FAQs - Your questions about coronavirus

If my Direct Debit still came out as I wasn’t able to cancel it in time, but I need the money, what should I do?

Sam Wooller, Customer Experience Communications Manager
Thursday, 02 April 2020

If you are in financial difficulty and have already requested a payment holiday, our team will be able to refund you for payments you were unable to cancel. Direct Debit payments will only be refunded should your circumstances require it.

To do this please reply to the email you receive confirming your payment holiday. You will need to explain to our team your circumstances and that you need a Direct Debit refunding. At this point our team will be able assist you with a refund.