I recognise a transaction but want to question it.

If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, start by contacting the business or retailer. If you’ve already made contact with them, please read on. If you have a transaction you don’t recognise, please read our I don’t recognise a transaction page.

Understand your rights

Transaction issues are often resolved faster by contacting the business or retailer directly. They will be able to look at your case in more detail and it may save you some time. It’s important to understand your rights because they usually determine how we can help you.

When we can’t help, or at least not right away:

  • When you haven’t spoken to the business or retailer directly – always get in touch with them first.
  • When a pending transaction hasn’t been deducted from your balance.
  • When you’ve made a payment using a money transfer service, like PayPal or Western Union - you need to resolve this with the retailer directly. 
  • When you’re awaiting delivery of an item and the delivery date hasn’t passed yet.
  • When you’ve been given no delivery date we can’t help until either 30 days (Mastercard) or 15 days (Visa) have passed since you ordered. This is to allow the retailer time to deliver your goods.
  • When you’ve bought a product or service and then changed your mind.

When we may be able to help:

  • When you’ve been in touch with the business or retailer.
  • When you haven’t received an item you’ve paid for.
  • When you received an item or service that isn’t as described or has developed a fault.
  • When you’ve been charged incorrectly or twice for the same product or service.
  • When you’ve been charged for a subscription fee you weren’t expecting, or after a free trial period has ended and you cancelled in advance.

Give me some examples

Can we help?

You’ve been charged for a subscription fee with a business or retailer, but you cancelled this with them directly and in advance.

Can we help?

You’ve cancelled a regular Direct Debit payment, but you see a pending transaction with that business or retailer on your account. It hasn’t been taken from your balance yet.

Can we help?

You bought two chairs for your house online, but when they were delivered only one chair had been sent. You’ve contacted the business or retailer and they can’t help.

What you can do to help

Try the following:

  • Search online for an address or contact number, then contact the business or retailer and ask them to help resolve your query.
  • Use our list of common businesses and retailers, it may help you find the name you’re looking for.
  • Read the I don’t recognise a transaction page to learn more about unrecognised transactions and how you can identify them.

Before you contact us

We’ll work hard to resolve your issue as quickly as possible but we need a few things from you first:

  • The name of the business or retailer.
  • Your account details, the payment name that appears on your statement and the date of the payment.
  • Sometimes we’ll ask to see a written summary, an invoice and/or proof of what was received. Please have these documents ready when you call us. This is just another way for us to collect as much information as possible.

Contact us

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

Frequently asked questions