Using your cards safely and help if you don't recognise a payment
Keep your eyes peeled for unusual transactions
We've got a number of tips to try and spot unusual transactions, but also some guidance on what to do if you do stumble upon any.
Get help identifying a transaction with our list of common retailers
Sometimes businesses you pay may use a different trading name.
For example, if you bought something from Argos, it may appear as 'Home Retail Group'. A quick internet search can help. Or, you can use our list below.
How we can help
Need to cancel a regular payment
You can cancel a regular debit or credit card payment by simply giving us a few details
A regular debit or credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, like a subscription to a publication or a service, such as Netflix.
Do you know your consumer rights?
Paying for things using your debit or credit card is quick and easy, but sometimes things don't go as smoothly as planned. When something goes wrong, it helps if you know your rights.
Not received goods or services
The best place to start if you've not received goods or services you've paid for by debit or credit card is by contacting the company you bought them from. But we realise this is not always possible, for example if the company has gone out of business, so you can't resolve the issue with them, maybe we can help you raise a claim.
Start a claim for missing goods or services paid for by debit card
Start a claim for missing goods or services paid for by credit card
I don't recognise a transaction
If you’ve spotted a payment on your credit or debit card statement that you don’t recognise, it could be that the retailer or company have a different trading name. Check out our list of common retailer names to avoid any confusion.
It is also worth asking people in your household in case family member used account
Credit card fees
If you’re looking at your credit card statement, two types of fees could occur: late payment fee or over limit fee. Learn how to avoid payment penalties here.
Bank statement codes you might find on your account statement
ATM - Automated teller (cash) machine
CHQ – Cheque
Charge – Charge for transaction
D/D – Direct debit
S/O – Standing order
TFR – Transfer
INT - Interest
You can see a full list of statement abbreviations here. (opens in a new window)
Stay safe from fraud
When making card payments, you want to know you are using secure payment services. This means making sure that you:
Only enter your card details on secure websites
Always shield your PIN in shops or at cash machines
Be aware of public Wi-Fi hotspots and the potential risks
Be aware of vishing scams
Be aware of phishing scams
Be aware of ATM fraud and know how to stay safe
See our fraud guides for information about the different types of fraud and tips to keep your data protected.
If you think that you’ve been a victim of a scam, we’re here to support you. We have the numbers to call for all types of fraud below.
Our secure banking promise
Whether banking online or using our Mobile Banking app, rest assured you're protected by our Secure Banking Promise:
We'll refund any money paid out of your account, as long as you've kept your security information safe
We'll protect you 24/7, by monitoring your account and using the latest technology to keep you safe
We'll help you protect yourself, with tips on staying secure and free tools for extra protection