Direct Debit & Payments

Advance notice

When you set up a Direct Debit, you should receive advance notice of the amount to be collected and the collection date. Advance notice may also be provided if the amount or collection date changes.

Why advance notice matters

Advance notice helps customers budget for collections and query a payment before it is debited. It also helps reduce failed payments, cancellations and payment disputes.

Collection timing

Collections should normally take place on or within three working days after the agreed date. If a collection cannot be made in that timescale, fresh advance notice may be required.

Direct Debit Guarantee

Organisations that collect payments by Direct Debit must follow the Direct Debit Guarantee. This includes giving required advance notice, allowing payers to cancel at any time and providing a refund if an error is made by the organisation, bank or building society.

Consent and plan details

When you sign up to a repair plan, you may be asked to confirm the appliances included, the plan amount, duration and that you have read and agreed to the terms and conditions.

Payment disputes and complaints

If a payment dispute or payment complaint is raised, we will aim to review the matter promptly and record the response and actions taken.