When you send a payment, the money should arrive in seconds in the UK. Sometimes the receiving bank needs to perform some additional checks and sometimes it can take upto one one working day to put the money in the account.
If a payment is taking longer than expected, make sure the recipient gave you the correct account number and sort code and that you entered them correctly.
If the details are wrong, you may have accidentally paid the wrong person. If that is the case, we can try to help you to recover the money via Payment Recovery.
If the details are correct but the payment still hasn't appeared in the account after a day, let us know and we'll try to help you.
If you have been tricked
If you have been tricked by a fraudster into sending them money, you may directly reach to us to report it by sending an email to [email protected]
You may also report it to Action Fraud Police UK by calling 0300 123 2040, sending an email to: [email protected]
or by texting to 7726. For further information you may want to have a look at: https://www.actionfraud.police.uk/reporting-fraud-and-cyber-crime
If you sent money to the wrong account by mistake, we will not be responsible but we will try to help you. Though we will do our best, we can not guarantee you that you will get your money back. We will help you in recovering the money by sending a claim to the recipient's bank.
If the money is still in their account, their bank will protect it and ask the recipient if they received the money by mistake. The recipient has 20 working days to confirm if the payment was a mistake or to dispute the claim if they believe there is no mistake.
Their bank will return any undisputed money to us and we will put it in your account.
We'll inform you about whether or not your claim has been successful.
Unfortunately, we will not be able to recover money if it is no longer in the recipient's account.
To help you, please email us the below information to [email protected]
: The amount and the date/ the full name of the person you were trying to send money/ Their correct number and sort code/ The reason why the payment was made incorrectly.
We will evaluate this for you and let you know the outcome.