If you notice an error in a customer's details after Direct Debit ANL correspondence has already been generated and sent, unfortunately, the original correspondence can't be amended. However, in some cases, we may be able to re-issue corrected correspondence. Please follow the steps below:
📌Note: Please ensure that all data entered into Access PaySuite DDCMS is accurate from the outset. Incorrect data can lead to confusion for your customers and may increase the risk of Direct Debit Indemnity Claims.
Make a note of the changes made in the MEMOS for that customer. This is an important record, should an Indemnity Claim be made in future and your customer states that the ANL was incorrect under the terms of the Direct Debit Guarantee.
Please contact our Access Digital Assistant for support. If the assistant can't resolve your query, you're connected to a support agent for further investigation. Please include:
details of the error made
the customer's correct details
the direct debit (bank) reference
We will confirm once we've re-issued the correspondence to your customer.
Please also contact your customer to explain the error and inform them that new correspondence will be issued.