FAQ

Frequently asked questions about our services

• Collection Exceeds Payment Limit Error
• Do you re-present the direct debit if it fails on my customers account?
• Can I set up multiple direct debits on my customers account?
• My Bank details have changed what do I do?
• Do London & Zurich provide card payment solutions?
• Can I collect in other currencies?
• When can you cancel a collection schedule?
• Can you email the reports to more than 1 email address?
• Can I change the customer reference number if I have added it incorrectly?
• Where will it show why a payment has failed?
• When will I know if a payment has failed?
• When will I receive any monies collected from my customers?
• Where can I view payments that have been collected? Is there an actual payment report which provides a breakdown of transactions that will/have been accredited to my bank account?
• How do I re-activate an account to allow collection schedules to commence?
• Why has a customer account been suspended?
• What will be displayed on my customer(s) bank statements when the Direct Debit is applied?
• Forgotten/lost portal log in details, what do I do?
• Can I cancel a collection scheduled that has been pre-processed within a collection file?
• Can I cancel a collection file?
• Can I amend an amount or date of a DD?
• What is a paperless DD service?
• What if an email address is incorrect, what happens?
• What emails will get issued to my customer(s)?
• Why is the email address mandatory on the customer account set up?
• What is a Direct Debit Mandate?
• What is a Direct Debit Paperless Script?
• What is a Confirmation Letter and What does it Include?
• When does L&Z send advance notice and how?
• Can I add a collection schedule for L&Z to collect on a weekend?
• How do I contact London and Zurich for support?
• Where can I find L&Z updates?
• How can I change my group details?
• What is the difference between different types of user levels?
• How can I challenge an Indemnity Claim
• How can I suspend a customer? How do I cancel the collection schedules?
• What are various reasons for a Direct Debit payment failure?
• What is an Indemnity Claim?
• How will I be notified about an indemnity claim?
• What is a DDI? What is a DDI Reference? Can we change this? What are the requirements?
• What does it mean when a collection is unprocessed?
• How to Unsuspend a Customer? Or How can I Reinstate a Customer?
• Can I add more than one collection schedule in one go?
• Can I collect in more than two dates in a month? If so, are there any charges?
• Where can I see how many Direct Debit is L&Z collecting for us?