Set up and manage a Direct Debit

A business you deal with may send you a secure RevKeen link to set up a Direct Debit. This page explains what you need, how your information is used, and what to do if something does not look right.

Understand Direct Debit

A Direct Debit lets a business collect agreed payments from your bank or building-society account. You authorise the business once, and it tells you the amount and date before taking a payment.

The Direct Debit Guarantee protects payments made through the Bacs Direct Debit scheme. A completed setup form does not mean money is taken immediately.

Know who is involved

RevKeen is not your bank and does not decide what the business charges you.

Check the request before you start

The setup page should clearly show:

• The business's name and logo
• Why it is requesting Direct Debit
• The name that may appear on your bank statement
• When it gives advance notice of a collection
• Its telephone number, email address, postal address, or live-chat support
• A secure https:// address on the RevKeen payment domain

If the business name is unfamiliar, the customer details are not yours, or the page does not look right, do not enter bank details. Choose This isn't me where available and contact the business using contact details you already trust.

Prepare your information

You need:

• Your name, email address, telephone number, and address
• The account-holder name
• The six-digit sort code
• The eight-digit account number
• Authority to set up the Direct Debit on the account

The online journey is only suitable when you are the account holder and the only person whose authorisation is required. If two or more people must authorise instructions on the account, stop and contact the business for an alternative route.

Complete the secure setup

1. Confirm the business and reason for the request.
2. Confirm or enter your contact details and address.
3. Enter your bank details. RevKeen never prefills them.
4. Confirm that you are the account holder and the only required signatory.
5. Review your details, masked account number, mandate reference, advance-notice information, and the Direct Debit Guarantee.
6. Choose Confirm and set up Direct Debit only when everything is correct.
7. Keep the confirmation sent to your email address.

Do not share your setup link. It is unique to the request and may expire.

Use address search or manual entry

Address suggestions can make entry quicker. You can edit the result or use manual entry if your address is missing, including addresses in Jersey, Guernsey, or the Isle of Man.

An address result is not proof of identity, residency, bank-account ownership, or authority to sign. RevKeen asks you to confirm the address before it is submitted.

If you edit an address already held for you, RevKeen should ask separately whether to update your Customer profile. The address can be used for this mandate without silently changing your saved profile.

Understand bank-detail checks

London & Zurich checks whether the sort code and account number are valid for electronic Direct Debit. A rejection can mean:

• The sort code or account number was entered incorrectly
• The account does not support Direct Debit
• The account is not eligible for electronic setup
• The bank details do not pass the required bank-account checks
• The mandate reference is already in use
• The provider is temporarily unavailable

Check the information in the secure form and try again only when the page says it is safe to do so. Never email bank details or paste them into a support chat.

Know when the mandate is active

After you submit, the first confirmation may say that your Direct Debit instruction was received or submitted. This means it is still being processed.

The business should tell you when the mandate becomes active. You can also check the Customer Portal if the business provides one. An active mandate allows future eligible collections; it does not remove the business's duty to tell you about them in advance.

Recognise the bank-statement name

The setup and confirmation show the statement name associated with the Direct Debit arrangement. Keep it with your mandate reference so you can recognise a future collection.

The business name you know may differ from the short statement name. Contact the business before authorising if the displayed statement information is unclear.

Understand advance notice

Before collecting, the business tells you the amount and date using the advance-notice period shown during setup. If the amount, date, or frequency changes, it should notify you in line with the agreed notice period.

Contact the business immediately if a notice is unexpected or incorrect.

Read the Direct Debit Guarantee

The Direct Debit Guarantee

This 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.

Change or cancel a mandate

To cancel a Direct Debit, contact your bank or building society. Also tell the business so it can update your account and discuss another way to pay.

To change bank details, use the secure Customer Portal or a new secure request from the business. Do not send the new details by email or chat. A replacement mandate may need to become active before the old one can be retired safely.

Resolve common problems

The details shown are not mine

Choose This isn't me, close the page, and contact the business. Do not continue with someone else's details.

The setup link expired

Ask the business to send a new request. An expired or cancelled link cannot authorise a mandate.

My bank details were rejected

Check the account-holder name, sort code, and account number. If they are correct, contact the business for the alternative route shown in RevKeen. Some accounts cannot use electronic Direct Debit setup.

More than one person must authorise the account

Stop the online setup and contact the business. Do not confirm the sole-signatory declaration when it is not true.

Address search cannot find my address

Use manual entry. A valid mandate is not blocked only because the address-search provider has no result or is unavailable.

The page reports a temporary problem

Wait before retrying. Safe contact and address details may remain in the active session, but bank details must be entered again. Repeated submission should not create more than one mandate.

I did not receive confirmation

Check your spam or junk folder, then contact the business. Ask it to confirm the delivery status and your email address without sharing bank details.

I need technical or security help

For a broken page or suspected security problem, contact RevKeen Support through the official RevKeen website. Include the business name and a description of the problem, but do not include bank details or the complete setup link.

Protect your information

• Use only the secure link sent for your request.
• Do not put bank details in email, chat, screenshots, or support tickets.
• Do not share the setup link.
• Check the business name, statement name, and support details before authorising.
• Review the masked bank details before confirming.
• Close the page and contact the business if anything is unfamiliar.

RevKeen does not store your bank details in cookies, local storage, or analytics. Outside the active entry form, the account number is masked.

During setup, RevKeen uses a short-lived, secure browser session cookie so the page can recover safe progress. It is not a persistent customer-recognition cookie and is cleared when the journey is completed or abandoned. Bank details, customer consent, and customer identifiers are not stored in browser storage.