"It was great that Handepay offered competitive rates, however my decision to switch merchant service provider came down to their fantastic customer service."

It was great that Handepay offered competitive rates, however my decision to switch merchant service provider came down to their fantastic customer service.

Customer Case Study - McEvoy and Rowley

McEvoy and Rowley were pleased to find a merchant service provider who offered high levels of customer support.

Established in 1967 as an electrical retailer, the business started selling appliances such as washing machines and dishwashers. Over the past 50 years, the company has grown, now offering bespoke fitted kitchens alongside providing ongoing appliance services.

Now based in multiple locations around Berkshire, the company accepts a large number of card payments. The business prides itself on offering a highly personalised service, taking the time to listen to their customer’s requirements and providing a fully customised service.

General Manager, Simon Trotter, was frustrated with the lack of customer support from previous merchant service providers, and decided to find a better solution:

“We’ve accepted card payments for years, and have regularly experienced poor customer service from various merchant service providers. Whether it’s support centres which are based on the other side of the world, or a slow response time, dealing with your merchant service provider can often be stressful.

A few months ago, I decided to switch to a merchant service provider who were linked to our accounting software, to help streamline the process. However, the experience was very stressful, as the company hadn’t carried out due diligence and decided to change their terms once we had all the terminals installed. They cancelled some of our terminals, leaving us without the ability to accept card payments at multiple locations.

We’ve been established for more than 50 years and have great cashflow and high turnover, so their actions really angered me. I decided to take my business elsewhere, and asked my network for recommendations on the best merchant service provider.

One of my business connections had recently switched to Handepay and was thrilled with their service. I got in touch with an advisor to find out if I could switch, and was pleased to receive a visit from a helpful account manager.

I explained what had happened with our previous merchant service provider, and my account manager reassured me by addressing my concerns straight away. He made sure that I wouldn’t face any similar issues, and was very thorough when helping me make the switch.

He also took a look at our statements, and informed me that some of our sites could save almost 50% on merchant services costs. It was great that Handepay offered competitive rates, however my decision to switch came down to their fantastic customer service.

If I ever have any questions, I can either get in touch with my account manager or simply call Handepay’s customer support team. There’s no waiting on hold or calling a huge call centre based in a different country, I can speak with someone helpful in the UK in a matter of minutes.

What’s more, our accounts department have been thrilled with how simple Handepay’s online Business Resource Centre is. I was used to hearing how indecipherable our other merchant service providers monthly statements were, and we were often just forced to trust that we were being charged the right amount.

They were pleased to discover that Handepay’s statements were completely transparent and easy to understand. The team now find it so simple to visit the portal and download Handepay’s transparent statements, it’s really simplified their accounting process!”