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:
65 Goswell Road
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?
Within 24 hours of your complaint being logged, we will respond with confirmation of receipt.
- 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.
Can I complain to the Financial Ombudsman?
The Financial Ombudsman was set up by Parliament to handle disputes between financial businesses and their customers. You can find guidelines on what type of complaints the Ombudsman handles here.
It should be noted that only certain customers may take their complaint to the Financial Ombudsman Service. Only organisations that use GoCardless to collect payments from end-customers ("merchants") are eligible to make a complaint to the Financial Ombudsman.
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).
If you collect payments using GoCardless, you will be eligible to make a complaint to the Financial Ombudsman if you’re a private individual, micro-enterprise, or small business either at the point of concluding the contract, or at the time of the complaint.
A small business is defined by the FCA as a business that has an annual turnover of less than £6.5 million; and employs fewer than 50 people; or has a balance sheet total of less than £5 million.
A micro-enterprise is defined by the FCA as a business that employs fewer than 10 people and has annual turnover or an annual balance sheet which does not exceed €2 million.
You can find further guidelines on who is eligible to complain to the Ombudsman here.
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.