Pay online swiftly and securely

We can help you try to get your money back when it’s been sent to the wrong place in error, and you don’t know the recipient.

If you already know them (for example someone you’ve paid before) it’ll be quicker and more effective for you to contact the recipient you’ve paid by mistake and ask them to pay you back.

If you don’t know how contact them, that’s when we can get involved. As long as it’s a genuine mistake, is not part of a dispute and is over £25, we’ll ask the recipient’s bank to reach out to them on your behalf. Although it should be noted, this doesn’t guarantee it will be returned, as they still need permission from the recipient to debit their account.

There are also a few reasons why it might bounce back to your account automatically. If the name doesn’t match the payment info or if the account is closed for example. We need to leave enough time for that to happen first.

For Faster Payments, that can take one working day and for BACS payments it needs four working days. Once that time has passed just fill in the form below and we’ll do the rest.

As previously stated we can't guarantee that we'll be able to get the funds back, but we'll start working on it right away. Just a heads up, it can take around 20 working days to get a response from the recipient’s bank.

Follow these steps to get the ball rolling for Faster Payments or BACS payments. For CHAPS or international payments, you’ll need to give your customer service team a call.