Contact us immediately if you spot something unusual
If you see a transaction on your account that you don't recognise, please contact us as soon as possible by calling 020 3773 1751 (option 3). This line is open 24 hours a day, 7 days a week, so you can reach us whenever you discover the problem.
The sooner you contact us, the better we can protect your account and investigate what's happened. Even if you're not completely sure whether the transaction is genuine or not, it's always better to check with us.
We can protect your account straight away
When you call our 24/7 line, the team can immediately place a temporary block on your card if you're concerned it might be used for fraudulent purposes. While they won't be able to provide detailed help about your specific situation, they can take this important first step to protect your money.
This temporary block will prevent any further transactions on your card while we investigate what's happened. You can still access your account in other ways, and we'll work quickly to resolve the issue.
What could cause an unrecognised transaction
An unknown transaction could be money going into your account that you weren't expecting, or a withdrawal you don't remember making. There are several possible explanations for this, including a simple error, fraud, a scam, or sometimes it might be a genuine transaction that you've forgotten about.
Some transactions can appear on your account with confusing names or descriptions that don't immediately make it clear what they're for. Online purchases, direct debits, or card payments can sometimes show up differently than you'd expect.
We'll investigate for you
Once you contact us, we'll start investigating the transaction immediately. We'll look into where the money came from or where it went, and we'll work to resolve the issue as quickly as possible. We understand that unexplained transactions can be worrying, so we'll keep you informed throughout the process.
If the transaction turns out to be fraudulent, we'll take steps to help you recover your money and ensure your account is secure. If it's a genuine mistake, we'll help sort that out too.
If money appears in your account by mistake
If money is paid into your account in error, it's important to understand that this money is not yours to keep. Even though it's in your account, legally it still belongs to whoever it was meant for.
Keeping money that doesn't belong to you could be considered theft, which can have serious legal consequences. To avoid any problems, please let us know as soon as you become aware of any unexpected payments from someone you don't know.
We'll help trace where the money came from and ensure it gets returned to the rightful owner. This protects both you and the person who made the mistake.
Protecting yourself from fraud
Check your accounts regularly so you can spot any unusual activity quickly. Set up account alerts if we offer them, so you'll be notified of transactions as they happen. Never share your card details, PIN, or online banking passwords with anyone.
If you receive unexpected calls, texts, or emails asking for your banking details, don't respond. We'll never ask you to provide sensitive information through these channels.
Remember - we're here to help
Don't worry about calling us if you're unsure about a transaction. We'd rather you contact us about something that turns out to be fine than miss something important. Our team is experienced in dealing with these situations and will handle your concerns with care and professionalism.