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Report an Unauthorised Transaction

 

It’s important to report suspected fraud as soon as possible to limit the unauthorised transactions and to minimise the impact. Here you’ll find the numbers you need, the next steps to take and what we’ll do to help. 

 

Report a Fraud: A fraud is where you have identified suspicious activity on your account, this may be regarding a transaction that you didn’t knowingly make or an update to your contact details that wasn’t done by you.

 

Report a Scam: A scam is where you have knowingly parted with your money and/or personal details with the expectation that you were dealing with a genuine person/company. This may have been done through intimidation, promises of cash, prizes, services, fictitious returns on investments and even romance

Report Fraud on a Personal Bank Account

Call: 0344 412 4444 (24 hours, 7 days a week)

If you're outside the UK, call: +44 203 478 5319

Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) or you can visit one of our UK branches.

Also, please note that calls may be recorded for training and monitoring purposes

If you’ve been a victim of fraud that has affected your account or card, first contact us immediately using one of the numbers above. Once you’ve done that, it’s also recommended that you report fraud to your local police station and get a crime reference number. You should also contact your local police station if your debit card or chequebook has been stolen.

What next?

1. Once you've reported fraud

We’ll give you a case reference number. This would normally start with “SR”. Make a note of this and keep it safe – it’s confirmation that we’ve logged your case.

 

2. We'll investigate and contact you

Within 7 days we will call you or email to give you an update. We normally do this via call or sometimes by email in case we are not able to contact you. We will always contact you on your registered contact details. Hence, it is important that you keep your contact details updated with the Bank.

3. We might send you a transaction dispute form

For you to fill in details of what happened - as part of your case. When you get this, fill it in and send it back to us within 10 working days. If we don't receive your form within 10 days, we’ll close your claim – any temporary refund we’ve already given you will be taken back out of your account.

Quick Tip:

Often the quickest way to solve the problem is to contact the supplier so make sure you know your rights first.

Paying for things using your debit or credit card is quick and easy, but sometimes things don't go as smoothly as planned.

When something goes wrong, it helps if you know your rights, which you can find here: Gov.co.uk Consumer rights guide

What are your rights on making a claim?

Chargebacks

A chargeback is a way for ICICI to try and recover your money in the event something goes wrong. First, you need to try to solve the problem by contacting the retailer. If you haven’t been able to do so, and have raised a dispute with us, this is what happens next.

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 45 days or longer in current conditions. We may ask you to give further comments and / or evidence to continue with your dispute. This could be:

  • evidence of your attempts to cancel the transaction or return the goods
  • evidence you have reached out to ATOL or ABTA where applicable
  • a receipt or invoice
  • the retailer's terms and conditions
  • evidence of the retailer’s rejection of your dispute

Most disputes will be investigated within 3 months of the date it was first raised with the retailer.

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