If your payee confirms that the payment has not arrived within the timeframes set out in the payment confirmation, please get in touch with us as soon as possible.
We will try to help out by establishing what has happened to the funds. It may be that the payment is rejected or returned for reasons outside our control. If that’s the case, you may receive less money back into your account than you originally paid, because of the fluctuating exchange rates.
If it’s our fault that the payment was rejected, we will refund any difference back into your account, so that you receive the full amount back. If you have provided incorrect information on the original payment instruction, we’ll always try to help you recover the funds. However, we may charge you a fee for this, and the recovery isn’t guaranteed.