What are unknown, unauthorised and disputed transactions?

Every now and again, you might notice a transaction or payment on your account that you're not entirely sure about - this is classed as an 'unknown transaction'. This can often be caused by a supplier having a trading name that is different to the actual shop or company name that you might be more familiar with.

An 'unauthorised transaction' is a payment which you did not consent to. If you've identified one of these on your account, scroll down to find out what to do next or alternatively you can contact us. If you're concerned that the transaction may be fraudulent, take a look at our Fraud Awareness article for more information.

A 'disputed transaction' is a payment on your account which you'd like to challenge (this could be for a variety of reasons). If you're still not sure, or you need help with a payment you've made or goods you've received, take a look at our list of frequently asked questions.

What do I need to know?

In most cases, you'll be able to identify an unknown transaction by searching for the trading name showing on your account or by checking old receipts or invoices. However, if you believe that the transaction is unauthorised, please contact us immediately, or alternatively you can raise a Visa dispute claim.

The 'Visa Chargeback Scheme' allows us to raise a Visa dispute on your behalf, and the outcome depends on the evidence that you and the company in question can provide. There's a set period of time after the transaction has been debited in which a Visa dispute can be raised, so it's important to get in touch about it as soon as possible. Once a dispute has been raised, it could also take more time to resolve owing to the rules of the scheme and the timescales given for companies to respond.

Visa disputes

What can I do next?

Depending on the type of transaction showing on your account, there are a number of things you can do next:

1. View the list of trading names

Take a look at the list of common trading names to see if you can find the name showing on your bank statement.

View the common trading names

2. Read our frequently asked questions

Read through our frequently asked questions to see if your query has already been answered.

Read our FAQs

3. Raise a Visa dispute

If you'd like to raise a dispute for an unknown or unauthorised transaction on your account, scroll down to find out what to do next.

How can I raise a Visa dispute?

If you'd like to raise a dispute on your debit or credit card, you can let us know using one of the options below:

Dispute a transaction on your debit card

If you're a registered Internet Banking customer, you can log in to use our 'Report unusual activity' form. Find it in the 'Manage' tab under 'Contact us', or you can call us on 0800 30 20 11.

Find out more

Check out our FAQs for more information, or get in touch.

Visit us in branch

If you need to speak to a member of staff, pop into any branch. Use our branch finder to find your nearest location.

Give us a call

If you can't find what you need on this page, call us on one of the numbers below and we'll be happy to help:

  • 03457 30 20 11 (all accounts except credit cards)
  • 03456 00 66 11 (credit cards only)