I’ve made a payment to the wrong account in Online Banking. What should I do?
If you know the person or business that you sent the money to, the quickest way to resolve this is to contact them directly and ask them to return the money.
If you don’t know the person or business, we'll do what we can to get the money back for you. However, there will be Data Protection Act regulations on the account of the person you accidentally paid that limit what we can do.
If the amount you sent was £25 or under, speak to us directly using ‘Chat’ in our app and we’ll see what we can do to help.
If it’s over £25, please call us on 0345 975 7575 or +44 1915 412009 if you’re outside the UK. Lines are open Monday to Friday, 8am to 6pm. We can contact the bank you sent the payment to and ask them to check whether your payment can be returned to you – please have the details of where you sent the money to hand when you call. If you don’t have a copy of the payment, we can put a trace on it to find the sort code, but this can take some time.
In the meantime, you should make the payment to the right person or business.
When you pay a person or company in Online Banking, it's your responsibility to check you've entered the correct sort code and account number, so make sure all the details are correct before you confirm the payment. You can print the confirmation screen for your records.
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