What To Do If You've Been a Victim of Fraud | NatWest

What should you do
if you’ve been a
victim of fraud?

A breakdown of the steps to take when
you’re a victim of fraud.

Realising you’ve been a victim of fraud can be scary, and victims can sometimes even feel embarrassed about falling for scams. We’re here to guide you through the next steps and explain how we might be able to help.

What should you do if you’ve been a victim of fraud?

If you think you’ve been a victim of fraud, it’s important to act quickly to prevent any more action being taken by the fraudster. These are the steps to take:

1.       If the fraud relates to your bank account, report it to your bank straight away. The sooner you report it, the sooner we can take action. See our reporting fraud list of contact numbers for the different types of fraud.


2.       Report the incident to Action Fraud, the UK’s national fraud and cybercrime reporting centre. You can use Action Fraud’s reporting fraud tool here. This will give you a crime reference number and your case will be referred to the City of London Police’s National Fraud Intelligence Bureau.


3.       Review your passcodes. If you gave out your passcode by mistake, make sure you change this for any other accounts with the same passcode. You should always try to keep passwords different across accounts. See our guide to keeping your passwords safe for more password advice.


4.       If you’ve clicked on a link you think is harmful, use a reliable antivirus software and scan your computer for any viruses. If you bank with us, you can download and use IBM Rapport for an extra level of security to help keep your Online Banking details safe. You may even want to look at antivirus for your mobile.  


What should you do if you’ve been a victim of credit card fraud?

Credit card purchases for products and services between £100 and £30,000 can be claimed back under Section 75 of the Consumer Credit Act. If you’ve been a victim of credit card fraud, speak to your credit card company immediately.



What we’ll do to help you

When our customers have fallen victim to fraud, we want to help. Here are the steps we’ll take to help you:


  • When you call us you’ll be given a case reference number, so keep this safe as proof your fraud has been reported.
  • Your card usage might be stopped as a precaution and you’ll be contacted by our fraud team, either by text or automated calls, to let you know.
  • If money has been taken from your account and you have not given out any sensitive information, we’ll take action immediately.
  • We’ll work to get your money back into your account and make sure your account is safe
  • Our Secure Banking Promise protects you 24/7 when you’re banking with us, either on the Mobile Banking app or via Online Banking.
  • We’ll refund the money paid out of your account by a fraudster if you’ve kept your security information safe.

If we suspect gross negligence by giving out sensitive information then it can delay getting your money back and require an investigation. Speak to one of our advisors for more information.


App available to Online Banking customers with a UK or international mobile number in specific countries

Reporting phishing scams

If you think you’ve received a fraudulent email, text or phone call, make sure you report it to us. Not only can we help protect your account, but we can also help stop others falling victim.

  • Suspicious emails

If you have responded to a suspicious email and you think that your accounts have been accessed by someone else, please contact us on 0800 161 5154. (If you’re calling from abroad please dial 0044 131 523 7766.)

Please forward any suspicious emails to phishing@natwest.com.

  • Suspicious text messages

We will never ask you for your full PIN and full password by text or email. If you think you have given this information away, please call us immediately on 0800 161 5154.

Please also forward any suspicious texts regarding your NatWest bank account to 88355.

  • Suspicious phone calls

If you think you’ve given away information to a fraudster, please contact us straight away on 0800 161 5154. (If you’re calling from abroad please dial 0044 131 523 7766.)


See a full list of contact details on our reporting fraud page. It’s a good idea to store any important numbers in your phone book so you report fraud straight away if you think you’ve been a victim.

Add your signposting title here… Why you should report fraud

Fraudsters are criminals and crime should be reported. It is important to report fraud immediately to prevent further scams by this individual or group.

If you find that a company is being imitated by fraudsters, let the company know, so they can warn their customers about the scam. Reporting fraud helps to beat fraud.

Avoiding fraud in the future

·         To protect your personal details and card details when shopping online, and to shield your Online Banking details, download IBM Rapport Security Software. Available for PCs, laptops and Macs.

·         Take a look at our fraud guide for tips on how to stay safe from fraud, and be aware of all the different scams which are out there.

·         Check out our guide on how to make your mobile secure to stay savvy with your mobile security.

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