Direct DebitGuarantee.
Your Bacs scheme rights, in full, alongside our undertakings.
All Giant Communications Direct Debits are covered by the Direct Debit Guarantee from Bacs. This page sets out the full Guarantee text plus our specific undertakings around notification and changes.
Notice we'll give you of any change to amount, date or frequency.
Standard Bacs scheme requirement. We notify by email and on the customer portal. You can review upcoming charges in the portal at any time.
Six points. Verbatim from Bacs.
The Direct Debit Guarantee as published by the Bacs scheme. Identical wording across all UK Direct Debit-accepting organisations.
- 1
This Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits.
- 2
If there are any changes to the amount, date or frequency of your Direct Debit, Giant Communications will notify you 10 working days in advance of your account being debited or as otherwise agreed.
- 3
If you request Giant Communications to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
- 4
If an error is made in the payment of your Direct Debit by Giant Communications or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
- 5
If you receive a refund you are not entitled to, you must pay it back when Giant Communications asks you to.
- 6
You can cancel a Direct Debit at any time by simply contacting your bank or building society. Written confirmation may be required. Please also notify us.
What we promise on top of the Guarantee.
The Bacs Guarantee is the minimum. Our internal undertakings add a layer of transparency and customer control that we hold to as policy.
Itemised bills
Every Direct Debit collection is itemised on a clear monthly bill, available in the portal and emailed in advance. Line items show what you're paying for.
Upfront price changes
Any change to your monthly amount communicated 30 days ahead (more than the Bacs-required 10). Email + portal notification, with clear opt-out.
Pay by anything
Direct Debit is the default for the discount; you can pay by card, bank transfer, or BACS Faster Payment without penalty. Pricing identical bar the standard DD-discount.
Cancel any time
Cancel the Direct Debit instruction with your bank or via us — we'll switch you to invoice billing without affecting service. Standard Bacs cancellation rights apply.
What to do if a payment looks wrong.
Two routes — straight to the bank for the strongest protection, or to us if you'd prefer we sort it. Either works; the bank route is faster.
Through your bank
Call your bank or building society. Quote the Direct Debit Guarantee. Request a refund of the disputed payment. Bank refunds the full amount immediately under the Guarantee — they then settle separately with us.
Use this route for clear errors (wrong amount, wrong date, not authorised). Strongest customer protection, fastest resolution.
Through Giant directly
Email [email protected] or call 0330 043 0056. We'll investigate same day. If it's our error, we'll refund direct to your bank. If it's not, we'll explain why with full bill detail.
Use this route for ambiguous cases — 'is this charge correct?' rather than 'this is definitely wrong'. We'll explain or refund.
Questions about a payment? Ask us.
Email [email protected] for any DD or billing query. Acknowledged same working day, resolution within 5 working days for standard queries.