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uk Money & financial emergencies

What to do if…
a landlord or supplier sends unexpected new bank details for a payment

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Pause the payment and treat the new details as unverified. Do not send money to the new account until you have checked it using contact details you already trust. If you have already paid, contact your bank immediately.

Do not do these things

  • Don’t reply to the email or text, or use the phone number or link inside it to confirm.
  • Don’t change a standing order in your banking app just because the message looks familiar or urgent.
  • Don’t share one-time passcodes, card reader codes, or approval notifications with anyone “verifying” the change.
  • Don’t send screenshots of your bank app, card, ID, or “proof you’ve paid” beyond a basic receipt if one is genuinely needed.
  • Don’t let “today only”, “late fees”, or “final notice” pressure you into rushing.
  • Don’t pay by crypto, gift cards, or a third-party “agent” if that is not your normal agreed payment route.

What to do now

  1. Stop the payment and keep the evidence.
    Save the message, including a screenshot and the full email if possible. Don’t click links or open attachments in the message.

  2. Check the change using a trusted route you choose.
    Use a phone number, email address, or postal address from your existing lease, contract, a previous genuine invoice, or an official website you already know. Ask them to confirm:

    • whether their bank details have changed for payments
    • the exact account name, sort code, and account number
    • when the change happened and why

  3. Cross-check the new details before paying anything.

    • Compare them with the bank details on your lease, contract, or previous genuine invoices.
    • If your bank shows a Confirmation of Payee result, take any “no match” or “close match” warning seriously.
    • Remember that a Confirmation of Payee match is helpful, but it is not proof by itself that the request is genuine.
    • Be extra cautious if the request arrives just before a due date, uses pressure, or asks you to keep the change quiet.

  4. If a payment is due soon, avoid sending money to the wrong place.
    Choose the safest option that fits your agreement and circumstances:

    • Pay by the existing, known-good method you have used before, if it is still working and you are confident it is genuinely theirs.
    • Ask for a short grace period through a trusted contact route, explaining that you are checking a possible scam.
    • If you cannot safely pay yet, set the money aside and keep a clear record of your attempts to verify and contact them.

  5. If you already paid the new details, contact your bank now.
    Call your bank using the number on your card, app, or statement. Tell them you think it is Authorised Push Payment fraud, also called APP fraud, or mandate fraud. Ask them to:

    • try to recall the payment and take any other recovery steps available
    • stop any pending or future transfers scheduled to the new details
    • tell you what evidence and reference numbers to keep

  6. Report it through the right UK route.

    • If you live in England, Wales, or Northern Ireland, report cyber crime and fraud through Report Fraud online or by phone.
    • If you live in Scotland, or the crime happened in Scotland, report it to Police Scotland on 101. Use 999 only if there is an immediate danger or emergency.
    • Keep any report reference you are given.

  7. Watch for recovery follow-ups.
    If someone contacts you claiming they can recover your money for a fee, or asks for more bank details “to help”, treat it as another possible scam and stop.

What can wait

  • You don’t need to decide right now whether the landlord or supplier was at fault.
  • You don’t need to start a wider dispute today.
  • You don’t need to rewrite contracts or change all your payments today.
  • You don’t need to confront the sender; focus on checking the payment details and protecting your money first.

Important reassurance

This is a known fraud pattern, and pausing to check is a sensible response. Feeling pressured, embarrassed, or unsure is common; banks and reporting services deal with this situation regularly.

Scope note

These are first steps only, to reduce the risk of an irreversible payment and start the quickest recovery routes. Later decisions about reimbursement, disputes, rent, invoices, or complaints may need specialist help.

Important note

This guide is general information, not legal, medical, financial, therapeutic, or professional advice. Processes vary by bank and by how you paid; if you have already sent money, follow your bank’s fraud team instructions even if they differ from general guidance.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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