Unsure about a transaction

If you have a dispute or are unsure about a transaction on your account, sometimes there's a simple explanation.​

Frequent reasons for transactions you're unsure of:

Often businesses use a different trading name to the one you’d expect to see. Try a quick internet search for the name or check our list of common retailer names.
If you have a joint account, could the other account holder have made the transaction?

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.

Have you recently set up a regular automatic payment to a company? This can often be for subscription- based goods or services such as magazines.

Could it be a foreign transaction? If the amount on your receipt is different to the amount on your statement this could be due to the changes in the exchange rate.

 

What to do next

Don't recognise the transaction at all?

If you do not recognise the transaction at all and think you may be a victim of fraud, visit our Fraud Prevention Centre for how to report your fraud to us.

Recognise the transaction but have an issue with it?

For debit and credit card transactions/ online purchases you can raise a dispute with us.

If it's a bank transfer, standing order or Direct Debit, select the dropdown below.

Could a payment you’ve recently set up be incorrect in Internet Banking? You can check the payment details in your transaction history.

If a Direct Debit payment has been taken from your bank account in error, you may be entitled to a refund under the Direct Debit Guarantee.

To request a refund, you can chat to us in the TSB Mobile banking app, call us on 0345 975 8758 or visit your local branch and we’ll help you as quickly as we can.

Before you get in touch with us, please:

  1. Check the company name. Sometimes you may not recognise the company name, but the Direct Debit could have debited under a different name. You can see a list of common retailers here.
  2. Check any communications you have received from the company. They may have advised you of these payments being taken or updated you on the correct amount and date.
  3. Find out how many payments have left incorrectly, the dates they left and the amounts.
  4. Contact the company. They may be able to sort out the incorrect payment directly.
If your claim is part of a financial agreement with a company, please bear in mind that the company could potentially take legal action and impact your credit file, or they could claim the payment back from you.

If you want to raise a dispute for a transaction made with your debit or credit card...

Contact the retailer first

Always try to resolve the issue with the retailer first and allow them time to resolve the issue (15 days for debit cards or 30 days for credit cards).

Transaction is not pending

The payment must have left your account before we can raise a dispute. If it's in your pending transactions you'll need to wait until its cleared.

Within 120 days

In most cases the transaction needs to have happened within the last 120 days (see FAQs for exceptions).

By the way, we use Adobe digital forms for you to tell us about your dispute
We have chosen Adobe to support us with our digital processes by using their ‘Adobe Sign’ software. Please be aware that Adobe are a separate data controller from TSB, and any personal data you provide will be sent to Adobe and processed in accordance with their terms and conditions of service. You may wish to read their Adobe Terms of Use and Consumer Disclosure before using the following link(s).

I haven't received the goods or services that I paid for

Use this form if:

You paid for goods or services and they weren't delivered at all

Goods or services were delivered partially, were faulty or counterfeit

Goods or services you bought were different from what was sold to you

What you'll need to raise this dispute

  • Invoice/proof of purchase
  • Date due to receive the goods/services
  • Description of goods/services and if faulty, description of fault or why goods differ
  • Any correspondence from the retailer (email or post showing order processed/dispatched or expected due date), including most recent contact to resolve your query.
  • If you still have the goods you must contact the retailer and arrange a return. Take photos of the goods and retain proof of the return in case you do not receive a refund and allow 15 working days.

I haven't received the refund I was told I would get, or am entitled to

Use this form if:

The retailer said they've refunded you but you haven't got it

The goods or services you bought were cancelled/returned but you weren't given a refund

What you'll need to raise this dispute

  • Allow 15 days from the time the merchant agreed to refund you to allow sufficient time for the refund to be credited back to your card/account

After 15 days we will need the following to raise a dispute:

  • Proof of retailer's agreement to refund (including date/amount and last 4 digits of the card you used)
  • Proof of return (if you have it)
  • Proof of postage or proof of goods made available for collection to the retailer (if you have it)
  • Any correspondence from the retailer

I was or am being charged incorrectly

Use this form if:

You're still being charged a recurring transaction after you've cancelled

You've been charged the wrong amount for something

A payment was taken twice for the same thing

What you'll need to raise this dispute

  • Amount that should have been debited
  • Any evidence of correct amount
  • If it's a transaction that's been cancelled, cancellation date and details of any payments taken after this date
  • If you've paid by other means, evidence of additional payment: e.g copy cheque, statement showing additional transaction

Stop a recurring debit or credit card payment

Use this form if:

You want to cancel further payments from being debited

If you want to get your money back for past transactions use the form above "I was or am being charged incorrectly".

I had a problem with a cash withdrawal

Use this form if:

An ATM gave you the wrong amount/no cash

A wrong amount was given at a Post Office counter withdrawal

What you'll need to raise this dispute

  • The date, time and location of the ATM/Post office
  • Generally disputes need to be raised within 120 days of the transaction.
  • However this can also be 120 days from the last date you expected to receive goods or services. In this case the transaction needs to be within the last 540 days. For example, you paid for concert tickets but the concert is at a date in the future. The dispute can be raised providing it's within 120 days of the date of the concert and the transaction is within the last 540 days.
  • If the goods or services are cancelled, then you have 120 days from the cancellation date.

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

www.dcdigitaltv.co

An online electrical goods retailer