Frequently Asked Questions

Confirmation of Payee (CoP) is a service that allows you to verify if the account holder’s name matches the account details (such as sort code, account number and account type) before making a payment.

This helps reduce payment errors and fraud by ensuring funds go to the intended recipient and end up in the right place. It also helps to protect against fraud and scams, such as Authorised Push Payment fraud.

The service works for payments being made to and from GBP accounts held at any UK bank.

This is part of the Confirmation of Payee (CoP) process, designed to help you verify that you are sending funds to the correct person or business. It helps prevent misdirected payments and reduces the risk of fraud.

When setting up a new payment, CoP allows you to verify the recipient’s name, sort code, and account number before making the payment. If relevant, it can also check secondary reference information, like a building society roll number, the type of account and payment references, ensuring they match the details held for the payee.

Below are the types of messages you could see while using Confirmation of Payee checks:

• Account name doesn't match
• Account number not found
• Account switched
• Account not verified
• Not a business account
• Business account
• Name not an exact match
• Payment reference required

Why did I receive a message saying the account name doesn't match?

The account name you entered doesn't align with the registered name of the account. This discrepancy can be a red flag for fraudulent activity, and it may mean that your payment may not be going to your intended recipient. It’s important to verify the recipient’s details before you proceed with the payment.

What should I do if the account name doesn’t match?

Double-check the account name with the recipient. Remember that emails may be intercepted and bank details changed. Confirm that the details are accurate in person or over the phone before proceeding.

Why did I receive a message saying the account number could not be found?

We couldn't locate an account with the details you provided, at the intended recipient’s bank. This could be human error in providing the details, or you may have intentionally been given the wrong information as part of a scam. It’s important that you verify the recipient’s details before you proceed with the payment.

What should I do if the account number can't be found?

You will need to verify the information with the recipient. Remember that emails may be intercepted and bank details changed. Confirm the details are accurate in person or over the phone.

What does it mean if the account has been switched?

The recipient's account may have been moved to another bank, and we couldn't verify the new details. This could be human error and not providing you with updated details, but it can sometimes also be a red flag for fraud.

What should I do if I receive this message?

Reconfirm the recipient's details with them directly (in person or over the phone) and be cautious of any inconsistencies before continuing with the payment. Remember that emails may be intercepted, and bank details changed.

Why couldn't the account details be verified?

We were unable to verify the recipient's account with their bank. This could be a warning sign of fraud as fraudsters may intentionally use accounts that can’t be verified to trick victims into sending a payment. It’s important to proceed with caution.

How can I proceed if the account isn't verified?

Reconfirm the recipient's details with them directly (in person or over the phone) and be cautious of any inconsistencies before continuing with the payment. Remember that emails may be intercepted, and bank details changed.

What does it mean if the account is not a business account?

The account details you've entered are for a personal account, not a business one. If you were expecting to send funds to a business this mismatch may suggest a potential scam.

What should I do if I receive this alert?

Reconfirm the recipient's details with them directly (in person or over the phone) and be cautious of any inconsistencies before continuing with the payment. Remember that emails may be intercepted and bank details changed.

What does it mean if the account is a business account?

The account entered is a business account, not a personal one. This could be a red flag if you’re not paying for a business service.

How should I respond to this message?

Reconfirm the recipient's details with them directly (in person or over the phone) and be cautious of any inconsistencies before continuing with the payment. Remember that emails may be intercepted, and bank details changed.

Why is the account name not an exact match?

The name you've entered doesn't exactly match the name registered with the account. Even slight discrepancies can be a red flag for potential fraud as fraudsters may set up an account with a similar name to a legitimate account to trick people into making payments.

What should I do if the name doesn't match exactly?

Double-check the recipient’s name and account details and verify this information with them verbally, either over the phone or in person. Ensure everything matches before continuing with the payment. Remember that emails may be intercepted, and bank details changed.

What does it mean if a payment reference is required?

Some accounts require a payment reference for the transaction. However, fraudsters can use this to complicate the payment process as it means that it is not clear who, or where, a payment is actually being sent to.

How should I handle a payment that requires a reference?

Verify with the recipient if the reference is necessary and verify all details verbally, either in person or over the phone, before proceeding with the payment. Remember that emails may be intercepted, and bank details changed.

CoP is available for most UK bank accounts, including personal and business accounts. However, some banks and financial institutions may not yet support CoP, in which case you’ll receive a response stating that CoP is unavailable for that account.

You will be notified if the recipient’s bank does not support CoP. You can still proceed with the payment, but we recommend verifying the details with the payee directly to minimise the risk of error.

We recommend that these details are verified verbally with the beneficiary, either over the telephone or in person, as emails can be intercepted and bank details changed.

CoP checks are generally required when setting up new payees. However, in some cases, your bank may request additional confirmation for security reasons, such as changes in payee details or after a long period of inactivity.

For any further questions or issues related to CoP, please contact our team on 1800 507 480 or +61 7 5560 4444 or by emailing [email protected].

Yes, your data is secure while using Confirmation of Payee checks. We use an ISO-certified company that complies with ISO 27001:2022 standards, ensuring that all information is protected according to internationally recognised data security practices. This certification covers the safe handling, storage, and processing of your data, minimising the risk of unauthorised access or breaches.