Freezeline
First aid for phone theft and fraud.
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Phone stolen? What to do if you bank with First Direct

Don’t go home first — borrow any phone and act now. The first 30 minutes decide most of the damage. Here is the First Direct part, then the rest.

1. Freeze your First Direct cards and app — now

📞 Call First Direct: 03 456 100 100

From abroad: +44 113 234 5678

Say thisMy phone was stolen at [say when]. I need an immediate freeze on my cards and on app access. Please block any pending credit limit increase requests and flag my account against limit changes. Log this call as my formal fraud notification, and note the time.

Checked 2026-06-12 against the official website. Spotted a change? It will be corrected in the next quarterly sweep.

Phone-first bank — one 24/7 number for everything. Lost/stolen card direct line: 0800 085 2404.

No way to call that number? Dial 159 from any UK phone and you’ll be routed to First Direct’s fraud team.

The other calls that can’t wait

  1. Every other bank on that phone — including every card ever added to Apple Pay or Google Pay. Dial 159 to reach each bank’s fraud team.
  2. Your mobile network — block the SIM so the thief stops receiving your security codes.
  3. Your email — change the password, sign out all devices, then remove any forwarding rules or connected apps the thief planted.
  4. Police — 999 if it just happened, otherwise 101 or online. Get the crime reference number.

Your phone held more than one account

Banking apps, wallet cards, email, your number — they all need action, in the right order. The free Freezeline wizard asks five questions and builds your personalised plan: every number, what to say, and why in that order.

Get my emergency plan →

Free. No signup. Works on a borrowed phone.