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Request a replacement debit or credit card through Internet Banking

Last Edit: 08/10/18

In the circumstance of losing a debit or credit card, having it stolen, or it being damaged, banks and building societies provide facilities for ordering a replacement card. Virtually every bank and building society will provide a phone number (lines should be open 24 hours a day, 7 days a week) for reporting a lost/stolen/damaged card and ordering a replacement. Most banks and building societies will also provide the ability to order a replacement card via Internet banking. If neither of these are available, then the alternative is to visit the local branch of the card provider, or to write to them. Out of all the options, ordering a replacement card via Internet banking is the fastest -- Lloyds claim it takes two minutes -- but, ordering via the telephone should be concluded within 30mins.

Replacement debit or credit card

How long will it take for the card provider to deliver a replacement card? It differs slightly for each bank and building society. Some promise 3-5 working days, others 3-7 working days. Natwest, for example, promise to send a replacement card within five working days; from the date the card was reported lost or damaged. For a stolen card, it is unclear how long Natwest will take to issue a replacement card; checking for fraudulent use of a stolen card may increase the time it takes for a replacement card to be issued with some banks and building societies. If the replacement card needs to be sent overseas, the time is usually increased to 10-14 working days.

If a debit or credit card is nearing its expired date, it is standard practice for banks and building societies to issue a replacement card automatically. However, if the card has not arrived, then customers are advised to contact the Lost and Stolen team of their respective card provider; in 2017, Jonathan Gibson of BBC West Midlands reported that "postal workers are being offered £1,000 per week to steal bank cards". The Royal Mail would not comment on the amount of their workers convicted for being involved in schemes to steal debit/credit cards, but they did state it was "very rare"; that said it does occur, so card owners should be vigilant and check for any transactions they don’t recognise if the replacement card for an expired card has not been delivered.

Finally, if a credit or debit card was lost or stolen, banks usually advise their customers to check for any transactions they don’t recognise -- easily done with Internet banking -- before ordering the replacement card. It is essential to report bank/financial fraud as quickly as possible, so that customers can be refunded under the Payment Services Regulations; the customer will need to meet the required criteria. Banks will not always reimburse stolen money, it depends whether the customer in question has compromised the security of their account/card; such as telling a 'friend' their card PIN number and that 'friend' stealing the card and using it fraudulently. Plus, if a customer is too slow to report an anuthorised payment on their card (the moneyadviceservice says 13 months or more since the payment left their account/card) the bank can refuse to reimburse stolen money.