Enquiries
Dispute a charge or fee
Query a fee you do not recognise, and how correspondent deductions on cross-border payments are explained.
Find the charge first
Before disputing, locate the charge on your statement or in the payment detail. Cross-border payments often carry two kinds of fee: your own bank's payment charge, and deductions taken by correspondent banks along the route. The latter appear on a SHA or BEN charge option and are visible on the gpi trace of the payment.
Raising a dispute
- 1Open the transaction or the statement line the charge sits on.
- 2Choose "Dispute this charge" (or raise an enquiry in the Fees category).
- 3Explain why you believe it is wrong — you expected an OUR payment to carry no beneficiary deduction, for example, or the fee does not match your tariff.
- 4Attach or quote evidence: the payment reference, the agreed tariff, or the gpi trace showing the deduction.
- 5Submit. The desk investigates and either explains the charge with the underlying detail or, where it was applied in error, arranges a correction.
Good to know
If a beneficiary received less than you sent under a SHA option, that is correspondent banks deducting their fees, not your bank overcharging. Sending under an OUR charge option makes you pay those fees so the beneficiary receives the full amount — see the cross-border charges article.
Was this helpful?
Your answer tunes what we surface first — and shows us where a guide falls short.
Thanks for the feedback.
Still need help? Raise an enquiry and our service desk picks it up — you get a tracked ticket reference and a response-time target. Raise an enquiry
About this guide
- Topic
- Tracking & enquiries
- Reading time
- 3 min
- Views
- 2,411
- Found helpful
- 93% (116/125)
- Updated
- 01 Jul 2026
disputechargefeefeesqueryrefundcorrespondentdeduction