If money is taken from my account fraudulently, will I get my money back?

If you authorised a card payment or any other payment from your account, you will be responsible for it. If your card or security details are used to make a payment or transfer without your permission, we will refund the full amount (minus £35 where applicable) of the payment as soon as is operationally possible. This includes repayment of any interest or charges incurred as a result of the payment. However, you must notify us as soon as possible and no later than 13 months after the debit date. After this time we will not be able to issue a refund.

You may have to pay up to £35 if:

  • Your card is used after being lost or stolen
  • You fail to keep your security details safe

You may be responsible for money taken from your account up until the point you report it to us, if you:

  • Don’t keep your card or security details secure
  • Don’t tell us as soon as possible that your card is lost or stolen
  • Share your card, digipass or security details with a third party
  • You were aware that your account had been compromised at the time that the payment was made and you failed to tell us.

You will not be responsible if you’re unable to notify us because our phone lines are unexpectedly unavailable or closed, as long as you call us when our lines open the next day.

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