Stolen smartphone? How to contact your bank

We’ve asked the UK’s biggest providers how customers can get in touch to protect their accounts

If your smart phone gets stolen, you need to act quickly. One of the first things you should do is report the theft to your banks and financial providers, to prevent the criminal accessing your banking apps and stealing your money.

We’ve looked at how to contact each bank. And frustratingly you might need to get access to another phone first!

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Barclays

Customers should ring 03457 345 3451 or visit a branch as soon as possible to cancel their app registration on the missing phone and tell Barclays if they think they’ve been the victim of fraud or a scam. 

You’ll still be able to login and access your account online.

Chase

Chase asks customers to give them a call on 0800 376 3333 if you’re in the UK, or +44 203 493 0829 if your phone is stolen abroad. Both are 24-hour telephone lines and staff can help you check account balances and confirm any activity on the account.

When you have a new phone you’ll need to download the Chase app again and follow the instructions to access your account.

Co-operative Bank

The bank says to call the Stop Scams UK number on 159 and you’ll be routed to its fraud team. Staff will then secure the customer’s account and de-register the mobile app from all associated devices.

First Direct/HSBC

Call HSBC on 03457 404 404 and First Direct on 03456 100 100.

Customer service agents will then suspend access to digital banking and cancel cards if you have them in your digital wallet.

Lloyds/Halifax/Bank of Scotland

Lloyds Banking Group says it will immediately block access to your accounts, once notified. You can report the theft via the website, internet banking, mobile app (if you also have it on your tablet) or by calling the number on the back of your debit card. 

Metro Bank

Customers can report their phone as lost or stolen by visiting a Metro Bank branch or calling it on 0345 0808 500. The device can then be temporarily or permanently deregistered from the customer profile.

Monzo

You can call 0800 802 1281 from the UK or +44 20 3872 0620 from abroad to report a stolen phone. Alternatively you can email [email protected], which is also monitored 24/7.

Monzo’s customer service can log you out of your account on your stolen phone, freeze or cancel your card and order a new one, if need be. You can also log in at web.monzo.com to freeze your card instantly, review recent transactions and access your accounts. 

NatWest/Royal Bank of Scotland/Ulster Bank

Customers who have the banking group’s ‘ADOS MFA’ authentication could register a new phone and use that to remove their app from the stolen phone themselves. However, if you can’t do this, you can call the Stop Scams UK number on 159 and go through to your bank’s helpdesk.

To access or monitor your account you can login to your online or telephone banking.

Revolut

Revolut says the best way for customers to contact it is through its secure in-app chat. However, you’ll need to get hold of another mobile phone or tablet, log in to your account and open a chat that way. 

Santander

If you lose your phone, along with your banking credentials, report it to Santander as soon as possible by calling 0330 9 123 123. Santander says colleagues have specific procedures to follow in order to support customers in this scenario and protect their details.

Starling Bank

Customers can get help on the phone from Starling’s 24/7 UK-based customer support team by calling 0207 930 4450 and running through some customer identity and verification checks.

Trading 212

Trading 212 doesn’t have a phone number to call, instead it suggests customers login to their online account and contact it via its online chat service or email them at [email protected].

TSB

Call TSB on 0800 023 4113 or +44 (0) 1733 462206, if you’re overseas. Alternatively, you can visit a branch. You can still access your account via online banking, make payments and transfers.

Virgin Money

Customers should call the number on the back of their card to report a stolen phone. 

Staff can help you check any transactions or you can view your account online via internet banking. You could also visit a branch. 

Wise

If you can access a phone via a friend or family member, Wise suggests calling it on 0203 974 1320, its 24/7 support helpline.

If you’re unable to get hold of another phone you can login to your Wise account from a laptop or desktop computer and fill out this online form or try its online chat feature.