Direct Debit - Frequently Asked Questions

Frequently asked questions about Direct Debits, including how to set up a Direct Debit.

How do I Set up a Direct Debit?

To set up a Direct Debit you can either:

  • Call 0330 159 6612*, 8.30am – 6pm Monday – Friday. You will need your Bank account number, sort code and name as it appears on your bank account.
  • Or download a mandate form and send to the address on the form.

Please allow at least a minimum of 4 working days for your Direct Debit to be set up.

Please Note: If your monthly due date has passed or there are less than 4 working days left in the month your Direct Debit will be set up for the following month and you will need to arrange to pay another way for the current month.

Can I change the bank account my Direct Debit comes out of?

Yes, please follow the same process for 'How do I set up a Direct Debit?'

Can I change the day my Direct Debit payment is made?

Yes, please call 0330 159 6612*, 8.30am – 6pm Monday – Friday and we will guide you through the process.

Please call at least 2 working days after your last payment and allow at least a minimum of 4 working days for your new Direct Debit to be set up.

Please Note: If your monthly due date has passed or there are less than 4 working days left in the month your Direct Debit will be set up for the following month.

What will happen if my Direct Debit due date falls on a weekend/bank holiday?
  • The Direct Debit will automatically collect on the next available working day.
  • If the next available working day happens to be in the following month, your payment will be backdated accordingly. This will have no impact on your credit file.
What will happen if my Direct Debit due date is the last day of the month?
  • If your due date is toward the end of the month (i.e. 29th, 30th or 31st) and this falls on a working day in that month, the Direct Debit will be collected automatically on this date.
  • If the month has less than those days (i.e. your due date is the 29th of the month but February only has 28 days) it will automatically try to collect on the last day of the month instead.
  • If this day is weekend/bank holiday, the Direct Debit will instead automatically collect on the next available working day.
  • If the next available day happens to be in the following month, your payment will be backdated accordingly. This will have no impact on your credit file.
Can I specify the amount taken by Direct Debit?

Yes, as long as it is your full monthly mortgage amount or more.

Can someone else set up my Direct Debit for me?

No, we can only set up a Direct Debit with the mortgage account holder.

Can I cancel my Direct Debit?
  • You can cancel your Direct Debit at any time, please allow up to 5 working days for your Direct Debit to cancel.
  • You can also cancel your Direct Debit with your bank, please allow 1 working day for your Direct Debit to cancel.
Why have you cancelled my Direct Debit?

If your Direct Debit has failed to collect for two consecutive months due to insufficient funds we will cancel your Direct Debit in order to ensure you do not incur any unnecessary fees. We will try to contact you to establish the best method of payment for you.

My Direct Debit was cancelled, can I reset it?
  • Yes, if it is has been cancelled within the last two months, Please allow at least 4 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 same process for 'How do I set up a Direct Debit?'
My Direct Debit has failed, what happens next?
  • The Direct Debit will usually try to collect again 7 working days later.

Can I stop this collection?

  • Yes, you can choose to cancel your Direct Debit either with your bank (up to 1 working day before the collection is due) or us (up to 4 working days before the second collection is due), call 0330 159 6612*, 8.30am – 6pm Monday – Friday to cancel your Direct Debit and arrange to pay another way.

Does it matter if the second collection falls in the next month?

  • Yes, this may affect your credit file (and your eligibility for a payment holiday) call 0330 159 6612*, 8.30am – 6pm Monday – Friday to cancel your Direct Debit and arrange to pay another way. We can reinstate your Direct Debit at a later date. Please see 'My Direct Debit was cancelled, can I reset it?'
I’m leaving/redeeming, should I cancel my Direct Debit?
  • We recommend you cancel your Direct Debit as soon as you have paid money into your account to redeem your mortgage.
  • If a Direct Debit is received after a mortgage has redeemed, a refund will be made directly back to the bank account it came from within 10 working days.
Does my Direct Debit change every time my monthly mortgage amount changes?

Yes, your monthly mortgage amount will automatically change. For example, if you make overpayments or if there is an interest rate change. We will always contact you at least 4 working days beforehand to advise of any changes to your Direct Debit. You do not have to contact us.

Does the Direct Debit need to be in my name?
  • We are unable to set up a Direct Debit in a name that does not appear on the mortgage.
  • At least one mortgage holder name needs to appear on the bank account, this includes joint accounts/trading 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, fill in a direct debit indemnity claim and claim an immediate refund.
  • Or, we can request a refund for you. Call 0330 159 6612*, 8.30am – 6pm Monday – Friday please allow 10 working days for a refund.