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I’ve made a payment in Online Banking but it’s gone to the wrong account. What should I do?

If you've typed the wrong information and confirmed the payment, please call the Online Banking Helpdesk on 0345 600 2323* (outside the UK dial +44 2476 842063. Lines are open 24hrs a day, 7 days a week). To maintain a quality service, we may monitor or record phone calls. Call charges.

We'll do what we can to get the money back for you, but Data Protection Act regulations surrounding the account of the person you accidentally paid do restrict what we can do.

What we can do to help: We can write to the bank where you've sent the payment, giving the account details of where you accidentally sent the payment. We'll ask them to investigate whether your payment can be returned to you. To do this, we'll need the sort code of the bank concerned. We can also put a trace on the payment to find the sort code if you've not kept a copy of the payment, but this does take some time. In the meantime, you should arrange for payment to be made to the correct recipient.

Check your information: When paying a bill or someone in Online Banking, it's your responsibility to ensure that you've typed the correct sort code and account number of the person you're paying, so please remember to check all the details before you confirm the payment. You can print the confirmation screen for your records.

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