If there is an error in your Direct Debit, and its not your fault, you will be entitled to a refund from us under the Direct Debit Guarantee. If you would like to make a claim, please contact our customer services team via the in-app function or email firstname.lastname@example.org and we’ll be able to help you. Please note that we’re entitled to investigate any claim further to be sure that an error has occurred. If accepted, we will immediately credit you with a full refund. If you receive a refund that you’re not entitled to, you must pay it back when we ask you to.