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How to Request or Change Debit Orders and Handle Returns

Summary This article explains how to request charges to be debited from your account, how to change debit order banking details, and what to expect if a debit order is returned.

How to request charges to be debited from your account

  • Confirm your request in writing (for example, by returning a signed quote or emailing the accounts team) stating that you want the charge debited from your account.
  • If required, please sign and return the debit order form provided by Accounts, along with a copy of your bank account confirmation not older than 3 months, so that we can update your debit order details.

Changing the banking details used for a debit order

  1. Complete and sign the debit order form provided by the Accounts team.
  2. Provide proof of bank account not older than 3 months
  3. Return the signed form  and proof to Accounts so they can update banking details.
  4. If you are closing an old account and want the debit order moved to a new account, submit the completed form with the new proof of banking details.

What to provide when a debit order is returned or blocked

  • If a debit order is blocked or returned, send proof of payment (POP) for the invoice in question as requested by Accounts.
  • Accounts may ask for POP for the specific invoice amount before reactivating the account

Effects of failed debit orders and reactivation timing

  • If a debit order is returned or blocked, the account will be suspended until it is brought up to date.
  • An account will be activated once a payment has cleared; this may take up to 48 hours after payment is received.

Who to contact / where to send forms and payment confirmations

Troubleshooting tips

  • If you still need bank details to make a manual payment, request the company’s banking details from the service or Accounts team
  • The banking details are also located on your invoice and statement
  • If your service is suspended due to returned debit orders, provide POP promptly so Accounts can process payment and reactivate the account.

Conclusion To have charges debited from your account, submit a signed debit order form and confirm the instruction in writing with proof of bank account no older than 3 months. If a debit order fails, provide proof of payment so Accounts can clear the payment and reactivate the account (reactivation may take up to 48 hours). If you prefer EFT, indicate that preference and request the company’s banking details.