Common use of Unauthorised transactions Clause in Contracts

Unauthorised transactions. 15.1. In the event that a transaction has taken place on your account which you did not authorise or which was made by mistake, please let us know immediately (and no later than 13 months after the transaction was processed). Subject to paragraph 16.3, we will normally refund any payments you did not authorise. 15.2. We will ask you to provide information (which may include documentary evidence) so that we can investigate how you suffered a loss, and who is responsible. Please ensure you provide such information in a clear and legible format, and without delay. 15.3. You can ask us to refund an amount taken from your account if you satisfy the following conditions: • you agreed a payment could be taken, but did not specify the actual amount; • the payment amount taken was higher than you reasonably expected it to be, and we agree that the amount was more than could be reasonably expected, taking into account your previous spending pattern, the agreement and any other relevant circumstances; and • you ask us to make the refund within 8 weeks of the payment being taken from your account. We may ask you for more information to investigate a request. Once all information is received, we will either provide you a refund or tell you we cannot provide a refund. 15.4. If you have been tricked into transferring money to an imposter, you must contact us immediately. By “tricked into transferring money to an imposter” we mean: • you intended to transfer money to someone’s account in the UK, but were tricked into transferring it to someone else; or • you transferred money to a UK account for what you thought was a genuine purpose, but which was fraudulent. We will investigate the transaction and confirm whether or not you are entitled to a full or partial refund. This will usually be no later than 15 business days after the day you told us, but may take longer in exceptional circumstances. If we decide that you are entitled to a refund, the payment will be credited to your account without delay. We will not refund a transaction if, in light of the circumstances when you made the payment, we determine that you should have known you were transferring money to an imposter.