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Report fraud

 

A guide to reporting fraud

Steps you can take first

There’s action you can take yourself before you contact us to report a fraud or scam.

Don’t recognise a payment?

There can be a number of explanations for a payment you don’t recognise, and we’ve added the most common ones below.

  • A company trading with a different name, you can check our list of common retailers here.
  • A regular debit or credit card payment.
  • Another cardholder on the account.
  • A free trial has expired.

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    Haven’t received goods or services from a genuine company on your debit or credit card?

    You should always speak to the retailer first to try to resolve the issue directly with them. If you’ve contacted the company and still need our support, please raise a dispute.

    Raise a dispute Open in new window

    Query a debit card transaction

    If your query relates to a debit card transaction you can start to raise a fraud query using our online form in the Royal Bank of Scotland app or Digital Banking

    • Simply login to your Digital Banking or mobile app
    • Select the transaction you wish to query
    • Click on the 'Report a dispute, fraud or scam' link
    • Click on the 'Report Fraud' option

    Query a credit card transaction

    If your query relates to a debit card transaction you can start to raise a fraud query using our online form in the Royal Bank of Scotland app.

    • Simply login to your mobile app
    • Select the transaction you wish to query
    • Click on the 'Report a dispute, fraud or scam' link
    • Click on the 'Report Fraud' option

    Contact us right away

    If you've completed the checks above, and still believe the transaction is fraudulent or the result of a scam, please let us know as quickly as possible. To speed the process up, please try to have as much information about the transaction or event as possible before you get in touch.

    Personal bank account and Travel account

    03457 24 24 24

    (Relay UK 18001 03457 24 24 24)

    If you're outside the UK, call:

    (0044) 131 549 8888

    Lines are open 24 hours, 7 days a week

    The cost of your call will depend on what phone line you are using. See our call charge information page

     

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    Personal credit card

    0370 907 0010

    (Relay UK 18001 0370 907 0010)

    If you're outside the UK, call:

    (0044) 126 850 8020

    Lines are open 24 hours, 7 days a week

    You can reverse the charges on calls from abroad through the international operator when calling from a landline. Calls may be recorded

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    Business customers

    If you’re a business customer, visit the Business security hub to learn about protecting your account, or report fraud on your business bank account and business credit cards

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    Report as fraud or a scam?

    What do we mean by fraud?

    Fraud is where you’ve identified suspicious activity on your account. This may be a transaction you didn’t knowingly make, or an update to your contact details you didn’t make.

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    What do we mean by scam?

    A scam occurs when you’ve knowingly parted with your money and/or personal details, thinking you were dealing with a genuine person or company. Scammers use many tactics, from intimidation to promises of cash, prizes, services, even romance.

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    Tell us about suspicious activity

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    We'll never ask for your full PIN, 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.

    Suspicious emails

    Feel you’ve received a fraudulent or suspicious email? Please forward it to phishing@rbs.co.uk

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    Suspicious texts

    Forward any suspicious texts referring to RBS to 88355.

    This is not a premium rate number. Standard network rates apply, please contact your network provider for more information on charges.

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    Suspicious calls

    If you’ve received a suspicious phone call and think you provided any of your personal security details during the call, please contact us immediately on 03457 24 24 24 (Relay UK 18001 03457 24 24 24)

    Lines are open 24 hours, 7 days a week

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    Suspicious websites

    If you suspect that you've entered your card details on a fraudulent website, it's important to contact us immediately to have your card cancelled. You can contact us on 03457 888 444. (relay UK 18001 03457 888 444) (24 hours a day, 7 days a week). If you're unable to contact us, you can temporarily freeze your card in our Mobile App or digital banking in the 'Cards' section.

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    How else can we help today?

    Keep your accounts secure
    How we protect you
    Fraud and scam guide
    Security centre