Check what the bank confirms
Check whether the transaction is completed, pending, failed or reversed. Save the bank’s confirmation and reference. A payment instruction or screenshot alone may not show that money reached the recipient.
Ask the creditor to trace and allocate it
Use the contact on your agreement. Provide the payment date, amount, recipient and reference through an agreed secure channel. Ask whether the payment has arrived and, if so, which agreement it was allocated to.
Prevent a second payment by mistake
Explain if a debit order is also due or a second collection is being discussed. Ask what action is needed while the payment is traced. Do not assume the payment date changed or make another payment solely because a balance has not yet updated.
Keep the outcome in writing
Record the support reference and ask for confirmation when allocation is complete. For a final payment, request a paid-up letter. If the issue remains unresolved, include the timeline and evidence in a complaint.
If you discover that the money went to a suspicious recipient, contact your bank immediately through its official channel and follow the fraud-response guidance.