If you have an emergency or need to speak to us urgently, we're on hand to help.

The easiest way for you to report your card as lost or stolen is through our mobile banking app. Simply log on to the app, click ‘More’, then ‘Cards’ and choose the card you want to report. Click ‘Report card lost or stolen’.

Alternatively, if you think you’ve misplaced your card, you can freeze and unfreeze it in the mobile app instead of cancelling it right away.

You can also report your card as lost or stolen with our chat service. Read our Chat with us page for more information. 

You can also call us:

  • For debit cards, call 0800 9123 123 (+44 1908 237 963 if you’re outside the UK)
  • For credit cards, call 0800 9123 123 (+44 1512 648 725 if you’re outside the UK)

Lines are open 24 hours a day, 7 days a week. International calls will be charged at your standard network rate.

The replacement card will arrive in 4–5 working days, the PIN will arrive separately and can also be viewed in the Mobile App. Cards being sent overseas will arrive in 7 working days.

Reporting a fraud or a scam

Call +44 1512 648 725
Available 24 hours a day, 7 days a week.

If someone may already have your personal security details

Call +44 1908 238 013
Available 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

Lost or stolen card

The easiest way for you to report your card as lost or stolen is through our mobile banking app. Simply log on to the app, click ‘More’, then ‘Cards’ and choose the card you want to report. Click ‘Report card lost or stolen’.

Alternatively, if you think you’ve misplaced your card, you can freeze and unfreeze it in the mobile app instead of cancelling it right away.

You can also report your card as lost or stolen with our chat service. Read our Chat with us page for more information. 

You can also call us:

  • For debit cards, call 0800 9123 123 (+44 1908 237 963 if you’re outside the UK)
  • For credit cards, call 0800 9123 123 (+44 1512 648 725 if you’re outside the UK)

Lines are open 24 hours a day, 7 days a week. International calls will be charged at your standard network rate.

The replacement card will arrive in 4–5 working days, the PIN will arrive separately and can also be viewed in the Mobile App. Cards being sent overseas will arrive in 7 working days.

Making a travel insurance claim

Santander Travel Insurance is arranged, administered and underwritten by Chubb European Group SE.

Call Chubb on:

  • emergency: +44 (0)207 173 7177. Available 24 hours a day, 7 days a week
  • non-emergency: +44 (0) 1293 726329. Available 9am to 5pm, Monday to Friday.

Using your credit or debit card outside the UK

You can use your Santander debit and credit cards abroad to make purchases and to withdraw local currency from cash machines, simply look for the Visa or Mastercard signs. View the fees and charges

Reporting a fraud or a scam

If you think you’ve been the victim of a fraud or a scam, or are concerned about the security of your account, please contact us on 0800 9 123 123, or +44 1512 648 725 from outside the UK. Available 24 hours a day, 7 days a week.

Report an email scam

If you receive an email that asks for your personal security details, forward it to phishing@santander.co.uk

If someone may already have your personal security details

Call our Online Banking helpdesk on 0800 917 9170, or +44 1908 238 013 from outside the UK. Available from 7am to 9pm Monday to Saturday and 8am to 9pm Sundays.

Stay aware

To help you spot suspicious emails, we always write our emails in a certain way:

  • we'll address you personally – not with 'Dear customer' or with your email address
  • we include the last 3 digits of your postcode above the Santander logo
  • we never ask for confidential information – either in the email or by linking to a page that needs this information.

Learn more about how you can protect yourself in our Fraud and Security area

If you can’t remember your log on details you can easily reset them online

If you’ve forgotten your Personal ID you’ll need:

  • your most recent debit or credit card, or
  • your account number and sort code, which you can find on your statements.
  • If you've forgotten all your log on details you’ll also need your mobile phone as, for security reasons, we'll send you a One Time Passcode.

You can retrieve or reset your details on your mobile phone (click on ‘Forgotten your log on details?’ from the log on screen), in Mobile Banking or over the phone (call 0800 917 9170, 7am to 9pm Monday to Saturday and 8am to 9pm Sundays).

We'll help wherever we can

Many people face financial worries at some point in their lives. Getting help and advice sooner rather than later is important and can help make sure the problem doesn't get any worse.

We're committed to treating our customers sympathetically when they're having difficulties, and we'll do our best to help you if you think you might be having financial problems.

Take a look at our numbers to call based on the debt you want to discuss

Getting independent advice

If you decide to seek independent financial help, it’s useful to let us know. Some companies will give you a reference number which you can give to us so that we can pause any collections we might make from you until they’ve helped you go through your finances and drawn up proposals for your creditors.

Useful contacts for independent advice

Find the right numbers to call when you need to make a claim on an insurance policy

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