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:

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.

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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

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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

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.