Spotted a direct debit you don't recognise? You can get a full refund quickly under the Direct Debit Guarantee. First, make sure it isn't just a different trading name. If it's definitely not yours, cancel the setup in your app right away and message our support team. We'll raise a claim to get your money back. 🔒
1. Double-check the company name
Sometimes businesses use a different trading name on bank statements. Take a quick look at your recent receipts or invoices. Try to match the exact amount and date to see if it's a legitimate bill you simply forgot about. 🔎
2. Cancel future payments in the app
If you're sure the transaction isn't yours, stop any future payments immediately. Open the app, go to your scheduled payments, and cancel the active direct debit. Read our guide to managing scheduled payments if you need a hand. 🛠️
3. Message our support team
Once you cancel the payment, send us a message through the app. To help us raise your claim quickly, please give us these details:
The name of the company that took the money
The exact amount and date of the payment
A quick note confirming you didn't authorise it
What happens next
We'll refund your money as soon as we start your claim under the Direct Debit Guarantee. We then pass the details to the merchant so they can review what happened.
⚠️ Critical: If the merchant proves the direct debit was valid, we'll have to reverse the refund. In those rare cases, you'll need to pay the money back to your business account.