How can we help you?

For Sweeping queries, in case you want to raise a dispute and ask for a refund for the following reasons:

• you have been charged the wrong amount
• you have been double charged
• you have been charged at the wrong time
• you have been charged even in case your VRP permission has expired
• you have been charged even if your mandate was stopped
• you have been charged outside the parameters you set for a VRP mandate

Please follow the following steps:

You may have agreed for that payment to be made, please check the permissions store for the agreement details, as below:

Online Banking permission store:

You can manage the access you’ve granted to third party providers through online banking by following these simple steps.

• Select Security from left hand menu
• Click 'Manage Your Access' within the Open Banking: Managing Access section
• The permission store will open in a new browser window

Mobile app permission store:

• Select the icon in the top right hand corner (shaped like a person)
• Select 'Settings' then 'Third Party Permissions'
• Click on ‘Manage your access'’, the permission store will open in a new web page

1. In addition, please speak to the Third Party Provider
2. As a last step, contact the bank via webchat

For VRP (variable recurring payment), in case you want to raise a dispute and ask for a refund for the following reasons:

• you have been charged the wrong amount
• you have been double charged
• you have been charged at the wrong time
• you have been charged even in case your VRP permission has expired
• you have been charged even if your mandate was stopped
• you have been charged outside the parameters you set for a VRP mandate

Please follow the following steps:

1. You may have agreed for that payment to be made, so please check the permissions store for the agreement details, as below:

Online Banking permission store:

You can manage the access you’ve granted to third party providers through online banking by following these simple steps.

• Select Security from left hand menu
• Click 'Manage Your Access' within the Open Banking: Managing Access section
• The permission store will open in a new browser window

Mobile app permission store:

• Select the icon in the top right hand corner (shaped like a person)
• Select 'Settings' then 'Third Party Permissions'
• Click on 'Manage your access', the permission store will open in a new web page

1. As a next step, you can speak to the merchant or retailer involved, asking for a refund
2. contact the bank via webchat
3. As a last step, please raise a dispute request by emailing FM-014151@rbos.co.uk with the subject "VRP Dispute Case", and please share the following information:
   1. Name
   2. Date of birth (DD/MM/YY)
   3. Account number
   4. Sort code
   5. Date of transaction (DD/MM/YY)
   6. Transaction reference
   7. Price of transaction
   8. Reason for dispute