Question a transaction

Read about what to do if you disagree with a payment on your account – whether it's fraudulent or genuine.

I need help with an unrecognised transaction

We know it’s worrying when you’re not sure about something on your account. We’re here to explain how to check what a transaction could be, and how to ask us to investigate.

You can:

I want to cancel a recurring payment

We know it can be hard to keep track of subscriptions and it’s not always clear when you’ll need to pay a recurring fee. We’re here to explain how to cancel. For example, if:

  • You didn’t intend to commit to a recurring subscription

  • You’ve cancelled a subscription but it keeps re-starting.

I want to dispute a payment

We know everything doesn’t always go to plan when you shop or deal with businesses. We’re here to help you understand how to try to get your money back. For example, if:

  • You didn’t receive the goods or service

  • The goods or service were not as described or counterfeit

  • You didn’t receive a refund.

Did you pay using cash, cheque or bank transfer?

If you paid using cash, cheque or bank transfer, unfortunately we can't try to get a refund on your behalf. You can still try to dispute with the seller, or you may be able to make a small claim. Citizens Advice has a help guide on making a small claim.

Query a transaction if you don’t recognise it

If you don't recognise a transaction or it doesn't look right, get in touch and we'll look into it. Lines are open 24 hours a day, 7 days a week. Call charges apply.

We cannot dispute a pending transaction on your behalf

Whilst we can look into a pending transaction that you don't recognise or one that's potentially fraudulent, if you recognise a transaction, but there’s a different problem, talk to the company you paid first – if they can’t or won’t put it right, get in touch with us once the payment has gone through.

Report a transaction if you’re convinced it’s fraudulent

Contact us immediately if you think you've been the victim of fraud or notice anything unusual on your account. You can either call 159 or call us on the number below. Lines are open 24 hours a day, 7 days a week. Call charges apply.

What is 159?

When you call 159, you’ll be redirected to a service that connects you to your bank so you can report scams or suspected fraudulent activity.

Find out more about when you should call 159

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