I don't recognise a transaction, what should I do?

If you don’t recognise a transaction, the safest thing to do is to lock your card through online banking or the thinkmoney app, which will make sure that if your account security has been compromised, no further transactions can take place.

A padlock will appear over your card to confirm that it’s locked. If you believe the transaction is fraudulent, you can cancel your card and order a new one using the app.

How to cancel your card:

  • Go to the ‘card’ section
  • Select ‘Lost or stolen cards’
  • Confirm that you want to cancel your card
  • We’ll get in touch to order your new card

If you don’t have access to the internet, call our automated telephone service and block your card on 0161 779 5000.

Block online banking and the app

You can also block your online banking and thinkmoney app too if an unauthorised transaction or payment has been made from your account (not your card). Just text BLOCK to 81122 or 07786 200 077.

How do we deal with fraudulent transactions?

If we spot a transaction which we think is fraudulent, we’ll text you to ask whether it’s you before allowing it to go ahead.

Reply with ‘Yes’ if you made the transaction, or ‘No’ if you didn’t. If you didn’t make the transaction, call us on 0161 779 5000 so we can investigate it.

Even if you don’t get a text, if you find a transaction which you didn’t authorise, call us so we can look in to it. We’ll also sort out your new card when you speak to us.

Company names you may not recognise

Sometimes company names can appear differently on your statement. For example, they could use their trading name instead. We’ve put together a list of the most common trading names, along with the services they provide so you can check.

What happens when I report an unauthorised transaction?

You’re not liable for any payments or transactions from your account that you do not authorise. If you dispute that a transaction was made by you, we’ll refund the value of the transaction to your account immediately unless we need to investigate it further.

If our investigations show that a disputed transaction was authorised by you, or you have acted fraudulently or with gross negligence, we’ll not refund the transaction amount and we reserve the right the recover the value of the transaction from you.

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