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Incorrect payments
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An incorrect amount has been taken or a payment has been taken on the wrong date

A Direct Debit Instruction should be set up as outlined in Making payments. When the arrangements are in place you should receive advance notice confirming when the payments will be taken and how much they will be – it is advisable to check this to confirm the details are correct.

If a Direct Debit payment has been taken which is not in accordance with the advance notice received i.e. more has been taken than the amount specified on the advance notice or the payment has been taken on the wrong date you are entitled to an immediate refund of the amount debited from your bank under the Direct Debit Guarantee. If the payment due date falls at a weekend or on a bank holiday the organisation is obliged to debit your account just after the due date, not before, unless they notify you in advance of a change of date.

If you have any concerns (for example you believe the amount on the advance notice is incorrect) you should contact the organisation directly to resolve.

To request a refund under the Direct Debit Guarantee*, contact your bank in person at the branch, by phone or write to them.

If however too little was taken, then contact the company taking the payment to arrange additional payment if necessary (it is important to note that insurance policies for example may become invalid if the full premium isn’t paid).

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. Go to the letter templates section in Direct Debit han​dy tools to access these.

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

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