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Globepay Complaint Handling Procedure

When can I make a complaint?

You can raise a complaint to us whenever you believe that you have suffered the following because of our service:

  • financial loss; 
  • material distress; or 
  • material inconvenience 
How can I make a complaint?

If you want to make a compliant to us, please kindly contact us as soon as possible using the following options:

By mail/In person: Globepay Support Team, 3027, Landmark, 40 Bank Street, Canary Wharf, London, E14 5NR,

By email: support@globepay.co,

By WeChat: WeChat ID: Globepay-service,

By phone: +44(0)208 2265115

We recommend you contact us in writing, so both of us can have a record of the communication.

Format of complaints

To help us resolve your complaint quickly, please note the following when making your complaint:

  1. put the word “complaint” in the subject when sending an email
  2. state clearly that you are making a complaint when contacting us by other means
  3. describe the complaint clearly, including your company name and partner code
  4. include your contact information: name, telephone number and email address
  5. attach any information that is relevant for handling your complaint.
Acknowledging your complaint

We are obliged to respond to any complaints received within 8 weeks. We will confirm the receipt of your complaint within 2 working days and offer a final response within 15 business days. Where we are able to provide a final response immediately, the acknowledgement may be combined with the final response. You will be kept informed of the progress of the investigation. We will respond to your complaint by email or by other methods that you prefer followed by an email to summarise the communication.

Final response

Within 15 working days of receiving the complaint, we will send you a final response regarding the complaint. The final response could be either upholding the complaint and, where appropriate, offer redress or reason for rejecting the complaint.

In exceptional circumstances or very complex cases we are entitled to take 35 business days, if this is the case, we will inform you of this fact within 15 business days of the initial complaint.

Referring complaints not related to Globepay Limited

If you complain to us but we find that the complaint actually relates to another firm. We will promptly make the clarification and advise you to contact the related company, and if possible, provide you with the other firm’s contact details.  

Referring complaints to the Financial Ombudsman Service

Should you not be satisfied with our final response, or you do not hear from us within the relevant time period, you may refer your complaint to the Financial Ombudsman Service (the ‘Ombudsman’) for their consideration. The Financial Ombudsman Service is a free, independent service for settling disputes between financial services firms and their customers. It can deal with complaints about a wide range of financial matters – from pet insurance to stocks and shares. It will ask the financial firm to explain what it thinks happened and then decide whether to uphold your complaint. Where you wish to do so, you should do so within 6 months (from the date the final response was issued) as your complaint may otherwise be time-bared under the Ombudsman’s rules.  

The Ombudsman can be contacted at the following address: 

Financial Ombudsman Service

South Quay Plaza

183 Marsh Wall

London

E14 9SR

Tel:  0845 080 1800  

You can find more information of making compliant to the Ombudsman on the FCA complain page and the Financial Ombudsman Service website

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