FAQs

Coronaviras COVID-19 Statement
As the COVID-19 Coronavirus situation continues to impact people around the world, the health and safety of our people, clients, customers, partners and communities remains our top priority. We have taken steps to both support public health and safety whilst maintaining our capability to service you and your customers.

Our core payments services are technology led, so whilst circumstances are far from usual our business continuity programs were built and tested well in advance of this situation meaning that we continue to operate business as usual payment collection services.

Like all responsible employers and citizens we have introduced measures to reduce the spread of COVID-19. The introduction of social distancing and to protect the health and safety of the DFC Team have led to the introduction of remote working by our Customer Support Teams.

To accommodate this we’ve made some temporary changes to the way operate. Below are contact details for our Customer Support and Account Management Teams with examples of activities they can help with:

Our Customer Services team are working hard to support your members, unfortunately our ability to keep our telephone lines open has been impacted. So we have taken the difficult decision to close our telephone lines until further notice.

We are reviewing this decision daily and look to reopen phone lines as soon as we are confident that we are in the best position to offer a great service.
In the absence of phone support, we have redirected resources to our Customer Service Teams. They are working hard to respond to email Membership queries and account maintenance requests promptly.

Customers can utilise our MyPayment’s platform to reinstate their Direct Debit, bring their account up to date.

Customer Service Team: contact page

The Account Management team are diligently working to answer your questions and ensure you have all the information you need during this time.

Thank you for your patience during this period, rest assured we understand how difficult this period is for you and your business and want to help you.

You will already have received a number of email updates from our team. As time goes on the team will be sending you more important updates via email – please look out for these. We will also be adding these key messages to your Data Retrieval log in pages.

Account Management: Contact via email 

For any general queries to do with your account please contact the Account Management team on the email link above.

Examples of the activities they can help with:
• Data retrieval requests – In the first instance you can use Data Retrieval to self service the following actions. If this is not possible the admin team can action up to a max of 50 requests.
• Bulk freezes/price increases/reductions
• Site closures
• Changes to contacts
• Queries on payments to the club
• Any issues or concerns that require escalation
• Change of company ownership
• Change of company bank details
• Stationary orders
• Freezing customer accounts
• Cancelling customer accounts