A charge you don't recognise: how to return a direct debit

Key rules

• Authorised debit: You can ask for a refund of an authorised Core debit within 8 weeks, with no reason needed.
• Unauthorised debit: You can claim back a debit you never authorised up to 13 months after it was debited.
• Bank reply: For the 8-week refund, your bank has 10 business days to refund you in full or give a reasoned refusal.
• B2B debits: Business (B2B) debits have no refund right for authorised charges.
• Who to ask: Always contact your own bank, not the company that charged you.

Which window applies to you

The window depends on whether you agreed to the debit.

• You authorised it (you signed a Core mandate, but the charge is wrong or unwanted): ask your bank for a refund within 8 weeks of the date it left your account. You don't need to give a reason.
• You never authorised it (no valid mandate, or you didn't consent): you can claim it back up to 13 months after it was debited. Tell your bank as soon as you notice it.

Business (B2B) debits are different. They have no refund right for authorised debits, because the mandate is registered with the bank. Your mandate or contract terms show whether the debit is Core or B2B. Some older domestic schemes may be treated differently, so check your contract terms.

Who to contact

Contact your own bank, not the company that charged you. Most banks take a return request (devolución de recibo) in the app or online banking, at a branch, by phone, or in writing through customer service. Give the details of the debit and ask for it to be returned.

If you are disputing the charge, put the request in writing and keep proof that you sent it. A stamped branch copy, a burofax or an email all work. The template below can help you word it.

If you also want to stop future debits, ask the bank to cancel the mandate or block the creditor. Returning one debit does not stop the next one.

What the bank must do

For an authorised Core debit, the bank has 10 business days after your request to refund you in full or give a reasoned refusal. A refusal must tell you that you can use out-of-court complaint routes, including the Banco de España.

For an unauthorised debit, the bank should refund you immediately, normally by the end of the next business day after you tell it. It should put your account back in the position it would have been in. It can refuse only if it has reasonable grounds to suspect fraud by you. The 13-month limit does not apply if the bank never gave you the required information about the debit.

If the bank refuses or ignores you

1. Complain to the bank's customer service department (Servicio de Atención al Cliente), or its customer ombudsman if it has one. The bank has one month to reply, and this can be extended in exceptional cases.
2. If it refuses again or doesn't reply in time, complain to the Banco de España's market conduct and claims department. You can do this online with a digital certificate, or on paper. Attach proof of your first complaint.
3. File with the Banco de España within 15 months of your customer service complaint. The matter must not already be before a court.

The Banco de España's report is not binding on the bank. You can also go to the civil courts.

The timeline, documents, checklist and warnings below cover the steps in order.

Timeline and deadlines

• Your bank refunds you in full or gives a reasoned refusal: within 10 business days of receiving your request

• Tell your bank about a debit you never authorised: as soon as you notice it, and no later than 13 months after it was debited

• Your bank refunds the unauthorised debit: by the end of the next business day after you tell it, unless it suspects fraud

• Complain to the bank's customer service department if it refuses or ignores you: after the refusal or the missed reply; the bank has one month to answer

Documents you need

• Your direct debit mandate or contract terms, which show whether the debit is Core or B2B. Your creditor or your bank can give you a copy.

• Proof that you sent your written return request, such as a copy stamped at the branch, a burofax (certified delivery) receipt or the sent email. Your bank or the postal service issues it.

• Proof of your earlier complaint to the bank's customer service department, to attach if you escalate to the Banco de España.

Checklist

• Complain to the bank's customer service department (SAC) or its customer ombudsman if the bank refuses or ignores you.

• Take the case to the Banco de España's market conduct and claims department if the bank refuses again, and attach proof of your earlier complaint.

What to watch out for

• Waiting too long closes the easy route: After 8 weeks you can no longer get an authorised debit refunded without a reason. Only unauthorised debits can still be claimed, up to 13 months. Ask your bank as soon as you spot the charge, and say clearly if you never authorised it.

• The bank may refuse if it suspects fraud: A bank can refuse an unauthorised-debit refund only if it has reasonable grounds to suspect fraud by you, and it must report that to the Banco de España. Give the bank clear details of the debit and keep your written request.

• A refusal or silence is not the end: If the bank refuses or does not answer within 10 business days, your money stays gone unless you escalate. A refusal must tell you about the out-of-court complaint routes. File a complaint with the bank's customer service department, then with the Banco de España within 15 months, while the matter is not in court.

Template: ask your bank to return a direct debit

Send this to your own bank, not to the company that charged you. Use the app, online banking, a branch or the customer-service channel, and keep proof that you sent it, such as a stamped copy or the email. Banks differ in how they take these requests, so use the channel your bank offers for written claims.

Fill in the blanks and delete the ground that does not apply. Attach a copy of the statement showing the debit, any contract or mandate, your messages with the company, and a police report if the debit was fraud.

Asunto: Solicitud de devolución de adeudo directo SEPA

[Ciudad], [fecha]

A la atención del Servicio de Atención al Cliente de [nombre del banco]

Yo, [nombre y apellidos], con [DNI o NIE] [número], titular de la cuenta con IBAN [IBAN completo], solicito la devolución del adeudo directo SEPA de fecha [fecha del cargo], por importe de [importe] euros, a favor de [nombre del acreedor], con referencia de mandato [referencia, si la conozco].

Motivo (borre la opción que no corresponda):

a) Se trata de un adeudo autorizado y han pasado menos de ocho semanas desde el cargo. Solicito su devolución en ejercicio de mi derecho de reembolso como ordenante, según la normativa de servicios de pago.

b) No he autorizado este adeudo [o: no existe mandato válido a favor del acreedor]. Solicito su devolución inmediata conforme a la normativa de servicios de pago y a las reglas del esquema SEPA de adeudos directos Core, que obligan a la entidad a restituir el importe y los intereses correspondientes.

Les pido que reabonen el importe en mi cuenta con fecha valor del día del cargo original y que me respondan por escrito, indicando los motivos en caso de denegación y la posibilidad de reclamar ante el Banco de España.

[Opcional] Solicito además que se bloqueen futuros adeudos de este acreedor y que se cancele la orden de domiciliación.

Adjunto: extracto con el cargo, [contrato o mandato], [comunicaciones con el acreedor], [denuncia, si hubo fraude].

Atentamente,

[Firma]
[Nombre y apellidos]
[Teléfono o correo de contacto]

Frequently asked questions

Can I get a refund on a business (B2B) direct debit?

No, a B2B direct debit has no refund right for authorised debits, because the payer is a business and the mandate is registered with its bank. Only an unauthorised B2B debit can be claimed back. Check your mandate type before you ask.

Does the 13-month limit always apply to an unauthorised debit?

No, the 13 months does not apply if your bank never gave you the required information about the debit. In that case you may still claim after that period. Ask your bank what it sent you.

What date will my account show when the bank returns the money?

Your account is re-credited with the original value date, so you lose no interest or charges from the debit. Your bank asks the creditor's bank to return the funds first.

Is the Banco de España's decision on my complaint binding?

No, the Banco de España's report on your complaint is not binding on the bank. You can still go to the civil courts afterwards. You cannot complain to the Banco de España while the matter is already in court.