About Direct Debit Instructions

1. How does a Direct Debit differ from a standing order?
2. Can I set-up a Direct Debit instruction in ways other than online?
3. How is the online Direct Debit set-up?
4. Where does my money go?
5. How can I be sure that the information I have given you will be kept secure?

Setting up your Direct Debit Instruction

1. How can I be sure that you will debit the correct amount on the date agreed?
2. Can I make my giving tax-efficient through Gift Aid?
3. Can I select the frequency of my direct debit donations?
4. What if I am not the account holder?
5. What about joint bank accounts?
6. When will the Direct Debit payment be taken from my bank account?
7. What if I need help half way through setting up my direct debit?
8. What if I have entered any incorrect bank account details, can I go back and amend them?
9. How do I know if the Direct Debit has successfully been set-up?
10. Can I register to receive Help the Aged communications about the campaigns which my donations are supporting?

Cancelling and amending Direct Debit Instructions

1. Can I amend my Direct Debit online?
2. Can I cancel my Direct Debit instruction online?
3. Can I ask for a refund from my Direct Debit?

1. How does a Direct Debit differ from a standing order?
   With a Direct Debit, it is Help the Aged who is claiming the payments rather than the bank sending these to us and, unlike a standing order, a donor can call us to cancel and Help the Aged can action this request.
2. Can I set up a direct debit in ways other than online?
   Yes, you can request a paper Direct Debit Instruction form from us by telephoning 020 7239 1983. You can also download a paper form from the Help the Aged website. Download the paper Direct Debit form (PDF format).
3. How is the Direct Debit set-up?
   There are four steps to setting up a Direct Debit instruction online:
   1. Complete the online mandate.
   2. Confirm that your bank details and address are correct. If not, the system can take you back to the online mandate to change your details.
   3. Once you confirm that your bank details are correct, you will receive an email confirming that we have safely received your mandate details. You will also be advised of when to expect written notification of when your Direct Debit will begin.
   4. Finally you will receive a Gift Aid email if you have instructed us to claim Gift Aid on your donation. You should retain a copy of this email for your records.
4. Where does my money go?
   You can be assured that your money will be used to support the vital work which Help the Aged carries out each and every day to combat poverty, isolation and neglect in the elderly. Further information on Help the Aged's work can be found on our Campaigns and News pages.
5. How can I be sure that the information I have given you will be kept secure?
   All information given over the internet is processed via a secure server. In the event however that you have any queries or dispute an entry on your bank account you can rely on the Direct Debit Guarantee. Read the Direct Debit guarantee.

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1. How can I be sure that you will debit the correct amount on the date agreed?
   We have a number of measures in place to ensure that all Direct Debit transactions are managed correctly.
   1. The Direct Debit Guarantee ensures that if any money is debited from your account in error, your bank guarantees to refund it.
   2. We would only change the date, frequency of amount of your Direct Debit with your prior approval. We would also notify you at least 10 working days in advance of your account being debited.
   3. You have the right to cancel any Direct Debit at any time simply by informing us or writing to your bank.
2. Can I make my giving tax-efficient through Gift Aid?
   Yes you can. Simply tick the Gift Aid box when you are setting up your Direct Debit Instruction online. UK charities are entitled to 28% tax reclaim from the Inland Revenue on every £1 donated by UK taxpayers. Get further information on Gift Aid.
3. Can I select the frequency of my Direct Debit donations?
   Yes, you can set the frequency as monthly, six monthly, quarterly or annually.
4. What if I am not the account holder?
   We can only set up a Direct Debit instruction if the individual is the account holder. If not, then we are happy to send you a Direct Debit instruction for the Payer to complete. Please contact us on 020 7239 1983 to request this form or alternatively download it.
5. What about joint bank accounts?
   Yes, so long as both names are not required to set up any new transactions. If this is not the case please contact us on 020 7239 1983 to request a postal form for the joint account holders to sign or alternatively download it.
6. When will the Direct Debit payment be debited from my bank account?
   At the moment Help the Aged is only able to offer a debit date of the 10th of each month, this is to ensure we keep administration costs to a minimum.
7. What if I need help part way through setting up my Direct Debit?
   If you need assistance at any point throughout the process you can telephone us directly on 020 7239 1983.
8. What if I have entered any incorrect bank account details, can I go back and amend them?
   Yes, once you submit your mandate page, you will see a confirmation page showing the bank details you entered. This page gives you the option to confirm the details or go back and amend them.
9. How do I know if the direct debit has successfully been set-up?
   You will receive an email which confirms the details of your Direct Debit Instruction.
10. Can I register to receive Help the Aged communications about the campaigns which my donations are supporting?
    Yes, simply select your preferred communication when you are setting up your online direct debit.

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1. Can I amend my Direct Debit online?
   Unfortunately it is not possible at the moment to amend a Direct Debit instruction you have previously set-up online. However you can telephone us on 020 7239 1983 and we can amend the amount and frequency of your direct debit instruction. For any other amendments that may be requested we must send you a paper form.
2. Can I cancel my Direct Debit instruction online?
   Unfortunately this is not possible. However you can telephone us on 020 7239 1983 to cancel your Direct Debit.
3. Can I ask for a refund from my Direct Debit?
   Yes you can. Under the terms of the Direct Debit guarantee a payer is entitled to an immediate refund from their bank if an error has been made either by Help the Aged or the Paying bank. The Paying Bank will accept the word of the payer concerning an error made by Help the Aged due to their obligations under the Direct Debit guarantee. This includes errors relating to:
   1. The collection due date and frequency
   2. The amounts to be paid
   3. Payments made after an instruction given to cancel a Direct Debit.
   The paying bank must, therefore, refund the payer immediately.