There are a number of reasons why a transaction might seem unfamiliar. If there’s a transaction on your account you don’t recognise, here’s what to do.
Some businesses and retailers may appear on your statement under a different name to the one you know them as. See this list for examples of common trading names.
If you can’t find the name you’re looking for, select the transaction on your statement page in Online Banking or in our Mobile Banking app. Then check to see if you recognise the location where it was made.
You should also check that no one else with access to your account has made the payment.
If you still don’t recognise the transaction you’ll need to call us on:
Credit Cards: 0345 944 4555 (+44 1733 573 189 from outside the UK).
Current Accounts: 0345 720 3040 (+44 113 242 1984 from outside the UK).
Lines are open 7am - 11pm, seven days a week.
If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service.
If you’re Deaf and a BSL user, you can use the SignVideo service.
If you recognise the business or retailer but not the transaction amount, contact them - they may have made an error.
If you’ve already contacted them and need more help, read our I recognise a transaction but want to question it page.
Direct Debits let a company take a payment from your account on a regular basis. This is often how you’ll pay things like your energy bill. You’ll set these up with the business or retailer directly. You can cancel some Direct Debits yourself using Online Banking or our Mobile Banking app. We can also cancel them for you.
Sometimes a business or retailer may charge a subscription fee that you weren’t expecting, like when a free trial has ended. Always cancel subscriptions with the business and retailer you took it out with first. We can then look at any future subscription payments and stop them for you.
To cancel a subscription or regular payment contact the business or retailer directly. But be aware of any terms and conditions you may’ve agreed to, like giving a notice period before you can cancel.
If you think someone has accessed your account without your consent, contact us directly. Lines are open 7am - 11pm, seven days a week:
Credit Cards: 0345 944 4555 (+44 1733 573 189 from outside the UK).
Current Accounts: 0345 720 3040 (+44 113 242 1984 from outside the UK).
If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.
If you think this could be a family member, friend, joint account holder or anyone else who might have access to your account, ask them if they know anything about the transaction.
Some businesses and retailers may appear on your statement under a different name to the one you know them as. This table features five common business and retailer names and an option to view a fuller list.
|
Business or retailer name |
About |
Contact Details |
|---|---|---|
Business or retailer nameCapital |
AboutA payment service used by a number of public and private sector organisations, including for TV licenses. |
Contact Details |
Business or retailer nameGoldex In |
AboutA holding company that owns the Costa Coffee franchise. |
Contact Details |
Business or retailer nameExpedia |
AboutAn online travel booking company that owns travel brands including Egencia, HomeAway, Hotwire, Travelocity, Trivago and Orbitz. |
Contact Details |
Business or retailer nameHutchinson 3G UK |
AboutA mobile phone network trading as Three Mobile. |
Contact Details |
Business or retailer nameTFL |
AboutA local government body operating as Transport for London. |
Contact Details |
View more business and retailer names
Some transactions appear as codes in your statement. This is just another, shorter way of describing the payment type. Here are five common codes:
BP: Bill Payment
When you make a payment to a business or person. Find out more about Bill Payments.
CPT: Cashpoint Transaction
When you use a physical card to withdraw money at a cash machine.
DEB: Debit Card
A debit card is a plastic card that allows you to pay for purchases and withdraw money from your account instantly at a cash machine.
DD: Direct Debit
When you let a business or retailer take a payment from your account on a regular basis. This is often how you’ll pay things like your energy bill. All Direct Debit payments are protected by the Direct Debit Guarantee scheme. Learn how to identify and manage your Direct Debits.
FPO: Faster Payment Outbound
When you make a payment online and it reaches the recipient’s account within 2 hours. Sometimes Faster Payments can take a little longer. Find out more about Faster Payments.
PAY: Payment
When you make a payment to a business or person. Find out more about Bill Payments.
For more support on transactions you don’t recognise, we’ve brought together a list of helpful guides and tools. Open the pages that feel most relevant to the issue you’re facing.
I recognise a transaction, but want to question it
Fees and charges on your account
Want to speak to us directly? There are a few ways you can get in touch:
Message us
When you’re signed in to our Mobile Banking app, you can use our Online Banking instant chat service - it’s the best way to get answers quickly.
Call us
Our telephone banking lines are open 7am - 11pm, seven days a week.
Credit Cards: call us on 0345 944 4555 or +44 1733 573 189 if you’re calling from outside the UK.
Current Accounts: call us on 0345 720 3040 or +44 113 242 1984 if you're calling from outside the UK