Direct Debit FAQs

General information

Can all customers use direct debit for voluntary partial repayments (VPRs)?

Yes, if your customer has a lifetime mortgage with Aviva that allows repayments, they can now use direct debit as a method of repaying.

When will customers be informed about this option?

We will begin customer mailings in August 2025, and all customers will have received communication by the end of 2025.

Will the adviser process change?

The online application will ask for details if the customer is intending to make repayments, to help understand customer demand.

The customer guide ‘A guide to voluntary partial repayments’ has been updated to include how to set up a direct debit and to offer information on the impacts of repayments on their plan and this guide is available on the adviser site for you to use with your customers.

Is there a customer guide available?

Yes, a customer guide is available on our adviser website.

Setting up a direct debit

How do customers set up a direct debit?

Customers should contact our operations team to set up the direct debit where we will take details of the account, whether they wish to select an end date for collections and bank details.  We will explain the impact of making repayments, and if they wish to proceed, we’ll set up the direct debit. If the account is in joint names, both parties must give permission.

Can the direct debit mandate be sent by post?

We will need to take the customers initial instructions over the phone, following this we can send the mandate by post along with a repayment illustration if requested. 

Why do customer have to call to set up a direct debit?

We need to verify the customer and confirm the source of funds, repayment details directly with the customer, including the amount and frequency, whether they want an end date set, and explain the impact.

Can a financial adviser set up the direct debit on behalf of the customer?

The customer needs to initiate the direct debit as we are required to verify the customer, check source of funds and ensure they are aware of the impact of repayments. The direct debit mandate can only be completed and signed by the customer(s). Please contact us if you have a vulnerable customer that needs additional support

Can direct debit be set up via the MyAviva app?

Not currently.

How is a direct debit set up for joint accounts?

If both account holders are available by phone, we can complete the setup. If not, we’ll send the mandate and illustration by post.

Is there a minimum or maximum amount which can be paid by direct debit?

There are no changes to the amount a customer can repay by the introduction of direct debit.  The combined amount of payments over a year can’t exceed their 10% allowance.

Are there any fees associated with setting up or cancelling a direct debit?

There are no fees to set up or cancel the direct debit.

Managing Direct Debits

How can customers change or cancel a direct debit?

Customers must contact Aviva with at least 10 days’ notice. We’ll confirm the changes or cancellation in writing.

What happens if a payment is missed?

As payments are voluntary, we won’t attempt to recollect a missed payment. The direct debit will be cancelled, but the customer can set up a new one at any time.

Why do you ask for an end date for collections?

Customer can choose to set an end date to be able to review their circumstances regularly.  If an end date is selected, we will only take payments up to this point only.

What happens when the end date for collection is reached?

If the customer has selected an end date for direct debit payments and we do not receive further instructions, we will not take any further payments or contact the customer.

Can the customer change the repayment amount or frequency after setting up the direct debit?

Yes, the customers can contact Aviva with at least 10 days’ notice to instruct the changes and if accepted we’ll confirm the changes in writing.  We do not require a new direct debit mandate.

Can one-off payments be made in addition to direct debit?

Yes, the customer can continue to make one off payments subject to not exceeding the maximum allowed for their Lifetime mortgage.

What happens if bank details change?

The customer should contact Aviva with at least 10 days’ notice to instruct the changes. If customers use the bank switch service, we will receive notification to amend the bank details and continue with payments. If the customer does not inform us of a change to their bank details the collection will fail.  We will cancel the instruction and notify the customer.

Communication and Visibility

What confirmation do customers receive?

We will send confirmation when the direct debit is set up, when payments are made, and when any changes or cancellations occur.

Can advisers view customer repayments online?

Yes, repayments can be viewed on our adviser website. An online account number is required and can be requested through the site.

Will customers receive a statement or summary of repayments?

Yes, the customer annual statement will show itemised payments made in that period.

Eligibility and Restrictions

Can anyone other than the policyholder make repayments?

No. Only the policyholder can make repayments.