Call 159: a new number for reporting scams

Quickly redirecting you to your bank, so you can report scams and suspected fraudulent activity.

In an initiative to support people who have fallen victim to a scam, or have been approached by fraudsters with potential scams, we’re supporting the launch of the new phone number, 159.

Now, when you call the number 159 you’ll be connected to a system which will redirect you to your bank. Because the sooner you report fraud, the sooner your bank can take the right action for you.

This line is not for general banking enquiries. Fraud is an extremely serious issue and this line is a service offered to help those affected or who are at risk.

Financial fraud in the UK totalled £1.2 billion in 2020, and criminals stole over £355m in the first 6 months of 2021 alone, from individuals and small businesses via fraud; pretending to be either a bank or well-known organisation. But many cases of fraud and scams remain unreported.

If you are asked to move your money away from your account or feel pressurised into making a payment, STOP! And call 159.

159 is a vital tool to help prevent and combat the damage being caused by fraudsters, as well as protect and support the public. Calling 159 allows you to get in contact with your bank if you’re worried about:

  • That you’ve fallen victim to a scam
  • That you’ve been contacted by a fraudster, or approached with a scam.

To stop fraudsters monitoring your call history, try and call 159 from a different device you may have communicated on with them.

Important: remember, 159 will never call you. If you receive a call from 159, or someone posing as a representative from this service— this is a scam.

Stop. Think, ‘fraud?’ Call 159.

Verification codes

We use verification codes as an additional layer of security when you're doing things like making online banking payments or setting up new payees.

We'll either send your code as a text message or in an email. You then follow instructions online to enter the code.

Automated messaging

We sometimes send automated messages to check whether a payment is genuine and to prevent fraud before it happens. We send these by text message, email or by phone, depending on your preferred method of contact.

These messages will never ask you for personal or sensitive information or contain links. If you receive an automated message claiming to be from us that asks you to provide this information, do not respond

Our fraud guarantee

We guarantee to refund any money lost to fraud, as long as:

  • you've taken reasonable steps to keep your details safe
  • you've taken sufficient care to check that the person or company you're dealing with are genuine
  • you haven't acted fraudulently yourself.

Read our fraud guarantee in full

Card security

We keep your cards secure and limit the risk in a number of ways, including:

Chip and PIN

This technology ensures that only you can use your card for store payments and cash machine transactions.

Contactless transaction limit

If your card falls into the wrong hands without you realising, it can't be used for high value fraudulent transactions. Contactless cards also require you to enter your PIN from time to time, to limit the number of contactless transactions.

Lost and stolen cards

If you realise your card is lost or stolen, call us as soon as possible to report it. We'll cancel your card and send you a replacement and a new PIN, which we'll send separately.

Contact us immediately if your card is lost or stolen on 0345 600 6000 or +44 345 600 6000 from outside the UK. Lines are open 24 hours a day, 7 days a week. Call charges

Verified by Visa

Verified by Visa adds extra security to online transactions. When shopping with a participating retailer, a popup window will either prompt you to register a passcode or to enter 3 digits from a passcode you've already registered.

Forgotten your passcode

To reset your code you can either:

  • select the 'forgot your passcode' option in the popup window
  • log into online banking and send a secure message
  • call us on 03457 212 212 or +44 3457 212 212 from outside the UK. Lines are open 24 hours a day, 7 days a week. Call charges

Secure sessions

To check you're in a secure and encrypted session, look for the padlock symbol in the address bar and https:// at the start of the website address.

Timeout 

To keep your information safe when you're doing things like online banking or making an application, your session will time out if it has been idle for 5 minutes or more. 

We'll always warn you before your session times out and you'll have the opportunity to resume the session before it does.

Encryption

Encryption encodes information so even if that information falls into the wrong hands, it can't be read. We use encryption to protect your identity and your finances when you're doing things like mobile or online banking.

Not found what you're looking for?

Contact our support team