If you're using the Mettle bank account:
For Faster Payments, we need to wait two hours after the payment was sent to check if it has been returned automatically to the sender. For BACS payments we need to wait three business days.
If you're using the e-money account:
For us to look into a payment, we have to wait three business days to allow the payment to process through our automated systems. This allow us to verify if its reached your account or has been returned. If the payment hasn't reached your account within three business days, you should let us know and we'll investigate the issue.
For us to look into a payment, we'll need to know the following information:
The payment amount
Whether it was an incoming or outgoing payment
Payment date
Payment reference
Details of the sender if the payment was made into your account