If your customer believes a payment was taken without their authorisation, or if the amount was wrong, here's what happens:
1. The customer contacts their bank.
2. The bank refunds the full amount immediately. No waiting period. No questions asked.
3. The bank then investigates the claim with the collecting business.
This is part of the Direct Debit Guarantee and applies to every Direct Debit in the UK, not just payments through NRTH.
For businesses, this means your customers can feel confident knowing they're fully protected. It's one of the biggest reasons Direct Debit is trusted by millions of people across the country.