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.

 

Which bank did you send the payment from?
Did you send the payment from internet or telephone banking?	Internet Telephone banking Other
Was it the first time you had tried to send a payment to them by internet or telephone banking?	Yes No N/A
Who were you trying to pay? (e.g. family, friend, business or other)
What was the payment for? (e.g. utility bill, mortgage/rent, personal)
How much was the payment for?
When did you make the payment? (Approximate date)
Why did the payment go wrong?	I made a mistake when specifying the recipient's account details They had changed their account details The recipient gave me the wrong account details My bank made an error The recipient had a problem with their bank Don't know/not known Other (enter the reason in the box below)
How long after you made the payment did you realise there was a mistake? (e.g. straight away, a few days later, a month later)
What did your bank say/do?
Where did the payment go?	To another person's account at my bank To another person's account at a different bank Other Don't know
After you discovered the problem, did you get your money back?	Yes, I got my money back No, I lost my money I only got some of my money back I'm still trying to resolve it
If the issue has been resolved, how quickly did this happen?	Straight away In less than one week In less than a month In less than three months Longer than three months
Please add any further comments in the space provided:
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:
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