An incorrect amount has been taken or a payment has been taken on the wrong date
A Direct Debit Instruction should be set up as outlined in How to set up a Direct Debit. When the arrangements are in place you should receive advance notice confirming when the payments will be taken and how much they will be – it is advisable to check this to confirm the details are correct.
If a Direct Debit payment has been taken which is not in accordance with the advance notice received i.e. too much has been taken or the payment has been taken on the wrong date you are entitled to an immediate refund of the amount debited from your bank under the Direct Debit Guarantee. If the payment due date falls at a weekend or on a bank holiday the organisation is obliged to debit your account just after the due date, not before, unless they notify you in advance of a change of date.
To request a refund under the Direct Debit Guarantee, contact your bank in person at the branch, by phone or write to them (use the link below to download a standard letter template in Word format for this purpose).
If however too little was taken, then contact the company taking the payment to arrange additional payment if necessary (it is important to note that insurance policies for example may become invalid if the full premium isn’t paid).
Should your bank fail to provide a refund under the terms of the Guarantee:
Contact them again in writing, (use the link below to download a standard letter template in Word format for this purpose), escalating the communication to your Branch Manager or Customer Service Manager.
Cite the Direct Debit Guarantee and state that your next step is to contact Bacs direct and seek resolution through them.
Should the matter still not be resolved:
Contact Bacs via the Helpline number: 0870 049 2717 (please note that this is a national rate number and calls will be charged at standard operator tariffs, the Helpline is available 9.30am to 5pm, Monday to Friday, excluding Bank Holidays). Before calling, please ensure that you have all the relevant details at hand, including your bank account details and full dates and details of all communications with the bank and company with whom the Direct Debit was raised. We will then investigate on your behalf, via internal banking channels, responding to you within 48 hours.