FAQ's

Frequently Asked Questions about Direct Debit...

Must we gain a Service User Number from our bank for Direct Debiting?

No, Harlands Group can provide this for you. However, If you already have or you can secure a Service User Number (SUN) there are benefits and you can then use Harlands Group bureau service to provide the processing and administration.

With a direct debit bureau, can we have our name to appear on our customers bank account statements?

Yes, we can set up an individual Service User Number (SUN) this will enable us to ensure that only your name appears on the bank statement. This comes at a cost and many companies are happy for Harlands Group to appear on the statement. If you use your own SUN you can instruct the bank when completing the direct debit application, to put your preferred name on the statement.

How long does it take to activate my account?

We can begin providing you with their bureau service within just a few days. However, Paperless Direct Debits (setting up via phone and web site) can take longer than Paper Direct Debits (setting up via paper forms - also called Mandates). Setting up for a web site and call centre is a simple process but does involve a little integration. This work is free of charge.

How do I get my money once it has been collected by direct debit?

Using our Bureau service means the funds flow direct to you however, if you need to use one of our numbers then we collect the money on your behalf and then transfer funds using BACS free of charge directly to your bank account.

I don't use Direct Debits but I want to start

Getting stared is simple and Harlands Group can provide all the assistance you need. We can assess the needs of your business and help you apply for your own SUN or suggest that you begin by utlising our own SUN.

I want to know how I can use Direct Debits to improve my cash flow

Ensuring that your customers pay you on time each month and where relevant a regular fixed amount means that you are able to iron out those traditional peaks and troughs in business which cause cash flow problems.

I want a contingency for my Direct Debit processing activities in case we have a serious business interruption

Using Harlands Group means that your direct debits are always processed on time regardless of your own staff being on holiday or sick. Furthermore our systems are fully backed up which means that we won't lose your valuable data.

What is included in the Service?

Our Facilties Management (FM) Bureau involves the collection of money via direct debit for companies who do not have their own SUN (Service User Number). Using latest technologies, we forward funds directly into clients' accounts and provide reports, deal with credit control of unpaids if requested and maintain payers' databases.

All funds are received into an individual client holding account in your company name, eliminating "cross contamination" from any other funds.

Who will I be dealing with and how can I contact them?

You will be allocated an account manager who you can contact directly by telephone, email or fax at any time.

Are payment reports included and how do I receive them?

Standard reports are included in the service and can be e mailed or sent as hard copies. Our client login area also allows you to view reports online. Bespoke reports can also be made available. Using ADDMS means always having access to your account details online.

What assurances are there for confidentiality?

All information is dealt with in accordance with the Data Protections Act. We are prepared to sign any confidentiality agreements you may have.

How many schemes and collections can I have?

We can handle multi payments on a variety of schemes. Our service can handle multi schemes with multi SUN's and payments on behalf of individual clients.

If I need to make changes to the information I have sent, how much time do I have?

We will set an agreed cut off point with you. During extraordinary circumstances, we will always do our best to accommodate your needs.

How do I get my confirmation and reports?

All paperwork is sent to you via email. Please contact us if you would like to arrange alternative methods.

If I have my own SUN and want to outsource the direct debit processing?

You can advise BACS to connect our commercial bureau number to your SUN - then we can process your BACS files for you. You can choose what level of service you require - contact Harlands Group to discuss.

What name appears on my customers' bank statement?

If you have your own SUN - then nothing will change, the registered name of the SUN will appear.

If you wish to use one of our SUNs via the internal bureau service, then Harlands Group will appear.

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