In most cases, Prosper customers have 36 months to make a recall (credit payment recovery) claim. Reach out to support@prosper.co.uk as soon as possible so we can help you with the claims process.

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If one of the following errors was made, Prosper may be able to help you make a claim to recall the bank transfer, so let us know if your reason for the recall is one of the following:

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• Input the incorrect account number and/or sort code
• Selected the wrong payee
• Duplicated or sent an overpayment to the correct payee
• Forgot to cancel a standing order
• Other (please describe the error)

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These are the steps when handling your recall:

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1. Reach out to the payee (if applicable)

If the transfer made was a duplicate or overpayment to someone you know, we recommend you reach out to the payee directly to try to resolve the issue. This typically results in a faster outcome than making a claim. If the error is resolved in this manner, Prosper doesn’t need to be notified.

2. Contact Prosper support

If (1) is not applicable, reach out to Prosper at support@prosper.co.uk with the following information:

• Description of error
• Date, amount, account, sort code and payee of the actual transfer made
• Amount, account, sort code and payee of the intended transfer

3. Prosper will initiate a claim

Within 2 working days, Prosper will make a claim on your behalf. We will work with you to collect all the relevant information needed. It’s important that you respond to us in a timely manner to ensure there are no delays.

4. Recipient’s bank is contacted

The recipient’s bank will be contacted with the claim and following their own due diligence, will have an opportunity to accept or dispute the claim. Should the recipient’s bank refuse to return the money, both banks will investigate.

5. Receive an answer

If there is no dispute, the money should be returned to you within 20 working days from the date of the claim initiation. If there is a dispute, we will notify you on the outcome of the banks’ investigations also within 20 working days. Should you be unhappy with the result, Prosper will provide you with information on how to resolve the recall on your own.

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