How to complain
Email [email protected] with the subject Complaint, or call 0345 548 0072. Tell us your name, your business, what went wrong and what you would like us to do.
What happens next
- We acknowledge your complaint within 2 working days.
- A senior member of the team looks into it and contacts you to understand what happened.
- We aim to give you a full written response within 10 working days. If we need longer, we tell you why and when to expect it.
- If you are not happy with the response, ask for it to be reviewed by a director, who will reply within a further 10 working days.
Card payment complaints
Complaints about card processing, settlement or your merchant account are handled by eCom Pay under its own complaints procedure. If you are not sure which applies, contact us and we will pass it on for you.
Data protection complaints
Complaints about personal data are handled as described in our privacy policy. You can also complain to the Information Commissioner's Office.