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A direct debit was taken after you cancelled

There are two separate things here: the agreement with the company, and the direct debit instruction held by your bank. Cancelling one does not always stop the other, which is why a payment can still go out.

Check first what you actually cancelled and when. A cancellation confirmation email, a screenshot of the account page, or a chat transcript with a date on it is the piece that matters.

Then speak to your bank. UK direct debits are covered by the Direct Debit Guarantee, and your bank can tell you whether the payment qualifies for a refund under it and how long that takes.

Give this to Feoh

Answer a few questions and Feoh works out the next step, lists the evidence to keep and writes the message for you to send.

Sort this direct debit with Feoh

What to gather first

  • The date you cancelled and how you cancelled
  • Any cancellation confirmation, email, reference or screenshot
  • The bank statement line showing the payment, with date and amount
  • The name on the direct debit as it appears in your banking app
  • Whether the direct debit instruction is still listed as active

What to do

  1. 1Find your cancellation evidence and note the exact date.
  2. 2Check your banking app for the direct debit instruction and cancel it there as well if it is still active.
  3. 3Ask your bank about a refund under the Direct Debit Guarantee, quoting the date and amount.
  4. 4Tell the company in writing that you cancelled on a stated date and ask them to refund the payment and confirm the agreement is closed.
  5. 5Set a date to follow up, and keep the bank's and the company's replies together.

Questions people ask

Should I cancel the direct debit at my bank as well?
Cancelling at the bank stops further payments, but it does not end the agreement with the company. Do both: cancel with the company in writing, and stop the instruction at the bank.
What is the Direct Debit Guarantee?
It is the protection scheme that applies to UK direct debits. Your bank is the one who decides whether a particular payment is covered, so ask them directly and note what they tell you.
The company says they never received my cancellation. What now?
Send them your evidence with the date, ask them to confirm in writing what they hold on the account, and ask for their formal complaints procedure if they still disagree.

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