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 2 working days, we’ll contact the building society or bank 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, but 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 building society or bank.

Over the phone

Monday to Saturday and bank holidays, 8am to 8pm.

Sundays, 9am to 5pm.

In branch

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

Try contacting the person you’ve sent the money to

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