Your direct debit will usually come out of your account 14 days after your bill is issued (never earlier) – this is shown as the ' Payment Due Date' on the bottom right of your bill. However there may be delays of up to 7 days if your Payment Due Date falls on a weekend or a bank holiday.

If it's more than a week after your Payment Due Date and your direct debit has not been taken out, please contact our Customer Service team.