What happens if my direct credit payment is refunded

This can happen if you’ve attempted to make a payment using a direct credit payment source but we haven’t received the unique payment reference number (‘IT’ reference) so we can identify which contribution schedule(s) to allocate the payment to. It’s important to include the payment reference with any direct credit payments but you’ll need to check with your bank to find out how they’ll attach this to your payment. If we don’t have a reference connected to the payment, we won’t know which employer the money has come from and what it’s for so we’ll send it back to the source.

This can also happen if you’ve sent us a payment by direct credit but haven’t submitted the relevant schedules for payment by clicking ‘Submit schedule’.

If you’ve had a direct credit payment refunded, you’ll need to make the payment again. We won’t be able to tell you that the payment's been refunded as we won’t have been able to identify who it was from so it’s important to keep track of your payments.