Merchant Services Complaints
Resolving your complaint
At Worldline, we hold ourselves to the highest standards and strive to deliver exceptional service to our customers. This commitment extends to ensuring a robust complaints procedure is in place when you feel those standards haven’t been met.
Should you ever need to raise a concern with us, we will endeavour to resolve it with fairness, efficiency, and urgency, in line with our internal complaints policy. Whether you choose to communicate via letter, email, or telephone, we treat all complaints with the utmost seriousness.
Please allow us to assist you in addressing any concerns or issues you may have.
On this page you will find the steps you can take to make a complaint and what you can expect from us in resolving the matter.
Your feedback is invaluable to us as it helps us identify areas for improvement and ensures that we can provide better service to you and all our customers.
Thank you for bringing this to our attention, and we appreciate the opportunity to make things right. Our ultimate goal is to reach a resolution that satisfies both parties. Once a resolution is agreed upon, we aim to finalise matters as swiftly as possible.
Our complaint handling process
In order to maintain transparency and adhere to industry regulations, we have established a thorough procedure for handling complaints.
Timely resolution
We are committed to addressing your concerns promptly and aim to resolve your complaint within three business days from the date of receipt. (Please note that our business days are Monday through Friday, excluding Bank Holidays).
If we successfully resolve your complaint within three business days of its initial submission, you will receive a Summary Resolution Communication (SRC), confirming that your complaint has been satisfactorily addressed.
Full Investigation
Recognizing that some complaints are more complex and may require additional time, we commit to conducting a thorough investigation. If we are unable to resolve your complaint within three business days, we will promptly acknowledge your complaint within five business days. We will confirm that we are fully investigating your concerns and provide an estimated timeframe for our response.
For complaints related to payments, we aim to send a final response within 15 business days. In exceptional cases, we may issue a holding response and aim to provide a final response within 35 business days.
For all other complaints, we endeavour to provide a substantive final response no longer than eight weeks from receipt of your complaint.
Ongoing Communication
We are dedicated to keeping you informed throughout the investigation process. Should our investigation remain unresolved, we will contact you again to explain the delay and provide an expected timeline for delivering a final response. Additionally, please feel free to contact us at any time if you have any questions or concerns, or if you would like to follow up on your complaints.
Your rights
Your satisfaction is important to us. If you remain dissatisfied with our final response, you have the option to escalate your complaint to the Financial Ombudsman Service.
The Financial Ombudsman Service offers a free, independent service for resolving disputes between customers and financial institutions. We will provide you with information on how to contact them and a leaflet containing further details. You have six months from the date of our final response to request their review of your complaint.
How to make a complaint
In order to make a complaint to Worldline Merchant Services UK Ltd, please contact us using the following e-mail address:
If you have a complaint, we would prefer that for certainty, you provide it to us in writing, although you may make a verbal complaint by telephone or in person to our Sales or Customer Service.