What to do if you don’t recognise a transaction

If you spot a payment you don't recognise, don't worry, we're here to help you. 

Here are some useful steps to take before contacting us

  • Check your transactions. Check the date, time and location of the transaction to see if any of the details are familiar to you. 
  • Check with others, including additional cardholders. Retailers such as Amazon allow you to set up household accounts so check with other members of your family as well.
  • Check the business name. Some retailers may operate under a name you may not recognise. For example, Capita are a payment service used for collecting the TV licence.

Still don’t recognise a transaction?

Message us

Message us in app

Select Support and then Message us to get help.

Our virtual assistant can help with your everyday questions.

If it can’t answer, it’ll usually pass you on to a helpful human who can.

More about our virtual assistant

Call us

If you think there has been a fraudulent transaction, call us anytime on 0800 587 0997 from the UK or on +44 1244 757 236 from outside the UK.

If you have the app, you can skip the security questions by calling us directly from the app.

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For example, we can tell you when a purchase has been made on your credit card.

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This handy feature lets you quickly freeze and unfreeze different types of credit card transactions in the Mobile App.

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