GlobePay Complaints Procedure

We value your feedback as it allows us to improve our products and services to all/our customers. If you think that we could have served you better, please let us know.

This document explains how you can contact us to raise a complaint against any aspect of the GlobePay service and how we will work with you to resolve it.

GlobePay has established an internal complaints procedure to make sure that your complaint is handled efficiently.

Your first point of contact should be with GlobePay Customer Service who will listen to your complaint and work with you to resolve it. Customer Service is available between 9.30 am and 6 pm Monday to Friday.

Information which will help us

To make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you provide us with the following information:

· Your name, address, and your company name

· A clear description of your concern or complaint

· Details of what you would like us to do to put it right

· Copies of any relevant documents, for example, emails sent by or to you or screenshots which will show us a specific issue

· An email address and a daytime telephone number where we can contact you

We need to understand exactly what the problem is, so the more information you can provide the better.

How to contact us

By telephone: +44 (0) 208 2265115

By email: support@globepay.co

In writing:

Complaints, GlobePay Limited

Level 2, 30 Churchill Pl

London

E14 5RE

United Kingdom.

What will GlobePay do

At GlobePay we endeavour to provide the best service possible. As a result, when we receive a complaint, we will ensure we do the following:

· Acknowledge your complaint promptly

· Let you know who will handle your complaint and how you can contact them

· Supply you with a reference number to help us locate your complaint swiftly

We will aim to resolve your complaint within 15 business days. However, if there are extreme circumstances which are beyond our control, we will contact you to explain and advise you of our expected timescale. In such circumstances, we will ensure that we reach a resolution within 35 business days.

The Payment Services Regulations 2017 require GlobePay to provide information about the availability of alternative dispute resolution (ADR) procedures for payment service users and how to access to them as part of their pre-contractual information. GlobePay does not offer any other form of ADR other than the referral to the Financial Services Ombudsman. For a list of eligible complainants please click here.

If you file a complaint with us, but we discover that the issue is actually related to another firm, we will promptly clarify the situation and advise you to contact the relevant company. If possible, we will also provide you with the contact details of the other firm.

What if you are not happy with our response

Globe Pay aims to resolve all complaints as quickly as possible, and to the satisfaction of our customers. However, if you are not fully satisfied with the outcome of your complaint or if 35 business days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Ombudsman Service.

You must contact them within six months of the date of any final response issued. To see if you are eligible to complain to the FOS, please click the link below.

Who we can help (financial-ombudsman.org.uk)