Hi, were you contacted by telephone regarding the direct debit being cancelled? Swinton have a separate credit control team that is put into place to contact customers regarding cancelled/defaulted direct debits. You can contact Swintons customer assistance department and complain about the lack of contact, if this fails then tell them you'll be contacting the FSA. Swinton are charged £500 every time they are asked to explain a complaint made to the FSA. Due to this they will be more inclined to write the outstanding balance off as opposed to charging you. Swinton have a Treating Customers Fairly policy in place, unfortunately they don't seem to use it.