If a collection looks like a duplicate, or the amount is not what you expected, it is worth checking a few things before assuming an error — and you have a clear route to a refund if one was genuinely made in error.
Check these first
- Compare the amount against your latest Direct Debit notice and statement — the figure may have changed for a normal reason such as an overpayment or, on Flex, a different balance.
- Check whether a separate one-off payment or settlement is showing alongside your scheduled collection.
- Confirm the dates — a collection shifted from a weekend can look out of place.
If it is genuinely wrong
Under the Direct Debit Guarantee, if a Direct Debit is taken in error you are entitled to a full and immediate refund from your own bank. You can claim directly with your bank. Please also tell us, so we can correct our records and make sure the same thing does not happen again.
For card or transfer errors
The Direct Debit Guarantee does not apply to card payments or bank transfers. If you overpaid by card or transfer, contact us with the date, amount and reference and we will review the account and arrange to return or reallocate anything paid in error. As an exempt business lender we are outside the Financial Ombudsman Service, but we will deal with a genuine error fairly and promptly.
See also: How long does a payment take to clear?, Why was my card payment declined? and I paid twice by mistake — what should I do?.