If you have available funds for the amount you want to withdraw but the ATM has not dispensed the money, you need to contact us the next working day to see if the funds have been debited from your account.
If the funds have debited and you didn't receive the money, we can submit an ATM claim on your behalf. We're only able to raise a claim after 2 working days of you notifying us. This is because some ATM transactions can take an extra day to appear on your accounts, so your balance may correct itself within that time.
Once your claim has been raised, your bank will credit your account within 1 working day, whilst investigations are completed with the ATM provider.
If your claim is declined following the investigation by the ATM provider, the money will be debited from your account. If this happens, we'll write to you and give you 7 days notice. This process could take up to 15 working days, depending on how long it takes to complete the investigation.
If the ATM has swallowed your card, please contact us immediately.
It is against the ATM Industry's regulations for banks to give back a debit card once it's been retained by the ATM.
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