Handepay's Complaints Procedure

Complaints Procedure

At Handepay Merchant Services, we are committed to providing the highest standard of service at all times.  Occasionally, we make mistakes which may not come to our attention unless you tell us about it.  To ensure that we deal with your complaint efficiently, and to your satisfaction, we have a complaints procedure which is detailed below for your information.


“How do I complain?”

In the first instance, you should talk to a member of Handepay staff about your concerns:


Existing customers, Worldpay Acquired: telephone 0871 871 3888 

Existing customers, EVO Acquired: telephone 0333 005 0999 


and give them the opportunity to resolve your complaint on the spot.  The best person to speak to is the staff member who has already dealt with the matter you are concerned about, as they will be in the most knowledgeable position to help you quickly.  If a swift solution is not possible, for example further information is required from other sources, we will arrange a mutually convenient time to call you back. If the person you have previously spoken to is not available, or you prefer to speak to someone else, please ask for their Line Manager or the Complaints Department.

You may prefer to write in with your complaint, our address is as follows:


Handepay Merchant Services

Westway Park

Galway Crescent


WA11 0GR

Or email us at [email protected]


“How will my complaint be dealt with?”

Once your complaint has been received in writing we will:

  • Acknowledge receipt of your complaint in writing within three business days of receiving it.
  • Assess the subject matter and investigate the details fully and efficiently.
  • Respond to you within the given timescale or advise you promptly if this will not be possible and why.
  • Endeavour to ensure that you are satisfied that your complaint has been dealt with competently and fairly.
  • If we cannot reach an agreement with you, we will write to you within eight weeks, clearly stating our position with regard to your complaint.


“What can I do if I am dissatisfied with the results of the investigation?”

If you are not happy with the outcome of the investigation by Handepay you may contact the Financial Ombudsman Service.  You have the right to refer the dispute to them within six months of our final decision if you are unhappy with our response.


For more information about the Financial Ombudsman Service, visit www.financial-ombudsman.org.uk or telephone 0845 080 1800.


Finally, we do not look on complaints as unwanted.  Your feedback will help us to improve the fair and quality service we are committed to providing, so please do contact us if you are not happy with any aspect of our business practice.

Financial disclaimer:

Terminal hire contracts are provided by Merchant Rentals Limited, who is authorised and regulated in the UK by the Financial Conduct Authority (FCA) for Consumer Hire under FRN 720500. Terminal hire can be for consumer hire and non-regulated hire contracts. Please check your contract carefully for details. Regulation of all consumer hire fall under the control of the FCA.

Handepay Ltd is authorised and regulated by the FCA for Consumer Credit under FRN 673564. Handepay is a credit broker for consumer hire not a lender.

Handepay acts as an introducer of card acquiring services on behalf of EVO Payments UK, the card acquiring service provider. EVO Payments UK is the trading name of EVO Payments UK Ltd, a payment institution that is authorised and regulated by the Financial Conduct Authority (FRN number 959332).

Existing Cards Businesses- The one-month rolling terminal hire contract from Merchant Rentals is only available to businesses that are switching from their current acquirer to EVO Payments UK arranged through Handepay.

New to Cards Businesses- The 12-month terminal hire contract from Merchant Rentals is only available to businesses that are new to card payments and wish to receive acquiring services from EVO Payments UK, arranged through Handepay.

The Next Day Banking Settlement service provided by EVO Payments UK incurs an additional fee of £4 a month on top of your acquiring service charges and fees. Provided your card machine performs a reconciliation before 12am (midnight), you’ll receive settlement of funds the next banking day.

Editorial disclaimer:

The information we provide does not constitute financial advice and might not apply to your business. Always carry out research into your business’ needs when choosing a new merchant services provider.

Sometimes, we link to other third-party websites to provide you with additional information. At the time of publication, we consider the information accurate, however, we do not have control over their content and are not responsible if any information on these websites change.

The products we display on our website are for illustrative purposes only - if your business requires additional facilities, you may receive a different model than advertised.

All of the information contained on this website, including fees, services and functionality, are correct at time of publishing. E&OE.