Unsure of a transaction on your account?

If you’re unsure about a transaction on your statement follow these steps:

  1. 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.
  2. Have a look at the most frequent reasons our customers contact us when they are unsure about a transaction.
  3. 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.
  4. 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.
  5. 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.


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

www.dcdigitaltv.co

An online electrical goods retailer
 

Supporting Information

  • 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)
  • 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)

  • Contact us after 15 working days of the refund not being received to allow sufficient time for the refund to be processed and credited back to your card/account
  • Full details of the dispute
  • Proof of refund (including date/amount and last 4 digits of the card
  • Proof of return
  • Proof of postage or proof of goods made available for collection to the retailer
  • Any correspondence from the retailer

  • 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.
  • Transaction details including amount, date and description on your statement
  • Description of goods/services
  • Description of fault or why the goods differ
  • Photo of goods
  • Proof of return
  • Any correspondence with the retailer, including most recent contact to resolve your query

  • Transaction details including amount, date and description on your statement
  • Amount that should have been debited
  • Any evidence of correct amount

  • Check for a refund on your account if the original transaction didn’t go through correctly
  • Transaction details including amount, date and description on your statements

  • Transaction details including amount, date and description on your statement
  • Cancelled with the company and had a stop applied previously
  • Cancellation date
  • Are you still using or receiving from the service?
  • Details of any further debits after cancellation date

  • Have you contacted your insurance/ATOL/ABTA and received a negative response letter?
  • Transaction details including amount, date and description on your statement
  • Copy of invoice/flight tickets
  • Proof of liquidation
  • Any correspondence with the retailer

  • Date of withdrawal
  • Amount of cash not received/requested
  • Any issues/faults with ATM
  • Was all or partially cash not dispensed
  • Receipts

Frequent reasons for transactions you’re unsure of

  • 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. 

Online Dispute Form

Complete the Online form

Note: 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 therefore wish to read their Adobe Terms of Use and Consumer Disclosure before using the following link(s).

Debit Card Dispute Form

Credit Card Dispute Form

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