If a payment is made with an incorrect reference, or an amount that does not match the payment expectation, it will not be auto-matched in the system. In this instance, the payment will appear on an internal exceptions report. Each morning our Service Centre Team reviews this report and where the expectation exists but the reference is incorrect, as long as we can identify the client from the details on the payment, we will apply the funds. If the amount differs or if there is no expectation in the system, we will contact you to request that you submit a payment in instruction and the funds will then be matched by the following morning.

N.B. if we cannot identify the client, or if you fail to submit an expectation within 8 business days, we will return the funds.