Additional follow up research concerning compliance with direct debit cancellation obligations under Section D20.1 of the Customer Owned Banking Code of Practice, March 2019 (PDF, 936KB, 28 pages)

Non-compliance with this important obligation has been a long-standing concern of the Committee. The Committee first highlighted the issue in 2010, while follow-up research in 2012 and 2017 revealed that compliance had improved only slightly. Non-compliance remains an ongoing issue.

In light of these trends, the Committee has conducted additional follow-up research. This research included shadow shopping, a review of institutions’ websites and a compliance questionnaire. The questionnaire was included with the 2018 Annual Compliance Statement (ACS) and assessed the impact and implementation of the Committee’s previous recommendations.

Non-compliance remains unacceptable high.