Help, Support and Advice
Welcome to LINK's Help Centre
We will try our best to help you, please use the options below:
Help and advice about LINK cash machines
Please contact us using the contact us form.
Contact your bank or building society as you are their customer and only they have all the details of your account. They can check your account and if necessary, contact the operator of the machine.
You will need to tell them:
- Where the cash machine is.
- The data and time you used it.
- The amount of cash you tried to withdraw.
- The amount of cash you received.
In most cases, a cash machine will wait a few seconds and then retract the cash and your account will be re-credited. If this hasn’t happened, you should contact your bank or building society. They can check your account and, if necessary, contact the relevant operator.
You will need to tell them:
- Where the cash machine is.
- The date and time you used it.
- The amount of cash you tried to withdraw.
You should contact your bank or building society as soon as possible to sort out a replacement. For security reasons, it isn't possible to open a cash machine to get it back.
While most LINK cash withdrawals are free, some of our Members also operate pay-to-use cash machines. We require them to clearly display any charge on the cash machine itself and on screen. Before withdrawing cash, a customer must also positively accept the charge before proceeding.
If you feel this didn't happen, please contact us and we will investigate.
We believe people should have a choice about whether to pay for their cash. The Cash Locator has details of cash machines across the country, and Post Offices too. Click here to find out about everyday banking at the Post Office.
This is the right thing to do. You are their customer, and only they have all your account details. They can contact the relevant operator to resolve your query.
If you are unsatisfied with how they have dealt with your query you should raise a complaint with them, and if you are unhappy with how they handle the complaint you can contact the Financial Ombudsman Service which is a free service, and their details can be found here
If you own a shop or other premises and think it would be a good location for a cash machine, you can contact a LINK Member directly. Click here for details.
Click here to request a new cash machine.
Is your query about a Banking Hub?
LINK independently reviews the impact of all changes to banking provision such as bank branch closures in communities. LINK will recommend new services such as shared banking hubs and cash machines where needed to meet the cash needs of the community as a whole and not just the customers or members of one bank or building society.
A banking hub is a shared banking space available to everyone. The hubs, run by Cash Access UK, have a counter service where customers of all main banks can withdraw and deposit cash, make bill payments, and carry out regular banking transactions every day the hub is open. Also, they have private spaces where customers can speak to someone from their own bank about more complex issues. The banks will be working on a rotating basis, so there will be staff from different banks available on different days.
Whenever a participating bank or building society makes a change to its network (such as a branch closure or reduced opening hours) it notifies LINK in advance. LINK will then assess the location’s needs, looking at what other services are available locally, the size of the location (people and number of shops) and determine whether the community needs a new hub.
In addition, a community can also request a review itself. LINK will then independently assess the needs of that community using the same criteria.
LINK assesses community needs using set criteria for guidance. More information on the criteria can be found here.
Any community can request a review, but if a bank has announced a branch closure within 12 months in the community, LINK will have already assessed the community and a further assessment will not be completed unless the community's circumstances have significantly changed.
To make a request, please complete the form on LINK's website.
When we recommend a new hub, we ask Cash Access UK to deliver it. They will work out the best location and work with their members to provide community bankers. You can find out more about their work at www.cashaccess.co.uk.
The criteria that LINK uses to assess a community’s needs have been developed and agreed after extensive consumer and small business group input, but unfortunately, LINK cannot recommend additional cash services in all communities.
If the circumstances change for your community, a further review can be requested after 12 months, and LINK will reassess the community’s cash needs.
If you feel that your request has not been handled fairly, please complete the LINK complaint form.
If you feel that LINK has not handled your complaint fairly, then an Independent Assessor can make an assessment of LINK's handling of your complaint. The Independent Assessor cannot require LINK to change its decision but can publicly recommend an alternative decision where appropriate.
More information on the Independent Assessor (including contact details) can be found here.
Please click here to read our Privacy Notice.
Is your query about something else?
What should I do if I want to tell you anything else or have feedback about LINK?
Please use the LINK contact form.
If you have a complaint please contact us below
Contact the LINK Complaints Manager at complaints@link.co.uk.
If you would like to contact us about how your personal data is processed, please email the Data Protection Officer at dpo@link.co.uk.
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