Most customers can confirm a payment by checking their next statement, or by asking us for an up-to-date statement of account. Here is how to be sure a payment has been applied correctly.
Same-day visibility
Debit card payments made through our Make a Payment page are normally posted to your account the same working day. You should see them on your next statement, or on a request for an up-to-date statement at any time using the Request a Statement of Account form.
Bank transfers and Direct Debits
Direct Debits and standard bank transfers (Bacs) take up to three working days to settle. If a payment was sent on a Friday or just before a bank holiday, allow for the next working day before assuming there is a problem.
If a payment is missing
If three working days have passed and a payment is still not showing, send us the following so we can trace it:
- your account or reference number;
- the date the payment was sent;
- the amount;
- the method (card, Direct Debit, bank transfer) and the reference you used.
The fastest way to send these details is the Payment Dispute form. We will look at the records on both sides and confirm where the payment is. If the payment did not reach us at all (for example a transfer to an out-of-date account number), we will tell you what to do next.
If you are ever asked to send a payment to an account number that is different from the one on your statement, do not do so — contact us first to confirm. Our public details are on the Contact Us page; payment-account details are issued only through our official correspondence.
See also: How long does a payment take to clear?, Does a payment holiday increase the total cost? and Funding everyday working capital for your company.