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 your transactions. Check the date, time and location of the transaction to see if any of the details are familiar to you.
  • 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.
  • 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 the business name. Some retailers may operate under a name you may not recognise. For example, Capita are a payment service used for collecting the TV licence.
  • 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? 

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Our virtual assistant gives you help with more than 240 everyday banking subjects. If it can’t answer, we’ll usually pass you on to a helpful human who can.

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Call us only if you think there has been a fraudulent transaction.

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If you have the app, you can skip the security questions by calling us directly from the app. Log on to our app, search Call us and follow the steps on screen.

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Further help with statements

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Further help with statements

Download statements, see pending transactions or where a payment was made.

Read our guides