I don't recognise a transaction

There are a number of reasons why a transaction might seem unfamiliar. If there's a transaction on your account you don't recognise, here's what to do.

Rule out some possible issues
 

Common business and retailer names

Some businesses and retailers may appear on your statement under a different name to the one you know them as. This table features five common business and retailer names and an option to view a fuller list.
 

Common business and retailer names

Retailer or business name

About

Contact details

Retailer or business name

Capita

About

A payment service used by a number of public and private sector organisations, including for TV licenses.

Contact details

Retailer or business name

Goldex In

About

A holding company that owns the Costa Coffee franchise.

Contact details

Retailer or business name

Expedia

About

An online travel booking company that owns travel brands including Egencia, HomeAway, Hotwire, Travelocity, Trivago and Orbitz.

Contact details

Retailer or business name

Hutchinson 3G UK

About

A mobile phone network trading as Three Mobile.

Contact details

Retailer or business name

TFL

About

A local government body operating as Transport for London.

Contact details

Payment codes

Some transactions appear as codes in your statement. This is just another, shorter way of describing the payment type. Here are five common codes:

  • BP: Bill Payment
    When you make a payment to a business or person. Find out more about Bill PaymentsFind out more about Bill Payments.
  • CPT: Cashpoint Transaction
    When you use a physical card to withdraw money at a Cashpoint® machine.
  • DEB: Debit Card
    A debit card is a plastic card that allows you to pay for purchases and withdraw money from your account instantly at a Cashpoint machine. 

     

View all payment codesView all payment codes

 

 

    

 

  • DD: Direct Debit

When you let a business or retailer take a payment from your account on a regular basis. This is often how you’ll pay things like your energy bill. All Direct Debit payments are protected by the Direct Debit Guarantee scheme. Learn how to identify and manage your Direct DebitsLearn how to identify and manage your Direct Debits.

  • FPO: Faster Payment Outbound

When you make a payment online and it reaches the recipient’s account within 2 hours. Sometimes Faster Payments can take a little longer. Find out more about Faster PaymentsFind out more about Bill Payments.

  • PAY: Payment

When you make a payment to a business or person. Find out more about Bill Payments.

Contact us

Want to speak to us directly? There are a few ways you can get in touch:

Message us
When you’re logged in to our Mobile Banking app, you can use our Internet Banking instant chat service – it’s the best way to get answers quickly.

Call us
Lines open 7am – 11pm, seven days a week.

Bank of Scotland plc. Registered in Scotland No. SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration number 169628.