Incorrect payments

An incorrect amount has been debited or a payment has been collected on the wrong date


A Direct Debit Instruction should be set up as outlined in Making payments. Once the Direct Debit has been set up you should receive advance notice confirming when the payments will be collected 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 collected which is not as outlined in the advance notice. I.e. more has been collected than the amount specified or the payment has been taken on the wrong date you are entitled to an immediate refund of the amount collected from your bank or building society 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*, you should contact your bank or building society. 

Please note that you may still be required to pay the collecting organisation the amount owed, if this is the case then you should contact them to arrange this.

If, however too little was collected, then contact the company collecting the funds 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 or building society fail to provide a refund under the terms of the Guarantee:
If your claim falls within the scope of the Guarantee, and your bank or building society has failed to provide a refund, then you should 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 or building society and the organisation with which you have a Direct Debit. 

Template of a letter to your bank or building society if an incorrect payment is collected or a payment is collected on the wrong date​ (25 KB)

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

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