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uk Money & financial emergencies

What to do if…
you see a large cash withdrawal on your account but you still have your card

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Freeze the card in your banking app if you can, then contact your bank’s fraud team using a trusted route. Say: “I did not make this cash withdrawal and I still have my card.”

Do not do these things

  • Don’t call back a number from a text, email, or unexpected call about the withdrawal.
  • Don’t keep using the card to test whether it still works.
  • Don’t share screenshots, ATM details, times, or account information on social media.
  • Don’t wait days to see whether it disappears if the withdrawal is large or clearly not yours.
  • Don’t accuse a specific person while you are shocked; focus first on stopping further access.
  • Don’t give anyone your PIN, passcode, one-time code, or full online banking password.

What to do now

  1. Lock or freeze the card now. Use your banking app if available. If you cannot do this, phone your bank using the number on the back of your card or from your bank’s official app or website.

  2. Use 159 if you are worried about spoofed calls. Dial 159 and choose your bank if it is listed. If your bank is not listed or you cannot get through, use your bank’s official fraud contact route.

  3. Tell the bank exactly what happened. Say: “I did not make this cash withdrawal and I still have my card.” Ask the bank to:

    • block the card or cash access;
    • stop further unauthorised use;
    • record the withdrawal as disputed;
    • issue a replacement card if needed;
    • give you a case or reference number.

  4. Write down the key details while they are fresh. Note the amount, date and time shown, cash machine or branch location if shown, and whether the transaction is pending or posted. Keep any screenshots private.

  5. Check the account for other changes. Look for other withdrawals, card payments, new payees, changed contact details, new devices, or messages you do not recognise. Tell the bank about anything else suspicious in the same call.

  6. Secure online banking from a device you trust. Change your password or passcode if your bank advises it or if you think someone may know it. Remove unknown devices if your app allows this, and turn on transaction alerts if available.

  7. Report the fraud through the right police route. If you are in England, Wales, or Northern Ireland, report it to Report Fraud online or by phone. If you are in Scotland, report it to Police Scotland on 101. If there is immediate danger or a crime is happening now, call 999.

  8. Ask about the complaint route if the bank will not treat it as disputed. Ask the bank how to make a formal complaint and keep the reference number. If the complaint is not resolved through the bank’s complaints process, you can usually take it to the Financial Ombudsman Service.

What can wait

  • You do not need to work out exactly how it happened right now.
  • You do not need to visit the cash machine or gather evidence from it yourself.
  • You do not need to decide today whether to close your account or change banks.
  • You do not need to sort out longer-term credit file checks before the card and account are secured.

Important reassurance

This is frightening, especially when the card is still in your possession. The useful first move is simple: stop further access, get the bank to record the transaction as disputed, and keep a clear note of what you reported.

Scope note

These are first steps only. Later decisions about refunds, complaints, identity protection, or specialist help may depend on what the bank finds and what else has happened on the account.

Important note

This is general information, not legal, financial, or professional advice. Bank processes can vary. If someone is threatening you, pressuring you for your card or PIN, or making you feel unsafe, get to a safer place first and call emergency services if needed.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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