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Update 11th September – unfortunately Allpay has confirmed that, although refunds have been processed, accounts may not be credited until tomorrow. We’re very sorry for any inconvenience caused by this, if you have any concerns please call the number below.

We are aware that our Direct Debit provider, Allpay, has been experiencing some problems and that some Direct Debit payments may have been taken from our customers twice.

We are very sorry for the inconvenience caused by this and would like to reassure customers that any additional payments will be refunded to their bank accounts today.

In addition, if anyone incurs charges from their bank as a result of the double payment being taken, Allpay will reimburse them – customers will just need to send in their bank advice detailing the charges and we will pass these on to Allpay for a refund to be arranged.

If anyone has any queries or concerns they can contact our income team on 0191 278 7749.