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How do I block a fraudulent transaction?

If we spot a transaction that we suspect is fraudulent, we’ll text you to ask whether it’s you making the transaction before allowing it to go ahead.

Reply with ‘Yes’ if you made the transaction, or ‘No’ if you don’t. If you didn’t make the transaction, call us straight away so we can investigate it.

If you think a transaction on your account is fraudulent, cancel your card 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 be in touch to arrange a replacement card

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

Block online banking

You should also block online banking and the app if you think there is a fraudulent transaction on your account. To do this, text BLOCK to 81122 or 07786 200 077.

Call us

Then you’ll need to call us immediately and let us know about the unauthorised transaction so we can investigate further for you. We can also order a new card to be sent to you.

What happens when I report a fraudulent 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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