I’m expecting a payment - when will it arrive?

There are many personal and financial reasons that lead to people becoming vulnerable. Vulnerabilities may be long standing or temporary.

• Faster Payments These are generally processed immediately and the money will arrive in your account within minutes. Some banks can take up to two hours to process Faster Payments so they might take longer to arrive.

• Bacs If you’re expecting a Bacs transfer, it will take up to three days for the money to arrive in your account.

• CHAPS CHAPS stands for Clearing House Automated Payment System. These payments are usually for high-value transactions like buying a property or car. When we receive a CHAPS payment before 3pm, it will arrive in your account on the same working day between 4:10pm and 7:10pm.

Any CHAPS payments received after 3pm will arrive in your account after 4.10pm on the next working day.

If you're expecting a payment and the money hasn't arrived within these timescales, let us know and we'll do our best to help. In the app, go to Support to send us a message.

• financial product understanding - understanding important information, facts and figures or having a language barrier

• health - physical health and mental health issues such as depression

• life events - not limited to -  bereavement, divorce or other significant negative events

• financial hardship - struggling to pay bills or to stay in business