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What to do if…
your bank notifies you it will take money from your account to cover another debt

Short answer

Contact the bank immediately (using a trusted number) to confirm exactly what they plan to take and when, and ask them to leave enough for essentials and priority bills while you stabilise the next few days.

Do not do these things

  • Don’t ignore the notice or wait for the money to be taken before acting.
  • Don’t call back using a number in a text/email—use the number on your card or in your banking app.
  • Don’t panic-withdraw everything if it will trigger overdraft charges, missed priority bills, or extra fees.
  • Don’t agree to a “solution” you don’t understand on a rushed call—ask for it in writing.
  • Don’t let rent/energy/council tax payments simply fail without warning the provider—charges and risk can escalate quickly.

What to do now

  1. Confirm the basics in one call/message.
    • Ask: how much, from which account, exactly when, and which debt this is for.
    • Ask whether the debt is with the same bank/banking group. If it’s with a different lender, challenge it immediately and ask them to explain (in writing) what authority they are relying on.
  2. Use the right words: “financial difficulty” and “priority bills”.
    • Say: “I’m in financial difficulty. I need money for priority bills and essential living costs.”
    • Ask them to pause, delay, or reduce any set-off so you can pay essentials first.
  3. Ask what checks they’ve done (and what notice you were given).
    • Ask them to confirm (in writing if possible):
      • whether the debt is actually in arrears
      • whether you hold the accounts/debt in the same name(s) (sole vs joint)
      • what notice they gave you that they could use set-off (and when).
    • If they refuse to leave enough for essentials, ask to be put through to their financial difficulty/vulnerability team.
  4. If the money at risk is for specific essential bills, use the “first right of appropriation”.
    • If wages/benefits are due in and you need them for (for example) rent/mortgage, council tax, energy, food, you can write to the bank to earmark the incoming payment for those essentials (often called the first right of appropriation).
    • Do this as soon as you can, ideally before the payment arrives. Use a template letter, send it via secure message/email if your bank allows, and keep a copy (and proof of sending/receipt).
    • Be aware this may not stop already-scheduled card payments/direct debits—so still plan for those in step 6.
  5. Protect your next income if the risk continues.
    • If you can, open a basic bank account with a different bank/banking group and arrange for your next wages/benefits to be paid there.
    • If switching pay details will take time, ask your employer/benefit office what the fastest safe change is so you can still cover essentials.
  6. Prevent knock-on damage today.
    • List what might fail in the next 7 days (rent/mortgage, council tax, energy, childcare, travel to work, prescriptions).
    • Contact those providers before payment dates to ask for a brief hold, new date, or temporary arrangement.
  7. Document and start the complaint track if needed.
    • Save the notice, take screenshots, and keep call notes (date/time/name/what was agreed).
    • If you think the bank is acting unfairly or won’t leave enough for priority bills, complain to the bank and get a reference number.
    • If you receive a final response you disagree with, or 8 weeks pass without resolution, you can take it to the Financial Ombudsman Service.

What can wait

  • You do not need to solve the entire debt today—focus on keeping essentials paid and stopping fees.
  • You do not need to decide on a long-term debt option right now.
  • Once things are stable, you can consider formal “breathing space” style protections:
    • England/Wales: you may be able to get Breathing Space via a debt adviser.
    • Scotland/Northern Ireland: different systems apply, so get local debt advice when you’re out of immediate danger.

Important reassurance

This is a common shock reaction: it feels sudden and out of your control. The fastest way to reduce harm is to pin down the timing/amount, push for an essentials-first approach, and protect your next income so you can keep a roof over your head and the lights on.

Scope note

These are first steps only—aimed at the next hours and days. Longer-term choices (repayment plans, insolvency options, complaints strategy) can come later, once your essentials are safe.

Important note

This guide is general information, not legal or financial advice. Your options depend on the type of debt, whether it’s with the same bank/banking group, how the accounts are named (sole/joint), and your bank’s terms. If you’re unsure, ask for the bank’s explanation in writing and get independent debt advice.

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