Complaints Procedure

This Policy was last updated on 16th February 2012

This policy may be made available in a number of different European languages; all versions are legally binding but in the event of any inconsistency between the English Language version and a translated version, the English Language version will prevail.

Contents 1. Introduction
2. Information you need to give us
3. What GlobalWebPay will do
4. GlobalWebPay complaints procedures
5. Contact us
6. Financial Ombudsman Service


1. Introduction

GlobalWebPay Ltd ("GlobalWebPay" or "we") is committed to providing a high standard of service to all of its customers on every occasion. Occasionally, however, we may not live up to your expectations. This document explains how you can make a comment or raise a complaint against any aspect of the GlobalWebPay service.

If you have a complaint about any aspect of the service provided to you by GlobalWebPay then we would like to hear from you. You can contact us by email, telephone or in writing. You may find email is the fastest way to resolve your issue.

Your first point of contact should be with the GlobalWebPay Customer Support Team who will attend to your complaint and work with you to resolve it. GlobalWebPay has established an internal complaints procedure to make sure that your complaint is handled efficiently. Contact details are provided at the end of this document.

GlobalWebPay takes your comments seriously. They allow us to improve our service to you and help us to improve our products and services to all our Account holders. If you think that we could have served you better then please let us know.

2. Information you need to give us

GlobalWebPay Ltd ("GlobalWebPay" or "we") is committed to providing a high standard of service to all of its customers on every occasion. Occasionally, however, we may not live up to your expectations. This document explains how you can make a comment or raise a complaint against any aspect of the GlobalWebPay service.

  • Your name, address and account number,
  • A clear description of your concern or complaint,
  • Tell us what you would like us to do to put it right,
  • Copies of any relevant documents (for example emails sent by or to you),
  • An email address and a daytime telephone number where we can contact you.

GlobalWebPay will work with you to try to resolve your complaint immediately. We need to understand exactly what the problem is. The more information you can give us the better.

3. What GlobalWebPay will do

Sometimes we won’t be able to resolve your complaint or concern immediately. If we can’t and if we have not already contacted you with our proposal for resolving it, we will:

  • Acknowledge immediately by email that we have spoken to you and that your complaint has been passed on to the Complaints team,
  • Acknowledge your complaint by email within 3 working days,
  • Let you know who will handle your complaint, and how you can contact them.

If your complaint is complicated it could take longer to resolve. If this is the case we will keep you informed of progress as we continue our investigations. We will aim to resolve your complaint within four weeks. However, if we cannot do this, we will email you an update at that time to explain what’s happening, and to let you know when we expect to resolve your complaint. When we believe that we have resolved your complaint, we will email you with details of the actions we are proposing to take, or have taken.

4. GlobalWebPay complaints procedures

If you would like a copy of our Internal Complaints Handling Procedures then please request a copy from support@globalwebpay.com. Please write “Complaints Procedures” in the subject line when emailing to request a copy.

5. Contact us

If you have any questions you can first try to answer them using the Help and FAQ section of our website http://www.globalwebpay.com/Domain/GWP/Home/FrequentQuest.aspx.

If this does not resolve your query, then please contact the GlobalWebPay Customer Support team, whose office hours are 09:00 to 17:30 GMT Monday to Friday.

The best way of contacting the customer support team is by email: support@globalwebpay.com. Email support is also available outside hours, including weekends.

If you prefer, you may also contact us by telephone during office hours or post.


When you contact the Support team please have the following information readily available in addition to your full name:

  • Your account number,
  • Your email address,
  • The detail of your enquiry

You can contact the team in a number of ways, though you may find email is the fastest way to resolve your issue:

By E-mail at:

By letter at:
The Managing Director
Global Web Pay Limited
Portland House
Bressenden Place
London
SW1E 5RS


Or by phone on:
+44 (0) 207 233 9595

GlobalWebPay Limited “GlobalWebPay” (Company Registration number, 07321803) has its registered office at 1 Forstal Road, Aylesford, Kent. ME20 7AU. Global Web Pay Limited is authorised by the Financial Conduct Authority (FCA) under the Payment Service Regulations, 2009 for the provision of payment services. FCA Registration Number FRN 631844.

6. Financial Ombudsman Service

As mentioned above, Global Web Pay Limited is authorised by the Financial Conduct Authority (FCA). If at the completion of GlobalWebPay’s internal complaints procedures, you are still unhappy then you can request a review from the UK’s Financial Ombudsman Service (FOS). The FCA has established the FOS to perform independent reviews on any eligible complaints made by Account holders which companies like us are unable to resolve to the consumer’s satisfaction.

If you want to you can obtain a copy of the FOS explanatory leaflet from the Financial Ombudsman Service directly at their Website: http://www.financial-ombudsman.org.uk

Your questions answered
© 2010-2019, GlobalWebPay Ltd. All rights reserved. Global Web Pay Limited is authorised by the Financial Conduct Authority (FCA) under the Payment Service Regulations, 2009 for the provision of payment services. FCA Registration Number FRN 631844. Global Web Pay Limited is licensed and regulated by HMRC as a Money Services Business (MSB) License Number 12627384.

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