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Cancellation failed
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I cancelled my Direct Debit and a further payment has been taken

Did you cancel the Direct Debit at your bank or with the organisation?
Cancellations should be directed to your bank; it is also advisable to tell the organisation that you are paying. You could do this by sending them a copy of the letter you send to your bank. If you haven’t contacted your bank yet it is best to do so immediately.

Did you allow sufficient time for the cancellation to take place?
Your bank or building society will generally require at least a day’s notice before the Direct Debit is due to be paid. It is best to check how long your bank needs to do this. 

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.

Should your bank fail to provide a refund under the terms of the Guarantee:
Contact them again in writing, escalating the communication to your Branch Manager or Customer Service Manager  and cite the Direct Debit Guarantee.

Should the matter still not be resolved:
Refer to How to complain.

Letter templates

We have developed a library of useful letter templates to aid your correspondence with your bank and the organisation with which you have a Direct Debit. 

Template of a follow up letter to your bank after you have cancelled a Direct Debit and a further payment has been taken​ (25 KB)

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