Who is covered by this complaint policy
This policy only covers you if you are a RBS WorldPay merchant and therefore have a RBS WorldPay Merchant ID.
Do you have a complaint about an order
If you have made an order from one of our merchant sites and are unsatisfied, please refer to our: Shopper Help
How we will treat your complaint
At RBS WorldPay, we do everything we can to make sure our customers get the best possible service.
We do recognise, however, that we don’t always get it right. When that happens we always encourage you to tell us about your complaint so that we can put matters right.
We want to:
- make it easy for you to raise your complaint
- listen to your complaint
- consider how you’d like us to resolve your complaint
- make sure you’re satisfied with how your complaint was handled.
This text explains what to do if you have any complaint about WorldPay’s service. It also tells you how quickly we will deal with your complaint and who to contact if you are not satisfied with our response.
How and where to complain
If you're not satisfied with any aspect of our service or products, you can tell any RBS WorldPay member of staff by your usual method of contact.
In writing
Customer Care Manager
RBS WorldPay
Units 270 -289
The Science Park
Milton Road
Cambridge
CB4 0WE
How long will it take?
Our aim is to resolve your complaint as soon as possible.
We will acknowledge receipt of your complaint within 1 working day.
In the majority of cases we will be able to resolve your complaint within 5 working days.
If we are unable to resolve it within 5 working days we will contact you (normally by email) to:
- explain why we have not managed to resolve your complaint
- tell you who is dealing with your complaint
- tell you how long we expect to take to resolve it.
What to do if we can't reach agreement together
RBS Worldpay is a member of the Financial Ombudsman Service.
Our aim is to resolve all complaints internally. However, if we can't reach agreement with you, our Customer Care Manager will send you a 'final response' letter. This letter will clearly set out the RBS Worldpay's position in relation to your complaint.
However if you are not satisfied with our suggested resolution, or if eight weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.
If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued.
About the Financial Ombudsman Service
The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into, and further information about this can be obtained from them directly.
We are committed to resolving your complaint fairly and quickly. In most cases this can be done if you contact us as soon as possible. We will try to resolve your complaint by listening to your concerns and agreeing a solution with you.
Contact the Financial Ombudsman Service
Write - The Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London E14 9SR
Call - 0845 080 1800
Visit the Financial Ombudsman website
