What is the process if my monthly payment was taken twice?

If your payment has been taken twice, you have three options:

We can refund the overpayment amount back to your bank account.
You can leave the overpayment on your account and we won’t take next month’s payment.
You can contact your bank and ask them for a Indemnity claim, the bank will then refund you your direct debit payment. This is the quickest option as payment is normally back in your account on the same day.