GoCardless aims to provide a high quality of service. We take complaints seriously and welcome feedback on the service we provide. If you are unhappy with a service we have provided or feel we could have done something better, you can follow the complaints procedure outlined below.
How do I make a complaint?
Please submit complaints via email to: firstname.lastname@example.org
Complaints can also be submitted in writing to:
GoCardless Ltd HQ*
65 Goswell Road
*If you require an address for one of our other offices please reach out via email and we’ll be in touch.
Our complaints handling team will receive the complaint and send an acknowledgement of receipt within 24 hours.
Please provide as much detail as possible and reference any previous correspondence
related to the complaint. This will make it easier for us to process your complaint as quickly as possible.
How will my complaint be processed?
We will acknowledge receipt of your complaint within 1 business day.
- Our complaints handling team will begin investigating your complaint immediately, keeping you up to date with regular updates every 5 business days.
- We aim to provide a final response within 15 business days of our receipt of your complaint.
What if I’m not happy with the response?
If you’re not happy with our final response, you may, if eligible,refer your complaint to the dispute resolution service listed for the region your business is domiciled in.
To be eligible, you must be an organisation that uses GoCardless to collect payments from your customers ("GC Merchant"). If you have had a payment collected from your bank account from a merchant that uses GoCardless, you won’t be eligible to make a complaint to the Financial Ombudsman. If you’d like to make a complaint about the payment service you’ve received, you should make the complaint directly to your payment service provider (this will normally be your bank).
In addition to the above, you will need to meet the specific requirements set by your dispute resolution service. Broadly, the requirements are:
- you identify as one of the types of eligible complainants listed (e.g. you are an individual consumer, small business or you have characteristics of some other specific entity)
- complaint subject matter allows for consideration of the complaint by the complaints body; and
- complaint lodged within the set time limit.
We recommend that you check the specific requirements that apply to you by visiting the appropriate dispute resolution services website below.
UK, EU, and any other region not listed
You can submit your complaint to the Financial Ombudsman Service (FOS).
Telephone: 0800 023 4567
Postal Address: FOS, Exchange Tower, Harbour Exchange Square, London, E14 9SR
How do I complain to the Financial Ombudsman?
If you are dissatisfied with the response you have received, you may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
You can submit your complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
Telephone: 1800 931 678 (free call)
Postal Address: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001
How do I complain to the Australian Financial Complaints Authority (AFCA)?
If you are dissatisfied with the response you have received, you may, if eligible, refer your complaint to the Australian Financial Complaints Authority. In most cases, you will have two years to lodge a complaint after you have received a final response from GoCardless.