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Have you sent a payment to the wrong account? Tell us here

Whilst the vast majority of payments are made without issue, the Payments Council recognises that in rare cases problems arise as payers can enter wrong information (e.g. sort code and account number), resulting in a payment being made to the wrong account. The Payments Council is working to understand how, when and why this occurs, so we can find ways to minimise the likelihood of it happening. We are also looking to see what can be done to help customers if things go wrong.

To help us with our work, the Payments Council would like to hear from anyone with relevant experience of this issue. Unfortunately we can’t help resolve individual cases, but providing details will help us to identify solutions for the future.

Did you send the payment from internet or telephone banking?
Was it the first time you had tried to send a payment to them by internet or telephone banking?


Why did the payment go wrong?






Where did the payment go?



After you discovered the problem, did you get your money back?



If the issue has been resolved, how quickly did this happen?




The Payments Council

The Payments Council may want to contact you if we have any questions about your experience. If you are happy for us to do so, please enter your name, email address and phone number in the boxes below:

Payments Council Newsletter

Payments Council produces a quarterley newsletter, Communique. Topics include payments innovation, payments news, the future of payments, changes in the industry and the work of the Payments Council.

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