On Friday 8 December, a fault with the Allpay payment service meant that duplicate payments were taken from some customers’ bank accounts. This was a system-wide fault with Allpay. This incident affects customers who have signed up to Direct Debit and were due to have payments taken from their accounts on 7 December only. Allpay’s systems took a second payment in error on Friday 8 December.

• The refund process has been instigated by Allpay and all customers should have received a refund of the duplicated payment directly back into their bank account on Monday 11 December.  
• The refunded amount will be clearly shown on your statement.

Charges/Fines

• If your account has incurred charges as a direct result of our error, please send the necessary details (a copy of your bank or building society statement) to [email protected] so that Allpay can reimburse you.
• Should you have any further queries, please contact [email protected] or call Allpay on 01432 852482.

Allpay have apologised for this problem, and we fully appreciate the inconvenience and concern it has caused for some of our customers. We would like to reassure our customers that Allpay are putting things right as a matter of urgency.