• Developers
  • Reporting
  • Disputes
  • Contact us
  • Log in

Main Navigation

  • Account

      Account

        • Customer docs & pricing

          Find important documents such as our Terms of Service and Merchant Operating Instructions, as well as more information on things like Stored Credential Transactions and the Account Updater Service

        • Compliance & security

          For more information on Strong Customer Authentication, PCI Compliance, and fraud prevention best practices

        • Stationery ordering

          Order your tally rolls, card scheme logo stickers, and more

        • FAQs

          Our FAQs can help you with queries including pricing changes, cleaning and restarting your terminals, and Multi-Factor Authentication

  • Products

      Products

        • POS help
        • Ecommerce help
        • Bank Payment
  • Insights
  • Trending Articles
Sign up
Search

Main Navigation

  • Account
      Account

      Account

    • Customer docs & pricing
    • Compliance & security
    • Stationery ordering
    • FAQs
  • Products
      Products

      Products

    • POS help
    • Ecommerce help
    • Bank Payment
  • Insights
  • Trending Articles
    • Developers
    • Reporting
    • Disputes
    • Contact us
    • Log in
    Sign up /en-gb/sitecore/content/gpn/corporate/corporate/home/modals/signup-homepage

Sidebar Navigation

  • Account -
    • FAQs -
      • Pricing frequently asked questions +
      • PCI Frequently asked questions +
      • Best practice for cleaning your POS device(s) +
      • Terminal restart guide +
      • CNP FAQs - resubmitting declined transactions +
      • Multi-Factor Authentication for Global Payments Ecommerce Portal +
      • Ecommerce FAQs +
      • Bank Payment FAQs +
      • Your invoice explained +
      • How do I make a complaint -
    • Customer Docs & Pricing +
      • Terms of Service +
      • Merchant Operating Instructions +
      • Interchange fee update +
      • Recovered card form +
      • Mastercard and Visa Interchange rates +
      • Merchant Data Processing Notice +
      • Enhanced Authorisation Data Service merchant implementation guide +
      • Stored Credential Guide +
      • SCT Technical Implementation Guide +
      • SCT Decision Tree +
      • Account Updater Service +
      • Account Updater migration to UK Ensurebill +
    • Compliance & Security +
      • Ecommerce fraud management +
      • Know the risks +
      • Online Card Not Present Best Practices +
      • Fraud Hints and Tips Guide +
      • Reducing Risk of Fraud Guide +
      • Guide to Patching +
      • Know the risks +
      • What To Do If You're Compromised +
      • PCI Frequently asked questions +
      • SCA +
        • One-off payments without saving card details
        • One-click payments without saving card details
        • Card saved for recurring, automatic payments
        • Payment over the phone (MO/TO)
        • What Do I Need to Do to Be SCA Compliant?
        • PSD2 and SCA Technical Information Guide
        • Strong Customer Authentication Decision Tree
        • How to use the Strong Customer Authentication (SCA) Authentication Outage Indicator
    • Stationery ordering +
    • How do I understand my invoice? +
  • Products +
    • Point of Sale Help +
      • Quick Start Guide Miura M10 Device +
      • Quickstart Guide Miura M20 Device +
    • Ecommerce Help +
      • Transaction management +
      • Customer management +
      • Fraud Management +
      • Resetting your password +
      • Virtual Terminal +
      • Ecommerce portal navigation +
      • User Management +
      • Transaction reporting +
      • Ecommerce FAQs +
    • Bank Payment +
      • Bank Payment FAQs +
      • Bank Payment sales sheet +
  1. Home
  2. Account
  3. FAQs
  4. How do I make a complaint
Last updated 02/06/2023
2 Min Read Time

How do I make a complaint

Our complaints procedure.

Introduction

At Global Payments, we always strive to provide you with the best possible service, but we understand that from time to time you may be unhappy and want to get in touch. We’ll always try to resolve any issues you raise with us at the first point of contact. If we’re not able to do this and you remain unhappy with the quality of service, or the way in which the service was provided, you can formally bring the issue to our attention.

Making a complaint

As Global Payments is authorised and regulated by the Financial Conduct Authority (FCA), we automatically follow the FCA’s complaints process, which is summarised on the following pages. You can raise a complaint with us either by letter, email, telephone, or in person. If you raise a complaint either by telephone or in person, the colleague receiving your complaint will make a note of what it’s about and confirm next steps. Where possible we’ll try to resolve your complaint as soon as we receive it, but this isn’t always possible.

Early resolution of complaints

If your complaint was resolved by the third business day after we received it, then the following sections won’t apply. We will, however, send you written confirmation of the concerns you raised. 

Acknowledging your complaint

We’ll send you written acknowledgement that we’ve received and recorded your complaint within three business days of receipt, regardless of how it’s been raised.

Investigation of complaints

All complaints are investigated so that the person looking into it comes to a conclusion on a case by case basis. During the investigation we can ask you to provide further information or clarify details you may have already given to us. This is to ensure we fully understand your complaint and resolve it satisfactorily.

Complaint resolution

Once we’ve completed our investigations we’ll discuss the outcome with you. Where appropriate, we’ll aim to provide you with fair compensation for any acts or omissions that we were responsible for, in line with both our Terms of Service and the Financial Ombudsman Service guidelines.

Timetable for responding

We always want to resolve any complaint you raise with us as soon as possible. However, in some cases we may need a period of time to gather all the details and fully consider your concerns. In these cases, we’ll provide you with a written response within 15 business days. In exceptional cases it may take us longer than 15 business days to deal with a complaint. If this happens, we’ll write to you letting you know why the complaint can’t be resolved and what action will be taken to ensure it’s resolved within 35 business days. Where you aren’t satisfied with our response or if you haven’t received a reply from us within three working days of raising your complaint, you may (please refer to the Exclusions section) have the right to refer the matter to the Financial Ombudsman Service.

How to contact the Financial Ombudsman Service

If you need to contact the Financial Ombudsman Service, you can write to them at the following address, or contact them by telephone or email.

Address:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
Isle of Dogs
London
E14 9SR

Telephone:

0800 023 4567 – calls to this number are free when calling from a fixed line in the UK.

0300 123 9123 – calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs. Please note calls to both these numbers are recorded.

E-mail:

complaint.info@financial-ombudsman.org.uk

Website:

www.financial-ombudsman.org.uk

Exclusions

Please be aware that whilst these procedures apply to all our customers, only eligible complainants. – that is private individuals, micro enterprises with an annual turnover of less than €2 million and fewer than ten employees, charities with an annual turnover of less than €6.5 million and businesses with an annual turnover of less than €6.5 million and fewer than fifty employees, are able to refer their complaint to the Financial Ombudsman Service should they remain dissatisfied with our findings. 

How to Contact Us

If you need to contact us at any stage regarding your complaint, you can write to us at the following address, or contact us by telephone or email.

Address:

Customer Relations Department
Global Payments
Granite House
Granite Way
Syston
Leicester
LE7 1PL

Telephone:

0345 600 8751*

We’re happy to telephone you back, if you’re worried about the cost of calling us.

Email:

customer.services@globalpay.com**

*Lines are open from 9am to 5pm, Monday to Friday, except public holidays. If you have a speech or hearing impairment, you can call us using the Relay Service by dialling 18001 followed by 0345 600 8751 Calls may be recorded. To help us continually improve on our service and in the interests of security, we may monitor and/or record your telephone calls with us. Any recordings remain our sole property.
**We’re available between 9am and 5pm Monday to Friday (excluding public holidays) to deal with any Global Payments queries you may have.
  • Account
  • Products
  • Customer Docs & Pricing
  • Compliance & Security
  • Industry news
  • Trending articles
  • Notices and Policies
  • Sitemap

Already a customer?

Log in

Connect

  • LinkedIn
  • Twitter
  • Facebook
  • YouTube
{D6036E8F-C9A1-420D-AEC3-5680EC9FBE35}
 

Global Payments is a trading name of GPUK LLP. GPUK LLP is authorised by the Financial Conduct Authority under the Payment Services Regulations 2017 (504290) for the provision of payment services and under the Consumer Credit Act (714439) for the undertaking of terminal rental agreements. GPUK LLP is a limited liability partnership registered in England with company number OC337146. Registered Office: Granite House, Granite Way, Syston, Leicester, LE7 1PL. The members are Global Payments U.K. Limited and Global Payments U.K. 2 Limited. Service of any documents relating to the business will be effective if served at the Registered Office.

Global Payments is also a trading name of Pay and Shop Limited. Pay and Shop Limited is a limited company registered in Ireland with company number 324929. Registered Office: The Observatory, 7-11 Sir John Rogerson's Quay, Dublin 2, Ireland. Service of any documents relating to the business will be effective if served at the Registered Office.

© 2023 GPUK LLP. All rights reserved. Privacy Statement | Terms of Use  | Ethics Reporting Hotline | Gender Pay Report  | Anti Slavery Statement