Think you've lost money through a scam or fraud? Follow the steps below.
1. Have a problem with something you bought using your card?
Try to sort out the problem with the retailer first. If you still need our help you can raise a dispute. If you paid via a bank transfer, it could be a scam so call us.
2. Are you being charged for a subscription or free trial?
Sometimes something we thought was free starts charging a fee.
3. Does someone you know use your account too?
Check whether that person has made the payment before reporting it.
4. Could it be a business trading under a different name?
Businesses sometimes show as a different name on your statement. If you don’t recognise a transaction try Googling it.
Ways to report card fraud
Have you protected your card/account?
If you suspect fraud on your card it may have been compromised, so taking steps to protect your account is important. In the mobile banking app, you can freeze your card temporarily or cancel it by reporting it as lost or stolen.
Chat to us in the app
Available 24/7 and it’ll take less than 10 minutes to tell us about fraud in the app. Once we have everything we need, you’ll get your money back by the end of the next working day.
Log in to your app
Go to the menu. Tap on the icon in the top right of the home screen
Tap "chat to us". Type "report fraud" to report fraud to the TSB Smart agent
Use our online form
What you’ll need
To be a personal banking customer. If you are a business banking customer please call us
Your account details
Details of any transactions you think are fraudulent (check the last 3 months of transactions and any pending transactions too)
To be the registered account holder or have Power of Attorney rights to the account
To be at least 16 years old
How does it work
Fill out the form and submit it to us
We’ll review your case and you’ll receive a text of the outcome
How long will it take
Around 10 minutes to complete the form
If approved your money should be back with you by the end of the next business day
Additional info
Please be aware that Adobe are a separate data controller from TSB, and any personal data you provide will be sent to Adobe and processed in agreement with their terms and conditions of service.
You may wish to read their Adobe Terms of Use and Consumer Disclosure before using the following link.
Screen reader users are advised to use an alternative channel
Or call us
Not in the UK? Call +44 (0) 1733 462206
Lines open 24/7
You can use BT RelayUK by adding 18001 to the start of our numbers.
Or communicate with us using sign language with our SignVideo service, available from 8am - 6pm Monday to Friday.
What is non card fraud? Bank transfers, scam calls, texts or emails or if someone has access to your login details.
If you need to report a card fraud, please use one of the options above
Ways to report non-card fraud
Use our online form to report a purchase scam
If you've sent money by bank transfer for something which you now believe doesn't exist, this could be a purchase scam. This can be reported using our online form.
Use this form if:
- You've paid by bank transfer for goods or services that weren't delivered at all
Don't use this form if:
- Goods or services were partially delivered, faulty or counterfeit
- Goods or services you bought were different from what was sold to you
In these cases it is a civil dispute between you and the seller. To try to claim your money back, please contact the seller or get advice from trading standards.
We use Adobe Sign for this kind of request. Adobe will pass the information you provide to us in a secure manner and won't process it in any other way.
Information on how we use your data can be found in our Data Privacy Notice.
Screen reader users are advised to use an alternative channel
Or call us
Not in the UK? Call +44 (0) 1733 462206
Lines open 24/7
You can use BT RelayUK by adding 18001 to the start of our numbers.
Or communicate with us using sign language with our SignVideo service, available from 8am - 6pm Monday to Friday.
Don’t reply or click on anything. Mark it as ‘Spam’ and forward the details to emailscams@tsb.co.uk and let us take it from there.
Don’t reply or click on anything. Mark it as ‘Spam’ and forward the details to emailscams@tsb.co.uk and let us take it from there.
If someone calls you unexpectedly claiming to be TSB, hang up and call telephone banking to make sure you’re talking to TSB.
03459 758 758
Lines open 8am to 8pm
If you see your personal details have been changed with us, someone could have access to your account. Call us straight away.
Take action to protect yourself
Cancel your card
Cancel your card to stop any more fraudulent payments going out. You can do this in the app or by calling 0800 015 0030 or +44 (0) 2074 812567 if you are abroad. Lines open 24/7.
Change your login details
If you think someone has access to your internet banking, change your password and login. Keep your money safe.
App Store is a trademark of Apple Inc. registered in the US and other countries.
Google Play is a trademark of Google LLC.
