Unsure of a transaction on your account?
If you’re unsure about a transaction on your statement follow these steps:
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Often businesses use a different trading name to the one you’d expect to see. Check our list of retailer names.
If you can’t see the trading name on the list, you can also do a quick internet search of the name showing on your statement.
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Have a look at the most frequent reasons our customers contact us when they are unsure about a transaction.
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If you recognise the payee but think the amount is wrong or the transaction shouldn’t have been made:
- Contact the retailer directly to find out what they've charged you for and if they've made a mistake.
- If they have, request a refund with the retailer. Often retailers such as Amazon will be able to correct this for you very quickly.
- If you’re unsuccessful in resolving the issue with the retailer you may be able to claim a refund by raising a dispute. Just fill out our disputed transaction form, unless you do not recognise the transaction at all, in which case follow our guidelines below regarding potential fraud.
If it’s none of the above and you think you’ve been subject to fraud visit our Fraud Prevention Centre for how to contact us and what information we need.
Common retailer names
Often businesses use a different trading name to the one you’d expect to see. If you don’t recognise a payment or transaction on your account the list below may help you identify the company the payment was made to.
| Trading name | Company or service |
|---|---|
|
Admiral.com |
A motor insurance provider |
|
Allpay |
A payment service used by a number of public and private sector organisations, including councils and housing associations |
|
Amazon Digital SVCS |
A digital download from Amazon |
|
Amazon Prime |
An annual subscription service offered by Amazon |
|
Arcadia |
The holding company name for fashion brands including Burton, Dorothy Perkins, Evans, Miss Selfridge, Topman, Topshop, Wallis, and Outfit |
|
Archives.com |
An online subscription service for tracing family histories |
|
Audible.co.uk |
An audiobook subscription service owned by Amazon |
|
AVG Internet Security |
An anti-virus and internet safety software product |
|
B365 Internet |
A betting company trading as 'BET 365' |
|
Big Savings Club |
An online discount membership scheme |
|
Capita |
A payment service used by a number of public and private sector organisations, including for TV licenses |
|
Cash 4 u Now |
An online lender providing cash advances for short-term money needs |
|
Cash Locator |
An online credit broker that charges a fee for finding loans |
|
Cassava |
An online betting and gaming website |
|
Castle Finance Direct |
An online credit broker that charges a fee for finding loans |
|
CHB |
A child benefit payment |
|
Chequeless |
An online lender providing cash advances for short-term money needs |
|
CI Ltd |
A betting company trading as 'Coral' |
|
Completesave.co.uk |
An online discount membership scheme |
|
Credit Angel |
An online service for accessing your credit report |
|
Credit Cleaner |
An online service for accessing your credit report |
|
Credit Expert |
An online service for accessing your credit report |
|
Credit Reports Matter |
An online service for accessing your credit report |
|
Creditconfidential.com |
An online service for accessing your credit report |
|
CreditHub |
An online service for accessing your credit report |
|
CreditPerfect |
An online service for accessing your credit report |
|
Domestic & General |
A warranty provider for domestic appliances such as boilers and ovens |
|
ECOMMWEBHOST.COM |
A website creation and hosting company |
|
EE |
A mobile phone network |
|
Equifax Ltd |
An online service for accessing your credit report |
|
Expedia |
An online travel booking company that owns brands including Egencia,HomeAway, Hotels.com, Hotwire, Orbitz, Travelocity, Trivago, and Venere |
|
Experian |
An online service for accessing your credit report |
|
G I Ltd |
UK betting shop including the Coral and Gala Bingo brands |
|
GB Discounts |
An online discount membership scheme |
|
Giffgaff.Com |
A mobile phone network that is owned by 02 |
|
Goldex Inv |
A holding company that owns the Costa Coffee franchise in a number of counties in the south-east |
|
Google Play |
A digital download from the Google Play store |
|
Grattan |
Online catalogue retailer |
|
Haven Holidays |
A family holiday park operator |
|
Hertz Ltd |
A car and van hire company |
|
Home Bargains |
A discount retailer |
|
Home Retail Group |
A holding company that own brands including Argos and Homebase |
|
HomeLet |
A tenant referencing and specialist letting insurance company |
|
Homeserve Membership |
A home emergency cover provider |
|
Hutchison 3G UK |
A mobile phone network trading as 'Three Mobile' |
|
Indesit.co.uk |
Supplier of home appliances and white goods |
|
iTunes |
A digital download from Apple iTunes |
| Trading name | Company or service |
|---|---|
|
Juice Plus |
A dietary supplements company |
|
Just Eat |
An online food order and delivery service which acts as an intermediary between take-out food outlets and customers |
|
Kingfisher |
Company group name for B&Q and Screwfix |
|
Knowhow |
A technology support service provided by Currys PC World |
|
Laithwaites Wine |
A wine subscription service |
|
LBK |
A betting company trading as 'Ladbrokes' |
|
Let's Go Rewards |
An online discount membership scheme |
|
Littlewoods |
Online catalogue retailer |
|
Live Career |
CV support service with premium features |
|
LOVEFiLM By Post |
A DVD rental service owned by Amazon |
|
Lowell Group |
They provide businesses with debt recovery services |
|
Magnum Pay |
A payment service used by health supplement businesses. |
|
Match.com |
An online dating service |
|
MBNA |
A credit card provider |
|
Mcafee - Intel Security |
A virus and internet security protection product |
|
Microsoft - Office |
A suite of applications, servers and services developed by Microsoft including Microsoft Word, Microsoft Excel and Microsoft PowerPoint |
|
Microsoft - Xbox Live |
A purchase made through a Microsoft Xbox account |
|
Mighty Deals |
A website providing regular discounts on various products and services |
|
MoneyPlus Group |
Owners of Clear View Finance – one of the UK's largest debt solution companies |
|
Nakedwines.com |
A wine subscription service |
|
Netflix |
Online streaming service for TV programmes and movies that charge a monthly fee |
|
New Day |
Providers of credit and store cards for brands including Burton, Debenhams, Dorothy Perkins, Evans, Harvey Nichols, House of Fraser, Laura Ashley, Miss Selfridge, Outfit, Topman, Topshop,and Wallis |
|
Norton |
Anti-virus and security software |
|
Nowtv.com |
An online subscription service for streaming TV programmes and films |
|
Nutrajump |
An online retailer of health and beauty products |
|
NW Card Services |
NatWest (Credit Card) |
|
NWBS |
Nationwide Building Society |
|
Paddy Power |
Online betting website |
|
Payday Express |
Trading name of Instant Cash Loans Ltd |
|
Payday UK |
Another trading name of Instant Cash Loans Ltd |
|
PayPal |
An online payments system used by many eCommerce websites as well as sellers operating on eBay. Sometimes a small payment is made to/from your account as part of the registration process |
|
Payref.info |
A billing service used by a number of online dating sites |
|
Plentyoffish |
An online dating service |
|
Pounds to Pocket |
An online lender providing cash advances for short-term money needs |
|
Premium Credit |
A loan provider |
|
Product Support AG |
An after-care service for products purchased from Currys PC World |
|
Quick Credit Score |
Online service that provides access to your credit information for a monthly fee |
|
Quick Quid |
Online loan provider |
|
Rewards Now |
An online discount membership scheme |
|
Sony Ent Network |
A purchase made through a Playstation account |
|
Spotify |
Music streaming site available for a monthly fee |
|
TfL |
Transport for London |
|
TicketMaster |
Provider of tickets for theatre, concerts and sporting events |
|
UK Credit |
Online lending company |
|
WHO Internet |
William Hill Online Betting |
|
Wonga |
Providers of short-term online loans to individuals and business |
|
An online electrical goods retailer |
Frequent reasons for transactions you’re unsure of
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If you have a joint account, could the other account holder have made the transaction?
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Did you recently start a free trial for something where the trial period may have ended? Check the terms and conditions of any agreement you’ve signed up to.
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Have you recently set up a regular automatic payment to a company? Also known as a Continuous Payment Authority (CPA). This can often be for subscription-based goods or services such as magazines.
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Could a payment you’ve recently set up be incorrect in Internet Banking? You can check the payment details in your transaction history. In most cases you can contact the bank the payment has gone to to see if the money can be returned.
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Is it a foreign transaction? If the amount on your receipt is different to the amount on your statement this could be due to changes in the exchange rate.
Disputed transactions:
0345 835 7926
Lines are open 9am – 5pm Monday to Friday.
Complete our disputed transaction form here.
