Direct Debit Information

1. About Direct Debit

Direct Debit is a simple, convenient and safe way to make recurring payments. You give us (the Service User) permission to collect payments from your account on agreed dates, and your bank pays on your behalf. Direct Debit is managed under the BACS scheme and is protected by the Direct Debit Guarantee.

2. The Direct Debit Guarantee

3. Your Rights as a Customer

• The right to advance notice — at least 10 working days — of the amount and date of each collection and of any change to it.
• The right to an immediate, full refund if an incorrect amount is taken, or if a collection is made on a date you were not notified of.
• The right to cancel the Direct Debit at any time through your bank or building society, without giving a reason.
• The right to a refund of any payment you authorised for a different amount than the one collected.
• The right to return funds you receive in error when we request it.

4. The Direct Debit Mandate

A Direct Debit mandate (also called an Instruction) is your written authorisation allowing us to collect payments from your account. When our facility goes live, you will set up your mandate on our approved payment partner’s secure hosted page — we do not receive or store your bank details.

• The mandate tells your bank to allow us to collect payments on the dates and amounts we notify you of.
• You remain in control — only the amounts and dates you are notified of in advance may be collected.
• A mandate covers a single bank account; you can set up a new mandate if your account changes.
• A mandate remains active until you cancel it or your account is closed.

5. BACS Scheme Rules & Guidelines

• Collections are made under the BACS Direct Debit scheme, operated by BACS Payment Schemes Limited.
• We will give you at least 10 working days’ advance notice of the amount and date of each collection, and of any change to the amount, date or frequency.
• Notice is normally given on your regular statement or by a separate advance-notice message.
• We will only collect on a working day; collections falling on a non-working day are made on the next working day unless otherwise agreed.
• We use a BACS-approved Direct Debit provider to submit collections on our behalf.

6. Indemnity

The indemnity contained in the Direct Debit Guarantee is provided by your bank or building society. It means that if an amount is collected in error — wrong amount, wrong date, or a collection you did not authorise after advance notice — your bank will refund you immediately on request and reclaim the amount from us. This indemnity is a core protection of the BACS Direct Debit scheme and applies to every Direct Debit on your account.

7. Our Service User Details

These details apply to collections made once our online facility is live. Until then, no Direct Debit is set up through this website and no bank details are collected.

8. How to Cancel a Direct Debit

1. Contact your bank or building society — by app, phone, online banking or in writing — and ask them to cancel the Direct Debit to Drainage Protection Line Ltd.
2. Written confirmation may be required by your bank.
3. Notify us as well, so we can stop any pending collection and confirm your cancellation in writing.

Cancelling the Direct Debit stops further collections but does not by itself cancel your service plan. To cancel your plan, see our Cancellation & Refunds page.

9. Related Documents

• Terms & Conditions — including our payment terms
• Cancellation & Refunds — cooling-off and refund policy
• Complaints — how to raise a dispute