Card safety

Using your credit or debit card when you’re out and about is usually safe. But sometimes fraudsters will try to get your card details so that they can take money from your account without you knowing.

Unrecognised payments and disputes with a seller


If you haven’t got what you thought you were buying, or if you see a payment on your statement that you don’t recognise, it doesn’t always mean you’ve been the victim of fraud. Learn more about checking payments and seller disputes here:

I don’t recognise a payment on my credit card

I don’t recognise a payment on my debit card

It’s important to consider what you do with your card and card details when you’re using it at a cash machine, in restaurants or in shops.

What to look out for at the cash machine:

  • Someone looking over your shoulder - Look around you when you're using a cash machine. If anyone is standing close enough to see what you're doing, wait for them to move away.
  • Someone trying to help you - If a stranger offers you help at a cash machine, put your card away. The person offering to 'help' may be trying to see your PIN before stealing your card. Move away as quickly as you can.

What to look out for in shops and restaurants:

  • Someone looking over your shoulder - Look around you when you're using the card in a shop or restaurant. If anyone is standing close enough to see what you're typing into the card reader, wait for them to move away.
  • The server takes your card away - Never let your card out of your sight. Your server or shop assistant should bring the card machine to you.

What you can do:

  • Use a cash machine inside a bank branch - Thieves are less likely to try to steal from you if you use a cash machine inside a bank branch.
  • Don’t let anyone see your PIN - Your card and PIN are just for you. Never let anyone else see your PIN when you type it in at a cash machine, in a shop or in a restaurant. Always shield the keypad so no one can see what you are entering.
  • Use Contactless card payments or phone apps where possible - Contactless card and phone app payments are a convenient and safe way to pay for smaller amounts without having to type in your PIN.
  • Don’t write your PIN down - While it can be difficult to remember a PIN number, it’s important you don’t write it down as someone could then use it to access your money.
  • Change you PIN if you need to – if you think someone has seen your PIN think about changing it. This is possible using PIN Services on Lloyds Bank Cashpoint machines.

Report it to us:

  • If someone knows your Internet Banking passwords or has used your Internet Banking account without your permission
  • If money has fraudulently left your Bank of Scotland Internet Banking account
  • If you or someone you know has used a Bank of Scotland account to move someone else’s money

0345 600 7727 (Lines are open 24 hours a day) +44 1132 888 408 from outside the UK

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.

If someone knows your credit or debit card PIN or if someone has used your credit or debit card without your permission report it to us on:

External: 0800 0 288 335

International: +44 (0) 131 454 1605.

Opening hours: 07:00 Until 23:00

For any other issues that you think may be related to fraud please call Action Fraud:

0300 123 2040
Lines are open Monday to Friday 9am-6pm. Text phone users can ring 0300 123 2050.

They’ll be able to log the incident and provide you with a Crime Reference number if needed. Action Fraud collects data from across the UK to help banks and other businesses combat fraud.

  • Ask us for help

We understand it can be difficult for some people to get out and about. Come into branch or visit our support site to understand what we can do to support your loved one with their banking.

If you came to this page from our credit card or current account (debit card) pages, you can return here:

Credit cards         Current accounts