How can we help you?

• If you need to recall a direct debit, you can view our 'can I recall a direct debit' page
• If you haven't authorised or agreed a direct debit which has left your account please see 'what is a direct debit indemnity?'
• If you need to cancel a forthcoming direct debit you can see 'how do I cancel a direct debit?'

• If a standing order has left your account in error you can contact our Telephone Banking team (opens in a new window) to correct this for you
• If you simply need to cancel a forthcoming standing order you can see 'how do I cancel a standing order?'

If you don't recognise a payment to a retailer, you can take a look at our Merchant List (opens in a new window) in case they have a different name.

If you still don't recognise the transaction, you can either:

• Raise it as suspected fraud (opens in a new window)
• Dispute the transaction (opens in a new window)

If you need to amend a transfer you can find guidance on 'will the cancellation of an online transfer take effect immediately?'

If you have set up a payment but the recipient has not received it or you think it may have gone to the wrong account, you can:

1. Identify where the payment has gone to.
2. If you know the recipient, you can contact them and arrange to have the funds returned.
3. If you do not know the recipient, you will need to contact our Telephone Banking team (opens in a new window) who will help you to recover the funds.

If you wish to dispute a withdrawal made at an ATM cash machine, please contact our Telephone Banking team (opens in a new window).

To stop a cheque, please see 'how do I cancel a cheque?'

The limit for contactless payments is £30 per transaction. They can take up to 4 days to debit from your account and affect your available balance.

Some may take even longer, and you can view our 'why don't contactless payments show in my balance immediately?' page for more information.

For information to help you avoid going into an unauthorised overdraft, you can see our contactless support page (opens in a new window).

A CHAPS (Clearing House Automated Payment System) payment is a way of moving your money between UK sterling accounts, with funds arriving cleared on the same working day. They are typically used for very large transactions when the amount is over £20,000 for Personal and £50,000 for Business and Premier customers.

CHAPS payments are preferred for high value transactions. Once your money arrives in the beneficiary account it cannot be returned unpaid like a cheque, or recalled like a BACS payment. The funds are therefore cleared and can be used immediately.

If you wish to make a CHAPS payment that is less than £50,000.00 , you can make a faster payment online which is free 24-7. You can view 'how can I make a CHAPS payment?' for more information.

If you have online banking and a card-reader, you can follow 'how do I make an international payment using online banking?' The limit is £20,000 per day.

You can also make payments via Bankline if you are a registered user. There are 3 types of fee options available for international payments, however some fee options are not available on certain payments to certain countries:

1. You only pay our fee. The foreign bank may also charge the payee a handling fee.
2. You pay all fees. You'll pay our fee, and pay an amount* to cover any foreign bank handling fees.
3. The payee pays all fees. Our fee will be deducted from the amount the payee will receive. The foreign bank may also charge the payee a handling fee.

* Foreign bank handling fees vary, depending on which foreign bank the money is being sent to.

Please note that ‘you pay all fees' does not prevent overseas banks from deducting fees from the amount the payee receives.

For fees on receiving an electronic international transfer see our international payments page. (opens in a new window)

The details below outline what you will be charged for sending international payments. The charge is the same for across branch, telephony (Private only), online and mobile banking.

If the payment is being sent in a currency which is classed as an exotic currency then the payment will take 3 days.

Standard Foreign Transfer

• Euros to Europe (via SEPA) - this costs £10 and payments are received the next working day. The cut-off time is 4pm each working day. You must give the IBAN code and be sent shared charges. The BIC code is not required for SEPA payments
• Non-euros to Europe - this costs £22 and payments received within 2-4 working days. The cut-off time is 4pm each working day, except mobile banking payments which is 3pm
• Rest of the world (any currency) - this costs £22 and payments are received within 2-4 working days. The cut-off time is 4pm each working day

Urgent Foreign Transfer

• Euros to Europe - this costs £30 and payments are received on the day the payment is made. The cut-off time is 1.30pm each working day you must be sent shared charges
• Non-euros to Europe - this costs £30 and payments are received within 1-2 working days. The cut-off time is 4pm each working day
• Rest of the World (any currency) - this costs £30 and payments are received within 1-2 working days. The cut-off time is 4pm each working day

For more help you can contact our general enquiries NatWest Businessline on 03457 114477.