Indemnity claim


i been CHARGED extra on direct debit. i requested tide to make a indemnity claim as i have proof i been charged extra from the marchant. after providing proof of over charge i been asked so many question which doesn’t even make sense.
according to direct debit scheme i should get a refund asap after providing a proof of error made.
but tide has shown no respect to there cusotmer.
they asked question around 1pm today i replied still i have not been contacted yet. it seems like they do not want to answer.
i have spoken financial ombudsman and they said according to DIRECT DEBIT GUARANTEE .

Direct Debit Guarantee

Your rights

Organisations using the Direct Debit Scheme go through a careful vetting process before they’re authorised, and are closely monitored by the banking industry. The efficiency and security of Direct Debit is monitored and protected by your own bank or building society.

The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit. The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.​

Direct Debit Guarantee

  • The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
  • If there are any changes to the amount, date or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request
  • If an error is made in the payment of your Direct Debit, by the organisation or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society
    • If you receive a refund you are not entitled to, you must pay it back when the organisation asks you to
  • You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify the organisation.


Hi @krstradersltd, we’re sorry to hear you have been charged the wrong amount on your Direct Debit. Please rest assured that your dispute is being dealt with by our dedicated team. My colleague Ryan has come back to you to request further documentation from you - I’m afraid we need those to complete our investigations and further assist you. Please send these documents via the in-app chat at your earliest convenience so we can help you with this.
Thank you, Ali

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