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LOST OR STOLEN CARD?

Simply call us on: +44(0)1273 696 933 and we'll take care of the rest.

SAFE AND SECURE: FREQUENTLY ASKED QUESTIONS

Credit card fraud happens when someone obtains your credit card account number, and then uses it to make fraudulent purchases.
For example:
  • Your Card could be taken from you or stolen before it reaches you
  • A cashier might swipe your credit card in a small handheld device known as a skimmer, which copies the information on your card, in order to make a counterfeit copy of your card. This method is called skimming
  • An identity thief may obtain your details from discarded personal information or by attempting to access details from companies that store large amounts of personal information. These methods are called identity theft
  • A fraudster may gain access to your account details by encouraging you to respond to phishing scams. What is phishing?
Unfamiliar transactions on your statement happen for a number of reasons, and they are often not a result of fraud.  Firstly‚ you should confirm your query by going through our checklist of common reasons for unexpected charges – often, your query can be resolved right here. If none of these seem to be reasons for yours, just call us on 01273 696 933 any time of the day or night, 7 days a week. We are always here to help you.
Call us immediately on your usual customer service number and let us know which transactions on your account are fraudulent.
Where our fraud detection systems identify suspicious activity, we will try to contact you to verify whether the spending is legitimate.
Using your Card online is safe and convenient as long as you follow one simple rule. When shopping online, only use "secure" web pages when you enter your Card details. A web page is secure if there is a locked padlock in the lower right-hand corner of your browser or if the address starts with 'https', where the 's' stands for secure.
Wherever possible, you should avoid letting your Card out of your sight.  Most restaurants, for example, will now bring a mobile terminal to your table.
Wherever you are in the world, if you are a victim of fraud and have taken reasonable care to protect your account details and PIN, you won’t be held responsible for any fraudulent charges, so you can shop with confidence.
If your PIN has been used with a fraudulent transaction, we will always examine the circumstances in which this occurred.  If your PIN has been compromised through no fault of your own, you won’t be held responsible for any fraud that occurs. If you have not taken reasonable care to protect your Card and PIN, you will be held liable for any fraudulent transactions.
If you have a Chip & PIN Card you should change the PIN as soon as possible at any one of 30,000 UK LINK ATMs that offer PIN services. Find an ATM near you which offers PIN services. If you have a magnetic stripe Card or Chip & Signature Card with Express Cash please call Customer Service to change the PIN number.
Identity theft is a type of fraud in which someone uses your name and personal information to open new accounts or take over your existing account, and then makes fraudulent purchases. Identity theft can result in damage to your credit rating and you may have difficulty getting loans, credit cards or mortgages until the matter is sorted.
You may receive invoices or statements for items you have no knowledge of. You can also check your credit report.  If you find entries you do not recognise, you may be a victim of ID theft and you should contact the organisations immediately. You can receive a copy of your credit file from the following agencies from as little as £2; Experian, Equifax , Callcredit .
You can receive a copy of your credit file from the following agencies from as little as £2; Experian, Equifax, Callcredit

Report the matter to the financial institution(s) concerned.  They will then be responsible for undertaking further investigation.

If applications for credit have been made in your name you can ask to have any incorrect information amended on the records held about you by the credit reference agencies (small charge applies): Experian: 0870 241 6212; Equifax: 0870 010 0583; and Callcredit: 0870 060 1414.

Contact CIFAS (the UK Fraud Prevention Service) on 0330 100 0180 and ask for Protective Registration.  They will make a note against your name and address, which means that if any applications are made for accounts, facilities or services in your name, additional checks will be made.

If you suspect mail theft contact the Royal Mail Customer Enquiry Number on 08457 740740.

To 'phish' for sensitive financial information - fraudsters send fake emails, create bogus websites and make phone calls, pretending to be from a bank or credit card company. All are designed to deceive consumers into divulging personal, financial, or account information.

The nature of phishing scams is constantly evolving. Currently, online/email phishing is best described by the following characteristics:

  • Emails using company logos and familiar language reporting a problem and asking you to update your account information urgently by return email or by filling out a website form.
  • Emails with attachments asking you to install software which actually allows fraudsters to record your computer key strokes (called Keystroke Logging) and online activity.
  • Emails that contain typographical or grammatical errors.
  • Windows that pop up over a legitimate company's website asking you to enter personal information.
American Express will never ask for sensitive account details by email. However, if we call you, we will ask a few security questions relating to your account, so we can be sure who you are. We will normally ask only for partial answers to these questions. Always consider whether the company would be likely to ask you for the kind of information being requested. If you are at all in doubt about the authenticity of the communication, contact us through the usual channels (e.g. the phone number provided on your statement or your Card).

If you receive an email relating to American Express that you believe could be fraudulent, immediately forward it to UKemailfraud@americanexpress.com .  Please do not include your account number in the email.  If you feel your American Express account information has been compromised, please contact American Express immediately by calling the number on the back of your Card.