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.
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.
You’ve been charged for a subscription fee with a business or retailer, but you cancelled this with them directly and in advance.
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.
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.
Try the following:
We’ll work hard to resolve your issue as quickly as possible but we need a few things from you first:
Want to speak to us directly? There are a few ways you can get in touch:
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.
Our telephone banking lines are open 7am - 11pm, seven days a week.