I didn’t have enough money in my account – what happens now?
If you didn’t have sufficient cleared funds in your account, your payment instruction will fail. You can retry a failed payment caused by lack of funds through your GoCardless.com account, or by clicking the link in the email provided when the payment first failed.
If you have further problems, please call us on the number shown above.
How secure is my transaction?
DDC are an ISO27001 and ISO9001 certified company, so we take information security seriously, and we have been assessed and approved against a major information security standard. Our certificates are shown below. We only use SSL-encrypted communication protocols to send secure data, and we don’t receive or record your bank details. All of our staff are background-checked, following the UK Cabinet Office’s ‘Baseline Personnel Security Standard’, to verify our employees identity and to ensure they are suitable to work with confidential data.
GoCardless take a number of steps to ensure users data remains safe at all times:
- Access to Direct Debit is provided by RBS, who have approved their systems.
- All servers are hosted in a secure datacentre in the UK – data is never transmitted outside the country.
- GoCardless financial data server is separated from their application server by multiple firewalls.
- All GoCardless client-server communication is 256-bit SSL encrypted.
How long before payment leaves my account?
As with all new Direct Debit transactions, payment takes a little while to set up, so payment will not leave your account for 4 days. For this service we will only ever take a single payment from your account, so you don’t need to worry about unauthorised regular payments leaving your account. Once payment has left your account, it will take a further 3 days to reach our account. In total, it takes around 7 working days for the money to reach our account. You will be able to proceed with your application before payment reaches us, but your application will not be submitted to the DBS until payment in confirmed.
How can I obtain a refund?
If you change your mind about your application, you may be eligible for a partial refund of the fee but how can I obtain a refund?. If the application has already been send to the DBS however, we will be unable to refund your payment. Please contact us to find out more.
The Direct Debit Guarantee offers protection to customers paying by Direct Debit in the rare event that there is an error in a payment. It entitles them to a full and immediate refund of the amount paid, approved automatically by their bank. If a customer receives a refund they are not entitled to, they must pay it back at the organisation’s request. Dispute resolution takes place outside of the Direct Debit scheme.