Handepay's 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.  Depending on the information required, this may take up to five business days.  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.


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]


“What can I do if I am not happy with the response?”

If you are not satisfied with the outcome of your initial contact, you may put your concerns in writing to the Customer Service Manager.  In your letter, you should state clearly your concerns, explain why you feel we are wrong in how we have dealt with your complaint and how you think we could put things right.  It would be helpful if you could also provide any written evidence to support your grievance.


“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 five business days of receiving it and indicate when a full response can be expected.
  • 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 the Customer Service Manager, you can request for the results to be reviewed by the Head of Customer Experience. The details of your complaint and the resulting investigation will be passed to her and you will be contacted within ten business days, to let you know the complaint has been referred to her and when you can expect a full response.

If we cannot reach agreement with you, we will send you our final response on the matter, along with advice on how you may contact the Financial Ombudsman Service should you wish to take the matter further.  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.