Contact the person you've paid

If you can, the quickest and easiest way to get your money back may be contacting the person you’ve sent the money to.

If you still need help

If you’re not able to get the money back from the person you accidentally paid, we can support you with our credit payment recovery process.

Please note, we cannot guarantee you’ll get your money back and are not liable if you paid the wrong account.

Our credit payment recovery process

Once you’ve contacted us and explained what has happened, we’ll follow our credit payment recovery process.

Within 2 working days, we’ll contact the building society or bank of the person you paid. They’ll then have 18 working days to respond to our request.

During this time, they’ll contact the person you paid.

If the person you paid does not dispute the request, their provider should return the money to you within 20 working days from the date you first got in touch with us.

If they do dispute the request, they’ll need to explain to their provider the reasons for disputing it and you’ll be told about the outcome within 20 working days. If you’re not satisfied with this outcome, we can then talk you through what other options may be available.

How to contact us

Over the phone

So we can solve your issue quickly and easily, make sure you have your account and payment details to hand before you call us.

Weekdays and bank holidays, 8am to 6pm.
Closed Sundays.

In branch

If you would like to speak to one of our team in person, come and see us in branch.