Payment information sometimes needs to be checked or clarified. This page explains what that can mean for you.
Updated: 11 October 2026 · Customer guidance v1.0Provide the recipient’s correct legal name and the receiving details required for the route. Confirm account details independently, particularly if someone has recently changed them.
Tell us the purpose of the payment and who it is for. Do not guess information you are unsure about; ask before submitting the instruction.
Checks may involve the customer, recipient, payment purpose and other information relevant to legal, financial-crime or partner requirements. A request for clarification does not, by itself, mean wrongdoing.
Examples of supporting information may include an invoice, evidence of your relationship to the recipient or documents explaining the source of funds. The actual request depends on the payment.
A payment may be delayed, restricted or unable to proceed while required checks are incomplete or a legal restriction applies. We cannot promise that every instruction will be accepted.
Ask our team what information is needed and how the review affects the expected timing. Some information cannot be disclosed where the law prevents disclosure.
If you notice a mistake, contact us promptly with the payment reference. A correction may require additional verification and may not be possible after processing has progressed.
For a rejected or delayed payment, ask about its status and the applicable payment terms, including any return of funds or charges. Do not assume a refund time or amount before it is confirmed.