Direct Debits - FAQs

Direct Debit is a convenient and safe payment method. It allows for payments to be taken automatically, meaning there is no risk of late payments. Additionally, the Direct Debit Guarantee offers protection to customers in the event that there is an error with a payment.

What is a Direct Debit mandate?

A mandate (also known as a "Direct Debit Instruction" or "Direct Debit Request") is set up on a customer's bank account when a Direct Debit is authorised for a specific merchant, usually via an online form. An active mandate needs to be in place before any Direct Debit payments can be collected.

Who manages the Direct Debit?

Our Direct Debit service is provided by a third party, GoCardless, who are experts in managing payments and Personally Identifiable Information. We have chosen to use GoCardless as we are experts in providing secure cloud hosting and want to ensure our customers benefit from experts in Direct Debit.

How do I set up a Direct Debit?

To set up a new Direct Debit, you will need to complete a mandate form, which you can access through the ​Memset Control Panel. You can find instructions on how to set up a Direct Debit ​here.

Once you submit the completed form online, GoCardless will initiate the process for your bank to set up a new Direct Debit Instruction (mandate) on your bank account. Once active, we will then be able to charge your account according to the payment parameters set for you by the merchant.

What if my account requires multiple signatures to authorise Direct Debits?

When you complete the online payment page, you will find a check box at the bottom that indicates "More than one person is required to authorise Direct Debits on your bank account". Select this option and you will be directed to complete a mandate form after submitting your details online.

Can I pay for all of my services with one Direct Debit?

A Direct Debit can be used to pay for all of your services, whether they are billed separately or consolidated on one invoice. If you would like to set up consolidated billing, please contact your account manager or the Customer Care team by emailing ​customercare@memset.com or calling +44 (0)1483 608 010.

How do I cancel a Direct Debit?

You can cancel a Direct Debit mandate in one of the following ways:

• Directly with your bank or via your online banking;

• Via your ​Memset Control Panel

How do I reinstate a Direct Debit mandate?

Once a mandate has been cancelled in our system we are not able to reinstate it. However, you can set up a new Direct Debit via your ​Memset Control Panel.

How long does it take to process my payment?

Due to the nature of the Direct Debit scheme, payments are charged three working days after they are created in our system. Providing your payment is not part of an ongoing subscription, you will be notified of new payments via email when it is created. Your payment will be paid out to Memset by GoCardless two working days after the charge date.

My payment has failed - what do I do?

If your payment has failed, the collection can be retried by Memset, as long as the mandate is still active. Please get in touch with the Customer Care team (​customercare@memset.com or +44 (0)1483 608 010). You will receive a notification email whenever a payment is retried.

How do I obtain a refund?

If you require a refund for a payment, please get in touch with the Customer Care team. GoCardless is unable to issue refunds at the request of the payer.

A payment has been taken that I did not authorise.

You are fully protected under the Direct Debit scheme regulations and will be able to receive a full refund via your bank. Once it is established that an error has occurred, your bank will return the funds on the same working day.

What emails will I receive from GoCardless?

You will receive emails for the following:

• To confirm the setup of your Direct Debit mandate, or if the mandate should fail or is cancelled.

• Payment notifications, three working days before a one-off payment is due to be charged.

• If a payment is cancelled or fails. (Please note failure notifications are sent the next working day, after the charge date).

• When a failed payment is retried.

• When a new subscription (recurring payment) is set up. The email will contain information to let you know the amount of your payments and how often they are collected. (Please note that if your payments are part of a subscription you will not receive an email before each payment is collected).

• If your subscription amount is changed or when a subscription expires or is cancelled.

If you have not received any emails please check your junk mailbox or contact your email administrator, and then our Customer Care team to investigate.

How will payments appear on my bank statement?

You payment will appear as MEMSET LTD.

How do GoCardless keep my details safe?

Security is of utmost importance at GoCardless. They take steps to ensure customer data remains safe at all times:

• Their access to the Direct Debit system is provided by some of Europe's major banks, who have approved their systems

• All customer data is treated in accordance with European data protection laws, including the General Data Protection Regulation (GDPR)

• All client-server communication is 256-bit SSL encrypted

• They are ISO27001-certified and regularly perform internal and external security audits on all of their systems and processes

• They will never share any data they collect from you with third parties for their own unrelated purposes, except as specifically needed to process your payments.

GoCardless are authorised by the Financial Conduct Authority to provide payment services as an ​Authorised Payment Institution and serve more businesses than any other Direct Debit provider.

All money collected is held in a secure client monies account with either the Royal Bank of Scotland, Barclays Bank or SEB before being paid out to the merchant.

You can view the full GoCardless privacy notice ​here.