### How can we help?

## What other people are asking

Contact us as soon as you realise that your cards have been lost, stolen or may be misused. The sooner you tell us, the sooner we can protect your account.

#### Let us know via Online Banking

If your card(s) has been lost or stolen please Log on to Online Banking with your Secure Key and select the "Report lost or stolen card" menu option.

Firstly you will be asked to place a temporary block on your card(s). This will mean that your card is secure and no-one will be able to use it. Once you have placed the temporary block on your card, return to "Report lost or stolen card" within Online Banking to either unblock your card should you find it, or report it lost or stolen and request a replacement.

You can only place a temporary block on your card, or remove the temporary block in Online Banking at the moment. You can't apply or remove a temporary block in the Mobile Banking App, by telephone banking or by visiting a branch.

#### Phone our emergency line

If you are not registered for Online Banking please contact our emergency line or email address, if you are overseas.

Lines are open 24 hours a day, 7 days a week.

#### What happens next?

If you place a temporary block on your card, the card will remain blocked until you remove the block via Online Banking. If you report your card lost or stolen, we will cancel your card(s) immediately and issue you with replacement(s). You will receive a new card within 7 working days in the UK by post and within 10 working days overseas.

*Charges may be incurred if calling from overseas.

If your card is damaged and you can no longer use it, please Log on to Online Banking and select "Order replacement card".

If you aren't registered for Online Banking, you can also visit your local branch or contact us.

#### Debit Card

Sign the back of your debit card and choose one of these activation options:

##### By Online banking

1. Log on to Online banking.
2. Select the account you want to activate the card for.
3. Select Manage, then Activate card, and follow the instructions.

##### By phone

##### At a cash machine

Just make a transaction, such as a cash withdrawal, balance enquiry or mobile top-up and your new card will be automatically activated without any on-screen notification.

Please note you can't choose this option if it's your first debit card from Bank.

Please also note, if you are a joint account holder and have more than one card on the account, you'll need to activate each card individually.

#### Credit Card

As soon as you receive your new credit card, sign the back and choose one of two easy ways to activate it:

##### By Online banking

1. Log on to Online banking.
2. Select the account you want to activate the card for.
3. Select Manage, then Activate card, and follow the instructions.

Please note, if you have additional cardholders on your account then all cards will be activated at the same time.

##### By phone

Call and speak to a member of our Customer Services team. Lines open 8am to 10pm every day. Please note, if you have additional cardholders on your account then all cards will be activated at the same time.

To receive an overseas payment into your Bank UK account, you may need to provide the payee with the BIC (Branch Identifier Code) and/or IBAN (International Bank Account Number).

Both can be found at the top of a previous bank account statement. If you have Online Banking, log on and navigate to 'Statements' within the 'Manage' menu. Select to view a recent statement and the BIC and IBAN will be listed just below your sort code and account number.

If you do not have Online Banking access, you can check a recent paper statement or visit your local branch.

If your card is blocked, and you have not placed this block on your card via Online Banking, please go to your local branch with proof of ID so that you can withdraw money and also discuss how to remove the block.

If you have found a card that you temporarily blocked via Online Banking, Log on now to remove this block and withdraw money as before.

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