What if I don’t recognise a transaction?

There are a few things you can do to find out what happened

When you first spot a transaction on your statement you don’t recognise it can be difficult to know what to do. Here are a few things to think about that might help:

  • The retailer might have a different trading name. Take a look at our list of popular retailer trading names
  • Did you sign up for any subscriptions or free trials that asked you to give your card details?
  • Check your emails including your junk folder from the date of the transaction. You might find details of a transaction you've made, or a subscription you signed up for.
  • If you’ve got any additional cardholders, remember to ask them if they recognise the transaction.
  • If possible, get in touch with the retailer and ask them what the payment was for.

If you believe you’ve been a victim of fraud, contact us immediately on 0345 366 1281.

    If you’re still not sure what the payment was for but don’t think it was fraud, please get in touch on:

    So we can help as quickly as possible, please have a few things to hand:

    • Your credit card number or your sort code and account number.
    • The date and merchant name on the transaction you don’t recognise. You’ll find this on Online Banking, our Mobile App or your paper statement.

    Making a chargeback claim

    If you find out what the transaction was for, but something has gone wrong for example, you’ve been charged more than once, you may be able to make a chargeback claim.