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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?

    Do not access links or attachments on scam emails, do not give any account or personal details. If you have responded or notice unauthorised transactions on your account, please call us immediately.
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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 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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  • 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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  • 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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  • 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 is Automated Messaging?

    Our automated messaging service quickly and efficiently verifies potential fraudulent payments made on your account.
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  • What is romance fraud?

    What is romance fraud?
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  • What are the warning signs for romance fraud?

    Look out for online users who gain your trust, then ask for your money in a time of ‘crisis’.
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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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  • 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 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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  • 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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  • 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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  • 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 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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  • How do I protect my computer?

    To protect your computer, we recommend you install ant-virus software, use a firewall and keep your devices up to date.
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  • How can I protect myself from card fraud?

    Keep your card details safe and don’t share your PIN with anyone.
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