Your cash machine didn't give me my money but my account has been debited. What do I do?

You should contact one of our branches or call us on Telephone Banking, if you're registered.

Personal customers – call 0345 734 5345

Premier customers – call 0800 924 7365

Business customers – call 0345 605 2345

Please provide us with:

  • Your card number
  • Sort code
  • Account number
  • The date and time you used the machine
  • The location of the machine
  • Whether it was one of ours or another bank's machine
  • The amount of money you asked for
  • The amount of money you received (if any)

If we accept your claim, we’ll refund the money to your account within 4 working days (this could be up to 10 working days if the cash machine wasn’t ours). 

* To maintain a quality service, we may monitor or record phone calls. Call charges.  

Find more help here