Sending notifications

This practical guide will help you to design and send compliant UK Direct Debit notifications.

Sending notifications


This practical guide will help you to design and send compliant UK Direct Debit notifications.


To keep your customers informed, the UK Direct Debit scheme rules place strict requirements on the notifications that must be sent to customers. These notifications fall into two categories:

  • Mandate setup confirmation
  • Payment notifications

This practical guide will help you design compliant customer notifications which your sponsor bank will be able to sign off quickly.

Mandate setup confirmation

A mandate setup confirmation tells your customer that their Direct Debit mandate has been set up correctly. It must either be sent within 3 working days of the customer signing up or be incorporated into the customer's first payment notification, and may be sent via email or post.

To be compliant a mandate confirmation must include the following:

  • The heading “Important: Confirmation of the set up of your Direct Debit to [Merchant]”, alongside a Direct Debit logo
  • The payer's redacted bank details, the mandate reference and the name on the SUN
  • The Direct Debit Guarantee, with a Direct Debit logo, or a link to it
  • The address and phone number of the merchant

An example mandate setup confirmation email which includes all of the above is below.

Confirmation email

Payment notifications

A payment notification informs your customer when they can expect a single payment or stream of regular payments to leave their account. As with mandate confirmations they are a mandatory requirement of UK Direct Debit and can be sent by email or post.

To be compliant a payment notification must include the following:

  • How much notice will be given for future payments (if this is the first notification)
  • The amount, reference and date of the collection(s)
  • The address and phone number of the merchant

An example payment notification email which includes all of the above for a one-off payment is below.

One-off notification email

For subscription payments, where the frequenct and amount remain constant, a single payment notification email can be sent for the entire subscription. An example email is below.

Subscription notification email

Customer notifications and GoCardless

GoCardless is an end-to-end Direct Debit provider and can send compliant emails on your behalf. Alternatively, if you wish to send your own emails, you can do this with GoCardless Pro. Your Account Executive will support you during your implementation of the compliance guidelines.

To find out more about collecting Direct Debits with GoCardless visit GoCardless.com.

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