DD Indemnity claim

kneesandjoints

When making a dd indemnity claim, are you supposed to contact the receiving merchant if you did not set up the direct debit? or are you supposed to contact your own bank directly to raise the issue?

Ergates

Your own bank - they should contact the other banks.

kneesandjoints

my thoughts exactly. As per the DD guarantee they are obliged and should also give you a full and immediate refund. I have contacted my bank eight days ago about the situation; they said have I contacted the merchant...? (why would I contact the merchant I'm contacting you, my bank....!?)

Flobberchops

The DD Guarantee is there to protect you if the company take payments that weren't due, or earlier than agreed, or if the amount is wrong. If you didn't set up the DD then your banks should be treating this as fraud.

18cc

make a complant - you might get your refund and £25 compo!

PRAISETHESUN

Make sure it isn't a long lost subscription or anything like that before you ask your bank to cancel it - removing the payment method won't remove any obligation to pay money that you owe.

That said, you need to direct your complaint towards your bank. They should provide a full and immediate refund of the money and any fees/interest charges you have to pay.

kneesandjoints

Can I confirm with the intellectuals on this forum. When you raise a complaint/indemnity claim to your bank, is the bank supposed to refund the amount that same day? or is it a 24 hour period? or 48 hour period? What is the actual process on it?


It seems like this bank is taking a very, very long time to action this refund which I have raised to them.....

p00hsticks

kneesandjoints wrote: »

Can I confirm with the intellectuals on this forum. When you raise a complaint/indemnity claim to your bank, is the bank supposed to refund the amount that same day? or is it a 24 hour period? or 48 hour period? What is the actual process on it?

It seems like this bank is taking a very, very long time to action this refund which I have raised to them.....

According to this.....

https://www.directdebit.co.uk/DirectDebitExplained/Pages/DirectDebitGuarantee.aspx
.... it's supposed to be 'immediate'

- but that's assuming that the DD guarantee route is the appropriate one to take (i.e, that the bank has made an erro in the amount or day on which the direct debit is taken).

From your previous posts, it sounds like you are saying that an organisation you aren't aware of has presented a direct debit mandate to your bank , I'm not sure that invoking the guarantee is the appropriate action to take.

Terry_Towelling

If you didn't set up a direct debit with a retailer, you tell your bank. They should then obtain a copy of the direct debit mandate for you to inspect and should refund your account immediately pending.

When you've seen the direct debit mandate, if you still don't recognise it, your bank will cancel it and the refund will stay on your account. If you do recognise it after all, it will be reinstated and your account will be debited again.

At least that's what it says if you follow the link in p00hsticks' post and select the appropriate link within the site. I selected the 'Organisation Unknown' option.

kneesandjoints

thanks for all the responses, and I too believed that that was the correct route. The only form for this to contact them is via e-mail. It has now been 10 days of going back and forth (with them taking a whole week not responding back to me, and myself having to re-send the email again; for them to tell me the same information; of which I quoted direct debit guarantee legalese to them)…. and yet still waiting.


If no updates by Monday of next week the latest, I will be raising the complaint to their complaints department and then onto FOS....


(If this is the correct route to take....)

badger09

Which company does this DD relate to?

Have you ever had any relationship with them?