Your cash machine didn't give me my money but my account has been debited. What do I do?
You should contact one of our branches or call us on Telephone Banking, if you're registered.
Personal customers – call 0345 734 5345
Premier customers – call 0800 924 7365
Business customers – call 0345 605 2345
Please provide us with:
- Your card number
- Sort code
- Account number
- The date and time you used the machine
- The location of the machine
- Whether it was one of ours or another bank's machine
- The amount of money you asked for
- The amount of money you received (if any)
If we accept your claim, we’ll refund the money to your account within 4 working days (this could be up to 12 working days if the cash machine wasn’t ours).
* To maintain a quality service, we may monitor or record phone calls. Call charges.