How to report scams and fraud

Do you think you might be a victim of a scam or a fraud? Here’s what to do.

Follow these steps first to help decide if you need to get in touch with us:

1. Check your statements or list of transactions in Online Banking or with our Mobile Banking App.

2. See a card payment that you don’t recognise? Some retailers use a different company name to the one you know them by. Search online to check the name you see with the transaction, or check with our list of common retailers. You can find more about unrecognised transactions on our website.

3. Have you signed up to a subscription, or taken advantage of a free trial where you’ve been asked to enter your card details? This might explain an unexpected payment.

4. Have you asked joint account holders, or additional cardholders if they recognise the transaction?

5. If you haven’t received goods or services bought with your debit or credit card, contact the seller first. They may have a problem with availability or delivery.

Still think you may need to get in touch about possible fraud?

If you think you’ve been the victim of a scam, call our Fraud and Security Team on 0345 835 3353 straight away. This number may be included as part of any inclusive call minutes provided by your phone operator. Our lines are open 24/7.

Telling us everything about your situation gives us the best possible chance to recover your money.

Reporting suspicious calls, emails and texts

Please get in touch to report a potential scam. You can forward any suspicious emails to phishing@tescobank.com

Remember not to add any personal details to any emails you send to us.

If you receive a suspicious text, report it to your network operator. Simply forward the text to 7726. You’ll get an automated response and may be asked to send more information. Forwarding messages to 7726 won’t cost you anything.

Have you responded to a suspicious call, email or text?

Please contact us immediately.

How we’ll help if you fall victim to fraud

We’ll work on your behalf to investigate your claim and recover as much of your money as we can. We’ll inform you of the outcome of our investigation within 15 days of the fraud being reported.

In the majority of cases we’ll refund losses through fraud involving payments made using Tesco Bank accounts. However, in exceptional circumstances our investigations may conclude that all or part of a fraud related loss will not be refundable, due to:

  • Material negligence on the part of the customer, for example:
    - Ignoring direct warnings received from either Tesco Bank or another bank in relation to a specific transaction or payee.
    - After contacting Tesco Bank with potential fraud concerns, the customer continues to make further payments to the suspect payee.
  • The payment is not strictly fraudulent, instead it’s found to be subject to a commercial dispute. For example, where someone voluntarily pays for goods or services, but is dissatisfied with what is delivered.
  • The customer is knowingly complicit in the fraud.

Reporting fraud to the police

Action Fraud is the UK’s national reporting centre for fraud and cybercrime where you should report fraud if you have been scammed, defrauded or experienced cyber-crime in England, Wales and Northern Ireland: Visit Action Fraud

In Scotland, all reports of fraud and any other financial crime should be reported to Police Scotland immediately on 101. Visit Police Scotland