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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 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 don't 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 using our Mobile Banking app.
Getting started online
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