Why is my Direct Debit delayed?

Direct Debit is the payment method we use to collect monthly mortgage payments from our customers.

Written by John Cullen
Updated over a week ago

Some payment methods (card payments, for example) immediately provide you with a payment status when a transaction is attempted, but other methods have a delay.

Bacs Direct Debit is a delayed notification payment method. This means it takes 3 business days to confirm whether the payment has been successful or if it's failed when a mandate is already in place. When a new mandate is to be collected, it can take 5 business days.

Payment methods with delayed notification can’t guarantee payment during the delay. Instead, your payment will be classified as "processing" until the payment status updates to either successful or failed.

Under the Direct Debit guarantee, you, the customer, have extra protection. If there is a mistake with the payment, you are entitled to a full and immediate refund. And Bacs Direct Debit requires that customers are notified of the following:

  • When payment details are initially collected and confirmed

  • Each time a debit will be made on their account

As our customer, you'll automatically receive emails from our payment provider Stripe on the above occasions.

You can read more on about Direct Debit here.

Please note- it can take up to 5 working days for your mortgage payments to clear from your account.

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