I think the payment is fraudulent
Fraud is when someone has taken money through a transaction that you didn’t make or authorise. In most instances, people don’t know they’ve been a victim of fraud until they see that money has been taken. Or they’re alerted by their bank or building society.
If you believe you’re a victim of fraud, report the fraudulent payment to us.
I don't recognise the payment
Before you contact us, we recommend you do these quick checks.
Check the organisation nameCheck common trading names
Organisations trade under different names. They may not appear on your list of payments by the name you know them as.
Check with your other account holderMore about joint accounts
If you have a joint account, it could be a payment made by the other account holder. Check they don’t recognise the payment.
Check it's not an old purchaseHow to view statements online
Most payments appear within 7 days of making a purchase, but this can take up to 120 days. Did you buy something for that amount a few months ago? Check your previous statements to see if the payment went out earlier.
Check it's not a renewed subscriptionGet help with regular payments
It’s easy to forget to cancel a free trial or an old subscription for something you don’t use. If you’ve accidentally renewed a subscription, contact the company. You may be able to get a refund.
Contact us about an unrecognised payment
If you've tried these steps and you still don’t recognise the payment, you can get in touch with us for help.
I recognise the payment, but it's wrong
I've paid the wrong account
If you've sent a payment to the wrong account, we can try to help get it back.
A recurring card payment has been taken after I cancelled it
This means the payment wasn’t authorised by you, so you’re due a refund.
Note the date you cancelled the recurring card payment and the payments the company has taken since. Then, contact us about cancelling a recurring card payment.
I want to dispute the payment
If you recognise the payment but would like to dispute it, we may be able to help.