If you’re unsure about a transaction on your statement follow these steps:
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.
Have a look at the most frequent reasons our customers contact us when they are unsure about a transaction.
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. Check out our supporting information list to see what information we’ll need from you to complete your dispute request.
Once you have gathered all the required information together, you can then submit your dispute request using the online dispute form.
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 contact us and what information you might need to provide.
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.
For Debit cards - have 15 days past since due date or date of delivery? (contact us after 15 days have passed if still not received). Please be aware that due to delays relating to Covid-19, please only contact us after 30 days have passed since the due date or date of delivery
For Credit cards - have 30 days past since due date or date of delivery? (contact us after 30 days have passed if still not received)
Transaction details including amount, date and description on your statement
Date due to receive the goods/services
Description of goods/services
Any correspondence from the retailer (email or post showing order processed/dispatched or expected due date), including most recent contact to resolve your query.
Proof of liquidation (if retailer has ceased trading)
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? Also known as a Continuous Payment Authority (CPA). This can often be for subscription-based goods or services such as magazines.
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.
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.
Adobe digital forms
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.