How we protect you
Replacement debit card
Why have I received a replacement debit card that I haven’t requested and before my existing card has expired?
We proactively issue replacement cards when there is a risk that the details of your existing card have been compromised. We act quickly to get a new card delivered whilst your existing card remains active with the aim of protecting your account whilst minimising inconvenience to you.
Your new Debit Mastercard®
As we’re switching to Mastercard all our customers will receive a replacement card in new designs. Please visit our dedicated webpage to find out more.
How do you know my debit card details are at risk of being compromised? Can you tell me how it happened?
Our fraud systems are constantly looking for indications that card details have been compromised. Once detected we do everything necessary to protect your account and one of the steps is to replace your card.
There are several ways your card details could have become compromised or known to another person. A shop you have used online may have lost some of their customer details; another individual may have simply copied your details; or you may have used your card in a shop or at an ATM that had a card skimming device attached to it. These are just a few examples.
Although we can’t tell you exactly how or when your card details might have been compromised, rest assured we are committed to protecting your account from fraud.
- Start using the new card straight away, with your existing PIN. We’ll cancel your old debit card shortly
- Check your transactions on the Mobile app, Online banking or your regular statements.
- If you see a transaction you don’t recognise you can find more information about the retailer and how to report fraud here
- If you want more information about managing your debit card you can find it here
You can find useful information in the Fraud Guides about the more common ways that fraudsters target personal information as well as tips for safer shopping. In summary, we recommend that you:
- Ensure you have up to date anti-virus software on your device. We offer Malwarebytes free of charge, you can find more information here
- Research and consider whether the retailer is trustworthy before making a purchase with card details.
- Check the retailer website is secure – look out for 'https' or the padlock icon in the address bar.
- Never reveal your card reader code or text message passcode to anybody, and never approve a payment in your mobile app that you haven’t made. If somebody is asking you to do any of these things, it’s a scam.
- The bank or any trusted organisation will never ask you to move your money to a new bank account or ask you to hand over your bank card and PIN to ‘keep it safe’ or to ‘support a criminal investigation’ - this is a scam.
- Stay alert to unexpected phone calls, texts, or emails from anyone claiming to be from the bank or other trusted organisations asking you to disclose or update your contact details. We recommend that before progressing, you should contact the organisation directly on a number or email you trust to ensure the request is coming from a genuine source.
- If you’re worried about a fraud or a scam, remember you can call us using the number on the back of your debit card. Consider storing this number in your phone to make it easy to access, or dial 159 to be securely directed to us.
Your new card will work in the same way and nothing on your account will change as a result. We won’t be asking you for any personal or financial details, so watch out as these could be a scam. Take a look at some of the tips below to keep your card and account safe and secure.
- If your address changes you should tell us immediately and ask Royal Mail to redirect your post. If other people have access to your post, consider collecting it from a local branch.
- If you need to update your new card details with any retailers, make sure you go to their website directly and do not rely on links in emails to access their website. If you do, this could be a scam.
- When updating your Apple or Google Pay, make sure to do this directly via the digital wallet features on your phone. If you receive an email asking you to do this, it could be a scam.
- You need to make a PIN payment to activate your new card, always remember to cover your PIN when you’re using your card in a shop or at an ATM, and never divulge your PIN to anyone. Report any lost or stolen cards or compromised PINs to the Bank immediately.
- You should always report any lost or stolen cards to us straight away. You can turn off features, such as contactless, and freeze your card if you have lost it by personalising your card controls within our app.