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Lost, stolen or damaged cards

If your card’s been lost or stolen, it’s important to make sure it cannot be used by someone else and let us know as soon as possible. When you report it, we’ll cancel the card and issue you a new one.

Reporting debit and credit cards as lost or stolen

Reporting your credit or debit card as lost or stolen will make sure that no money can be taken from your account. Your Direct Debits, standing orders and digital wallet apps, including Apple Pay, Google Pay and Samsung Pay will continue to work. If you have turned the gambling block on it will remain on.

Through online banking

You can report lost or stolen debit and credit cards in our Internet Bank or Banking app.

Banking app

To report a lost or stolen card in our Banking app:

  1. Log in to our app.
  2. Go to the menu.
  3. Choose Manage Cards.
  4. Select the card that's lost or stolen.
  5. Select Report as lost or stolen.

If you need a bit of help, take a look at our quick demo (opens in a new window).

Internet Bank

You'll need to send us a message in the Internet Bank to report a lost or stolen card. You can do this by:

  1. Logging in to our Internet Bank (opens in a new window).
  2. Selecting Need help? Send us a message from the left-hand menu.
  3. Selecting Chat with us.

Over the phone

If you're not registered for online banking, call us as soon as possible. You'll need to have your account details ready.

Current accounts

24 hours a day, 7 days a week.

UK: 0800 055 66 22
Abroad: +44 1793 65 67 89

Credit card

24 hours a day, 7 days a week.

UK: 0800 055 66 22
Abroad: +44 2476 43 89 96

Savings cards, passbooks or certificates

24 hours a day, 7 days a week.

UK: 0800 055 66 22
Abroad: +44 1793 65 67 89

Freezing a misplaced debit card

If you've misplaced your debit card, you can freeze and unfreeze it in our Banking app.

Information:

You shouldn't freeze your card if you think it's been lost or stolen. Instead, you'll need to report your card as lost or stolen.

While your card is frozen, it can't be used for making card payments. But these types of payments will continue to work:

  • existing recurring card payments
  • Direct Debits
  • standing orders
  • digital wallet apps, including Apple Pay, Google Pay and Samsung Pay.

To freeze your card:

  1. Open the app
  2. Go to the menu.
  3. Choose Manage Cards.
  4. Select the card that's lost or stolen.
  5. Select Freeze Card.

If you later find your card, you can follow the same instructions to unfreeze it. As soon as you've unfrozen your card, it will be ready to use again. When your card is frozen you can still turn the gambling block on and off in our Banking app.

Replace a damaged card

If you’ve damaged your card, call us and we'll replace it for you. You'll need to have your account details ready.

FlexAccount, FlexOne, FlexStudent, FlexGraduate, FlexBasic

Monday to Saturday, 8am to 8pm.
Sundays, 9am to 5pm.
Bank holidays, 8am to 8pm.

UK: 03457 30 20 11
Abroad: +44 1793 65 67 89

FlexDirect

Monday to Saturday, 8am to 8pm.
Sundays, 9am to 5pm.
Bank holidays, 8am to 8pm.

UK: 03456 07 73 57
Abroad: +44 1793 65 67 89

FlexPlus

24 hours a day, 7 days a week.

UK: 0800 11 88 55
Abroad: +44 1793 54 12 00

Credit card

Monday to Saturday, 8am to 8pm.
Sundays and bank holidays, 9am to 5pm.

UK: 03456 00 66 11
Abroad: +44 2476 43 89 97

Savings

Monday to Friday, 8am to 6pm.
Saturday, 8am to 6pm.
Sunday, 9am to 5pm.

UK: 03457 30 20 11
Abroad: +44 1793 65 67 89

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