Apologies to those customers affected by the migration across to the new Direct Debit platform on Tuesday.

We attempted to put in place a (perceived!) convenient method for everybody to input their new payment details but it quickly became apparent that this method was not convenient for our customers and as a result we shortly withdrew the payment request screen.

Over the next two weeks we will be personally contacting those customers that have been unable to successfully set up their new Direct Debit arrangement to take details over the phone and answer any questions or concerns you may have.

Despite acting with best intentions we have definitely learnt that this approach was not the best way to handle the migration to Direct Debit and would like to ensure you that this payment screen will not be appearing again in the short term, allowing us sufficient time to attempt to contact everyone in person.

Thank you for your continued support.