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What do I do if something has gone wrong with a payment that has left my account?

If you have had a problem with a payment which has left your account, please see the below explanations:

  1. Direct debit
    • 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
  2. Standing order
    • If a Standing Order has left your account in error you can contact our Telephone Banking Team 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
  3. Debit card payment
    • If you don’t recognise a payment to a retailer, please review our Merchant List.
    • 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
      2. Dispute the Transaction through our Card Payment Support Page
  4. Bank transfer
    • 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 who will help you to follow our Payments Recall route to recover the funds.
  5. ATM withdrawals
  6. Cheques
    • Cheques – you can find guidance on how to cancel or stop a cheque through our Cheque FAQ
  7. Contactless debit card payment
    • The Limit for Contactless payments is £30.00 per transaction
    • 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 for further information and guidance that may help you to avoid going into an Unauthorised Overdraft when using Contactless Payments.

Remember – you can review the various Ways to Bank to help you manage transactions on your account and notify you when these change – including Debits and Payments.

If you need further information on how long payments take to leave/credit your account please view our Payments Support Page.

If you require further assistance around a payment that has left your account you can talk to our online helpdesk:

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