Most people never experience an issue with a Direct Debit however, on rare occasions a problem can arise. Usually, this is resolved speedily by your bank or building society, or the organisation collecting the Direct Debit, but if that isn’t your experience, you may want to complain.
How to complain
- If the complaint does not relate to the payment of your Direct Debit, for example you wish to complain about a service, product or the underlying contract which you pay for by Direct Debit or you disagree with the amount shown on the advance notice, you should refer this to the organisation providing the service or goods. They will be able to provide you with more information about their complaints process
- If the complaint relates to an error with the payment of your Direct Debit, begin by contacting your bank. Every bank and building society that is a member of the Direct Debit Scheme has a complaints procedure. To find out about it, ask a member of the bank’s staff or look on the bank’s website. Your bank should be able to resolve your problem however, if you are not satisfied with the way in which your complaint has been handled, you can refer to the Financial Ombudsman Service (FOS). Details of how to complain to the FOS can be found at www.financial-ombudsman.org.uk/consumer/complaints.htm.
As the organisation with responsibility for the Direct Debit Scheme, please be aware that we cannot advise on contractual issues between you and your biller; we are only able to advise on matters relating to the Direct Debit Scheme rules. With regard to any dispute with your bank, as per above, this should be referred to the FOS.
Please note that we do not have the powers to adjudicate on disputes or overturn decisions made by FOS or your bank.
Complaints handling procedure flowchart
Phone: 0330 123 0363* - The helpline is available 9.30am to 5pm Monday to Friday except for Bank Holidays.
* Calls to this number will cost no more than calling a geographical 01 or 02 number in the UK, it is also included in BT’s calling plans (inclusive minutes) other networks may vary.
Dealing with your complaint
We aim to deal with your complaint promptly, nevertheless response times may be impacted by factors outside of our immediate control, for example because of non-availability of information or access to parties we might need to contact.
We will acknowledge your complaint within two working days of receipt, advising whether we can assist you. If we agree to progress your complaint, we will conduct an initial investigation.
Following our investigation, we may require further information from you and will contact you as soon as we are aware of the details. Once our investigation is complete we will write to you with our conclusion.
If you contact us because you are not satisfied with our conclusion, we will acknowledge receipt of your communication.
We will then consider the points you have raised and respond as soon as we are able.
Should we disagree with the points you have made, we will respond explaining why. This will be our final correspondence with you, and we will regard your complaint as closed.
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