If you have a problem with something that you’ve bought with Pay by Bank App, try to resolve the issue with the merchant first. If you can’t do that, contact us on 0345 734 5345.
You’ll need to contact the merchant (or contact us if that doesn’t work) within 90 calendar days of the date you bought the goods or services using Pay by Bank App. If you received the goods or services later than the transaction date, the 90 calendar days start from the delivery date, but can’t be more than 270 days from the transaction date.
Remember that you don’t have as long to claim a refund for a Pay by Bank app transaction as you do for debit or credit card transaction. For debit or credit card transactions you can send a request to us within 120 days of discovering the problem, or 540 days from the transaction date – whichever comes first.
If you don’t recognise a Pay by Bank app transaction, and you think it might be fraudulent, please contact us on 0345 734 5345 straight away.