Contact our team if a payment is delayed, details look wrong or you need help understanding the service.
Updated: 11 October 2026 · Customer guidance v1.0Have your payment reference, payment date and a short description of the issue ready. Tell us if the recipient has not received the expected amount or if your expected payment time has passed.
A payment instruction, processing update and confirmation of receipt by the beneficiary can represent different stages. Ask what the particular confirmation means.
Timing can be affected by identification checks, cut-off times, weekends or holidays, receiving institutions and route availability. An expected time is not a universal guarantee.
Intermediary or recipient-bank charges may affect the amount received where applicable. Ask us to explain the customer quote and any difference from the expected amount.
Contact us promptly if you need to correct or cancel an instruction. Whether this is possible depends on the payment stage, applicable terms and law.
Ask for confirmation of the action taken, any relevant charges and the expected timing of a return. This page does not set a blanket refund or cancellation entitlement. Your statutory rights remain applicable.
Contact us immediately if you believe an instruction or account has been compromised. Also contact your bank or payment provider where relevant. Keep receipts and messages.
Never provide a password or security code with your enquiry. See our security guidance for precautions.
Tell us if you have difficulty reading information, communicating, using the online platform or understanding a request. We can discuss the help you need and whether someone can assist on your behalf.
You can contact us by phone, email or in store. Check opening hours before relying on immediate assistance; the website does not promise round-the-clock support. If you are dissatisfied, use our free complaints procedure.