I was due an automatic payment but it has not arrived

If you were expecting an automatic payment into your account and it has not appeared at the expected time, this does not usually mean there is a problem with your account.

Most delays are caused by normal banking processing times or temporary system issues.

If we have not contacted you to advise of a problem, your account is not restricted.

Why payments can be delayed

Automatic payments can occasionally be delayed due to:

• Normal banking processing times

• Temporary system issues

• Delays with a third-party payment provider

These delays are usually resolved the same day.

What to do first

If your payment has not arrived:

1. Check your account balance in the app or online banking.

2. Confirm the payment was due today.

3. Wait until the end of the working day, as payments can arrive later than expected.

You do not need to contact us on the same day unless you have received a message from us advising of an issue.

When to contact us

Please contact us if:

• The payment has not arrived by the next working morning

• You have received a text or email from us advising of a problem

• The payment is still missing after the end of the working day and you are unsure why

When contacting us, please provide:

• The type of payment you were expecting

• The date it was due

• The amount

This will help us investigate more quickly.

How to contact us

Secure message
Send us a secure message in the app if you can access your account.

Phone
Call us if you cannot access your account or if the payment is still missing the next working morning.

Still need help?

If the payment has not arrived by the next working morning, please contact us and we will review this for you.