- I recognise a transaction but want to dispute it
- I don't recognise a transaction
If there’s a transaction on your statement you don’t recognise, here are some quick checks that might help you get to the bottom of it.
Tips to help you identify the transaction
Same time? Same place?
Take a look at any other transactions from around the same time. This may remind you of where you were when the transaction that you don't recognise was made.
Think about exchange rates
If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.
Look out for additional charges
Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.
Double-check your receipts and your inbox
Dig out your receipts to see if you have any from the same day and for the same amount. You may also have received a confirmation or receipt by email - this might show a different retailer name than the one on your statement.
Check the retailer's name
Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try entering the retailer's name into a search engine to find out more.
Ask another account holder
If someone shares your account, they may have made the transaction.
Check repeat payments
Could this be an auto-renewing subscription or ongoing payment that you’ve set up in the past?
Free trials
If you've signed up for a free trial recently, check the free trial period and terms and conditions. The free trial may have expired and you may now be paying for goods or services.
If you’re still not sure, our list of frequently disputed transactions may help
Still don't recognise a transaction?
- Log on to our mobile app.
- Select the 'Support’ tab and then ‘Chat with us’.
Or:
- Log on to online banking
- Click on the Chat pop up button in the bottom right.
Alternatively, you can call us 03457 404 404, or if you're abroad on +44 1226 261 010.
Premier customers can call us on 03457 707 070.
Business customers can call Business Telephone Banking between Monday to Friday, 08:00 to 20:00 and Saturday, 08:00 to 14:00 on:
03457 60 60 60 if you’re calling from the UK.
+44 1226 260 878 if you’re calling from outside the UK.
Please don’t call unless you think there’s been a fraudulent card transaction, payment or authorised payment scam.