Mobile transactions explained
Understanding your mobile app
- Account - Name of the account the statement covers
- Date – The date when the transaction was performed by yourself or claimed by the retailer
- Description – This provides a summary of the transaction
- Paid in – Value of the transaction paid (credited) into the account
- Paid out - Value of the transaction taken out (debited) from the account
- Balance – Indicates the current available balance of the account
Icon expand Payments made by using your debit card in a shop
When you buy something in a shop using your debit card, your ‘available funds’ are decreased by the amount you have spent. However your 'balance' will only change when the retailer claims the funds from your account. Its at this point that you will be able to see the transaction on your statement and your balance is reduced.
Retailers can take up to 4 days to claim the funds from your account.
The description of the transaction will appear on your mobile banking statement. You can reveal more information by expanding the transaction row. This will display the last four digits of your card number, the date of the transaction, the name of the retailer and usually their location.
Icon expand Regular payments like direct debits or standing orders
When a standing order or Direct Debit is claimed from your account, your balance and available funds will be reduced by the amount of the claim.
For example, if your regular payment is due to be paid on a Monday, your balance and available funds are usually reduced by the amount of the transaction on the previous Saturday morning.
On your mobile banking statement, the retailers name is displayed for a Direct Debit. The name of the payee is displayed for a standing order.
Icon expand Salary payments on your statement
Most salary payments are paid by BACS and will appear automatically on the date the salary is due.
Icon expand Funds paid in at a branch
If you pay in cash, it is immediately reflected in your balance and available funds. This will appear as a 'Teller transaction' on your mobile banking statement. The sort code of the branch you used will also be displayed in full online statements on the following business day.
If you pay in a cheque, it will appear in your balance on the following day but your available funds are not increased until the cheque is cleared. This usually takes 3 days.
Cheques can be returned unpaid, so you should allow at least four full working days before you use money from a cheque you've paid in. In some cases, because cheques may still come back unpaid after this time, it may take up to five working days for a cheque to clear and postal delays can extend this period further.
What is a Call Ref?
If you make a payment or transfer using online or telephone banking, a unique CALL REF. NO.XXXX is assigned to all transactions made within that session.
When an online or telephone banking transaction is initially debited from your account, the call reference number will show as the description on your statement.
Once our systems complete the processing of the transaction, a full description will be displayed on your statement as well as the call reference number.
The full description for these transactions is normally available by the next working day.
How long does it take for a transaction to appear on my account?
When you use your debit card within a shop, your available funds are usual decreased by the amount of your purchase but there will not be an immediate impact on your balance and the transaction will not instantly appear on your statement. Retailers can take up to 4 days to claim the funds and from that point, the transaction will clearly be displayed within your statement.
When you make a one-off, online payment to another person or a company, your balance and available funds are usually instantly updated and your payment will reach the recipient within 2 hours. The transaction will clearly be displayed within your statement.
Why does information appear differently on different statements?
Information can be presented differently, on alternative statements, due to the means that we provide it and the available space associated with each statement type (e.g. your mini-statement, mobile banking statement, online statement and paper statement).
Which accounts can I see statements for in online and mobile banking?
You can view your full statements for current accounts, package accounts, saving accounts (including ISA) and credit cards within our online and mobile banking services.
In addition to this, within online banking a mini-statement is provided on the Account Summary page as a quick reference to your 6 most recent transactions for these accounts, as well as for your mortgage and loan.