How do I check whether a payment has reached you?

Most customers can confirm a payment by checking their next statement, or by asking us for an up-to-date statement of account. Here is how to be sure a payment has been applied correctly.

Same-day visibility

Debit card payments made through our Make a Payment page are normally posted to your account the same working day. You should see them on your next statement, or on a request for an up-to-date statement at any time using the Request a Statement of Account form on the Forms & Requests page.

Bank transfers and Direct Debits

Direct Debits and standard bank transfers (Bacs) take up to three working days to settle. If a payment was sent on a Friday or just before a bank holiday, allow for the next working day before assuming there is a problem.

If a payment is missing

If three working days have passed and a payment is still not showing, send us the following so we can trace it:

• your account or reference number;
• the date the payment was sent;
• the amount;
• the method (card, Direct Debit, bank transfer) and the reference you used.

The fastest way to send these details is the Payment Dispute form on our Forms & Requests page. We will look at the records on both sides and confirm where the payment is. If the payment did not reach us at all (for example a transfer to an out-of-date account number), we will tell you what to do next.

If you are ever asked to send a payment to an account number that is different from the one on your statement, do not do so — contact us first to confirm. Our public details are on the Contact Us page; payment-account details are issued only through our official correspondence.