We would like to apologise to our customers who have experienced a duplicate direct debit payment being taken from their bank account. We would like to reassure you that we're talking to Allpay, our payment partner, who is currently investigating the matter and working to ensure this does not happen again.
We’re really sorry this has happened and we understand how inconvenient this may be, especially at this time of year.
We will be updating this page over the course of the day, so please revisit for further update.
How to claim your money back
If you have been affected by this, AllPay has advised that you can raise an indemnity claim under the Direct Debit Guarantee with your bank to reverse the duplicate payment.
It is important that you only request the duplicate payment to be reclaimed to prevent your rent account from going into arrears.
The indemnity claim process
Under the Direct Debit Guarantee, the rules around refunds are particularly strong in favour of you, the customer. You can request a refund (known as an "indemnity claim") for any payment, and provided your bank agrees with the validity of your indemnity claim, you will receive an immediate refund. There is no time limit on when indemnity claims can be made.
To raise an indemnity claim, you need to notify your bank that there has been an error. This "error" is defined broadly, and includes any dispute about the amount taken.
Your bank should accept your word as the payer, and will immediately credit you with a full refund. They will then notify AllPay of the indemnity claim. The amount refunded to you will be reclaimed from the merchant automatically 14 working days later.