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My card is missing or stolen

If your card is lost, stolen or likely to be misused we provide 24-hour assistance. However, you can quickly take full control at home or on the move.

To temporarily block your card through the HSBC mobile app or via online banking, please follow the instructions found on the temporary card block page

If your card has been lost or stolen take action as soon as possible. Follow the instructions on how to report it here

If you are not registered for online banking please phone our emergency line on 0800 085 2401 from the UK or +44 1442 422929 if you are overseas.

Lines are open 24 hours a day, 7 days a week. Charges may be incurred if calling from overseas.

I don’t recognise a transaction

Check out our query transactions page to help you work out why you might not recognise a payment from your account.

To help you, we’ve put together a list of almost 200 companies whose transactions are often disputed.

Still don’t recognise a transaction? Here’s what to do – but please don’t call unless you think there’s been a fraudulent card transaction, payment or authorised payment scam:

Card transactions

If you believe this is a fraudulent transaction on your card (debit or credit) please call us:

For Premier customers: 03457 707 070 (open Monday – Sunday from 08:00-20:00)

For all other customers: 03457 404 404 (open Monday – Sunday from 08:00-20:00)


If you believe this is a fraudulent bank transfer or bill payment (ie not made with your debit or credit card), please call: 03457 404 404  (Lines open Monday – Sunday from 08:00–20:00)


If you've authorised a bank transfer or bill payment (ie not made with your credit or debit card) and now believe you've been the victim of a scam, please call: 03455 873523 (Open 24/7)

If you're not sure which number to call, please dial the number on the reverse of your card.

I wish to dispute a transaction

If there’s a card payment which you recognise but wish to dispute, please don’t call us as our lines are very busy.

Go to our query a transaction page to find out how to raise a dispute.

I received a text message from HSBC ?

We may text you to check a card transaction is legitimate or to ask you to contact us.

Check our text messages page to see what our regular text messages look like and also see some messages commonly sent by fraudsters.

I got a suspicious email

Stop. Don't click on any links. Don't open any attachments. Just forward the email to and we'll investigate it.

My card is damaged

If your card is damaged, please follow these steps:

  1. Log on to online banking
  2. Select the "Replace a damaged card" menu option

For more information, including other options to request a replacement card, see here.

It’s easy to get in touch online. Talk to us directly through our chat channels.