PanicStation.org
UK USA
uk Money & financial emergencies

What to do if…
your bank contact details or mailing address are changed without your consent

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

Short answer

Contact your bank immediately using its official app, website, the number on the back of your card, or a number from a trusted statement. Say that you did not authorise the changes and ask the bank to secure the account, restore your correct details, and check for other unauthorised activity.

Do not do these things

  • Do not use a phone number or link in the unexpected alert.
  • Do not approve a login, payment, new device, or security request you do not recognise.
  • Do not share your PIN, password, card-reader code, or one-time security code.
  • Do not transfer money to a so-called safe account.
  • Do not assume that correcting the address or phone number has removed every risk.
  • Do not delete relevant alerts, emails, letters, or screenshots before saving a record.
  • Do not stay on a suspicious call while contacting your bank through another route.

What to do now

  1. Contact the bank through a trusted route. State clearly that your contact details or mailing address were changed without your permission and that you are concerned someone may have accessed the account.

  2. Ask the bank to secure the account and review how the change was made. Depending on what it finds, the bank may block access, remove unfamiliar devices, replace a card, reset security details, or apply extra checks.

  3. Ask the bank to restore and verify every detail connected to the account, including your postal address, email address, mobile number, landline number, communication preferences, and registered devices.

  4. Check recent transactions, card payments, cash withdrawals, transfers, standing orders, Direct Debits, payees, new products, and security changes. Report anything you do not recognise immediately.

  5. From a device you believe is safe, change your online banking password if the bank advises you to do so. Change the password for the linked email account as well, especially if the same or a similar password was used.

  6. Check the linked email account for unfamiliar recovery details, forwarding rules, login sessions, or deleted security messages. Use the provider’s official recovery process to remove anything you do not recognise.

  7. Contact your mobile provider through an official route if your phone unexpectedly lost service, your number stopped receiving bank messages, or account details at the provider were also changed.

  8. Record when you discovered the change, what was altered, whom you spoke to, any case reference, and what the bank agreed to do. Keep copies of relevant messages and screenshots.

  9. If fraud or identity misuse is confirmed or suspected, report it to Report Fraud if you are in England, Wales, or Northern Ireland. In Scotland, contact Police Scotland on 101. Call 999 only when there is an immediate danger or a crime is happening now.

What can wait

You do not need to work out who made the change, close every financial account, calculate every possible loss, or decide whether to make a formal complaint before the bank has secured the account. Deal first with access, contact details, transactions, and any linked email or mobile account.

Important reassurance

An unexplained change does not necessarily mean money has been taken, but it is a serious security warning. Acting promptly can help the bank restrict access, correct its records, and identify any connected activity.

Scope note

This guide covers immediate first steps only. Complaints, reimbursement, credit-file checks, protective registration, and other identity-protection measures can be considered after the account is secure and more is known.

Important note

This is general information, not financial or legal advice. Follow instructions from your bank, police, or another relevant professional based on your circumstances.

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.

Support us