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How to stop direct debits and reverse charges

If your provider has taken money you didn't authorise, or kept charging you after you cancelled, there are two ways to get it back. Which one you use depends on how you pay.

DIRECT DEBIT

I pay by direct debit from my bank account

  1. Write to your provider saying you're cancelling the direct debit authority. Keep a copy.

  2. Contact your bank and ask them to block further payments from this provider.

  3. Tell TIO if you've done this, especially if you already have a complaint open with us

CARD

I pay by credit or debit card

  1. Contact your card provider and ask for a chargeback

    Act quickly - your card provider has a time limit for chargeback requests. Check their website for how long you have.

  2. Your card provider will ask for a reason

    Common reasons: service not delivered, purchase cancelled, wrong amount taken, you didn't authorise it.

  3. You may need to provide evidence

    A cancellation confirmation, a receipt, or a summary of what happened.

Are we involved in your complaint?

If TIO is already handling your complaint, let us know if charges continue. We can tell your provider to stop while we work to resolve it.