The Direct Debit Guarantee protects customers in three ways:
Notifications – customers must be notified in advance of each payment. Failure to follow notification requirements will result in a merchant being barred from the scheme. This is typically 10 working days before a payment is taken but a shorter notice period can be agreed.
Refunds – customers are entitled to a full and immediate refund of any payment they claim has been taken in error.
Cancellations – customers can cancel a Direct Debit mandate at any time by contacting their bank.
Each of the above protections are enforced by the banks and so form an intrinsic part of the Direct Debit scheme. Refunds and cancellations are processed by the payer’s bank without prior discussion with the merchant.
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