If a Direct Debit you recognise has been taken from your account incorrectly, you're protected by the Direct Debit Guarantee. This typically applies if the payment was taken on the wrong date, for the wrong amount, or after you had already cancelled your contract. Because you're protected by this scheme, we can help you recover the funds if the merchant is unable to resolve the issue directly. 🛡️
If you don’t recognise a Direct Debit at all, please see our guide on how to report an unrecognised transaction.
Steps to resolve an incorrect payment
Before reaching out to us, we recommend following these steps to get your money back as quickly as possible.
Check your records: Compare the transaction against your invoices or emails from the merchant. Check if they sent any recent correspondence about price changes or updated payment dates. 📄
Contact the merchant: You should always speak to the company that collected the payment first. This gives them a chance to issue a refund or put matters right. It’s a good idea to keep a copy of this conversation, such as an email or a chat transcript, in case you need it later. 💬
Message our support team: If the merchant can’t help, you can let us know through the secure messaging in your app. Please ensure you’re using the latest version of the app before getting in touch. 🫂
Logging a claim
To help us investigate this for you, we will need to Log a Direct Debit Indemnity. When you message us, please provide the following information:
The name of the merchant you are disputing
The specific reason for the dispute, such as an incorrect amount or date
Evidence of your attempt to speak with the merchant
If you previously cancelled the Direct Debit, a confirmation email or receipt showing the cancellation date
How the refund works
Under the Direct Debit Guarantee, you will be reimbursed once our team has raised the claim. We will then send your claim to the merchant for review.
Note: If the merchant provides evidence that the payment was valid and should have been taken, you will be required to pay back the funds provided to you. ⚠️