What to do if you don't recognise a transaction

If you spot a transaction you don't recognise, don't worry, we're here to help you.

Here are some useful steps

  • Check the date, time and location of the transaction to see if any of the details are familiar to you. Check your transactions
  • Check with others such as joint account holders. Retailers such as Amazon allow you to set up household accounts so check with other members of your family.
  • Check for regular payments such as Direct Debit or standing order. This is often how you'll pay things like your energy or phone bill. Check payments.
  • Is it a subscription? Some streaming services or gyms can take a payment once a free trial ends. Contact the supplier first to discuss the transaction. Check subscriptions.
  • Some retailers may operate under a name you may not recognise. For example, Capita are a payment service used for collecting the TV licence. Check the business name. 
  • Check any payment codes. Some transactions appear as codes in your statement. See a list of common payment codes.

Still don't recognise a transaction?

The quickest way to get in touch is using our Mobile Banking app.

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Get answers to your everyday banking questions.

Simply sign in to our app or Online Banking and get chatting today.

How to message us

Call us

Call us only if you think there has been a fraudulent transaction.

Report Online Banking fraud

Report credit or debit card fraud

If you have the app, you can skip the security questions by calling us directly from the app. Sign in to our app, search Call us and follow the steps on screen.

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  • Chat to our Virtual Assistant.

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App notifications

You can set up Mobile Banking app notifications to help you monitor your account.

For example, we can tell you when a purchase has been made on your debit card.

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Freeze your card

This handy feature in our Mobile Banking app lets you quickly freeze and unfreeze different types of transaction on your debit or credit cards.

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Help with other payments

Learn how to search for your transactions with this handy guide.

Find out how to dispute a transaction.

See the various methods of payments on our payments and transfers page.

 

More help with statements

Download statements, see pending transactions or view where a payment was made. 

See our guides

More help with statements

Download statements, see pending transactions or view where a payment was made. 

See our guides