Our complaints procedure.

 

We're sorry to hear something about our service is making you unhappy. When something has gone wrong, we want to know so that we can put it right as quickly as we can.

Your feedback is extremely valuable as it allows us to continually improve our products and services.

To make it easy, there are a few different ways you can get in touch. It's a good idea to have your takepayments reference handy when you contact us, so we can find your details as quickly as possible.

We’re committed to addressing all complaints, fully and fairly, and in a reasonable timeframe.

 

How to raise your issue with a member of our team

There are 3 easy ways to get in touch with us:

 

Firstly, speak to us

If you call us, our Customer Success team will do everything they can to resolve your complaint right away. If you contact us another way, one of our Customer Experience Consultants will make contact within 1 business day to discuss your issue with you.

If we require more time to propose a solution, we will let you know and confirm when we will next make contact to provide an update.

Escalation process

If you are unhappy with the outcome of your complaint following a conversation with one of our Customer Experience Consultants, one of our managers will pick it up and see how they can help find a solution.

If we require more time to propose a solution, we will let you know and confirm when we will next make contact to provide an update.

Complaint resolution

If you consider your complaint to be resolved, we will provide you with a Summary Resolution Communication for your records.   

Final response

We strive to resolve complaints within a matter of hours, however sometimes issues are complex and may take time to be thoroughly investigated. 

We’ll send a letter if your case is still ongoing after four weeks and we will confirm our Final Response no later than 8 weeks from the date you first made the complaint. If for any reason we cannot give you a final response within 8 weeks, we will write to you to explain why.

If you remain dissatisfied

If you remain dissatisfied after receiving our final response, you may pass the complaint to the Financial Ombudsman Service where you are eligible to do so unless you are a:

  • Limited Company or other corporate body (including partnerships comprised entirely of corporate bodies)
  • Partnership of four or more
  • Business with 10 or more employees
  • Business with a turnover or annual balance sheet in excess of €2million.

For more details, or to check your eligibility to refer your complaint you can contact the Financial Ombudsman Service using the details below.

If you wish to refer your complaint to the Financial Ombudsman Service, then you must do so within six months of the date of our Final Response.

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