How can we help you?

• If you need to recall a Direct Debit you can find further information on our Direct Debit FAQ
• If you haven’t authorised or agreed a Direct Debit which has left your account you can find further information on our Direct Debit Indemnity Guarantee Page
• If you simply need to cancel a forthcoming Direct Debit you can get further information on how to do this on our Direct Debit FAQ

• 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 get further information on how to do this on our Standing Order FAQ

• If you don’t recognise a payment to a retailer, please review our Merchant List (opens in a new window).
• If you still don’t recognise the transaction, you can either:
  1. Raise as suspected Fraud – further guidance can be found on our Fraud Page (opens in a new window)
  2. Dispute the Transaction through our Card Payment Support Page (opens in a new window)

• Transfers – if you need to amend a Transfer you can find guidance on how to do so Online through our Online Payments FAQ
• 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 would firstly need to identify where the payment has gone to.
• If you know the recipient you can contact them and arrange to have the funds returned.
• 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 follow our Payments Recall route 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)

Cheques – you can find guidance on how to cancel or stop a cheque through our Cheque FAQ

• The limit for contactless payments is £100 per transaction although some individual retailers may have their own limits
• Contactless Payments can take up to 4 days to debit from your account and effect your available balance, some may take even longer.
• Some Contactless Payments don’t show on your balance immediately, for further information on how this works view our supporting Contactless FAQ
• View our Contactless Support Page (opens in a new window) for further information and guidance that may help you to avoid going into an Unauthorised Overdraft when using Contactless Payments.