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