Customer FAQs

Base rate and PTC changes

Why are my Merchant Service Charge fees changing?

Following recent card scheme changes announced recently by Visa, some of the fees that you pay are changing.

Why are there changes to certain premium transactions?

Due to commitments made by Mastercard and Visa, interchange fees for Inter-Regional fees will be capped. Customers may therefore see a reduction in cost for processing these types of transactions.

When will these changes take effect?

Your new fee structure will apply from 1st December 2019 and you will see these changes detailed in your December invoice, delivered the first week in January 2020.

How will this change affect me?

The extent of the change will depend on your individual transaction profile – i.e. the volume and average transaction value of the cards you process.

SaferPayments & SaferPayments Plus

Why have my fees increased for PCI DSS?

We understand that whilst data security is very important to your business customer feedback show that it can prove to un-welcome distraction to your day to day business. With this in mind we have created a new programme which takes the hassle out of becoming PCI DSS compliant. As part of this change to the PCI DSS programme we have needed to adjust our fees to support the new and ongoing programme. We are pleased to confirm that our SaferPayments programme remains to be one of the most competitive in the card payment industry.

Why has my Annual Management Fee moved to a monthly payment?

We’ve made some changes to the way we take your annual PCI DSS programme fees, by spreading your payments over a 12 month period, instead of a one off annual payment helping you manage your cash flow.

Can I move back to the one off annual fee?

Unfortunately we are unable to change this back to a one of annual payment fee.

I’ve recently paid my Annual Management Fee, when will this move to a monthly payment?

You’ll move to a monthly payment once a full calendar year has passed. We’ll be in touch prior to this date to let you know the details of when this change will take place.

I’d like to start benefitting from the SaferPayments Plus programme.

If you are currently non-compliant and would like to take advantage of our SaferPayments Plus phone managed service, please contact our dedicated SaferPayments Team. For UK customers call 0330 8089283 and ROI 1800816104 between 8am to 8pm Monday to Friday and 9am to 5pm on Saturday

I’m already compliant, but would like to benefit from the SaferPayments Plus programme.

If you are already compliant with the PCI DSS, but would like to start benefitting from the additional security tools you can move to the SaferPayment Plus programme. Please contact our dedicated SaferPayments Team. For UK customers call 0330 8089283 and ROI 1800816104 between 8am to 8pm Monday to Friday and 9am to 5pm on Saturday.

Terms & Conditions

Why have my Terms & Conditions changed?

We have updated our terms to reflect recent changes in law and regulation, developments in how we deliver products and services, terms applicable to new products and services and your obligations relating to these.

When will these changes take effect from?

Your new Terms and Conditions will take effect from 1st December 2019 and will replace all previous versions.