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Contact Support

At Worldpay, we place great importance on providing the highest standard of service to all our customers. Please select the enquiry type below, complete the form, and we will respond as quickly as possible. Thank you.

Support Contact Form

If you have made an order with one of our merchants who use our payment service and you are not satisfied, please refer to our Shopper Help.

If you have a concern pertaining to the Code of Conduct for the Credit and Debit Card Industry, you may contact us through a variety of channels:

 

Or by completing the form below
To assist us in reviewing your complaint, please provide the following, where applicable:

  • A summary of your concerns
  • Details, such as the name of the person you were dealing with, the date the concern occurred and date spoken to our representative

Complaints

Resolving your complaint

We aim to resolve your complaint straight away through staff who have the right experience, knowledge and authority.

In many cases, we will be able to resolve your complaint within 2 working days. If we have not resolved it in that time, we will contact you and:

  • Acknowledge receipt of your complaint
  • Tell you who is dealing with your complaint
  • Tell you how long we expect to take to resolve it

If we have not been able to resolve your complaint within the time specified, we will contact you to update you with progress and tell you how much longer we anticipate it will take to resolve. If your complaint is particularly complex, it may take longer to resolve. If together, we cannot reach an agreement as to how the complaint can be resolved by the end of eight weeks, we will either:

  • Send you a letter giving our reasons for the delay and an indication of when we expect to provide a final response; or
  • Issue our final response letter which will detail our final position

You will also receive details explaining your referral rights to the Financial Ombudsman Service. For more information, please refer to the section on the Financial Ombudsman Service.

Disability Discrimination Act

If you have speech or hearing difficulties and are a textphone user, you can call us on 0870 366 1277.

Financial Ombudsman Service

WorldPay Limited is covered by the Financial Ombudsman Service. This is an independent and impartial organisation whose job is to sort out individual complaints that consumers and businesses haven't been able to resolve themselves.

If you are still not satisfied after following our complaints procedures, you can ask the Financial Ombudsman to review your complaint, if you are eligible, i.e. you have an annual turnover of less than two million Euros and fewer than ten employees.

If you decide to refer your complaint to the Financial Ombudsman Service, according to their rules, you must do so within 6 months of the date of any final response issued.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.

You can find out more about the Financial Ombudsman Service, by contacting them at:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

Telephone: 0800 023 4567 / 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk