How do we stop sending Advance Notice letters and confirmation letters via post?

Bacs compliance rules state that every customer signed up for Direct Debits must receive notification that a Direct Debit mandate has been set up on their account; and also notice of any collections to be made from their account.

We will always attempt to email these to your customer’s, however, if an email address is not provided in their account in L&Z portal, or is undeliverable, we will send the letter by post. This guarantees that all customers receive the required notice, aligning with best practice and reducing potential disputes. This additional step incurs a cost of £1.75 per letter which is added to your fees.

The option to opt out is not available because this is a mandatory compliance measure all Direct Debit providers must follow, not an optional service.

To avoid the letters being posted we suggest that you check your customers email addresses and update any changes as soon as possible.

This can be amended in the L&Z portal within the customer’s account. Please find steps to updated email addresses below:

• After logging in to the portal click on Direct Debit on the top bar menu. 

• Please select Customers on the left-hand menu and then select List Customers. 

• Next to Quick Search you will see a drop-down menu. Within this menu, please select the option to All Customers. 

• Please then search for your customer within the Filter Data Search, once found please click on the underlined Customer Reference. 

• This will open the customer details, please select Edit Customer Details. 

• Add the new email address in the Email Address field and click Save Details:

If you have any further questions please email us at customer.services@landz.co.uk.