What to do if you don't recognise a transaction

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

We're here to help

There can be a number of explanations for a transaction that you might not immediately recognise.

  • We've provided some steps which our customers have found helpful when trying to identify a payment which has appeared on their statement.
  • If you still do not recognise the transaction, our online guide will tell you what to do next.
  • Finally, please take a moment to understand what additional support we can provide you with managing your account.

Helping you to identify the transaction

1. Check your transactions

Check the date, time and location of the transaction to see if any of the details are familiar to you.

View transaction details

2. Check with others

Check no one else with access to your account has made the payment, e.g.
 

  • If you have a joint account check with the other cardholder.
  • Retailers such as Amazon enable you to set up household accounts. In these instances, check with other members of your family.

3. Check for regular payments

You'll set these up with the business or retailer directly and this is often how you'll pay things like your energy or phone bill.

Manage upcoming payments

4. Check for subscriptions

Sometimes when you sign up to a free trial, e.g. streaming service, gym membership, a payment can be taken once that free trial ends.

In these instances, first contact the supplier to discuss the transaction.

Manage subscriptions

5. Check the business name

Some retailers operate under different names that you might not recognise. Examples include:
 

  • Capita are a payment service used for collecting the TV licence.
  • Goldex In. own the Costa Coffee franchise.
Check the business or retailer name

6. Check any payment codes

Some transactions appear as codes in your statement.

This is another, shorter way of describing the payment type.

Check payment codes

Helping you to progress your claim

If the steps above haven't helped, and you still don't recognise the transaction, use our online guide. This guide is designed to make dealing with such issues as simple as possible.

Please choose the type of transaction you need help with...

If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, we're here to support you.

Learn more about querying transactions you recognise

If you can't find your card, there's no need to worry. Whether it's been lost or stolen, let us know through Internet Banking or our Mobile Banking app


How to report a lost or stolen card

Internet Banking

If you’re registered for Internet Banking, you can log on to report your card as lost or stolen.

All you need to do is select 'help & support' at the top of your account overview page, choose "lost or stolen card", and fill out a quick form.

Mobile app

Our secure app makes it simple to report your card as lost or stolen. Log on to our app, type 'lost or stolen' in the search bar and complete our quick form.

What happens next?

We'll cancel your card straight away and you'll receive your new card in 3-5 working days, depending on the type of card you have ordered.

Keep in mind once you've cancelled a card, it can't be reinstated. 

More about reporting a lost or stolen card

Please contact us regarding this transaction so we can investigate further.

Debit card fraud
Call us on: 0345 721 3141 or +44 131 337 4218 from outside the UK.
Lines are open 7am-11pm

Internet Banking fraud
Call us anytime on: 0345 600 7727 or +44 1132 888 408 from outside the UK.

Follow steps to make a claim;

  1. Sign in to our mobile app
  2. Go to your statement screen and select the transaction you would like help with
  3. Select 'Help with this transaction'
  4. Select the question 'Don't recognise a transaction?'
  5. Read the guidance which appears and select the link to 'contact us' if required.
     

If you have a query about another type of payment call us on 0345 721 3141 or +44 131 337 4218 if you’re calling from outside the UK. Lines are open 7am - 11pm, seven days a week.
 

You may find it easier to make a claim via our app.
 

Apple devices

If you have a compatible iPhone or iPad you can download our app from the Apple App Store.
 

Android devices

If you have a compatible Android mobile phone or tablet you can download our app from Google Play.
 

If there’s a transaction on your account you think is incorrect, or there’s an issue with something you’ve purchased, we're here to support you.

Learn more about querying transactions you recognise

If you can't find your card, there's no need to worry. Whether it's been lost or stolen, let us know through Internet Banking or our Mobile Banking app


How to report a lost or stolen card

Internet Banking

If you’re registered for Internet Banking, you can log on to report your card as lost or stolen.

All you need to do is select 'help & support' at the top of your account overview page, choose "lost or stolen card", and fill out a quick form.

Mobile app

Our secure app makes it simple to report your card as lost or stolen. Log on to our app, type 'lost or stolen' in the search bar and complete our quick form.

What happens next?

We'll cancel your card straight away and you'll receive your new card in 3-5 working days, depending on the type of card you have ordered.

Keep in mind once you've cancelled a card, it can't be reinstated. 

More about reporting a lost or stolen card

Please contact us regarding this transaction so we can investigate further.

Credit card fraud
Call us on: 0345 964 5645 or +44 173 357 4121 from outside the UK.
Lines are open 7am-11pm

Internet Banking fraud
Call us anytime on: 0345 600 7727 or +44 1132 888 408 from outside the UK.

You can let us know about a payment or purchase that doesn’t seem right through our online form.

Submit a payment dispute

 Call us on 0345 721 3141 or +44 131 337 4218 if you’re calling from outside the UK. Lines are open 7am - 11pm, seven days a week.

More support with managing your account

How to keep your devices safe online

There are straightforward and simple things that you can do to keep your money and devices free from hackers and fraudsters.

Keep your devices safe

App notifications

You can set up Mobile Banking app notifications to help you monitor your account.

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

Set up notifications

Freeze your card

This handy feature in our Mobile Banking app lets you quickly freeze and unfreeze different types of transaction on your debit or credit cards.

Freeze your card

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.