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Help A bank transfer was returned or didn’t reach the prisoner

If your bank transfer was returned

The money sent to you was returned because you may have used an incorrect reference.

If so, you’ll get a refund within 4 working days of making the bank transfer. Your bank statement will show ‘GBS RE NOMS AGENCY’ and the reference will be ‘REFUND’.

No money will reach the prisoner.

If your bank transfer didn’t reach the prisoner

It could be because you made a transfer at a bank branch or from an international bank account. If you do this, your payment won’t go through.

That means we can’t credit the prisoner and you’ll have to request a refund.

To request a refund, find the prison address and write to the prison.

Address your letter to the ‘Business Hub’ and confirm:

  • your name
  • your address
  • the prisoner’s name
  • the prisoner number
  • the amount and date you paid
  • the bank branch where you made the payment

The prison will send you a refund by cheque.

If this doesn’t help, please contact us.