GlobePay Consumer Duty Mission Statement

At GlobePay, our customers are at the heart of everything we do.

We are committed to delivering good outcomes and ensuring our products and services are fair, transparent, and easy to use.

Our Commitment

We follow the Financial Conduct Authority’s (FCA) Consumer Duty and commit to:

• Ensuring that our products are designed to meet customers’ demands and needs, and
• Consistentlyproviding our products and services, which offer fair value to all customers;
• Presenting information of products and services clearly and unambiguously, enablingcustomers to make properly informed decisions;
• Consistently considering the needs of customersthroughout the product/service lifecycle;
• Communicating with customers effectively and responding to their needs in a timely manner;
• Providing appropriatefacilities and communication channels to support vulnerable customers;
• Regularly reviewing outcomes and taking actionwhere needed; and
• Continuously learning from experienceand improving our products and services to better serve our customers.

Our Product and Service

GlobePay provides secure and compliant payment services that enable merchants to accept payments from leading e-wallets, card networks, and bank-to-bank channels through our regulated partners.

We are authorised and regulated by the Financial Conduct Authority (register reference number: 930172) as an Authorised Payment Institution.

GlobePay’s core payment services are built around the principles of clarity, security, and value.

• We design products that are easy to understand and use, reducing friction in onboarding and transactions.
• We operate through regulated partners to ensure funds are safeguarded.
• We provide fair pricing and responsive support, enabling customers to make informed decisions and achieve their commercial objectives.

These practices reflect our commitment to the FCA’s Consumer Duty, ensuring our customers are treated fairly and receive consistently positive outcomes.

How is your money protected?

Funds from your transactions processed by GlobePay are safeguarded and segregated as client funds. These are treated in accordance with the safeguarding requirements set out in line with the Payment Services Regulations 2017. This includes placing amounts due to you into specially designated safeguarded funds accounts provided by FCA-authorised banking institutions prior to settlement into your nominated bank account.

Please note that safeguarded funds are not covered by the Financial Services Compensation Scheme (FSCS).

Supporting vulnerable customers

We understand that some customers may be in vulnerable circumstances. This could include challenges related to health, major life events, financial resilience, or capability.

If you believe that you may be vulnerable, please contact our Customer Support team on +44(0)20 8226 5115 or emailing support@globepay.co and we will do our best to provide additional help and support. This may include:

• Communicating in a way that best suits your needs (for example, by phone, email, or simplified explanations);
• Explain things in plain language;
• Allowing extra time to complete processes or make decisions;
• Providing consistent points of contact so you don’t have to repeat information; and
• Handling your information sensitively and confidentially.

Complaints

Customer satisfaction is very important to us and if you do have any cause to complain about the payment services provided, there are clear procedures provided by the Financial Conduct Authority to ensure your complaint is dealt with fairly.

Please contact us in the first instance at support@globepay.co and we will try to resolve your complaint. You can also call us on 020 8226 5115 or write to us at:

GlobePay Limited

Level 2

30 Churchill Place

London

E14 5RE

If you are not satisfied with our response, you may refer your complaint to the Financial Ombudsman Service free of charge at:  

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

Tel: 0800 023 4567

Website: www.financial-ombudsman.org.uk

You can find our full Complaints Handling Procedure on our website here.

Continuous Improvement

We regularly review our products, services, and customer feedback to ensure we meet the highest standards of fairness, value, and transparency.