The Direct Debit Guarantee

The Direct Debit Guarantee is a promise backed by all UK banks and building societies that protects customers from errors or unauthorized Direct Debit payments.

Key protections for customers

• Immediate refund promise: If a Direct Debit payment is taken incorrectly - whether it's the wrong amount, wrong date, or completely unauthorized - the customer's bank must give an immediate refund as soon as the customer reports it. No questions asked, no waiting period.

• Advance notice requirement: Companies must give customers at least 10 working days' notice before taking the first payment or if they want to change the amount, frequency, or date of future payments.

• Easy cancellation: Customers can cancel a Direct Debit at any time by simply contacting their bank - they don't need permission from the company taking the payments.

• Full liability protection: If something goes wrong, it's the bank's responsibility to sort it out and refund the money, not the customer's problem to chase.

How to explain it to customers

"The Direct Debit Guarantee means your bank promises to protect you. If we ever take the wrong amount or at the wrong time, just call your bank and they'll refund you immediately - no forms to fill out or long waits. You're completely protected."