Unsure of a transaction

Unsure of a transaction on your account?

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.

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.

A to I Press to expand/collapse

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

J to Z Press to expand/collapse

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

I've ordered goods or services but not received them Press to expand/collapse

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)

I haven’t received a refund I was expecting Press to expand/collapse

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

I’ve received goods that are faulty/counterfeit or not as described Press to expand/collapse

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

Incorrect amount has been debited from my account Press to expand/collapse

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

Paid by other means i.e. cash/cheque Press to expand/collapse

Transaction details including amount, date and description on your statement
Evidence of additional payment: copy cheque, statement showing additional transaction
Any other documents

I’ve been charged for the item twice (duplicated) Press to expand/collapse

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

I’ve been charged for a subscription/service I cancelled Press to expand/collapse

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

Airline/holiday company Liquidation Press to expand/collapse

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

I didn’t receive cash from a Foreign ATM Press to expand/collapse

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.

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.

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

Stop a recurring Debit or Credit Card payment

Recurring payments, also known as Continuous Payment Authorities (CPA), allow customers to give retailers permission to regularly charge their account, like Direct Debits.

If you want to cancel further payments from being debited, you can complete the form below

Stop a recurring Debit or Credit card payment

Dispute a duplicate or previously cancelled recurring Debit Card payment

If you have a Debit Card payment that has incorrectly debited your account multiple times or, you notice a recurring payment that you have asked to be cancelled, please complete the form below

Dispute a duplicate/recurring Debit Card transaction

Any other Debit or Credit Card dispute

For all other Debit and Credit Card disputes, please complete the form below

Dispute a Debit Card payment

Dispute a Credit Card payment

More information on Chargeback and Section 75

Credit Card Chargeback and Section 75

Debit Card Chargeback