If your company has paid the same amount twice, perhaps a manual transfer went out shortly before a Direct Debit was collected, contact us as soon as you notice. A duplicate payment leaves a credit on your facility, and we can put it right.
What to do first
- Note the dates, amounts and references of both payments.
- Tell us which one was the intended payment and which was the duplicate.
- Hold off on cancelling anything at your bank until we confirm what has reached us, so you don't accidentally reverse the wrong payment.
How we resolve it
Once both payments have cleared and we have confirmed the duplicate, we refund the surplus to the business bank account it came from. Alternatively, the credit can be held against your next scheduled payment if that suits your cash flow better.
Preventing it next time
If you have an active Direct Debit, you usually do not need to make a manual payment as well. Check whether a collection is already scheduled before sending a one-off transfer, and always use your facility reference so payments are matched correctly.
Facilities are available only to UK limited companies and LLPs for business purposes and fall outside the FCA consumer-credit regime, so the Financial Ombudsman Service and FSCS do not apply.
See also: Should I borrow to take a supplier's early-payment discount?, I think I was charged twice or for the wrong amount — what should I do? and Can my company make a partial payment if it cannot pay in full?.