The Bacs complaint procedure for Direct Debits
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 (this could be that the wrong amount has been collected, or funds have been debited on the incorrect date), begin by contacting your bank or building society. Every bank and building society that is a member of the Direct Debit Scheme has a complaints procedure. To find out about it, contact your bank or building society or look on their website. Your bank or building society should be able to resolve your problem but, 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 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 or building society, 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 or building society.
Complaints handling procedure flowchart
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 and this may require us to obtain more information from you.