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If a customer reports to a Contact Centre or Enquiry Centre that they haven’t received a payment into their account, they’ll complete a referral form.

You’ll receive the referral form by email. You must

• contact the customer to investigate the reason for the payment not being received and to verify and correct the account details

or

• refer the claim to the Bank Liaison Team for a more detailed investigation.

Once you’ve investigated the reason for the missing BACS payment, you’ll have the option to

• record the failed payment
• suspend payments
• refer the case to the Bank Liaison Team for advice
• reissue or replace the payment.

Note: If the missing BACS payment is for a Post Office card account, customers must be referred to the Post Office card account Helpline on 0845 7223344.

»Ê¹ÚÌåÓýappre is an Action Guide for this subject, select TCM0236060 to access it