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

  • Check the date, time and location of the transaction to see if any of the details are familiar to you. Check your transactions.
  • 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. Check payments.
  • 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 subscriptions.
  • 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 the business name.
  • 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 by using our mobile banking app.
You can easily block your card and order a replacement directly in the app.

Where did the transaction happen?

Mobile banking app guide

  1. Log in to the app
  2. Go to your statement and select the transaction you would like help with
  3. Select Help with this transaction
  4. Under I don't recognise this transaction, select ‘View your options’
  5. Follow the steps on screen

Message us online

You can message us 24/7 for support about fraud related issues. If our virtual assistant can’t help, we’ll pass you onto someone who can.

Simply log in to the app or online banking and get chatting today.

How to message us

How to do it

Let us show you step by step.

You need to tell us if someone knows your credit card PIN or has used your credit card without your approval.

You will need to give us a call.

Getting started in our app

 

Mobile banking app

Join our 7 million app users.

  • Simple and secure login.
  • Stay up to date with notifications.
  • Chat to us online.
More about our app

Mobile banking app

Join our 7 million app users.

  • Simple and secure login.
  • Stay up to date with notifications.
  • Chat to us online.

Download app

  • 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 our app, search Call us and follow the steps on screen.

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How to keep your devices safe online

There are straightforward and simple things that you can do to keep your money and devices free from hackers and fraudsters.

Keep your devices safe

App notifications

You can set up Mobile Banking app notifications to help you monitor your account.

For example, we can tell you when a purchase has been made on your debit card.

Set up notifications

Freeze your card

This handy feature in our Mobile Banking app lets you quickly freeze and unfreeze different types of transaction on your debit or credit cards.

Freeze your card

Help with other payments

Learn how to search for your transactions with this handy guide.

Find out how to dispute a transaction.

See the various methods of payments on our payments and transfers page.

 

More help with statements

Download statements, check pending transactions or see where a payment was made. 

See our guides

More help with statements

Download statements, check pending transactions or see where a payment was made. 

See our guides