Payment FAQs

There is no time limit but we recommend no more than three months.

You can only cancel future-dated payments using our online banking portal. You can cancel a payment up to 11:00pm on the working day before the payment is due. 

• Once logged in, select the ‘Manage Money’ tab, then ‘Standing Orders & Pending Payments’.
• All pending payments on your account will be listed.
• Find the payment to cancel, click on the ‘Action’ column beside it and choose ‘Delete’.
• Follow the on-screen instructions.

If the payment has not been authorised, you will need to follow the steps below for ‘How do I authorise a payment?’ and choose ‘Decline’.

The ability to cancel a payment depends on the payment method used. If you are not sure whether you can cancel a payment, please contact us and we can advise you.

How do I cancel a future dated batch payment?

You can only cancel future-dated payments using our online banking portal. You can cancel a payment up to 11:00pm on the working day before the payment is due. This must be an authoriser action.

• Once logged in, select the ‘Manage Money’ tab, then ‘Standing Orders & Pending Payments’
• All pending payments on your account will be listed
• Find the payment to cancel, click on the ‘Action’ column beside it and choose ‘Delete’
• Follow the on-screen instructions.

If the payment has not been authorised, you will need to follow the steps below for ‘How do I authorise a payment?’ and choose ‘Decline’.

The ability to cancel a payment depends on the payment method used. If you are not sure whether you can cancel a payment, please contact us and we can advise you.

If you are a sole authoriser, you will be taken through the process while making a payment and receive a confirmation receipt on screen.

For payments requiring multiple authorisations, all required authorisers will need to log in separately to authorise each payment. Once you are logged in, go to the quick link on the home page ‘Alert and Inbox’ and you will see any pending authorisations.

Alternatively, you can go to the ‘Manage Money’ tab and click on ‘Authorisations’. Choose the payment you wish to authorise and click on ‘Authorise’ under the action list. This will open the payment summary. At the bottom of the screen, you will have the option to authorise or decline. If you decline a payment, you will need to add a reason.

To authorise a payment

• Once logged in, select the 'Manage Money' tab, then select 'Authorisations'.
• All payments waiting for authorisation will be listed. 
• Find the payment to authorise/cancel, click on the 'Action' column beside it and choose 'Authorise'.
• Review the payment and click on Approve to Authorise the payment.

To decline a payment

• Once logged in, select the ‘Manage Money’ tab, then select ‘Authorisations’.
• All payments waiting authorisation will be listed.
• Find the payment to authorise/cancel, click on the ‘Action’ column beside it and choose ‘Authorise’.
• Review the payment and click on Decline to cancel the payment.
• If you are declining a payment, you must add a comment in the field provided.

Please note:

• The top of the payment summary page shows how many authorisers have already authorised a payment and how many authorisers are still required to authorise the payment.
• The cut-off time to provide additional authorisation to a payment is 9:00pm.

A payment will remain valid to be authorised for three working days from input, regardless of the value date. After this time, you will need to enter the payment again.

Additional authorisation should be made on or before the payment due date.

There are several ways you can check on the online banking portal:

1. From the ‘Transactions & Documents’ tab, select ‘Transaction & History’.
2. From the ‘Manage Money’ tab, select ‘Standing Orders & Pending Payments’ for future dated transactions.
3. From ‘Manage Money’ tab, select ‘Authorisation’ to ensure the payment has been fully authorised.
4. From ‘Other Information’ tab, select ‘Session Summary’ to confirm that the payment has been entered.
5. If a receipt is available, you can view and print these from the ‘Transaction History’ screen under ‘Transactions & Documents’.
6. You can also request that a payment receipt is sent to you and/or the beneficiary by ticking the appropriate boxes when making a payment. This can only be requested on screen at the time of making the payment.
7.  Some payments may be held while we perform additional checks before releasing them. If your payment is held, you will be able to see the payment as a 'pending status’, by going to the ‘Transactions & Documents’ tab, selecting ‘Transaction History’ then selecting the debiting account.

Please note while payments are pending, they will not be debited from your account balance.

Payments are usually rejected if the payment information entered is not valid or the receiving account has been closed. Please double check the payment information you have entered.

If you require assistance, please contact us and we will be able to help you.

Please do not resubmit your payment without contacting us first.

You can manage payees easily in online banking.

• Once logged in, click on the ‘Manage Money’ tab.
• Choose either ‘Payees’ for UK sterling or ‘International Payees’ for international and non-sterling payments.
• For any payee listed, you can choose to edit, copy, delete, authenticate, or pay a payee from the options under the ‘Action’ column.
• You can expand the number of payees shown using the ‘Change List Size’ dropdown and pressing ‘Go’ at the bottom of the screen.

If you have more than one entity attached to your profile, you can select the ‘My Account’ tab to view all the accounts/entities that are assigned to your profile.

You are also able to set an entity as a default by choosing the ‘Set as Default’ option beside the required account and selecting ‘Refresh’.

The account you set as your default will be the account shown on your homepage. You can link payees to a certain entity. So if a payee was previously linked to a certain account or accounts you may need to switch entity to see the payee.

For you to receive foreign currency payments into your account, you will be asked to provide the sender with the correct details of your account. These include:

• Your full name or entity name.
• International Bank Account Number (IBAN) which you will find on your account welcome letter. Alternatively, to obtain your IBAN via online banking, please see 'How do I find my IBAN Number' below.
• Correspondent and Beneficiary Bank details, if you are asked for them, are in the table below.

From the home screen, click the three dots under the 'Action' tab next to your chosen account. Then select 'View Details' to show the full sort code, account number, and IBAN for your chosen account. 

If you receive funds in a different currency to the currency of your account (as quoted by the sender), we will automatically convert to the currency of your account on receipt. For example, if you receive a US dollar payment quoting your sterling account, the funds will automatically be converted to sterling and credited to your sterling account

A SEPA credit transfer is a payment in euros to an account within the Single Euro Payments Area (SEPA). For a list of countries within the SEPA area, please see: SEPA Scheme Countries

SEPA credit transfers offer a simpler and cheaper way to send euro payments and the recipient should receive the funds by close of business the following business day.

For some SWIFT International Payments, you have the option to pay the beneficiary bank charges as well as your own. There is a box to tick if you wish to pay the beneficiary bank charges.  Alternatively, the charges will be debited from the amount received by the recipient. For more information about these charges, please contact us.

Payments can be made in the following core currencies:

• GBP – Great British pound
• USD – US dollar
• EUR – Euro
• AUD – Australian dollar
• CAD – Canadian dollar
• CHF – Swiss franc

If your preferred currency or destination country of the payment you wish to make is not listed, please contact us and we will be able to help you.