Payments and Transfers

Frequently Asked Questions

  • Making a payment on Business eBanking

    Making a payment on Business eBanking

    To help you with making payments, refer to our Getting Started guides.
    To find the guide you need:

    1. Log on to Business eBanking
    2. Location: Click on Contact and Help menu
    3. Select Getting Started under the Information menu
    4. Click on Read more under Payments, then select the guide required

    If you require further assistance please contact us.

    Business eBanking Customer Support
    UK Number International Number Opening hours
    02890 311377 +44 2890 311377 Mon – Thur: 8am – 8pm
    Fri: 8am – 5pm
    Sat: 9am – 5pm
    Sun: 9am – 8pm
  • Tracing a payment

    Tracing a payment

    If the payment has not been received and you wish to trace it, you can let us know via eBanking secure messaging or by contacting your account manager.

    Please be aware that we charge a £10 fee to investigate payments that have not reached their intended recipient, unless it's as a result of a mistake on our part.

  • If a beneficiary has not received a payment

    If a beneficiary has not received a payment

    You can contact us by sending us a secure message or by contacting your account manager.

  • If you want to cancel a payment

    If you want to cancel a payment

    You have the option to cancel the payment in Business eBanking.

    If you require further assistance please contact us.

    Business eBanking Customer Support
    UK Number International Number Opening hours
    02890 311377 +44 2890 311377 Mon – Thur: 8am – 8pm
    Fri: 8am – 5pm
    Sat: 9am – 5pm
    Sun: 9am – 8pm
  • Bacs: Hints and Tips

    Bacs: Hints and Tips

    What is Bacs?

    Bacs is the company that runs the UK Direct Credit Payment Scheme, which is used to pay wages, salaries and supplier invoices. Bacs also runs the UK Direct Debit scheme.

    Sending a payment by Bacs is a three day process:

    Days Which means…
    Input day
    (day 1)
    Payment files are submitted into Bacs. Files can be submitted up to one month in advance, therefore day 1 of the 3 day cycle will become Input day and not the day the file is submitted.
    Processing day
    (day 2)
    Payment files are accepted, processed through Bacs and passed to the receiving banks.
    Payment day
    (day 3)
    For direct credits (e.g. wages) the beneficiary’s account is credited and the Service User’s account debited. For direct debits the beneficiary’s account is debited and the Service User’s account credited.

    File Extraction: Bacs files can only be extracted on or before day 1 of the 3 day cycle.

    Service Users should call the Bacs Helpdesk (0345 603 4615) if they require an extraction.

    Date Amendment: Bacs Helpdesk can amend the processing date on a Bacs payment either on or before day 1 of the 3 day cycle.

    Phone number Opening hours
    Bacs Helpdesk 0345 603 4615

    Bacs Service Users can access the most up to date Guides on the Bacs website

    Service Users can also call the Bacs Service Desk after 5pm if the call is deemed urgent on 03701 650 018

    Mon – Fri : 9am to 5pm