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Customer Services: 01242 269790
Sales: 01242 650052

Enterprise and Corporate Direct Debit Services for Your Business

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The Perfect Direct Debit Service for any business, non-profit or organisation is right here

8 Ways To Take Direct Debits

The UK's Only Direct Debit Provider Enabling You To Take Direct Debits Via Any Sales Channel On Any Device
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Direct Debits with

Xero

Automate Your Invoicing, Payment Collection and Reconciliation with our Xero Link.
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Direct debits via

API

Connect our Direct Debit Management System to your own Billing, CRM or ERP system via API
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Set up Direct Debits with a

Mobile App

An array of configurable presets and block variations to individualize content
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Paperless Direct Debits

Paperless Direct Debits

Quickly and securely offer Paperless Direct Debits for your business or organisation with our hosted web solutions.

  • Easy online sign-up process to boost your sales
  • Seamless branding using our BACS compliant templates
  • Streamline Your Telesales - set up Direct Debits over the phone without paperwork
  • Built-in bank validation to reduce errors and fraud
  • Administration overhead slashed
  • Automated DD Advance Notice letters emailed

Accept Direct Debit Payments

Accept Direct Debit Payments

Eazy Collect’s Direct Debit solutions are all functionality-rich, easy-to-use automated systems hosted on a secure web platform for 24/7 access.

  • Instant Direct Debit facility with low-cost set up
  • Office-based system or online paperless solutions
  • Get paid on time and reduce your admin costs
  • Our pricing is transparent with no hidden fees
  • Offer your customers more ways to pay and increase sales
  • Sensitive customer data is protected

Service Level Agreement (Updated 25.5.2017)

Purpose of the Service Level Agreement (SLA)

The purpose of this agreement is to ensure that proper elements and commitments are in place to provide consistent service, support and delivery. The spirit of the SLA is intended to be a collaboration between both parties to work together to achieve maximum levels of efficiency and to develop a long term mutually beneficial relationship. It is acceptable that as a result of this partnership and ongoing working relationship, improvements will be implemented as necessary or as requirements further dictate.


Goals and Objectives

The goal of this document is to obtain mutual agreement for service provision to meet the following objectives:

  • Service capable of handling direct debits via paper mandates, paperless via telephone and online to aid revenue growth and prompt payments.
  • The ability to handle customer enquiries to support the Company in optimising collections

 
Eazy Collect Service Responsibilities

  1. Provide Company with Direct Debit facilities in accordance with The Direct Debit Scheme as mandated by BACS Payments Scheme Limited.
  2. Provide and maintain The Direct Debit System or secure FTP enabling the Company to submit daily transaction details through ECS’ secure server. ECS is not responsible for the maintenance of the Company's servers or management of the Company's computers.
  3. In accordance with The Direct Debit Scheme, ECS will set up Direct Debits and send Direct Debit Advance Notice emails or letters to clients (unless otherwise agreed).
  4. All necessary steps will be taken to ensure that personal data held is processed fairly and lawfully in accordance with the General Data Protection Act (GDPR). We hold personal data relating to you and your end-customers in connection with payment processing services you have asked us to provide. Except to the intent we are required or permitted by law, personal data provided to or obtained by us will be used for the purposes of providing you with the services you have requested.
  5. Eazy Collect endorses a strict environmental policy which includes paper and component recycling, purchase of supplies and the working environment.

 
Company Responsibilities

  1. In addition to Eazy Collect’s training and support provided as agreed, the Company will ensure that authorised staff using the Direct Debit system will refer to the Eazy Customer Manager User Guide as necessary to ensure the correct use of the Direct Debit system.
  2. The Company will ensure that only authorised staff, following access control procedures, will use the Direct Debit system.
  3. The Company and authorised staff understand the general scope of The Direct Debit Scheme Rules and undertake to adhere to these rules as laid down by BACS Payment Schemes Limited.
  4. The Company will do its utmost to ensure data accuracy (including validation of customer bank details) to reduce the amount of failed Direct Debit Instructions due to human error.


Service Assumptions & Exceptions

Assumptions related to in-scope services include:

  • Eazy Collect is not responsible for the maintenance of the Company website.
  • Eazy Collect agrees to treat Company and Company’s employees with respect at all times, especially during times of business crises. In return, Eazy Collect expects the same treatment from Company and Company’s employees for Eazy Collect’s employees, contractors and vendors.
  • Company recognises that Eazy Collect’s employees and contractors are not full-time employees of the Company and at no time should be treated as such.
  • If Eazy Collect is unable to remedy a problem, then Eazy Collect will work with the appropriate outside vendor until a resolution is reached.


Service Management

The following sections provide relevant details on service availability, monitoring measuring and reporting of in-scope services and supporting components.

Eazy Collect Normal Service Support Hours

Normal telephone business support hours for the Company and its customers is 01242 269790 from 9:00am to 5:00pm Monday through Friday excluding Public Holidays. Special arrangements may apply for the Christmas & New Year period at Eazy Collect’s discretion. Calls are handled by Eazy Collect’s in-house UK-based Client Services Team.

Performance Measurement Target

  • Customer calls answered in timely fashion 95% within 20 seconds
  • Customer problem resolution 90% resolved on 1st call


Systems Availability

Eazy Collect makes every attempt to develop and select the most reliable systems. However the Company must recognise that failures can occur from time to time. Eazy Collect will provide backup support at levels deemed reasonable during normal service hours. Outside of these service hours, the Company should log issue on the Eazy Collect 24 hour voicemail system on 01242 269790 and/or by email to This email address is being protected from spambots. You need JavaScript enabled to view it. and Eazy Collect will endeavour to solve or begin addressing the matter within a 48 hour period.

Performance Measurement Target

  • System availability throughout the year 99.9%

An ‘outage’ is deemed a loss of service of 15 continuous minutes or greater and does not include planned outages.


Notification of Planned Outages and Faults

Systems must be upgraded from time to time to continually secure customer data and to enhance service offerings. This is done in a very controlled manner to keep downtime to an absolute minimum. All planned outages will be carried out if possible outside business hours and you will be notified in advance to ensure that any outage will not conflict or severely impact your business.

Performance Measurement Target

  • Planned outages (exceeding 1 hour) advance notification 72 hours. Shorter planned outages would be notified within 24 hours.
  • Service affecting faults or outages exceeding 1 hour will be notified immediately via email as soon as reasonably practicable.


Escalation Procedure

It is our intention to provide you with a high level of customer service at all times and our staff will try to resolve any complaints immediately. Where this is not possible, you can escalate the problem to the Operations Manager.

Performance Measurement Target

  • Acknowledgement of Escalation 1 working day
  • Problem resolution 3 working days


Staff Training

It is our policy to be staffed by exceptional people whose skills and abilities match the needs of their jobs and indeed our clients. To achieve this we have a comprehensive Training and Competence Scheme which is in place for all client facing staff and their supervising managers.

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