FAQs > What to do if your identity is Stolen

what to do - identity fraud
What to do if your identity is Stolen

Identity theft is when someone uses your personal details for their own purposes, normally to get money by opening false bank or credit card accounts. Unfortunately this very personal and intrusive crime is on the increase and you should take precautions such as shredding all your personal information to prevent it. However if you have been a victim our guide should help.

Warning Signs

You stop receiving your bills and other mail. This can be a sign that someone is now having you mail sent elsewhere
You receive calls from debt collectors or companies about payment for goods or services you didn’t ask for.
You are denied credit for no reason, such as a store card.
You receive credit cards or loan applications that you did not apply for
Check your credit history with a credit check company. If you see accounts and records you don’t recognise this could be major warning sign.
If you find that your normal loan or credit requests are being turned down despite a good history.
If your passport or driving licence has recently been stolen or lost.
If you think you may have been a victim of online fraud, such as a phishing site (where you are duped into entering card details into a fraudulent site or a site pretending to be another.)

Take Action

Important Documents

Report any lost documents immediately most government offices and banks have a helpline you can ring

If you lose your driving licence call the DVLA on 0300 790 6801
If you lose your passport call the Identity and Passport Service on 0300 222 0000
If you lose your checkbook you should contact your bank immediately

Financial information

If you feel you are at risk ask your bank for advice.
Contact the Police if your cards have been used fraudulently
Stop using any cards you think may be unsafe or the PIN number known to others.
Request new cards, account numbers, passwords and PIN numbers from your bank.
Check your statements for strange entries.
Tell your bank to stop any access to your account via the internet.

Online

Change all of your passwords
If you are a member of online auction sites contact them and ask your account to be frozen.

When to call the Police

If you suffer from fraud that deals with bank or credit cards (plastic cards), cheques or online banking you need to go through your bank who will be able to investigate and report crimes to the police. Your bank will have a special department who only deals with helping people who are victims of fraud and can lease with the police on your behalf.

If the fraud does not involve plastic cards, online banking or cheques you should again contact the organisation involved and on the basis of their recommendation then contact the police.

No matter which form of fraud you suffer you should always:

Send letters to back up any phone conversations
Contact credit reference agencies and check your reports.
Contact Royal Mail if you suspect you are not getting your mail or you think it may be being redirected.

Checking your credit history

When a fraudster opens up new accounts in your name then the chances are it will appear on your credit report. These reports are used by banks to check your credit history and so are very detailed and show everything associated with you. You should look for any strange entries, accounts or addresses you don’t recognise. There are three main agencies in the UK they all have differing fee structures to get access to your reports but any of which should be able to offer you help and advise.

The UK’s main credit reference agencies:

Experian.
Callcredit.
Equifax.

How much could I lose?

Sadly there can be no compensation for the time and worry that identity fraud causes but if you act quickly you can limit the damage. Many banks offer additional protection for a fee and general good practice such as shredding documents can help.

According to the UK Banking Code, if someone used your card before you have time to inform the bank then the maximum you should have to pay is £50.

Normally however your bank will refund the full amount unless you have been negligent in some way.

If your card details are used to get money or goods but you still have the original card you are not liable for anything.

Banks

Banks are generally very good at sorting out problems once identity fraud has been identified and you should contact them immediately if you suspect anything. You should also try to be vigilant yourself and protect your data where possible.

Shredders that can help prevent identity fraud