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How to claim
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In the event that an error is made in the payment of your Direct Debit*, either by the organisation or your bank or building society, you are entitled to a full and immediate refund from your bank of the amount paid.

Simply contact your bank or building society. They are responsible for refunding the money - even if the original error was made by the organisation collecting the payment. But remember, if you receive a refund you are not entitled to, you must pay it back when the organisation asks you to.

Full details of the Direct Debit Guarantee.

Should your bank fail to provide a refund under the terms of the Guarantee:
Contact them again 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 our How to com​plain

* The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.​
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