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Cancellation failed
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You cancelled a Direct Debit and a further payment has been collected

 

Did you cancel the Direct Debit at your bank or building society or with the billing organisation?
Cancellations should be directed to your bank or building society but it is also advisable to tell the organisation that you are paying too. You could do this by sending them a copy of the letter you send to your bank or building society. If you haven’t contacted your bank or building society 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 collected you are entitled to an immediate refund of the amount debited from your bank under the Direct Debit Guarantee. Just contact your bank or building society and they will be able to assist you.

Should your bank or building society fail to provide a refund under the terms of the Guarantee:
If your claim fails within the scope of the Guarantee, and your bank or building society has failed to provide a refund, then you should 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 or building society and the organisation with which you have a Direct Debit. 

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

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