Switch Issue

JPin

I switched recently from Halifax to Nationwide, switch was completed on 2nd December 2021. I changed my mortgage direct debit details to Halifax on the 10th November and it came out of my Halifax account as normal on the 28th of November. However, Halifax did not send this direct debit across to Nationwide and it caused a default and a missed payment in December. I asked Halifax to investigate this. They firstly advised the direct debit was not registered on the Halifax account and they did 3 sweeps of my account for direct debits, including on the 2nd of December and none were found. An additional investigation by Halifax uncovered that the direct debit was logged with Halifax and paid on the 28th of November but as it was only registered on the 10th of November it was missed and is subsequently not Halifax's problem. 

Is Halifax correct?

eskbanker

No, I don't believe that Halifax are correct - the switching service must port all payment arrangements made more than 7 working days before the switch, so one registered on 10 November should definitely have been transferred in a switch three weeks later:

The Current Account Switch Service will take care of all payment arrangements at your old bank up until 7 working days before your agreed switch date. If you want to set up new payment arrangements during the 7 working day period leading up to your switch date you must do this on your new account.

However, it's Nationwide's responsibility to tidy up the mess:

My Direct Debit hasn’t moved across after I’ve switched. What do I do?

If you're missing a Direct Debit and your switch is complete, contact your new bank. Remember all payments are covered by the Current Account Switch Guarantee and any charges or interest incurred on your old or new account as a result of the error will be refunded.

https://www.currentaccountswitch.co.uk/help-support/

JPin

Both are denying responsibility, I'm not sure there is anything I can do.

Daliah

You can raise formal complaints.