Why haven't you taken my Direct Debit?

 Your direct debit may not have been taken if your payment date falls on a non-working day or bank holiday. If your payment date falls on a weekend or bank holiday, and it’s not the last day of the month, we will usually collect your payment on the next available working day.

For example, if your payment was due on the 25th or 26th December 2025, as these were non-working days, we collected your payment on the next available working day (29th December 2025).

If your payment date is the last day of the month and this falls on a non-working day, we will collect the payment on the last working day of that month. For example, if your usual payment date is the 31st and this falls on a Saturday, your payment will be taken on Friday 30th.

If this doesn’t explain why your Direct Debit hasn’t been taken, please contact us on 0333 200 0030. Our lines are open Monday to Friday, 9am–6pm, excluding bank holidays.