We can’t cancel a payment once it has left your account, but we can try and help you get it back.

If you can, contact the person you’ve sent the money to and ask them to return it

This can be the quickest and easiest way to get your money back.

If you’re not able to contact them, or they don’t respond to your request, get in touch with us.


Contact us as soon as possible if you need help

Once you’ve told us about the payment, we’ll follow the credit payment recovery process, which means:

  • Within two working days we’ll contact the bank or building society of the person you sent the money to.
  • They then have 18 days to respond to our request to return it.

If there’s no dispute, your money could be returned to you within 20 working days from the date you first got in touch with us, however this is not guaranteed. If we can’t get your money back this way, we’ll talk through the other options available to you. For example, we can request the name and address of the person who received the money from their bank.

Call us

We're available:

Monday to Saturday, 8am to 6pm.

Branch

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