Q. What is Direct Debit?

A. Direct Debit is a simple, safe and speedy way to pay regular bills and subscriptions automatically from your bank account. You agree with the organisation the amount to be collected and the date of payment. From then on the amount will be deducted from your account on a regular basis. The organisation can only take the agreed amount. If they need to change the amount or collection date, they have to notify you first.

Q. How do I set up a Direct Debit?

A. You can either complete a Direct Debit Instruction, which is available to print off and return it to us (Download and print Council Tax Direct Debit Instruction, and Business Rates Direct Debit Instruction), or alternatively you can set up Direct Debits over the telephone (call 020 8430 2000) or via the Internet (fill out an Online Council Tax Direct Debit request form or fill out an Online Business Rates Direct Debit request form). We will then forward your instructions onto your bank authorising them to allow payments to be collected from your account to us.

Q. What information do I need to set up a Direct Debit?

A. Checklist:

• Name and address of your bank or building society
• The name(s) of the account holder(s)
• Your bank or building society account number
• The branch sort code (see your cheque book).

Q. What do I do if I have a query about a Direct Debit?

A. Speak to your bank or building society.

Q. Can Direct Debits be paid from any account?

A. Most current accounts at banks and building societies can be used to make Direct Debit payments. Some special deposit accounts also allow them - just ask at your branch.

Q. If I set up a Direct Debit over the telephone or via the Internet what record will I have of the agreement?

A. You will be sent written confirmation of your Direct Debit Instruction within three working days of the telephone call or other online sign up, or alternatively no fewer than 10 working days before the first collection. Simply check the details and contact us if you have a query. Regardless of what method of sign up you agree to, you are still fully covered by the Direct Debit Guarantee.

Q. Can I authorise a third party to sign up giving my account details over the phone or via the Internet?

A. No. Only the account holder can set up the Direct Debit Instruction. In this case we would forward a paper Direct Debit Instruction to you for authorisation.

Q. Once it is set up, do I have to do anything?

A. No, other than making sure you have sufficient funds in your account when the payment is due. To assist with this we will give you advance notice of the collection dates and amounts, whether you set up a Direct Debit by the telephone, Internet or by completing a paper Direct Debit Instruction. It is a good idea to check your bank statement regularly to ensure that all your Direct Debits are going out as shown on your advance notice.

Q. Will the payment always be on the same day every month?

A. Normally payments will be made on the same day each month, quarter or annually according to the payment frequency. If any payment due date falls at a weekend or on a bank holiday, we are obliged to debit your account just after that due date unless we notify you in advance of a change of date.

Q. What if changes are needed?

A. If either the amount you owe, the frequency or the payment date changes, we have to notify you in advance (normally 10 working days) of your account being debited. This gives you time to get in touch with us if necessary.

Q. How do I cancel a Direct Debit?

A. If you need to cancel a Direct Debit, simply write to your bank or building society. It is also a good idea to send a copy to us . Your bank or building society can make the cancellation up to and including the due date, but try not to leave it until the last minute or you run the risk of a payment being made. Remember that cancelling the Direct Debit simply stops paying the organisation. You will have to organise an alternative payment method.

Q. Can I cancel a Direct Debit over the telephone or via the Internet?

A. Usually, however written confirmation may be required. We also recommend you notify the organisation concerned.

Q. What information should I provide in order to cancel?

A. Checklist:

• The name of the organisation being paid
• The branch sort code (see your cheque book)
• The name(s) of the account holder(s)
• Your bank or building society account number
• Your customer reference with the organisation (if possible)

The more information you can give, the easier it will be for the bank or building society to action.

Q. Can money be collected from my/our account after I have cancelled a Direct Debit Instruction?

A. No. The organisation would have to obtain your authority to reinstate a cancelled instruction.

Q. Who actually controls Direct Debit payments?

A. The bank or building society that holds your account is responsible for all aspects of the running of that account. They are therefore answerable for all payments, including those made by Direct Debit.

Q. Who makes sure that the organisations collecting money are reputable?

A. All organisations using the Direct Debit system are sponsored into the Scheme by their bank or building society. They are checked for integrity, sound financial standing and administrative capability before being permitted to offer Direct Debit to their customers.

Q. How do I get back any money paid in error?

A. If any payment is made in error, you should contact your bank or building society who are responsible for giving you a full and immediate refund - even if the original error was made by the organisation collecting the payment.

Q. How can I be sure my account is safe from fraud?

A. It's very unlikely that this will ever occur because organisations using the Direct Debit Scheme go through a careful vetting process before they're authorised, and are closely monitored by the banking industry. But if money were to be drawn from your account fraudulently you'd be protected by the Direct Debit Guarantee, and would be entitled to an immediate refund from your bank or building society.

Q. What is the Direct Debit Guarantee?

A. This Guarantee is operated by all banks and building societies that take part in the Direct Debit Scheme. The efficiency and security of the Scheme is monitored and protected by your own bank or building society.

If the amounts to be paid or the payment dates change, the organisation will notify you normally 10 working days in advance of your account being debited or as otherwise agreed.

If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid.

You can cancel a Direct Debit at any time by writing to your bank or building society. Please also send a copy of your letter to the organisation.

Q. What is a dormancy period?

A. All banks hold details of Direct Debit Instructions on file for a minimum period of 13 months from lodgement of the Direct Debit Instruction in the event of no collections, or from the date of the last payment.

Q. What happens to a Direct Debit Instruction at the end of a dormancy period?

A After the dormancy period has passed, a paying bank will remove details of the Direct Debit Instruction from their system. Before claiming further Direct Debit payments the organisation must obtain a new Direct Debit Instruction or your authority to continue collecting. If this is not done your Direct Debit payment may be returned by your bank.

Q. Why has a dormancy period been introduced?

A. The dormancy period rule was introduced as a safeguard to the Direct Debit Scheme to protect payers from Direct Debit Instructions being live on their account indefinitely. So if you should forget to cancel a Direct Debit it will be removed from the banks' system after the dormancy period has lapsed.