Frequently Asked Questions - Sundry Debtor invoices

• Why have I been sent a reminder letter when I made a payment yesterday?
• Why am I getting reminder letters?
• What should I do if I think the invoice is wrong?
• I have changed bank details. Do I have to complete another Direct Debit form?
• I have lost my invoice. Can I get a copy?
• I think that I have overpaid my invoice. How can I get my money back?

Why have I been sent a reminder letter when I made a payment yesterday?

Because a reminder letter is sent out by post, if you received it today it was sent out before we received your payment. If you are worried about whether we received your payment, please contact us with your payment details and a member of staff will be happy to check for you.

Why am I getting reminder letters?

A reminder is produced if the account has not been paid in full. If the invoice remains unpaid we may refer the invoice for action through the County Courts and you may have to pay extra money in respect of additional costs granted by the Court.

If you are having problems making payment you should inform the Sundry Debtors team as soon as possible. Please use the contact details at the top of this page or the page entitled "How to Contact the Sundry Debtors Team" to discuss any problems.

What should I do if I think the invoice is wrong?

It is important that you get in touch with the Sundry Debtors team as soon as you realise there may be a problem with the invoice. This will avoid unnecessary recovery action. A member of our staff will be happy to help you with your query. If this is not possible, we will put you in touch with someone from the issuing department who can help you. For further information please see the page "What to do if you have a query about your invoice" for further details.

I have changed bank details. Do I have to complete another Direct Debit form?

Unfortunately, yes. If you have changed your bank or any other bank account details then you should contact the Sundry Debtors team so that we can stop calls to your old bank account and send out a new form for you to complete. For details on how to contact us please see the page "How to Contact the Sundry Debtors Team".

We are currently working to introduce paperless Direct Debit, which will remove the need for a signed mandate, and will make the process quicker and easier for you.

I have lost my invoice. Can I get a copy?

Copy invoices can be requested from the Sundry Debtors team. They will be sent out through the post and should be with you in approximately three days. 

I think that I have overpaid my invoice. How can I get my money back?

To claim money back you need to contact the Sundry Debtors team with details of the payments you have made so that we can check these against our records. Once we have checked that the account has been overpaid and that there are no other outstanding accounts, we will issue a cheque refund. Please note that we will only issue refunds in the name that the bill was issued to.