SumUp Complaints Process
We at SumUp are committed to providing excellent service and we care about your feedback. All our customers have the right to fair, effective, and courteous service at all times.
If you, for any reason, are not happy with our service or we have not met your expectations you can lodge a complaint.
Your feedback allows us to make improvements to the services that we offer to our merchants.
Our complaints process encourages the fast and efficient resolution of any issues at the initial point of contact. We aim to resolve any questions or concerns that you may have as quickly as possible.
Lodging a complaint
Please follow the steps below to help us provide you with an accurate and timely response:
Complaints can be submitted to SumUp via email at [email protected] or through the live chat Support Assistant option, which is available through the SumUp App and on your profile on the SumUp website.
You can also send a complaint via post to:
SumUp Payments Limited 16-20 Short's Gardens London WC2H 9US, United Kingdom |
When submitting, please state that you are lodging a complaint and include all details of the issue as well as copies of any relevant documents.
Complaints resolution
SumUp strives to resolve these matters as quickly as possible. If we are unable to resolve the matter to your satisfaction informally, we will send you a written acknowledgement within 5 business days of having received your complaint.
Our aim is to resolve your concerns and respond to you as soon as possible and no later than 15 business days of first receiving your complaint.
If, for reasons beyond our control, we are unable to issue you with a final response within 15 business days, we will write to you to keep you updated, clarifying the reason(s) for our delay and we will provide a timeline within which you will receive a full response. This deadline will be no longer than 35 business days from the receipt of your initial complaint.
If you remain dissatisfied
If you are not satisfied with our response - or if you have not received a response for 35 days - you have the right to forward to forward your complaint to the Financial Ombudsman Service (FOS).*
*Please note that the FOS can only become involved after we have had the opportunity to fully investigate the complaint. Any escalation to FOS must be done within six months of first raising your complaint to SumUp.
The contact details for the FOS are:
Financial Ombudsman Service Exchange Tower London E14 9SR, United Kingdon Telephone: 08000234567 Email: [email protected] Website: financial-ombudsman.org.uk |