Client FAQs - Debit Finance Collections

How do I get in touch with DFC?

For member related queries please contact:

Telephone: 01908 752 079
Email: [email protected]

Examples of things you would contact our Service Delivery department for:

Bulk Customer Amendments (10 or less)
General Member Queries
Customer Freezes
Customer Cancelations
Updating Customer Details
Updating Customer Pricing

For all other queries please use the Client enquiries form.

If your members need to contact us, they should call or email:

Telephone: 01908 752 078
Email: [email protected]

To Make a Payment: https://www.debitfinance.co.uk/payments/login.php

Data Retrieval

How do I access the Data Retrieval?

If you don’t have a login, please email our Client Support Team by emailing [email protected]

Payment Queries

I have not received a payment, or my payment is late?

If you have not received a payment when you expected to it’s probably because the payment date has fallen on a weekend or bank holiday. If a payment date falls on a non-working day, then the payment will typically be made on the next working day. Please review the ‘Cut Off Calendar’ this will confirm the date of expected payment. You can locate this in Data Retrieval under the drop down ‘Welcome, Your Name’

If you still haven’t received a payment by the next working day, then please contact our Client Support Team by completing the contact us form.

My payment amount differs to what I expected to be paid why is this?

If you have any discrepancies between what you were expected to be paid and what you have received in your business bank account, you should first check ‘Payment Records’ via Data Retrieval to see if any direct debits have been rejected. If you’re still having problems reconciling, then you can contact our customer support team by completing the Client enquiries form.

I would like to query a deduction on my invoice or get a breakdown of the fees I have been charged?

If you have a query in relation to your fees / invoice, first check ‘Payment Records’ via Data Retrieval, the detail of the fees charged will be located here. If you’re still having problems, then you can contact our Client Support Team by completing the Client enquiries form.

Indemnities

What is an indemnity? What are the parameters for an indemnity?

Indemnity Claims are the method by which a payer can claim their payment back under the Direct Debit Guarantee. The bank is obliged to offer an immediate refund in the event that a Direct Debit has been taken in error or without authority.

Bulk member amendments

I need to make a change to multiple members direct debits?

You can make amendments to multiple members yourself, using Data Retrieval’s mass amendment option. There you will find how to guide on mass amendments in Data Retrieval. If you need assistance or do not have access, then please complete the Client enquiries form.

Account amendments

I need to update my business bank details?

Simply submit your request to the Client Support Team using the Client enquiries form and make sure to include of the relevant information and a member of our Client Support Team will be able to assist you with the change.

I need to update the contact details you hold for my business or the contact details of a new or existing employee?

The name of my business is changing or has changed?

If your trading as or legal entity name is changing then please contact our Client Support by completing the Client enquiries form.

The legal owner of my business is going to change, what do I need to do?

You will need to contact Client Support by completing the Client enquiries form and provide the name and contact details of the new owner, and the date the new ownership will commence.

Fast DD

What is Fast DD?

Fast DD is an online member sign up portal that can be integrated within a business’s website. It makes the process of signing up new members quick easy and completely paperless.

Can I customise the membership packages I offer and the look and feel of the Fast DD portal?

Yes, you can add multiple membership options and change the look and feel to match your business branding. You can also offer promotions with Fast DD. Simply submit your request to the Client Support Team using the Client enquiries form and a member of our Fast DD admin team will contact you.

How do I get setup on Fast DD or add it to another site?

Simply submit your request to the Client Support Team using the Client enquiries form and a member of our Fast DD admin team will contact you.