Question 1

What relationship does Nomo have to Boubyan Bank?

Accepted Answer

Boubyan Bank is our parent bank. Nomo is a business which is part of BLME (Bank of London and the Middle East). BLME is a subsidiary of Boubyan Group.

Question 2

What regulations do BLME and Nomo follow in the UK?

Accepted Answer

BLME is a fully regulated UK bank. It is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Nomo is a trading name of BLME and operates under BLME’s banking licence.

Funds held in Nomo are covered by the FSCS protection scheme under BLME. BLME and Nomo are also governed by the Financial Ombudsman Service for an impartial complaints resolution service.

BLME appears on the FCA Register under firm reference number 464292. Bank of London and The Middle East plc is a company registered in England & Wales. Its registered company number is 05897786. The registered office address is Cannon Place, 78 Cannon Street, London, EC4N 6HL.

Question 3

Does Nomo have branches in the UK or in other regions of the world?

Accepted Answer

Nomo is a fully digital bank, which means no branches, no queues, and no fuss! Everything from account opening to account management to spending is all done digitally, giving you Islamic banking at your fingertips!

All our services can be accessed through your phone, 24/7 and wherever you go.

Question 4

I am a BLME customer, do I automatically get a Nomo account?

Accepted Answer

No, you need to apply for a Nomo account. It’s simple – download the Nomo app from the App Store to get started.

Question 5

Who can open an account?

Accepted Answer

Nomo accounts are available to customers aged 16 or over. We don’t currently offer joint accounts. Nomo is currently only available to residents in Kuwait, the UAE and KSA.

Question 6

What countries can I open a Nomo account in?

Accepted Answer

At the moment, Nomo is only available to residents in Kuwait or the UK. However, we plan to launch in plenty of countries globally in the future, and we will let you know when we do this.

Question 7

What does the Nomo application process involve?

Accepted Answer

The application process is fast and simple.

Firstly, you need to download the Nomo app. You’ll find the app in the App Store on iOS.

__Step 1 - Setting your preferences__

When you begin your application, we will start by asking you to agree to our Terms & Conditions. We’ll then confirm your email address and mobile number.

We will also set up your account security by asking you to create an account passcode. You can also set up Face ID.

To do this, enter your number. We will send you an SMS with a 6-digit verification code. Simply enter this code in the app to verify your mobile number.

We recommend keeping notifications switched on so you can stay up to date with your account activity.

We also recommend keeping marketing communications switched on.

You'll need to create your own unique passcode for accessing your account and you can set up FaceID to make accessing the app even faster and more secure.

Next, you'll tell us how you would like to be addressed and where you're from.

__Step 2 - Verify your identity__

After this, we will ask you to verify your identity using your passport, and Civil ID (if you’re a Kuwaiti resident). Please note:

You must use an original physical passport when prompted to take a picture.

We can’t accept a previously taken picture of your passsport or a photo of another image.

The photo should be taken direct from your phone in colour.

We will also ask you to record a short video of yourself moving your head and saying some numbers. Our cutting-edge technology will automatically verify your identity.

__Step 3 - Financial assessment__

We need to learn about your income to check whether you qualify for a Nomo account.

We'll need a rough estimation of your total assets which you can tell us by picking the relevant options. Please be as detailed and comprehensive as possible. This information allows us to tailor your banking experience with Nomo.

For regulatory purposes, we need you to list the countries that you hold assets in as well as where you hold your bank accounts.

To help you get the most from Nomo, we will ask for the reason you're opening your account.

__Step 4 - Tax details__

You have to let us know which countries you are a tax resident in. This is usually the country where you live and pay taxes, although you might be considered a tax resident even in jurisdictions where you don't have to pay tax on your income.

We're required to record this to make sure all tax is reported.We will ask you for your unique tax number for every country that you pay tax in. For example, in Kuwait this is the number of your Civil ID card, and in the UK it is your National Insurance number.

__Step 5 - Proof of address__

Some key information from your Kuwaiti Civil ID is required. You will need to take a picture of the front and back of your ID card.

We can’t accept a previously taken picture of your Civil ID, or a photo of another image. You must use your original physical Civil ID when prompted to take a picture.

This should only take minutes, as we have powerful onboarding tools that can verify your details quickly.

Once we have completed the checks, you will then receive an push notification from us welcoming you to Nomo!

Question 8

What are the documents needed to open an account?

Accepted Answer

We will ask you to take a photo of your documents to verify your identity. These are:

- Your passport

- Your Civil ID (for Kuwaiti residents only)

These documents must be valid, so we cannot accept them if they are expired.

Plus, we need a new photo of your original, physical passport or Civil ID. We are unable to accept a picture of a picture of these documents - you must take a new photo of the real documents.

When you take the photos, please make sure that there is no glare and all the details are clear, and that you capture the entire photo page.

[Read our blog about how to correctly scan your passport and Civil ID here.](https://www.nomobank.com/blog/article/how-to-scan-your-passport-and-civil-id-during-your-nomo-application "How to scan your passport and Civil ID ")

By following these guidelines, you can avoid problems with scanning your ID documents, and enjoy a seamless application process!

Question 9

How can I verify my documents?

Accepted Answer

If you are required to submit a certified document in order to complete your Nomo application, you will need to do the following:

- A lawyer, notary, or barrister listed on Foreign & Commonwealth Office at [www.gov.uk](http://www.gov.uk/)
- [List of Lawyers abroad](https://www.gov.uk/government/collections/list-of-lawyers) or on the UK Law Society [Find a Solicitor](https://www.lawsociety.org.uk/en/public/for-public-visitors/using-a-solicitor/find-a-solicitor)
- An accountant who is a member of a recognised professional body such as ACCA, CPA or ICAEW
- A consulate, embassy or high commission employee of the country of issue (acting in their official capacity

Question 10

My ID is not being captured correctly. What can I do?

Accepted Answer

Make sure the document is fully in the frame and that you are not covering any details. The image should not be blurry or affected by glare or shadows. If you need additional support completing the verification process, please contact us so we can help.

[Read our blog about how to correctly scan your passport and Civil ID here.](https://www.nomobank.com/blog/article/how-to-scan-your-passport-and-civil-id-during-your-nomo-application "How to scan your passport and Civil ID ")

Question 11

Why do you need my ID documents and a video of myself?

Accepted Answer

To verify your identity and to protect you from fraud, we require official government identification and a video of yourself so we know it’s you and that your documents belong to you. This data will be held securely and in accordance with our Privacy Notice.

Question 12

I was trying to open an account but the process was not successful. Why is that?

Accepted Answer

Some of the main reasons that your application was not successful could include:

- You do not meet our minimum age criteria. To open a Nomo account you must be at least 16 years old.

- You reside in a country in which we do not operate yet.

- We are not able to verify you as part of our KYC process.

- You appear to be the subject of sanctions.

Question 13

Are there any account fees?

Accepted Answer

There's no monthly account fee to pay for your Nomo account. No minimum balance is required.

Find out all you need to know about our fees [here](https://www.nomobank.com/fees "Our fees").

Question 14

What information do you need to know about my finances and tax obligations?

Accepted Answer

We will ask you some basic information about your finances, including a rough estimation of your assets, where you hold these assets, and which countries you have bank accounts in. You’ll also need to tell us where you hold tax residency.

We need information about your finances for regulatory reasons.

Question 15

Is there a Nomo app for iOS and Android?

Accepted Answer

Nomo is currently only available on iOS. The Android app will be launched soon. You can sign up to our Waitlist [here](https://www.nomobank.com/sign-up-for-android).

Question 16

How can I enable or disable Touch ID / Face ID?

Accepted Answer

In the Nomo app, go to Profile to toggle on or off Face ID. Alternatively you can do this from the settings on your iPhone. Fingerprint verification is not available with Nomo.

Question 17

Can I access my Nomo account on more than one device?

Accepted Answer

No, you can only sign into your Nomo account on one device. Nomo currently only works on smartphones.

Question 18

Why is the receiving bank name not BLME or Nomo?

Accepted Answer

Nomo has partnered with The Currencycloud Limited to offer multi-currency accounts. When making international transfers, the sending bank might show the receiving bank’s name and address as:

The Currencycloud Limited

The Steward Building

12 Steward Street

London, UK

E1 6FQ

This is because of the SWIFT BIC (TCCLGB3L) associated with The Currencycloud. Your international payment will still be deposited to your Nomo currency account.

Please be aware that Nomo’s registered address is:

Bank of London and The Middle East plc

Cannon Place

78 Cannon Street

London

United Kingdom

EC4N 6HL

Question 19

Which currency accounts can I open with Nomo?

Accepted Answer

With Nomo, you can currently open an account in six different currencies.

These are:

GBP - Pound Sterling

USD - US Dollar

KWD - Kuwaiti Dinar

AED - United Arab Emirates Dirham

EUR - Euros

SAR - Saudi Riyal

Question 20

Why did my SWIFT Bank Identifier Code (BIC) and IBAN change?

Accepted Answer

The previous codes SWIFT/BIC, BLMEGB2L, BLMEGB2LBB2 or BLMEGB22, are no longer being used for GBP or USD payments. You should update your beneficiary list to use the new SWIFT/BIC (TCCLGB3L) for international transfers with Nomo.

These details have changed because we have switched multi-currency partners as a result of our multi-currency launch.

Question 21

Do I need an International Bank Account Number (IBAN) for each currency account?

Accepted Answer

No. With our multi-currency accounts, you can use the same IBAN across all your currency accounts for receiving international transfers. The sending bank must be able to support sending multiple currencies to the same IBAN. If they do not support multiple currencies, it might be received in your Nomo GBP Account by default.

Question 22

How do I receive funds in my Nomo currency accounts?

Accepted Answer

You can add or receive money by bank transfer. To add money, go to the account you wish to transfer into and select ‘Add money’.  You need to share your account details, either sort code and account number for UK transfers, and for international transfers, you should provide the IBAN and SWIFT/BIC to the sender.

It is important that you make sure you have the currency account opened before receiving money into your account (eg. EUR), to avoid delays or payments being rejected and returned to the sender.

Question 23

How do I close a currency account?

Accepted Answer

This feature is not available at the moment but it costs no extra money to keep the account open.

Question 24

What are the fees for exchanging currencies?

Accepted Answer

There are no hidden fees when exchanging currencies, we apply mid-market exchange rates.

We are transparent in our charges and fees will be displayed to you separately on the quote screen before converting your currency.

Please refer to our Fees page.

Question 25

What are the fees for making and receiving transfers from my currency accounts, and spending in different currencies?

Accepted Answer

It’s free to transfer GBP (£) to another UK account.

For international transfers, we charge a small fee depending on the currency, destination country and payment type. This fee will be quoted to you before making the payment.

Please refer to our Fees page.

Question 26

Will I be shown the exchange rate before I exchange currency?

Accepted Answer

Before every currency exchange you make, we will show you an expected exchange rate. The rate used is the mid-market exchange rate provided by our multi-currency provider. It will be the latest rate after you confirm the transaction, and may change by a small margin. The rate used will be shown in your statements and transaction list.

Question 27

How can I transfer money to banks in other countries?

Accepted Answer

The information you require for the transfer will differ depending on the currency you want to send.

1. Navigate to the currency account you would like to send from

2. Select ‘Pay & transfer’

3. Click ‘International transfers via Nomo’

4. Select the recipient’s country

5. Enter the amount you would like to send, and add a reference if you wish

6. Add the recipient by adding their details, including:

- Account type (personal or business)

- First, middle and last names, as they appear on the recipient’s account

- The recipient’s address

- The recipient’s SWIFT/BIC and IBAN/account numbers

7. Confirm the transfer

Question 28

What is a Low-cost (local) payment?

Accepted Answer

A Low-cost payment uses local payment routes such as ACH, Faster Payments, and SEPA.  It’s our most cost-effective way to move money globally. Local routes make use of transfer channels set up in a domestic market to make the payment process between banks more efficient.

Question 29

What is a SWIFT payment?

Accepted Answer

SWIFT (Society for Worldwide Interbank Financial Telecommunications) is the leading system for transferring payments securely around the world, in multiple currencies.

This type of payment goes through the international SWIFT network and is much easier to track than Low-cost payments.

When a payment goes through SWIFT, there are fees charged by the intermediary banks.

Question 30

What are the fee options you have for SWIFT payments?

Accepted Answer

There are different options for paying the fees for SWIFT transfers:

Shared (SHA): The fee is shared between you, the sender, and the recipient. You pay Nomo’s transfer fee, and the recipient pays the intermediary bank fees and any fees imposed by their own bank. The fees charged by the intermediary bank are taken out of the payment amount. Because of this, the amount the recipient receives in their bank account may not be the full amount expected.

COMING SOON Ours (OUR): As the sender, you pay all fees for the transfer, including the fees charged by the intermediary and recipient bank. These fees are not taken out of the payment amount. The recipient gets the full amount of the payment, but the person making the payment will have to pay a higher fee to cover the costs of the intermediary bank.

Question 31

Can I make purchases using my debit card from different currency accounts?

Accepted Answer

All of the different currency accounts you open can be used with the same physical debit card. When you open a new currency account, it will automatically be added to your Nomo debit card.

You will be able to see which currency accounts you have by navigating to the home screen of your Nomo app.

If you have insufficient funds in the currency account that is being spent with the card (e.g. AED), then we will deduct the amount from the GBP account if there are sufficient funds.

However, if you also have insufficient funds in your GBP account, then the transaction will be declined, even if you have funds in other currency accounts (e.g. in your EUR account).

Question 32

What if I'm trying to transact in a currency Nomo does not support?

Accepted Answer

If you are trying to use your card to make a payment in a currency that we do not support (e.g. AUD), then the amount will be from the GBP account. If there are insufficient funds in GBP, the payment will be declined.

Question 33

I cannot receive EUR payments into my Nomo EUR account. Why is this?

Accepted Answer

Most banks within the UK and EU now send EUR payments using the SEPA payment option. We do not currently support this payment method but aim to start receiving EUR via SEPA in the future.

However, EUR payments can still be received via SWIFT transfers.

Question 34

Can I have a negative balance? Will I pay charges on a negative balance?

Accepted Answer

If your balance goes overdrawn, you will be required to add money to bring it to zero or above. If you do not do this, you will be in breach of the terms and conditions of the account. There will be no charges on overdrawn accounts. Nomo may deduct the debit balance from any other credit balance.

Question 35

Can I top up my account through card, Apple Pay or Android Pay?

Accepted Answer

No. At the moment, you can only add money by bank transfer.

Question 36

How do I get my bank statement?

Accepted Answer

You can access your bank statement in the Nomo app. Statements are issued within 24 hours of the last day of each month. To access your statements, go to Profile and then select ‘Statements’.

Question 37

What is Open Banking?

Accepted Answer

Open Banking is a system for sharing data between banks, technical providers and third parties. Data is shared securely and benefits the customer by helping them to move and manage their money more easily. Open Banking allows your accounts with different financial providers to ‘speak’ with each other and share data, which can benefit your money management in lots of ways, such as holding information from different accounts in one place and moving money quickly and securely between your bank accounts.

The goal of Open Banking is to give customers more control over how their data is handled by giving them ownership of it. They can share account and transaction data with the banks and third parties of their own choosing.

Question 38

How does Open Banking work?

Accepted Answer

If another bank or registered third party uses Open Banking to access your Nomo data, they will always tell you what data they need, why they need it, and will ask you to give your permission to access it.

Once you’ve given your permission, we’ll share that data with the bank or third party on your behalf. This is all completed within the Nomo app and the app/web platform of the other provider.

When you want to connect your Nomo account with a third-party provider, they will use specific software that can work in the background online or through a mobile app. You will then need to submit your Nomo login details to give the provider access to your Nomo account, so that your data can be shared.

Question 39

Is Open Banking safe?

Accepted Answer

Open Banking is very secure – it’s as secure as your online banking. Any bank or third party that offers an Open Banking service must be regulated by the FCA if they operate in the UK, or their European equivalent if they’re in Europe, as well as complying with data protection laws. The [FCA register](https://register.fca.org.uk/s/) will give you a list of all registered third-party providers.

The APIs themselves provide a very safe method to transfer data, and Open Banking exists within the banks' established and highly secure technology systems. You are the only person who can authorise any link between your bank and a regulated third party because you are the customer and the owner of your data. It means you'll never have to reveal your bank login credentials; simply use them to access your online banking as usual.

You can completely control what data you disclose, with whom, for how long, and for what reason, from within your online banking.

Question 40

What is SCA?

Accepted Answer

When you log in or authorise payments while banking online or making online purchases, Strong Customer Authentication (SCA) works to ensure that it is truly you. Its purpose is to help protect your financial information and make online transactions even safer.

When you make an online payment – for example, when you buy something or pay a bill – we may ask you to confirm that you are the person using the card. 
This is required by UK regulation.

Question 41

How will SCA affect me?

Accepted Answer

SCA is now operational. This means that when you shop online and want to complete a transaction, you may need to use an SCA-compliant method to authorise the transaction.

You will be asked to verify your payment via Mastercard ID Check by either:

- Entering a one-time password (OTP) which you receive via SMS
- Answering a basic question about your purchase history

This step should only take a few extra seconds, but will add an important extra layer of security to your online purchase.

Question 42

How can I close my Nomo account?

Accepted Answer

If you would like to close any of your Nomo accounts, please contact us and we’ll process your request.

Question 43

Can Nomo choose to block / close my account? If so, in what circumstances?

Accepted Answer

If for any reason we need to take action on your account we’ll reach out to let you know of our actions and what the next steps are.

Question 44

What is Apple Pay?

Accepted Answer

Apple Pay is a mobile payment method that lets you spend money in-store, online and in apps using your iPhone. This means that you no longer need your credit or debit card with you to make purchases – all you need is your iPhone.

Question 45

How do I set up Apple Pay with Nomo?

Accepted Answer

To set up Apple Pay with Nomo, you first need to add your Nomo card to Apple Wallet on your iPhone.

Here’s how to do this from the Nomo app:
1. Head to the Card tab in the Nomo app
2. Tap on the Apple Pay menu item
3. Select ‘Add to Apple Wallet’
4. Accept the Terms & Conditions
5. Select ‘Use as Default Card’

Alternatively, you can add your Nomo card in the Apple Wallet app:
1. Open the Wallet app on your iPhone
2. Tap the “+” sign in the upper-right corner
3. If your Nomo card is affiliated with your iTunes account, simply enter your card’s security code to add it, or select “Add a different card” to use your iPhone camera to scan the card information

You will then be able to make Apple Pay payments with your Nomo debit card on your iPhone and Apple Watch if it is connected to your iPhone.

You can start spending using Apple Pay straight away.

Question 46

Is Apple Pay secure?

Accepted Answer

Apple Pay is more secure than using a physical credit or debit card because you need to use biometric verification (Face ID or Touch ID) to make a payment via your iPhone. This means that only you can authorise a transaction.

When you use Apple Pay, your card number and identity aren't shared with the merchant, and your actual card numbers aren’t stored either on your device or on Apple servers. When you shop online, the only shared details are those that will allow the merchant to complete the order, such as your name, email address, and billing and shipping addresses.

In addition, Apple doesn’t store transaction information that can be linked back to you.

Question 47

Does it cost extra to use Apple Pay?

Accepted Answer

There are no extra fees to use Apple Pay.

Question 48

Can I use my Apple Watch for payments with Nomo?

Accepted Answer

You can make payments from your Nomo account via Apple Pay using your Apple Watch.

Question 49

What are the benefits of Apple Pay?

Accepted Answer

Apple Pay makes your payments faster, safer and more convenient.

When you’re shopping in-store, you don’t need to take a debit or credit card to make a payment – all you need to do is tap your iPhone or Apple Watch on the contactless card reader.

If you’re shopping online, you no longer need to enter your card details for every purchase because Apple Pay authenticates the transaction using Face ID/Touch ID, using your securely stored card details.

Apple Pay is more secure than regular card transactions because only you can authorise the payment via Touch ID or Face ID, and Apple doesn’t share your card details with the merchant. These precautions keep your money safe from fraudsters.

Question 50

How to pay with Apple Pay

Accepted Answer

Paying in-store

Apple Pay is a fast, safe and easy way to spend your Nomo balance in shops with your iPhone or Apple Watch.

To pay with Face ID, double-click the side button, glance at your screen, then hold your iPhone near the reader.

For Touch ID, hold your iPhone near the reader with your finger on Touch ID.

On Apple Watch, double-click the side button and hold Apple Watch up to the reader.

Paying online

Paying in apps and on websites using Apple Pay speeds up the checkout process because you no longer have to create an account or fill out lengthy forms every time you make a purchase.

To pay in apps and on websites in Safari on your iPhone or iPad, select Apple Pay at the checkout and complete the payment using Face ID or Touch ID.

To pay on websites in Safari on your Mac, select Apple Pay and complete the payment using your iPhone or Apple Watch. On MacBook Pro, pay using Touch ID on the Touch Bar.

Question 51

Where can I use Apple Pay?

Accepted Answer

You can use Apple Pay wherever you see one of these symbols:

![image](//images.ctfassets.net/791d8s7l1itt/1BG5SQdSlfcM3QW3jYLklF/d24eb482940d937976042823fc1654e4/image.png)

Question 52

How many cards can be added to Apple Pay?

Accepted Answer

Twelve unique cards can be added to Apple Pay on all iPhones since iPhone 8 and Apple Watch Series 3. Eight unique cards can be added on all other devices. The same card can be added to unique devices. Passes (e.g., concert tickets) are separate from cards and do not count towards the eight-card limit.

Question 53

Apple Pay should be supported at the store but it’s not working. Why?

Accepted Answer

Not all merchant point-of-sale terminals may be set up correctly to accept contactless / Apple Pay. Please ask your merchant about their acceptance. Generally, you should be able to use Apple Pay wherever you see one of these symbols:
![image](//images.ctfassets.net/791d8s7l1itt/1BG5SQdSlfcM3QW3jYLklF/d24eb482940d937976042823fc1654e4/image.png)

Question 54

Why do I need to wait for the checkmark to pull my device away?

Accepted Answer

Customers should wait for the checkmark on the device to indicate that the transaction is complete. The checkmark during payment only indicates that the data has been passed from the phone to the terminal, not that the transaction was approved.

Question 55

Why was my transaction declined?

Accepted Answer

There can be many reasons why your transaction was declined, including not having sufficient funds in your account, your card transaction being blocked or the merchant not accepting contactless / Apple Pay. Please contact our Customer Success Team who may be able to provide more information.

Question 56

Can I set different daily spending limits for my account and card?

Accepted Answer

No, this is not currently available.

Question 57

What are Direct Debits and Direct Credits?

Accepted Answer

A Direct Debit is a simple and convenient way to pay regular and occasional bills. It involves allowing a business to regularly take money from your bank account by giving them authorisation.

Direct Debits are used by many businesses for subscriptions and recurring bills. They can be set up to be taken over different time periods and can vary each time. The business will provide you with an advance notice when your Direct Debit is due to be collected.

A Direct Credit is a payment system that enables businesses to make payments directly into bank accounts.

Direct Credits are most commonly used for paying salaries to employees and regular payments to suppliers. There are, however, a wide variety of other applications where Direct Credit can be used, such as pensions, employee expenses, insurance settlements, dividends, and refunds.

Collectively, Direct Debits and Direct Credits can be known as BACS payments (Bankers’ Automated Clearing System). In a nutshell, BACS refers to the network of banks that participate in the BACS payment scheme, a bank-to-bank transfer between banks in the UK.

Question 58

How do I set up a Direct Debit?

Accepted Answer

You can set up a Direct Debit with an organisation you want to pay provided the merchant is a participant in the BACS network. You’ll need to complete a Direct Debit instruction directly with a business if you want to make a regular or subscription payment. If applicable, you will have the opportunity to set up a Direct Debit when you complete your initial purchase with the retailer, either online or over the telephone.

After agreeing to set up a Direct Debit with the business, Nomo will be notified of the instruction set up on the account, and we will allow regular payments to be taken from your account.

Please note, Direct Debits can only be processed in GBP with Nomo.

Question 59

How do I set up a Direct Credit?

Accepted Answer

A Direct Credit is set up by a business wishing to pay money into your account, so there is nothing you need to do for one to be set up. Simply share your bank details with the sender.

Please note, Direct Credits can only be processed in GBP with Nomo.

Question 60

How long do Direct Debit and Direct Credit payments take?

Accepted Answer

Unlike card transactions, these payments are not instant. Direct Debits and Direct Credits run on a three-day BACS cycle and so take at least three days to clear. These are only processed on business days, so not on weekends or UK bank holidays.

If your Direct Debit is due to go out over a weekend, it will be paid on the next working day. This will be on a Monday, unless it’s a bank holiday, in which case it will go out on a Tuesday.

Question 61

What if an incorrect amount has been taken through a Direct Debit?

Accepted Answer

All banks that accept instructions to pay by Direct Debit must offer the Direct Debit Guarantee.

Every Direct Debit is covered by the Direct Debit Guarantee. It protects you in the rare case that your Direct Debit payment is made incorrectly, like if a payment is taken on the wrong date or for the wrong amount.

Any changes to the amount, date, or frequency of your Direct Debit should be communicated to you by the business, normally 10 working days before your account is debited.

If you need to submit a complaint about a Direct Debit payment, please contact the business that has taken the payment.

To submit a Direct Debit Indemnity Claim (DDIC) to Nomo, please contact the Nomo Customer Services Team.

Question 62

What is a Direct Debit Indemnity Claim?

Accepted Answer

A Direct Debit Indemnity Claim is the method by which a customer can claim their payment back under the Direct Debit Guarantee.

If the business makes a mistake when collecting the Direct Debit payment, you can receive a full and immediate refund from Nomo upon investigation. If you receive a refund you are not entitled to, you must pay it back when Nomo asks you to.

Question 63

How do I view and manage my Direct Debits?

Accepted Answer

To view your Direct Debits, head to the ‘Pay & transfer’ tab in the Nomo app and select ‘Manage’ at the top of the screen, then 'Manage Direct Debits'. You will then see a list of your Direct Debits.

Click on one of the Direct Debit instructions to find out more details or to cancel that Direct Debit payment.

Question 64

How do I cancel my Direct Debits?

Accepted Answer

A Direct Debit can be cancelled at any time in the Nomo app. It’s a good idea to also contact the business that you’ve been paying to let them know that you’d like to cancel the payment. You may be asked for written confirmation.

Please note that we require at least one day's notice before the Direct Debit is due to be paid. Try not to leave it until the last minute or you run the risk of a payment being made. Remember that cancelling the Direct Debit simply stops your payments to the organisation. If you carry on receiving the goods or services, then you will have to organise an alternative payment method.

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