At Tandem, your security is our top priority. We have a number of systems in place to monitor and prevent fraudulent activity on your account, but fraud may still impact you as a customer. Here are some frequently asked questions relating to fraud, which can help you stay alert, and safeguard your information from potential fraud attempts. 

How can I report fraudulent activity on my credit card?

Please contact us immediately if you believe your account has been affected by fraud. 

Our telephone number is 0203 370 0970, and we are available 7 days a week, 24 hours a day.

A great way to remain alert is to enable push notifications through the Tandem app. This will help you to monitor your transactions and identify any suspicious or unauthorised activity as soon as it happens. For more information, please visit our website or contact customer service at the number above.

What do I do if I’ve lost my card?

If you are having trouble finding your Tandem card and you believe that you may have lost it, or that it has been stolen, you can use your Tandem app to freeze your card immediately – Just logon to the app, select the card you want to freeze, and scroll down to the ‘Freeze your Card’ option – with this active, no new transactions will be authorised on your card and you can unfreeze if your card turns up. 

If you know that your card has been lost permanently or stolen, call us immediately so that we can block your lost card and send you a replacement.

Our telephone number is 0203 370 0970, and we are available 7 days a week, 24 hours a day.

I received a suspicious phone call, email or text. How can I report this?

This type of activity is known as Social Engineering. Criminals will contact their victim’s by phone, text or email and pretend to be a legitimate representative from the victim’s bank, utility company or even the police in certain cases. 

Phone Call

This is known as Vishing. Criminals will call their victims and make claims to be from a legitimate source, such as a bank or other government organisation.

The caller may already have some of the victim’s personal information (Name, Address, Account Number, etc.) and will attempt to convince the victim that the call is genuine.

The caller will usually try to persuade the victim to send money or provide personal information in order to gain access to a victim’s bank account.

If you received a phone call claiming to be from Tandem, and you are suspicious that it may not be legitimate, please call us directly at the number on the back of your credit card so that we can review the information.

Email 

This is known as Phishing and is typically done in the form of an unsolicited email. The email may appear to be from a legitimate source, such as a bank or a public service (E.g. HMRC or the Police).

The email can typically contain poor grammar or spelling mistakes, and will ask for sensitive or personal information, such as a PIN, Password, or other login information.The emails may contain links which redirect the victim to a legitimate looking website, where they may be asked to provide personal details in a similar way as above. 

If you have received an email claiming to be from ‘Tandem’ that appears suspicious, do not click on any links or attachments inside. Instead, contact us directly on the telephone number provided on their official website. 

If you received a suspicious email purporting to be from Tandem, please forward this to us at hello@tandem.co.uk

SMS / Text Message

This is known as Smishing. Like Phishing, the text message may appear to come from a legitimate source, such as a bank or public service.

Tandem will never ask you to provide your full PIN, Password, or login details over text, and you should never share these sensitive details with anyone - we may send Push Notifications or updates via SMS or Text, we will never ask you to provide personal details. 

If you’ve received a text message claiming to be from Tandem and you believe that it may not be legitimate, please call us directly at the number on the back of your credit card so that we can review the information.

Our telephone number is 0203 370 0970, and we are available 7 days a week, 24 hours a day.

Tandem may sometimes reach out to you requesting that you provide us with proof of your identity, we will only ever ask you to send these documents to the following addresses: hello@tandem.co.uk , verification@tandem.co.uk or request that you submit your documents via in-app chat.

I think I have been the victim of a scam. What should I do?

Criminals are always developing new methods to scam unsuspecting victims. Knowing what red flags to look for can help you stay safe and avoid being scammed – for information on the latest methods that scammers are using visit the Action Fraud website and for advice on how to protect yourself from scams visit Take-5 to Stop Fraud.

If you believe you have been the victim of a scam, please contact Tandem immediately. Our telephone number is 0203 370 0970, and we are available 7 days a week, 24 hours a day.

Some common scams to be aware of are:

APP (Authorised Push Payment) Scams

This type of scam occurs when criminals trick their victim into sending a payment to a bank account the victim believes to be legitimate, but the bank account is controlled by the criminal.

Never send money to anyone unless you are absolutely sure that they are a legitimate entity – if you are unsure, take a moment to think about what you’re being requested to do. If the request is claiming to be from your bank, then call your bank using the number on their website or on your bank card and enquire if the request is legitimate – never feel pressured into making a decision on the spot. If you receive a request like this claiming to be from Tandem, contact us directly so we can investigate the matter further. 

Courier Scams

With this type of scam, the criminal will claim to be from your bank and advise you there is an issue or fraud concerns with your card. The criminal will arrange for a courier to come and collect your card. The criminal may also ask you to provide your PIN or other details.

Tandem will never send a courier to collect your card. If you receive a call like this, contact us directly so we can investigate the matter further, and visit the Action Fraud website for more information, here. 

Romance Scams

This type of scam occurs when a victim is targeted online by a criminal pretending to be romantically interested in them. They will quickly form a relationship with the victim in order to gain their trust, and will then ask the victim for money, usually claiming they are purchasing a plane ticket to visit the victim, or that a relative has fallen ill and needs medical help, but has no insurance.

Never send money to someone you’ve only met online. For more information or to report a Romance Scam, visit the Action Fraud website, here.

Money Mules

For this type of scam, a criminal will contact a victim, usually one who appears to have financial difficulties and ask them to use their bank account in order to transfer money. The criminal will usually offer payment in exchange for the victim’s participation. 

This type of activity is illegal and can lead to serious repercussions for the victim if caught. The victim’s bank account may be closed, they may experience issues applying for credit or bank accounts in the future, and in more serious cases, it can even lead to the victim going to prison.

If you have been approached by someone asking to use your bank account to transfer funds in exchange for payment, please report this activity to the police or contact Action Fraud.

For more information on Money Mules, please visit Action Fraud’s website here.

What is CIFAS Protective Registration, and how is my data used?

CIFAS offers customers the option to enroll in Protective Registration. This is to protect customers who have been a victim of, or are at risk of identity theft.

In order to help protect you, CIFAS will place a Protective Registration flag against your name in their secure National Fraud Database which will also reflect on your credit file. This will alert companies and organisations who are signed up as members of the database that you’re at risk, to ensure extra steps are taken to protect you, and prevent fraudsters from using your details to apply for products and services. Having a CIFAS Protective registration on your credit file will not negatively affect your ability to obtain credit or negatively impact your credit rating.

Did this answer your question?