I’ve made a payment in Online Banking, but it’s gone to the wrong account. What should I do?
If you've entered the wrong information and confirmed the payment, please call the Online Banking Helpdesk on 0345 600 2323 * (outside the UK dial +44 2476 842063. Lines are open 24 hours a day, 7 days a week).
We'll do what we can to get the money back for you, but Data Protection Act regulations surrounding the account of the person you accidentally paid do restrict what we can do.
What we can do to help: We can contact the bank where you've sent the payment, giving the account details of where you accidentally sent the payment. We'll ask them to investigate whether your payment can be returned to you.
To do this, we'll ask you for the sort code of that bank. If you don’t have a copy of the payment, we can put a trace on the payment to find the sort code, but this does take some time. In the meantime, you should arrange for payment to be made to the correct recipient.
Check your information: When paying a bill or someone in Online Banking, it's your responsibility to ensure that you've entered the correct sort code & account number of the person you're paying, so please remember to check all the details before you confirm the payment. You can print the confirmation screen for your records.
* To maintain a quality service, we may monitor or record phone calls. Call charges