Unauthorised Payments from your Account


Money can only be taken from your account if you have authorised the transaction. If you notice a payment out of your account which you did not authorise, you should contact your Bank immediately and claim a refund.

In most cases the Bank must refund the payment without undue delay and by the end of the business day following the day on which it became aware of the problem, unless it has reasonable grounds for suspecting that you have acted fraudulently.

Your bank can refuse a refund for an unauthorised payment if:

  • it can prove you had actually authorised the transaction. However,  your bank cannot simply say that use of your password, card or PIN conclusively proves you authorised a payment;

  • it can prove you are at fault because you acted fraudulently or because you deliberately, or with ‘gross negligence’, failed to protect the details of your card, PIN or password in a way that allowed the transaction;

  • you told your bank about an unauthorised payment 13 months or more after the date it left your account.