Money has left my bank account and not showing in my portal

What you need to know about payment transfers and how to escalate transfer issue.

Transfers can take up to 3-5 working days to be received (although it is usually far quicker). If you have transferred funds and they are not showing in your portal, please contact your bank to confirm the transfer details, and that the money has not been returned to your account. Please provide any transaction numbers etc. Following this please contact us so that we can investigate:-
For Cru Classe clients:
Please contact providing as much detail as possible:-
  • Date & Time of transaction
  • Transaction references
  • Bank account and sort code funds have been sent to
For Premier Cru and above clients:
Please contact your Relationship Manager, providing the above details.  Or alternatively, you can contact our support team via email.