you are the authorised card holder.
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  • Does the Verified by Visa (VbV) service use cookies?

    Does the service use cookies?
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  • What should I do if I’ve not received goods or services that I ordered?

    If you pay for something and it isn’t delivered, we can intervene in your dispute provided certain criteria are met.
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  • I need to query a transaction, what should I do?

    You should call us immediately if you suspect fraud or spot a transaction on your account that you don’t recognise.
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  • I have received a text message asking me to confirm a transaction, how can I be sure this is from you?

    A text message from us, to confirm suspicious activity, will come from 07480 357003 or 07480 357005. We'll never ask you for any personal or security details.
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  • How do I report a scam?

    Call us immediately on +44(0)3457 212 212 for current accounts or +44(0)345 600 6000 for credit cards. If you think you've received a scam email, forward it to ihaveseenascam@co-operativebank.co.uk.
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  • What is romance fraud?

    What is romance fraud?
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  • What should I do if I’ve received wrong, faulty or damaged goods?

    If you have received unsatisfactory goods and cannot resolve this issue with the seller, we may be able to raise a dispute against them.
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  • How do I report a scam/fraudulent activity on my account?

    Call us immediately for current accounts on 03457 212 212 or 0345 600 6000 for credit cards. Forward any suspicious emails to ihaveseenascam@co-operativebank.co.uk.
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  • How do I protect myself from romance fraud and how do I report it?

    Don’t trust people with your credit card or online details. Call us if you think you've been a victim of this scam on +44(0)3457 212 212 for current accounts or +44(0)0345 600 6000 for credit cards.
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  • I suspect a fraudulent transaction, what should I do?

    Call us right away if you see any suspicious activity on your account.
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  • I'm worried that fraud may have taken place with my Apple Pay device. What should I do?

    If you suspect fraud with your Apple Pay device, call us immediately on +44(0)3457 212 212.
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  • I’m worried there may have been fraudulent transactions on my Google Pay™ account. What should I do?

    Call us immediately on +44(0)3457 212 212. Lines are available 24/7.
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  • What should I do if I see a card payment that I don’t recognise on my account?

    If you don’t recognise a payment on your account, we recommend a few checks before escalating your concern. If, after these, you still aren’t sure what it relates to, you should contact us.
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  • How can I protect myself from an Investment scam attack?

    You can help protect yourself from investment scams by being alert to cold callers, too good to be true offers and high pressure sales.
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