Dear Member,

We're writing to let you know that we've identified an error that affected a transaction fee charged to your account between December 2025 to February 2026.

This occurred following a recent update to how fee exemptions are to be applied. As a result the fee charged was not waived correctly for your account. We're sorry this occurred.

We have calculated the correct amount and have refunded the difference directly to your account on 10 April 2026.

You don't need to do anything further, but if you have any questions, please contact us on 0800 727 2265.

Kind regards,

Shane Evans
General Manager Retail