I am worried about the British Airways incident
Please note, you’ll only be impacted if you made a payment using the British Airways (BA) website or mobile app between the 21st of August and the 5th of September. If you used your card with BA during these dates, some of your personal information may have been accessed, including your full name, address, and date of birth, email address and payment card information. Bookings made with no payment during this time are unlikely to be impacted.
BA have secured their database and are working to strengthen their systems to protect against this happening again.
What we are doing
- As a precaution we’re reissuing Debit and Credit Cards that have been impacted by the BA data breach.
- If you have additional cardholders on your credit card account, new cards will also be issued for them.
- If you’ve already requested a new card since the BA announcement we will not replace this again.
- On your existing card, for further protection, we may have applied a block on some ‘card not present transactions’ (i.e. online, or over the phone), as a result some transactions may be declined. If this occurs, please contact us as below.
What you need to do
- If you think you have been impacted by the BA breach and are currently travelling or about to do so over the coming weeks, please contact us in regards to your new card.
- You can continue to use your existing card until your new card arrives. When the new card arrives cut up your old card and start using the new one immediately, with the same PIN number.
- Update your card details if they’re saved for online shopping and regular payments.
We recommend that you check your account for any unexpected payments. Remember, we’ll never ask for your full PIN or password when identifying you on the phone or online. And we’ll never ask for card reader codes on the phone or when you log in.
You can also take some simple steps to protect your account:
- Sign-up for our free Account Alerts service via Mobile Banking/Digital Banking so you can keep track of activity on your account.
- Always use a unique password for your account. Don’t recycle this password with any other online service.
- If you receive emails, phone calls or text messages over the next few weeks relating to the BA incident, please double check it is genuine.
For more advice about protecting yourself from fraud, please search for the UK bank-wide initiative, 'Take Five to Stop Fraud' online.
We are working hard to protect you from fraud, thanks for banking with us. If you have any concerns please speak to one of our team via webchat, or by calling:
Telephone banking
Personal - 03457 242424 (overseas +44 131 5498888)
Open 7 days a week 8am-8pm (Automated service 24/7).
Business Customers in Scotland - 0345 6002230 (overseas +44 131 5498888)
Relay UK: 18001 0345 600 2230
Business Customers in England and Wales- 0345 3070900 (overseas +44 131 2420017)
Relay UK: 18001 0345 3070900
Open 24 hours a day.
Calls may be recorded.
Call charge information.
Please have your Customer Number and security number ready as this will enable your call to be answered faster and more securely. These are the same details you use to log in to Digital Banking.
If you are a Business / Commercial Banking customer and have any concerns please get in touch by calling:
Business customers
0345 6002230 (overseas +44 131 5498888)
Relay UK: 18001 0345 6002230
Open 24 hours a day
Calls may be recorded
If you are a Credit Card customer and have any concerns please get in touch by calling:
Card services
You can contact our credit card team on:
0370 907 0010 (overseas +44 1268 508 023)
Relay UK: 18001 0370 907 0010
Accessibility information (opens in a new window).
Open 24 hours a day.
Calls may be recorded.
Call charge information.
