Direct Debits

Does the Direct Debit need to be in my name?

We’re unable to set up a Direct Debit in a name that doesn’t appear on the mortgage. At least one mortgage holder name needs to appear on the bank account, this includes joint accounts.

Can Direct Debits be paid from accounts outside the UK?

No. Direct Debits can only be set up from a UK Bank or Building Society account.

My Direct Debit has collected in error, what should I do?

All Direct Debits are covered by a guarantee. You can contact your bank or building society, complete a Direct Debit indemnity claim form and claim an immediate refund. Or, we can request a refund for you. Call us on 0330 159 7152. You should allow 10 working days for a refund.

Can someone else set up my Direct Debit for me?

No. We can only set up the Direct Debit with the mortgage account holder.

Can I cancel my Direct Debit?

Yes. You can cancel your Direct Debit at any time by calling us on 0330 159 7152, please allow up to five working days for your Direct Debit to cancel. You can also cancel your Direct Debit with your bank, allow one working day for this.

Why have you cancelled my Direct Debit?

If your bank rejects your Direct Debit three times in a row, we will cancel your Direct Debit. This is to help you avoid incurring any unnceccessary fees. We’ll write to you to let you know.

My Direct Debit was cancelled, can I reset it?

Yes, if your Direct Debit has been cancelled within the last two months, please allow 10 working days for your Direct Debit to be reinstated. If it has been longer than two months since you had a Direct Debit in place, please follow the steps in ‘How do I set up a Direct Debit?‘

My Direct Debit has failed, what happens next?

You’ll receive a charge of £6.50 The Direct Debit will usually try to collect again after seven working days. You won’t be charged another fee if this second collection also fails. Can I stop this collection?Yes, you can choose to cancel your Direct Debit either with your bank (up to one working day before the …