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How can I deal with an unauthorised transaction?

If an unauthorised transaction has taken place on your card, cancel it using online banking or the app.

How to cancel your card:

  • Go to the ‘card’ section
  • Select ‘Lost or stolen cards’
  • Confirm that you want to cancel your card
  • We’ll get in touch to order your new card

If you don’t have access to the internet, call our automated telephone service and block your card on 0161 779 5000.

In the app and online banking, a padlock will appear over the image of your card to confirm that it’s locked. Once you’ve locked your card, select ‘Lost or stolen card’ to arrange a replacement card.

Block online banking

You should also block online banking and the app if you find an unauthorised transaction on your account. To do this, text BLOCK to 81122 or 07786 200 077.

Call us

Call us on 0161 779 5000 and let us know about the unauthorised transaction so we can look into it further for you.

We can also organise sending out a new card to you.

What happens when I report an unauthorised transaction?

You’re not liable for any payments or transactions from your account that you do not authorise. If you dispute that a transaction was made by you, we’ll refund the value of the transaction to your immediately unless we need to investigate it further.

If our investigations show that a disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence, we’ll not refund the transaction amount and we reserve the right the recover the value of the transaction from you.

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