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

I don’t recognise the name of the business or retailer I don’t recognise the name of the business or retailer expandable section
Some businesses and retailers may appear on your statement under a different name to the one you know them as. See this list for examples of common trading namesexamples of common trading names.

If you can’t find the name you’re looking for, select the transaction on your statement page in Internet Banking or in our Mobile Banking app. Then check to see if you recognise the location where it was made.

You should also check that no one else with access to your account has made the payment.

If you still don’t recognise the transaction you’ll need to call us.

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

Credit Cards: Call us on 0345 964 5645 or +44 173 357 4121+44 173 357 4121 if you’re calling from outside the UK.

Current Accounts: Call us on 0345 266 86200345 266 8620 or +44 1733 572 410+44 1733 572 410 if you’re calling from outside the UK.

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service.

If you’re Deaf and a BSL user, you can use the SignVideo service.
I don’t recognise the amount that was paid to the business or retailer I don’t recognise the amount that was paid to the business or retailer expandable section

If you recognise the business or retailer but not the transaction amount, contact them – they may have made an error.

If you’ve already contacted them and need more help, read our I recognise a transaction but want to question itI recognise a transaction but want to question it page.
I think this could be a regular payment or a subscription that shouldn’t have been taken I think this could be a regular payment or a subscription that shouldn’t have been taken expandable section

Direct Debits let a company take a payment from your account on a regular basis. This is often how you’ll pay things like your energy bill. You’ll set these up with the business or retailer directly. You can cancel some Direct Debits yourself using Internet Bankingusing Internet Banking or our Mobile Banking app. We can also cancel them for you.

Sometimes a business or retailer may charge a subscription fee that you weren’t expecting, like when a free trial has ended. Always cancel subscriptions with the business and retailer you took it out with first. We can then look at any future subscription payments and stop them for you.

To cancel a subscription or regular payment contact the business or retailer directly. But be aware of any terms and conditions you may've agreed to, like giving a notice period before you cancel.

Log into Internet Banking
I think someone else has accessed my account without my consent I think someone else has accessed my account without my consent expandable section
If you think someone has accessed your account without your consent, contact us directly.

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

Credit Cards: Call us on 0345 964 56450345 964 5645 or +44 173 357 4121+44 173 357 4121 if you’re calling from outside the UK.

Current Accounts: Call us on 0345 266 86200345 266 8620 or +44 1733 572 410+44 1733 572 410 if you’re calling from outside the UK.

If you have a hearing or speech impairment, you can contact us 24/7 using the Next Generation Text (BGT) Service. If you’re Deaf and a BSL user, you can use the SignVideo service.

View more contact detailsView more contact details.

If you think this could be a family member, friend, joint account holder or anyone else who might have access to your account, ask them if they know anything about the transaction.

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 https://www.capita.com/ 020 7799 1525
Retailer or business name Goldex In	About A holding company that owns the Costa Coffee franchise.	Contact details https://www.costa.co.uk/ 0333 003 5883
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 https://www.expedia.co.uk/ 020 7019 2000
Retailer or business name Hutchinson 3G UK	About A mobile phone network trading as Three Mobile.	Contact details https://www.three.co.uk/ 0333 338 1001
Retailer or business name TFL	About A local government body operating as Transport for London.	Contact details https://tfl.gov.uk/ 0843 222 1234

More business and retailer namesMore business and retailer names

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.

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.