Consumer Fraud Response Checklist
A printable step-by-step checklist for consumers whose card or bank account has been compromised. Four phases: Immediate, Secure, Assess, Monitor.
Last Updated: February 2026
Print this page or save it before you need it. In a fraud situation, having a clear list in front of you saves time and reduces mistakes.
If you are in immediate financial danger, call your bank NOW — the number is on the back of your card. Then return to this checklist.
PHASE 1: IMMEDIATE (Within the First Hour)
Step 1: Freeze or Lock Your Card
- Open your banking app → Card Settings → Freeze/Lock Card
- If you cannot access the app: Call the number on the back of your card immediately
- Ask the bank to freeze all outgoing transfers pending investigation
Step 2: Identify All Suspicious Transactions
Before calling, note for each suspicious transaction:
- Date of the transaction
- Amount
- Merchant name or ATM location shown
- Whether you still physically have your card
Step 3: Call Your Bank's Fraud Line
- Use the number on your card or your bank's official website — not a number from a suspicious message
- Say: "I have unauthorised transactions on my account and I want to report fraud and raise disputes"
- Ask for: a case reference number (write it down)
- Ask for: expected resolution timeline
- Ask for: whether provisional credit will be applied
- Request a replacement card with a new number
Step 4: Report to Authorities
- UK: Action Fraud — 0300 123 2040 or actionfraud.police.uk
- US: FTC — reportfraud.ftc.gov | (for online fraud: ic3.gov)
- EU: Local police + national financial supervisory authority
- Note the crime reference number provided — your bank may require it
PHASE 2: SECURE YOUR ACCOUNTS (Same Day)
Step 5: Change Credentials — From a Clean Device
- Change your online banking password (use a device you trust)
- Update your PIN when your replacement card arrives — do not reuse the old PIN
- Change passwords on any other account where you used the same password
- Check your registered email address in your banking account — has it been changed?
- Check your registered phone number in your banking account — has it been changed?
Step 6: Review and Strengthen Your 2FA
- Enable two-factor authentication if not already active Online Banking Security: How to Protect Your Accounts
- Consider switching from SMS OTP to an authenticator app
- Review trusted devices on your banking account — remove any you don't recognise
Step 7: Check All Linked Accounts
- Review all accounts linked to the compromised card or account
- Check any accounts that use the same email address and password
- Check digital wallets (Apple Pay, Google Pay) — are there unfamiliar cards added?
- Review any financial apps connected to your account (budgeting apps, payment services)
PHASE 3: WIDER IMPACT ASSESSMENT (Within 72 Hours)
Step 8: Check Your Credit Report
- Request your credit report from all major bureaus
- Look for: accounts you did not open, credit queries you did not authorise, unfamiliar addresses
- If fraudulent accounts have been opened: contact each lender directly and report fraud
Step 9: Consider a Fraud Alert or Credit Freeze
- Place a fraud alert at major credit bureaus (alerts lenders to take extra steps to verify identity)
- Consider a credit freeze for stronger protection How to Place a Credit Freeze: A Step-by-Step Guide
Step 10: Protect Your Phone Number (If Relevant)
- If you believe SIM swap may have been involved — contact your mobile carrier
- Set a carrier PIN to prevent future SIM swap attempts Identity Theft & SIM Swap: Prevention and Recovery Guide
PHASE 4: DOCUMENT AND MONITOR (Ongoing)
Step 11: Maintain a Fraud Log
Keep a written log with:
- Date and time of each fraud event
- Date and time of each action you took
- Names of bank staff spoken to
- All case and reference numbers
- Outcome of each step
Step 12: Monitor Your Account
- Enable real-time transaction alerts if not already active
- Check your account statements daily for at least 60 days
- Follow up with your bank if disputes are not resolved within the stated timeframe
Step 13: Escalate If Needed
If your bank disputes your claim or does not resolve within the timeframe:
- Ask for a written explanation of their decision
- Ask to escalate within the bank (senior complaints team)
- Contact the financial ombudsman:
- UK: financial-ombudsman.org.uk
- EU: Your national ADR/ombudsman scheme
- US: Consumer Financial Protection Bureau — consumerfinance.gov
QUICK REFERENCE: KEY PHONE NUMBERS
| Organisation | Number / Contact |
|---|---|
| Your bank fraud line | [Number on back of your card] |
| Action Fraud (UK) | 0300 123 2040 |
| FTC (US) | reportfraud.ftc.gov |
| Financial Ombudsman (UK) | 0800 023 4567 |
| CFPB (US) | consumerfinance.gov |
FRAUD TYPE: QUICK REFERENCE
Compromised card (physical theft/skimming): → Freeze card → Call bank → Raise disputes → Replace card → Monitor
Online banking compromise: → Freeze account → Change password → Review active sessions → Call bank → Report
SIM swap / phone number takeover: → Call carrier → Restore number → Call bank → Change all OTP-dependent passwords
Vishing (you transferred money to a scammer): → Call bank IMMEDIATELY → Say "APP fraud" → Request fund recall → Report to Action Fraud/FTC
Identity theft (new accounts opened): → Call banks where accounts were opened → Credit freeze → Fraud alert → Report to authorities
Last Updated: February 2026 | For emergencies, call your bank first, then use this checklist.
This checklist is for general guidance. Your bank's specific process may differ.
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