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Your bank/building societyYour bank or building society is key to resolving any Direct Debit issue and refunding any money taken in error.
The company/organisation that you are paying by Direct Debit (sometimes referred to as the originator or service user)You will set up a Direct Debit directly with the company that will collect monies owed, and this may be done over the phone, the internet, or in writing. You should inform them of any problems that you have with the payment – particularly if it means that you miss any payments due – they are responsible for ensuring that Direct Debits are collected in accordance with the advance notice issued. Responsibility for re-paying any money taken in error* however, rests with your bank under the terms of the Direct Debit Guarantee.
Bacs Payment Schemes LimitedBacs is owned by the leading banks and building societies in the UK and Europe. It is responsible for the scheme behind the clearing and settlement of Direct Debits in the UK. Whilst Bacs doesn’t have a direct relationship with consumers, it has a role in ensuring that the scheme operates effectively and that organisations using the service maintain standards.
The Financial OmbudsmanThe Financial Ombudsman is the independent service for settling disputes between consumers and businesses providing financial services. You can contact them at www.financialombudsman.org.uk.
* The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.
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