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In today’s digital world, banking fraud and identity theft are growing risks. If you think someone might have access to your bank account – whether your card or login details are missing, or you notice unfamiliar transactions – act quickly to protect yourself.
Take Immediate Action
If your bank card or security details have been lost or stolen, or your statement shows payments you don’t recognise, contact your bank or building society straight away. You can usually find their contact number on their website or on your bank statement. They may take immediate steps to secure your account by cancelling your card or changing your online login credentials – even if no money has yet been taken.
What to Do if Money Has Been Taken
If money has been stolen, this is classed as fraud. Your bank will act quickly to prevent further losses and may send you replacement cards or chequebooks. You should also report the fraud to the police through Action Fraud by calling 0300 123 2040 or visiting www.actionfraud.police.uk.
What If Someone Has Used Your Identity?
If you start receiving bills or letters about loans or accounts you didn’t open, this could be a sign of identity theft. Contact your bank immediately and keep records of all correspondence. You should also contact the main credit reference agencies – TransUnion, Equifax, and Experian – to explain you’ve been a victim of identity theft and to request removal of any unauthorised accounts from your file. You can also add a ‘notice of correction’ password to your file for added protection.
If the fraud involved stolen post, contact Royal Mail on 03457 740 740.
Getting Your Money Back
Banks are usually required to refund money stolen through fraud, ideally by the next working day. However, they can refuse if you were ‘grossly negligent’—for example, if you shared your PIN or password. If you sent money to a scammer yourself (known as an ‘authorised push payment’), your bank may still refund you if you followed its security guidance and believed the transaction was genuine.
Not Happy With Your Bank’s Response?
If you’re not satisfied with how your bank handled the issue, make a formal complaint. If they haven’t followed fair treatment rules, you may be entitled to further action.
Stay Safe Online
To reduce your risk, visit sites like Action Fraud, Take Five, and Get Safe Online for practical security advice. If in doubt about a suspicious call, dial 159 to safely contact your bank.
Being proactive is the best defence against fraud.
If you’re facing debt, don’t wait – speak to our advisers for free, confidential support.
Citizens Advice North Herts provides free advice in many local settings.
We have offices in Letchworth and Royston.
Find out more about our services on our website at www.northhertscab.org.uk or Citizens Advice Stevenage at www.stevenagecab.org.uk/
You can call our free Advice Line on 0800 144 88 48, opening hours are 10am to 9pm Monday to Wednesday, 10am to 8pm Thursday and Friday, and 10am to 4pm on Saturday.
