Your bank/building society

Your bank or building society is key to resolving any Direct Debit issue.  As part of the Direct Debit scheme they are bound by the Direct Debit Guarantee.  Under the Guarantee it is up to them to resolve any issues that you have over a Direct Debit and also to repay any money owed to you as a result of a Direct Debit problem.

The company/organisation that you are paying by Direct Debit (sometimes referred to as the originator or service user)

You will set up a Direct Debit direct with the company to whom the money is being paid, and this may be done over phone, the internet, or in writing.  You should inform them of any problems that you have with the payment – particularly if it means that you miss any payments due – they are responsible for resolving any problems you have with your Direct Debit. Responsibility for re-paying any money taken in error however, rests with your bank under the terms of the Direct Debit Guarantee.

Bacs Payment Schemes Limited

Bacs is owned by the leading banks and building societies in the UK.  It is responsible for the scheme behind the clearing and settlement of Direct Debits in the UK. Whilst Bacs doesn’t have a direct relationship with consumers, it has a role in ensuring that the scheme operates effectively and that originators/service users maintain standards and so can act as a facilitator to settle disputes. 

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.

The Financial Ombudsman

The Financial Ombudsman is the independent service for settling disputes between consumers and businesses providing financial services - if Bacs are unable to resolve your issue you can contact them at www.financialombudsman.org.uk