This article explains the steps involved in processing a bulk change of your active customer Bacs Direct Debit mandates over to GoCardless from another Direct Debit provider.
IMPORTANT: The bulk change process takes 4-6 weeks to complete. External restrictions mean that we are not able to speed up this timeframe.
Please note: We require certain criteria to be met in order to process a bulk change. Please get in touch with our Sales team to check that you qualify. If eligible, when you begin the bulk change process you will be assigned your own Account Executive to help you. If you haven't yet contacted our Sales team, you can do so via firstname.lastname@example.org or on 020 7183 8674, selecting 'Sales' from the available options.
Step 1: Complete the bulk change deed
Your GoCardless Account Executive will send your bulk change deed over to you via email to complete and return.
You will need to return the original via post to the following address. Please ensure you include the name of your GoCardless Account Executive on the envelope.
[Account Exec Name]
65 Goswell Road
London EC1V 7EN
The process of completing your bulk change deed differs depending on how your Service User Number (SUN) is currently managed. Please click here for further information.
If you're unsure of how to complete your bulk change deed, please get in touch with your Account Executive.
Step 2: Agree a bulk change date
This is finalised with your Account Executive according to your requirements, but will be scheduled between 4-6 weeks from the beginning of the process.
On this date, your existing customer mandates will be cancelled by your current Direct Debit provider and the option will be enabled on your account to upload your customers' details to the GoCardless system (see step 3).
Step 3: Notify your customers and confirm
You are required to inform your customers in writing of your change in provider in advance of your agreed bulk change date. This can be via post or email, and your Account Executive will provide you with a template message that you are welcome to use if you wish.
Once you have informed all your customers, please confirm this with your Account Executive.
Step 4: Submit your customer data
Please note: Your bulk change deed must be completed and approved before you can complete this step. Without this having been completed, you won't have the required option available in your dashboard.
This step involves uploading your customer information via a CSV template. This can be provided by your Account Executive in advance of your bulk change date or obtained via your GoCardless dashboard once the ability to import has been enabled on your account.
To view the upload process in more detail, please see this Bacs bulk change data import article.
Remember, if you have any questions throughout this process, your Account Executive is on hand to help!
If you are bulk changing from an FM bureau where you do not own & maintain your own Service User Number (SUN), your current bureau needs to complete the bulk change deed. You should contact your bureau when your GoCardless representative advises you to do so.