Complaints data

Worldpay (UK) Limited provides countertop, portable, mobile and contactless card machines for UK-based merchants, from large corporates to small and medium-sized enterprises (SMEs/SMBs) and micro merchants.

Worldpay (UK) Limited is authorised for payment services and regulated by the FCA for the credit-related activity of consumer as we hire out card machines to our customers.

We are dedicated to helping customers prosper so we take all feedback from our customers very seriously and we are committed to adhering to the FCA Dispute Resolution (DISP) rules that apply to parts of our business.

Around 300,000 UK businesses count on us to deliver a reliable, secure and quality service. We have a dedicated Complaints Team who work to understand customer complaints, fix root causes and rebuild customer relationships.

The FCA DISP Rules require us to report complaint numbers in relation to consumer hire activities. Externally reporting details of the complaints we receive enables us to provide greater transparency to all our customers.

In the first half of 2018, we received a total of 503 complaints relating to credit-related regulated activities. That’s 4.01 complaints per 1000 live accounts.

Firm name: Worldpay (UK) Limited

Group: Worldpay

Other firms included in this report (if any): None

Period covered in this report: 01-Jan-18 up to and including 30-Jun-18

Brands/trading names covered: Worldpay (UK) Limited

Product/service grouping

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Percentage upheld

Credit Related

4.01 per 1000 accounts

503

500

56% (280)

 

In 2017, we received a total of 726 complaints relating to credit-related regulated activities.

That’s 4.97 complaints per 1000 live accounts.

Firm name: Worldpay (UK) Limited

Group: Worldpay

Other firms included in this report (if any): N/A

Period covered in this report: 1 January 2017 – 31 December 2017

Brands/trading names covered: Worldpay

 

Product/service grouping

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Percentage upheld

Credit Related

4.97 per 1000 accounts

726

725

33%

 

In the second half of 2016, we received 333 complaints relating to credit-related regulated activities. To put that into context, that’s 2.48 complaints per 1000 live accounts.

Firm name: Worldpay (UK) Limited

Group: Worldpay

Other firms included in this report (if any): N/A

Period covered in this report: 30 June 2016 – 31 December 2016

Brands/trading names covered: Worldpay

Product/service grouping

Number of complaints opened by volume of business

Number of complaints opened

Number of complaints closed

Percentage upheld

Credit Related

2.48 per 1000 accounts

333

333

23%