Report fraud
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Steps to take first
Report a fraud or Scam
Common questions
Need more help?
Check if you've been a victim of fraud or a scam and how to report it
There's a few tips below to help check if you've been the victim of fraud or a scam. If you have, there's some easy steps to report it and you can also send us details of suspicious emails, calls, texts or websites.
Steps to take first
The following checks will ensure you can resolve any concerns quickly and through the right channels. There can be a number of explanations for a transaction that you might not immediately recognise and we’ve added the most common ones below so please check these before reporting it as fraud. If you're still unsure, please report it and we'll take a look.
1. Payment you don't recognise? Could it be
Some retailers use a different trading name to what they are normally known as.
Did you know that you can log onto your Online Banking and ask Cora for more information about a debit or credit transaction you don't recognise? Simply tell Cora you don't recognise a transaction and she will ask you to copy and paste the full name of the retailer from your account into the chat window.
Alternatively you can check our list ofcommon retailers to help confirm if the transaction is genuine.
If you've got a joint account or secondary cardholder, double check with them to see whether they know about the payment.
Your statement will show the last 4 digits of the card that was used to make the transaction.
Some companies will automatically start taking the monthly fee from your account when the free trial period for their service ends. When you sign up for a free trial, put a reminder in your calendar to cancel it if you decide you don’t want to continue. Please contact the company first as this is often the easiest way to resolve any disputes. Further support on matters like this can be found here.
A regular debit or credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, like a subscription to a publication or a service, such as Netflix. Regular payments automatically carry over to new cards unless cancelled. Further support on Regular Payments can be found here.
A common example of where a pre authorisation may occur is when you check into a hotel. They will take a pre-authorised amount from your available balance, which guarantees that there are funds to pay for any charges incurred during the hotel stay, such as the cost of room service or other amenities. At the end of your stay, once the balance is settled, the authorisation will be reversed back to you and full payment of your stay will be taken.
We are unable to cancel any transactions while they are pending, the retailer is the only one who can cancel it and return funds back to you at this time. In most cases you’ll be able to sort this out with the retailer, if you’re still having issues after the payment has fully debited your account (UK 3-5 working days, Europe 7-10 working days and International 10-14 working days), you can raise a dispute with the company by using our online dispute forms.
2. Not received goods or services you've paid for by debit or credit card?
The first step in making a claim is speaking to the retailer to see if they can resolve, if you’ve tried to contact the company and still need our support you can raise a dispute with the company here.
3. Report fraud
After completing the above steps, if you believe you've been the victim of fraud or a scam, we want to help as quickly as possible. To speed the process up, please try and have as much information about the transaction or event as possible, before you get in touch.
Report a Fraud:A fraud is where you have identified suspicious activity on your account, this may be regarding a transaction that you didn’t knowingly make or an update to your contact details that wasn’t done by you.
Report a Scam:A scam is where you have knowingly parted with your money and/or personal details with the expectation that you were dealing with a genuine person/company. This may have been done through intimidation, promises of cash, prizes, services, fictitious returns on investments and even romance.
4. Find the number you need to get in touch
Personal bank account
Call:03457 24 24 24 (24 hours, 7 days a week)
(Relay UK 1800103457 24 24 24)
If you're outside the UK, call:
(0044) 131 549 8888
The cost of your call will depend on what phone line you are using. See ourcall charge information page
If your query relates to a pending debit card transaction of less than £300 you can start to raise a fraud query using our online form.
- Simply login to your online banking or mobile app
- Select the transaction you wish to query
- Click on the ‘Get help with this transaction’ link
- Click on the ‘Report Fraud’ option
Personal credit card
Call:0800 161 5153
(Relay UK 180010800 161 5153)
If you're outside the UK, call:
(0044) 126 850 8020
Lines are open 24 hours a day
You can reverse the charges on calls from abroad through the international operator when calling from a landline. Calls may be recorded
Business customers
If you’re a business customer, visit the Business security hubto learn about protecting your account, or report fraud on your business bank account and business credit cards
Tell us about suspicious emails and texts
Further information about dealing with suspicious emails and texts that you’ve received or responded to can be found using the links below:
Remember, we'll never ask for your full PIN and full password by text, email or on the phone.
Suspicious emails
If you have received a fraudulent or suspicious email which you have not responded to, please forward the email tophishing@rbs.co.uk
Suspicious texts
Forward any suspicious texts referring to Royal Bank of Scotland or RBS to the number 88355.
This is not a premium rate number. Standard network rates apply, please contact your network provider for more information on charges.
We'll never ask for your full security number, full password and card reader codes by text, email or on the phone.
Both the phishing mailbox and text reporting number are automated services. Please do not send other queries or personal information, including bank account details to them.
Common questions
A regular debit or credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, like a subscription to a publication or a service, such as Netflix.
Cancel a regular debit card payment online
Cancel a regular credit card payment online
Often the quickest way to solve the problem is to contact the supplier so make sure you know your rights first.
Paying for things using your debit or credit card is quick and easy, but sometimes things don't go as smoothly as planned.
When something goes wrong, it helps if you know your rights, which you can find here:Gov.co.uk Consumer rights guide
The best place to start if you've not received goods or services you've paid for is by contacting the company you bought them from. But we realise this is not always possible, for example if the company has gone out of business. If you can't resolve the issue with the retailer, we may be able to help.
You can access our cardpayment support, which provides you with instructions on how to make a claim.
