Misdirected payments

A misdirected payment is a payment made to the wrong account, due to incorrect payment information being supplied.

You must notify us as soon as you become aware that an electronic payment has been sent to the wrong account. You can visit any of our branches, call us on 01858 412412 or email us at customersfirst@mhbs.co.uk. We will commence our investigations within two working days of your notification.

If we are unable to reclaim the funds immediately (for instance if the recipient disputes its return) we will notify you of the outcome in a maximum of 20 working days from your initial notification.

If the funds cannot be recovered through the recipient’s bank, you can seek further assistance in how to recover the funds from the Financial Conduct Authority (FCA) website fca.org.uk/consumers/making-receiving-payments