All banks require at least a day’s notice before the Direct Debit is due to be paid and it is best to check how long your bank needs to do this as it could be as much as three days.
If the Direct Debit has not been cancelled in accordance with your instruction and a further Direct Debit payment has been taken you are entitled to an immediate refund of the amount debited from your bank under the Direct Debit Guarantee. Either contact your bank by phone or write to them, (use the link below to download a standard letter template in Word format for this purpose).
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, except for Bank Holidays). Before calling, please ensure that you have all the relevant details to 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.