All FAQs

Direct debits are covered by the direct debit guarantee - so if a business makes an error with a direct debit, their customer can sometimes claim the money back from their bank or building society.

If there's been an error but someone hasn't lost out - and the money was used as it should have been (for example, to pay a mortgage or a credit card bill) - we're unlikely to say the bank or building society should refund the money.

And if someone has claimed the money back, the business that's owed the money - like the card provider - might try to recover that money directly from the person who claimed it.

There's more information about direct debits on our website.

And if you've got any questions, get in touch.