Card services

You can use your card as soon as you have activated it. You can do this using our cards app which is available on the App Store or Google Play. Alternatively, you can activate your card by calling our Card Services Team on +44 (0)20 7012 2900.

After activating your card, you will need to input your PIN for your first transaction to enable contactless transactions.

If your card has been lost or stolen, or if you suspect fraudulent activity, please call our Card Services Team straight away on +44 (0)20 7012 2900 (available 24 hours).

If you have misplaced your card and would like to temporarily freeze your card transactions, you can block your card through our cards app or by calling our Card Services Team on +44 (0)20 7012 2900 (available 24 hours). 

If your card has been lost or stolen, or if you have temporarily misplaced your card, we recommend that you block it so that payments cannot be made with your card. This is easily done in our cards app. You can download it here.

• Log in to the cards app
• Select the card you wish to block
• Under 'Card block', toggle on and your card will be blocked – you can unblock the card at any time by setting the toggle to off

Card block FAQs:

1. What payments will be blocked?
   All types of payments and cash withdrawals from an ATM will be blocked.
2. Can I block my card if I do not have the cards app?
   If you do not have the cards app, you can download it here or call our Card Services Team on +44 (0)20 7012 2900.
3. When should I block my card?
   Unfortunately, we are exposed more than ever to fraud and criminal activity. Therefore as a security measure we advise you keep your card blocked while it is not in use. 
4. Should I still report my card as stolen?
   Yes, you should contact us to report this, so we can permanently block your card if necessary and arrange for a replacement to be sent.
5. Will I still be able to withdraw cash from an ATM?
   If you have blocked your card, you will need to unblock it before you can use it at an ATM, any retailers, or for online shopping.
6. I have received a new card, will payments still be blocked?
   You must activate your new card before you can use it.
7. What happens if someone uses my card while it is blocked?
   Should your card be used by someone else when it is blocked, any unauthorised transactions that you notify us of will be refunded. If you card is lost or stolen, please make sure you report this to us immediately. 

If you would like to order a replacement card or PIN, please call our Card Services Team on +44 (0)20 7012 2900.

You can retrieve your PIN from the Arbuthnot Latham cards app.

If you suspect that someone else may know your PIN, please notify us immediately on our 24/7 number +44 (0)20 7012 2900. We will cancel your card and send you a replacement.

You can pay for items just by holding your card in front of the contactless card-reader or you can still use Chip and PIN if you prefer to.

Contactless payments can be made using your debit and charge card up to £100. The cumulative spending amount before a PIN in required is £300. This means that if a criminal steals your card, they can spend up to £300 without needing to enter a PIN.

Contactless transactions are covered by the same fraud protection as your Chip and PIN transactions, provided you do not reveal your card details to anyone. Information on Visa contactless cards, including security, can be found at Visa Contactless.

Take steps to ensure you keep your cards safe and always stay alert to your surroundings. If your card is lost or stolen, you or any other cardholder must notify us immediately on +44 (0)20 7012 2900 (available 24 hours).

You can change your PIN at high street bank ATMs that display the VISA logo. 

You can use your debit or charge card to make up to four cash withdrawals within any 24-hour period from ATMs with the VISA logo. We will not charge you to make ATM cash withdrawals that are in the same currency as your card. Please note that local ATM owners may choose to levy a charge.

There is a limit on the amount of cash you may withdraw in any 24-hour period, subject to cleared funds being available in your account. The limits vary depending on the currency of your card: £500, €600, or $700.

For cash withdrawals made in a currency different to the currency of your card, a service charge applies. For more information on fees and charges, please see our Products & Terms.

As more of us are shopping online, it is important to help protect you and/or your business from fraud.

Strong Customer Authentication (SCA)

SCA for online card payments is an extra security check that is applied each time you access your Online Banking Services, initiate an online payment, or carry out other actions, such as creating or amending a trusted beneficiary in online banking. SCA helps protect you against online fraud.

To read more about SCA and how to authenticate online card payments, please click here.

You should take care when authorising recurring card transactions (otherwise known as Continuous Payment Authorities).

A ‘recurring card transaction’ is where a supplier authorised by you will use your card details to debit regular payments from your account. Unlike direct debits, these payments are not covered by the direct debit guarantee, and we recommend that you do not authorise recurring payments in this way.

Continuous Payment Authorities will become unauthorised transactions only if they continue to be taken after the point that the customer requests cancellation with the supplier.

When using your card abroad, our fraud-detection systems are constantly verifying transactions. To help combat fraudulent use of your card we advise you to:

• Tell us if you are going abroad. Telephone us on +44 (0)20 7012 2500, which is a 24-hour service, and make sure we have your up-to-date contact details.
• Keep a copy of your purchase receipts and check your statement carefully when you get back.
• Take another card or alternative payment method with you so that you are not reliant on one card.

Any transactions carried out in a currency different to the currency of your Visa Debit card (including cash withdrawals) will be converted to the currency of your Debit Card using Visa’s wholesale reference rates. These are applied on the day the conversion is made. The transactions are subject to our foreign exchange commission. We will deduct the total payment from your account once we receive details of the payment from Visa. You can find out what these payments will cost by using our Currency Calculator.

If you are planning a trip overseas, it is advisable to let your banking team know so that transactions can be better assessed for fraudulent activity.

For more information on fees and charges, please see our Products & Terms.

Charge cards are not covered by Section 75 of the Consumer Credit Act 1974. This means that purchases may not be covered if something goes wrong. If you use your charge card to buy goods or services that are not delivered or as you expected, you will not be able to claim back the lost amount from us. However, the amount may be recoverable through the VISA chargeback scheme. Your banker will be able to help you understand whether your claim may be eligible.

Please call our Card Services Team on +44 (0)20 7012 2900 who will be able to help you or email them at carddisputeservices@arbuthnot.co.uk.