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Recurring Payments - Consumer Protections & Your Rights

Last Updated: 1 April 2026

We are committed to making recurring open banking payments safe, transparent and fair.

This page explains your rights when you set up and use a Recurring Payment.

What are Recurring Payments?

A Recurring Payment allows you to authorise a merchant to collect payments directly from your bank account using open banking.

When you agree to a Recurring Payments Mandate, you set:

  • Payment limits (maximum amount)

  • Frequency or timing rules

  • Duration of the arrangement

Payments can only be made within the limits you have agreed to as per that Mandate, which is tied to the merchant.

Cancelling a Recurring Payment Mandate

You can cancel a Recurring Payment Mandate at any time.

Cancellation:

  • Stops future payments under that mandate

  • Does not automatically refund past payments

You can cancel by:

  • Using your bank’s interface, or

  • Using your merchant’s website or app, or

  • Contacting us directly

Once cancelled, no further payments will be taken under that mandate. Please note that cancelling further payments may impact the delivery of your ongoing service.

If You Think a Payment Is Wrong

If you have a question about goods or services, you should contact the merchant first.

If you believe:

  • A payment was taken without your permission, or

  • A payment was taken for the wrong amount

You should contact your merchant to resolve the issue.

If you are unable to resolve the issue with the merchant, you may contact:

Time Limits for Raising a Dispute

If you believe a payment was taken without your permission or incorrectly executed, you must notify your bank:

  • Without undue delay

  • And no later than 13 months after the debit date (subject to limited exceptions under applicable law)

If you notify your bank within this timeframe and your claim meets the legal conditions, you may be entitled to a refund.

Refund Rights

Under the Payment Services Regulations 2017:

  • You may be entitled to a refund for transactions that you don’t recognise or did not approve

  • Your bank will assess the claim in line with legal requirements

If a refund is due under the law, it will be processed in accordance with regulatory timelines.

How Disputes Are Managed

Whichever payment entity you contact first will manage your dispute case.

They will:

  • Review the details of your concern

  • Determine whether the payment was authorised

  • Assess whether a refund is required under the law

If the issue relates to goods or services, the merchant may need to resolve that directly with you.

Fraud

If your concern relates to suspected fraud, it will be handled under established fraud procedures in line with applicable regulations.

Vulnerability & Financial Difficulty

If you are experiencing financial difficulty or vulnerability:

  • You may contact the merchant to discuss forbearance or alternative arrangements

  • If you inform us that you are vulnerable, we will treat your case with additional care and sensitivity

Complaints

If you are not satisfied with how your issue has been handled, you can make a formal complaint to us.

We will:

  • Acknowledge your complaint

  • Investigate it fairly

  • Provide a final response within the regulatory timeframe (normally within 8 weeks)

If you remain dissatisfied, you may escalate your complaint to the Financial Ombudsman Service.

We will provide full details of how to do this in our complaint response.

Your Key Rights Summary

You have the right to:

  • Clear information before setting up a Recurring Payment

  • Cancel your recurring payment schedule at any time

  • Raise a dispute within 13 months of a payment

  • Contact your bank or us directly

  • Receive a refund where required by law

  • Escalate complaints to the Financial Ombudsman Service

  • Be treated fairly and transparently