About GoCardless

About GoCardless

GoCardless is an online tool which makes it easy for your regular customers to pay you by Direct Debit.

GoCardless is a leading Direct Debit provider, processing over £5 billion in payments annually for more than 30,000 organisations in the UK, Europe and Australia.

Direct Debit can be used to pay for regular payments of all types – including variable business invoices, software subscriptions, even instalments for a holiday. You only need to set up payment once – complete an online form and, unlike with a bank transfer, cash, cheque or card payment, you won’t have to remember to pay next time. Which means no accidental disruptions to your service, subscription or membership. Unless you change bank accounts, you won’t have to worry about updating your payment details either (unlike, if your debit card expires, or is lost or stolen).

With GoCardless you are notified that a payment is coming out in advance, giving you the chance to raise any issues about the payment.

With Direct Debit, your payments are protected. For example, in the UK, you are fully protected under the Direct Debit Guarantee, meaning you have the right to cancel and receive a full refund for any payment taken in error.

You can cancel the Direct Debit mandate at any time for example through your online banking, immediately stopping future payments (although this will of course affect access to your services). GoCardless is ISO 27001 accredited, (ISO 27001 is a widely recognised, internationally accepted standard for information security). It is also authorised by the UK Financial Conduct Authority to provide payment services as an Authorised Payment Institution across the European Union.


Information about GoCardless and the Direct Debit Mandates

What is Direct Debit Mandate?

A mandate (also known as a “Direct Debit Instruction” or “Direct Debit Request”) is set up on the members bank account which gives authorisation for club to collect training payments. This is set-up via an online form at Go Cardless a link is available in our joining instructions section. An active mandate needs to be in place before any Direct Debit payments can be collected by the club.

How do I set up Direct Debit?
To set up a new Direct Debit, The club will provide you with an online authorisation form provided by GoCardless to complete. 
Once you submit the completed form online, GoCardless will initiate the process for your bank to set up a new Direct Debit Instruction (mandate) on your bank account. Once active, The club will then be able to collect training payment charges.
How do I update the bank account I'm making payments from?
If making payments through the Bacs (UK) Direct Debit scheme, you can either get in touch with the GoCardles support team via phone who will be happy to update the bank account you’re making payments from updated for you. If you would like to do this, please call the Go Cardless Support team on 020 7183 8674.
Alternatively, you can cancel your current Direct Debit authorisation and complete a new authorisation form with your new bank details. The club will provide a new website page for updating details which includes a new direct debit authorisation form.
How do I cancel a Direct Debit?
You can cancel a Direct Debit mandate in one of the following ways:
  • Directly with your bank or via your online banking;
  • By contacting the BBD scheme administrator and request that they cancel it;
  • Or by submitting a ticket with GoCardless

If submitting a ticket with GoCardless, please ensure you include the email address you’ve registered against your authorisation and the name of our running club.

How can I reinstate a cancelled Direct Debit mandate?
Once a mandate has been cancelled on the GoCardless system they or the club are not able to reinstate it. If you accidentally cancel your mandate, the best thing to do is contact the BBD scheme administrator and ask that they send you a new authorisation link. 
Please note that GoCardless will not be able to send you a new mandate link.
How long does it take to process my payment?
Due to the nature of the Direct Debit scheme, payments are charged three working days after they are created on the GoCardless system. GoCardless will notify you of the payment via email when it is created.
My payment failed. How can I pay it?
If your payment has failed, the collection can be retried by the scheme administrator (providing your Direct Debit mandate is still active). Please get in touch with the scheme administrator to request this. You will receive a notification email whenever a payment is retried.
How do I obtain a refund for a payment I’ve been charged?

If you require a refund for a payment you’ve been charged, you would need to get in touch with the BBD scheme administrator. BBD will issue all refunds via BACS (Bank Transfer).

Note: GoCardless is unable to issue refunds at the request of payers.

You’ve taken a payment I didn’t authorise. How do I get my money back?
If a payment has been collected from your bank account that you didn’t authorise please don’t panic! You are fully protected within Direct Debit scheme regulations and will be able to receive a full refund via your bank.
As a customer you are afforded the right to obtain a refund for a Direct Debit payment collected from your account in error via your bank. Once it is established that an error has occurred, your bank will return those funds on the same working day.
Please note that GoCardless are unable to claim a refund on your behalf as this must be done by the account holder.
Please do inform the BBD scheme administrator in the first instance so the club can investigate the error and take the necessary corrective action.
What emails can I expect to receive?
You will receive emails for the following:
  • To confirm the setup of your Direct Debit mandate, or if the mandate should fail or is cancelled.
  • Payment notification, three working days before an ad-hoc (one-off) payment is due to be charged.
  • If a payment is cancelled or fails. (Please note failure notifications are sent the next working day, after the charge date).
  • When a failed payment is retried.
Why am I not receiving my notification emails?
If you have not received an email it is worth first checking your Spam or Junk folder to make sure it has not been diverted there. We would advise you to add notifications@gocardless.com’ as a contact to make sure our emails are not blocked.
If you are still not receiving your notification emails, please submit a ticket with our Support team so we can investigate further. Please ensure you include the email address you have registered against your Direct Debit authorisation.
How do I update my registered email address?
To change the email address registered to your Direct Debit payments please submit a ticket or send an email to help@gocardless.com. If emailing, please send your request from your registered email address if possible. 
Please ensure you include the current email address registered to your payments, your new email address and who your payments are being collected on behalf of. (Bungay Blackdog Running Club)
How will payments appear on my bank statement?
The reference seen on your bank account statement is ‘BBDRC’.
How does GoCardless keep my details safe?
Security is of utmost importance at GoCardless. We take steps to ensure customer data remains safe at all times:
  • Our access to the Direct Debit system is provided by some of Europe’s major banks, who have approved our systems
  • All customer data is treated in accordance with European data protection laws, including the General Data Protection Regulation (GDPR)
  • All client-server communication is 256-bit SSL encrypted
  • We are ISO27001-certified and regularly perform internal and external security audits on all our systems and processes
  • We will never share any data we collect from you with third parties for their own unrelated purposes, except as specifically needed to  process your payments.

We are authorised by the Financial Conduct Authority to provide payment services as an Authorised Payment Institution. We serve more businesses than any other Direct Debit provider.

All money collected is held in a secure client monies account with either the Royal Bank of Scotland, Barclays Bank or SEB before being paid out to the merchant you’re paying.

You can view our full privacy notice here.

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