Call: 0344 412 4444 (24 hours, 7 days a week)

If you're outside the UK, call: +44 203 478 5319

Calls to this number use free plan minutes if available, otherwise they cost the same as 01/02 prefix calls) or you can visit one of our UK branches. However, we recommend calling our customer service team as it is faster.  

Also, please not that calls may be recorded for training and monitoring purposes

If you’ve been a victim of fraud that has affected your account or card, first contact us immediately using one of the numbers above. Once you’ve done that, it’s also recommended that you report fraud to your local police station and get a crime reference number. You should also contact your local police station if your debit card or chequebook has been stolen.

1. Once you've reported fraud

We’ll give you a case reference number. This would normally start with “SR”. Make a note of this and keep it safe – it’s confirmation that we’ve logged your case.

2. We'll investigate and contact you

Within 7 days we will call you or email to give you an update. We normally do this via call or we could this by email in case we are not able to contact you. We will always contact you on your registered contact details. Hence, it is important that you keep your contact details updated with the Bank.

3. We might send you a transaction dispute form

for you to fill in details of what happened - as part of your case. When you get this, fill it in and send it back to us within 10 working days. If we don't receive your form in time within 10 days, we’ll close your claim – any temporary refund we’ve already given you will be taken back out of your account.

Quick Tip:

• Often the quickest way to solve the problem is to contact the supplier so make sure you know your rights first.
• Paying for things using your debit or credit card is quick and easy, but sometimes things don't go as smoothly as planned.
• When something goes wrong, it helps if you know your rights, which you can find here: Gov.co.uk Consumer rights guide

Chargebacks

A chargeback is a way for ICICI to try and recover your money in the event something goes wrong. First, you need to try to solve the problem by contacting the retailer. If you haven’t been able to do so, and have raised a dispute with us, this is what happens next.

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 45 days or longer in current conditions. We may ask you to give further comments and / or evidence to continue with your dispute. This could be:

• evidence of your attempts to cancel the transaction or return the goods
• evidence you have reached out to ATOL or ABTA where applicable
• a receipt or invoice
• the retailer's terms and conditions
• evidence of the retailer’s rejection of your dispute

Most disputes will be investigated within 3 months of the date it was first raised with the retailer.

Report a suspicious mail

• If you receive an e-mail claiming to be from ICICI Bank regarding updating sensitive account information like PIN, password, account number, let us know by forwarding the e-mail to reportphishing@icicibank.com
• Never provide sensitive account information like PIN, password, account number or personal details in response to an e-mail. If you have entered such information, report it to us immediately.
• If you notice any spoofed (duplicate/unofficial) ICICI Bank website, let us know by writing at reportphishing@icicibank.com

PSR APP Scam Reimbursement Requirement

Under the mandatory reimbursement requirement introduced by the Payment Systems Regulator (PSR) live from 7^th October 2024, if you have been the victim of an authorised push payment scam, you have the right to be reimbursed subject to eligibility criteria.*

*Please see details linked below regarding the scope of the policy.

PSR APP (Authorised Push Payment) Scam Reimbursement Scope