This guide helps with
- Recognise the signs that an account may involve identity theft
- Report the matter and ask us to place the account on hold
- Understand what evidence may help, such as a report reference
- Take steps to protect your other accounts and credit
- Know where to get free, confidential help
6 min
What's happening
You believe someone may have used your identity — your name, date of birth or documents — to open this account without your knowledge. This is a serious matter and should be treated carefully. We would rather pause and investigate than pursue you for something you did not do.
This is general information, not legal advice. Identity matters can be complex, so please also seek free, independent advice.
What to do
Tell us, in writing, that you believe the account is the result of identity theft and ask us to place it on hold while it is investigated. Report the matter through the appropriate channels so there is an independent record — this may include reporting to police or a national identity support service — and keep any reference number you are given.
Step by step
- Note the reference number and the account details you have been given.
- Write to us stating you believe the account involves identity theft, and ask for it to be put on hold.
- Report the matter so there is an independent record, and keep any reference number.
- Check your other accounts and statements for anything else unexpected.
- Consider asking the credit reporting bodies about protections such as a ban or alert.
- Keep dated copies of everything and follow up in writing.
What evidence helps
A report reference from police or an identity support service is often the most useful evidence, along with anything showing the account could not be yours. You may also be asked to confirm your own identity so genuine accounts are not affected. Our Help Centre has more on what to provide.
Who to contact
Raise it with us through the contact page. For free, confidential support, call the National Debt Helpline on 1800 007 007; a national identity and cyber support service can also help you respond to identity theft. If the matter cannot be resolved with us, an external scheme such as AFCA may be able to consider it.
Good to know
- Treat suspected identity theft seriously and ask for the account to be put on hold
- Report it so there is an independent record, and keep any reference number
- Check your other accounts and consider credit protections such as a ban or alert
- Free, confidential help is available, including specialist identity support
FAQ
What should I do first?
Tell us in writing that you believe it is identity theft and ask for the account to be put on hold, then report it so there is an independent record and keep the reference number.
Will I have to pay for something I didn't do?
Raising a genuine identity theft concern means the account should be investigated rather than pursued. Ask for it to be held while this happens and seek free advice.
How can I protect my other accounts?
Check your statements for anything unexpected and consider asking the credit reporting bodies about protections such as a credit ban or alert. A specialist identity support service can guide you.
Still stuck? Our team is happy to help you sort it out.