GlobePay Complaints Procedure

We value your feedback as it allows us to improve our products and services to all/our customers. If you think that we could have served you better, please let us know.

This document explains how you can contact us to raise a complaint against any aspect of the GlobePay service and how we will work with you to resolve it.

GlobePay has established an internal complaints procedure to make sure that your complaint is handled efficiently.

Your first point of contact should be with GlobePay Customer Service who will listen to your complaint and work with you to resolve it. Customer Service is available on business days, between 9.30 am and 6 pm (UK time).

Who can complain

You can make a complaint to us if you are an eligible complainant under the rules of the UK Financial Conduct Authority (FCA). This includes:

• an individual consumer,
• a micro-enterprise,
• a charity with an annual income of less than £6.5 million,
• a trustee of a trust with a net asset value of less than £5 million, or
• a guarantor.

If you are unsure whether you fall within these categories, please contact us and we will confirm whether you are eligible to complain under our procedure.

What can you complain about

You can raise a complaint with GlobePay if you are unhappy with:

• the way we have provided, or failed to provide, our payment services to you;
• the quality of our customer service; or
• any action or lack of action by GlobePay in carrying out our regulated activities.

Information which will help us

To make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you provide us with the following information:

• Your name, your company name, andthe merchant ID
• A clear description of your concern or complaint
• Details of what you would like us to do to put it right
• Copies of any relevant documents, for example, emails sent by or to you or screenshots which will show us a specific issue
• An email address and a daytime telephone number where we can contact you

We need to understand exactly what the problem is, so the more information you can provide the better.

How to contact us

By WeChat: getdeal3

By telephone: +44 (0) 208 2265115

By email: support@globepay.co 

In writing:

Complaints, GlobePay Limited

Level 2, 30 Churchill Pl

London

E14 5RE

United Kingdom.

What will GlobePay do

At GlobePay we endeavour to provide the best service possible. As a result, when we receive a complaint, we will ensure we do the following:

• Acknowledge your complaint promptly
• Let you know who will handle your complaint and how you can contact them
• Supply you with a reference number to help us locate your complaint swiftly

We will aim to resolve your complaint within 15 business days. In exceptional circumstances beyond our control, we will contact you to explain the delay and advise you of our expected timescale. In such circumstances, we will ensure that we reach a resolution within 35 business days.

If you file a complaint with us, but we discover that the issue is actually related to another firm, we will promptly clarify the situation and advise you to contact the relevant company. If possible, we will also provide you with the contact details of the other firm.

What if you are not happy with our response

Globe Pay aims to resolve all complaints as quickly as possible, and to the satisfaction of our customers. However, if you are not fully satisfied with the outcome of your complaint or if 35 business days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

The FOS is a free and independent service set up by law to resolve complaints between customers and financial services firms. You must contact them within six months of the date of any final response issued.

How to contact the Financial Ombudsman Service

Financial Ombudsman Service

Exchange Tower

London

E14 9SR

United Kingdom.

Telephone 0800 023 4587

Calls to this number are now free on mobile phones and landlines.

0330 123 9123

Calls to this number cost no more than calls to 01 and 02 numbers.

+44 20 7964 0500

Calls from outside the UK

Email: complaint.info@financial-ombudsman.org.uk 

Website: http://www.financial-ombudsman.org.uk

For more information, you can view the Financial Ombudsman Service consumer leaflet.