New ZealandComplaints

How We Handle Complaints

Providing excellent service is important to us. If we don’t get it right, please let us know as soon as possible so we can resolve the issue and make improvements.

What You Can Expect from Us

  • Easy Process: We make it simple for you to submit a complaint.
  • Consideration: We will listen to your suggestions on how we can put things right.
  • Satisfaction: We strive to ensure you are satisfied with how we handle your complaint.

Resolving Your Complaint

When we receive your complaint, we will contact you to confirm:

  • Who is handling your complaint
  • Expected resolution timeframe
    • We will acknowledge receipt of your complaint within two (2) business days.
    • We aim to investigate and fully resolve complaints within 20 business days.
    • Once we have completed our investigation, we will provide a final response.

How to Submit a Complaint

If you are a merchant and have concerns about our conduct or the conduct of any affiliated service provider, please contact your relationship manager.

If your complaint relates to a location outside of New Zealand, please visit our Complaints page and select the relevant jurisdiction on your browser page.

To help us review your issue efficiently, please provide (where applicable):

  • A summary of your concerns
  • Relevant details (e.g., names of individuals involved or others with knowledge of the issue)
  • Date of the incident or when the matter began
  • Copies of any supporting documentation (such as agreements, statements, or correspondence)

Our response

After we investigate and address your complaint, you will receive a written or email response including:

  • A summary of your complaint
  • The outcome of our investigation
  • Our final decision, with an explanation
  • Information on how to escalate your complaint further to the relevant Acquirer or Payment Card Network Operator (PCNO), if necessary

If you are not happy with our response

Worldpay is a member of Financial Services Complaints Ltd (FSCL). If we cannot resolve your complaint to your satisfaction, you can contact Financial Services Complaints Limited – A Financial Ombudsman Service. They are an independent, not-for-profit, external dispute resolution service approved by the Minister of Consumer Affairs.

FSCL’s role is to investigate and fairly resolve complaints. Their service is free (it does not cost you anything).

FSCL’s contact details are: fscl.org.nz 0800 347 257 complaints@fscl.org.nz FSCL, PO Box 5967, Wellington 6140.

 

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