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What to do if you don't recognise a transaction
If you spot a transaction you don't recognise, don't worry, we're here to help you.
Here are some useful steps to take before contacting us
- Check your transactions. Check the date, time and location of the transaction to see if any of the details are familiar to you.
- Check with others such as joint account holders. Retailers such as Amazon allow you to set up household accounts so check with other members of your family.
- Check for regular payments such as Direct Debit or standing order. This is often how you'll pay things like your energy or phone bill.
- Is it a subscription? Some streaming services or gyms can take a payment once a free trial ends. Contact the supplier first to discuss the transaction.
- Check the business name. Some retailers may operate under a name you may not recognise. For example, Capita are a payment service used for collecting the TV licence.
- Check any payment codes. Some transactions appear as codes in your statement. See a list of common payment codes.
Still don't recognise a transaction?
The quickest way to get in touch is using our mobile banking app.
You can also block your card and order a replacement directly in the app.
Where did the transaction happen?
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The simplest way to raise a claim is in our app.
However, if you can’t do this online, you'll need to give us a call.If you have the app, you can skip the security questions by calling us directly from the app.
Log in to the app, search Call us and follow the steps on screen.
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