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Direct Debits

What is a Direct Debit?

A Direct Debit is an instruction from you to your bank or building society. It authorises the organisation you want to pay to collect varying amounts from your account.

Can Direct Debits be paid from any bank account?

Most current accounts at banks and building societies can be used to make Direct Debit payments. Some special deposit accounts also allow them – ask your bank or building society before setting up a Direct Debit with us.

Direct Debits can only be set up from a UK bank account.

Is there a charge to use Direct Debits as a method of payment?

No. There is no charge at all to customers.

Setting up a Direct Debit

You will require the following information:

  • Your name and address
  • The name and address of your bank or building society
  • Your bank or building society account number
  • The branch sort code of you bank or building society
  • The name(s) on the account

To set up the Direct Debit call us on 0300 555 0223.

Can I authorise a third party to sign up by giving my bank or building society account details over the phone or via the internet?

No. Only the account holder can set up the payments. If the organisation receives an instruction from someone besides the account holder, we will send you a form to complete.

What happens next

We will send you confirmation of your Direct Debit instruction within five working days of the telephone call or online sign up, or at least ten working days before the first collection.

You will be sent an invoice detailing your payment each month, at least 10 days prior to your direct debit being collected.

Once a Direct Debit is set up do I have to do anything?

No, other than making sure you have sufficient funds in your account when the payment is due.

Changes to my Direct Debit

If the amount, frequency or payment date changes we will notify you in advance (normally 10 working days) of your account being debited.

Do I need to complete a new Direct Debit mandate at the start of every new financial year?

No. A variable Direct Debit instruction is a continuous payment authority which remains in operation until cancelled by you.


Cancelling my Direct Debit

A Direct Debit instruction can be cancelled at any time by writing to your bank or building society. Please send a copy of the cancellation letter to us.

Can money be collected from my account after I have cancelled my Direct Debit?

No. Money cannot be collected once your bank has completed the cancellation request. We would have to get your authority to reinstate a cancelled instruction.


Problems with my Direct Debit

What happens if the service I am paying for is not provided?

You should contact the department supplying the service.

What if I do not have enough money in my bank account?

Please notify the billing team on 0300 555 0223.

What happens if a mistake is made regarding my Direct Debit?

If we or your bank/building society make a mistake you are guaranteed a full and immediate refund from your bank or building society for the amount paid. This is part of the Direct Debit Guarantee. More information on the Direct Debit Guarantee can be found here:

What happens if one of my Direct Debit payments fails?

Our billing team will contact you and discuss the situation.

Why has money been debited from my account by Hampshire County Council?

If the reference on your bank statement is ‘Hampshire County Council Internet Payment’  the payment may be for one of the following:

  • School Lunches

  • School Trips

  • Tickets to an event at  Arts Centre/Library

  • Nationality Checking Service

  • Copy birth/marriage/death certificate

  • Culture All Passport

  • BBQ Hire at Country Park

To query a payment taken from your account send us an online query form.