After you’ve settled a facility, you’ll want to stop the Direct Debit so nothing collects in error — but timing matters, so a final scheduled collection doesn’t clash with your cancellation.
The safe order
- Confirm the facility shows settled and the balance is zero.
- Check no collection is still scheduled in the next few days.
- Cancel the mandate — either in the portal or with your bank.
- Watch the account briefly to confirm nothing collects.
If something does collect
If a collection lands after you’ve settled — for example a payment already in flight — it’s refundable. The Direct Debit Guarantee also entitles you to a refund from your bank for anything taken in error. Contact us with the date and amount and we’ll return any overpayment to your account.
Most of this is self-service in your customer portal, which is the fastest route and available at any time. Where a change needs our team to verify it, we say so and give a realistic turnaround so you can plan around it.
See also: How to confirm your facility is fully closed, How do I cancel a Direct Debit and still pay?, Getting a refund after settlement.