How we deal with complaints

Providing good service is important to us.  If we don’t get it right for you, please tell us as soon as possible so we can put it right and make improvements.

We will:

  • make it easy for you to tell us about a complaint
  • consider your suggestions about how we could put things right
  • do our best to make sure you’re satisfied with how we handle your complaint

How to tell us about your complaint

Write to:

Worldpay Customer Complaints Department
Victory House
Fifth Avenue
Gateshead

England 
NE11 0EL

Call: 03457 616263 / or, if in the Republic of Ireland 1800 24 26 36
Fax: 0191 493 3257
International: +00 44 (0) 1720 616263

If you are a UK Corporate customer please contact your Relationship Manager or dedicated Corporate Support team by your usual method.

Resolving your complaint

When we receive your complaint we will contact you to let you know:

  • who is dealing with your complaint
  • when we expect to resolve it – if we can’t resolve it in that time, we will update you

If your complaint is complex, it may take longer for us to reach an agreement with you. Once your complaint has been investigated, we will issue a final response. If we haven’t done this within 15 days, we will write to you to explain why, and indicate when you can expect a final response.

If you are not happy with our response

If you receive services from one of Worldpay's UK services providing companies, you may be able to ask the UK Financial Ombudsman Service to review your complaint.  Eligibility criteria apply as outlined below and you also need to escalate your complaint to the FOS within six months of our final response.

What is the Financial Ombudsman Service?

Worldpay's UK services providing companies are subject to the Financial Ombudsman Service. This free, independent and impartial service helps sort out complaints that financial businesses and their customers haven't been able to resolve themselves.

You may be eligible if your business has an annual turnover of less than £6.5 million and fewer than fifty employees.

There are some complaints that the Financial Ombudsman Service can't look into. You can contact them directly to find out more using the contact details below:

Financial Ombudsman Service
Exchange Tower
London E14 9SR
Call: 0800 023 4 567 or, from outside the UK +44 20 7964 0500
Visit: www.financial-ombudsman.org.uk

For a copy of our leaflet about the Financial Ombudsman Service, call us on 03457 616263.

 

Do you need this information another way?

For Braille or large print format, call our Helpdesk on 03457 616263 (International: +00 44 (0) 1720 616263) or, if in the Republic of Ireland 01 702 5845

Or call our Textphone 0345 300 3889.