At WorldPay, we place great importance on providing the highest standard of service to all our customers.
Occasionally, we don't get our service delivery right. If this happens, we would like you to tell us about your concern or complaint, so that we have the opportunity to make amends and, wherever possible, improve our procedures so that whatever caused your concern or complaint doesn't happen again.
Your feedback is very important to help us to improve our service to you and other WorldPay customers.
We want to:
- Hear about your concern or complaint
- Make it easy for you to raise your complaint
- Consider your suggestions as to how we can put matters right
- Make every effort to ensure that you are satisfied with the way that your concern or complaint is handled
If you have any concerns or complaints relating to our service or products, then please contact us.
Do you have a complaint about an order?
If you have made an order from one of our merchant sites and are unsatisfied, please refer to our Shopper Help
You can contact us in any of the following ways:
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 calling from outside the UK and have problems accessing our 0870 number, you can use the following number: +44 (0)1223 25 8493
More information on accessibility can be found on the WorldPay.com Accessibility page
Financial Ombudsman Service
WorldPay Limited is covered by the Financial Ombudsman Service. This is an independent and impartial organisation whose job is to sort out individual complaints that consumers and businesses haven't been able to resolve themselves.
If you are still not satisfied after following our complaints procedures, you can ask the Financial Ombudsman to review your complaint, if you are eligible, i.e. you have an annual turnover of less than two million Euros and fewer than ten employees.
If you decide to refer your complaint to the Financial Ombudsman Service, according to their rules, you must do so within 6 months of the date of any final response issued.
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
You can find out more about the Financial Ombudsman Service, by contacting them at:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London E14 9SR
Telephone: 0845 080 1800
Website: www.financial-ombudsman.org.uk
