Whilst Visa Payments Limited ("Visa Payments") does not offer its service directly to individual users, we recognise that payment service users may wish to contact us.
This UK policy only applies to Visa Payments complaints. For the avoidance of doubt, this policy does not apply to complaints related to any other services, offering or entities of Visa, or any other client relationship with any other Visa entity.
Visa Payments is dedicated to providing services of the highest standard. However, if as a client, potential client or underlying payment service user, you feel that we have not performed to your expectations in any way, we would like to know so we can put things right for you.
To voice your concerns, please follow our 3-step procedure.
Inform us of your complaint and how you think it could be resolved via one of the below options:
Visa Payments takes all complaints very seriously, and we strive to resolve any complaint received as quickly as possible. To help us review and assess your complaint, please give us as much information as possible such as:
We will contact you within two business days of receiving your complaint to let you know we’ve received it, who is reviewing it and what the next steps will look like for you.
We aim to review all complaints received within 15 business days, and no longer than 8 weeks. We will keep you updated throughout the review process.
We will give you regular updates on your complaint, but if you would like to contact us, please get in touch by one of the methods in Step 1.
We do sometimes receive complaints which aren’t for Visa Payments to review. If we do receive a complaint that we cannot review, we will refer it to the correct Visa team if we can, or let you know that we aren’t the right business for your complaint and why.
We strive to address complaints in a quick and efficient way that resolves the issue for you. If we’re unable to resolve your complaint you can always contact the Financial Ombudsman Service.
The Financial Ombudsman is a free, independent service for resolving complaints and disputes between clients and financial services institutions like Visa Payments. To have your complaint reviewed by the Financial Ombudsman Service, you will need to contact them within 6 months of our final response letter.
You can contact the Financial Ombudsman Service via the below methods:
By website
Via email
Via telephone
By writing to them:
You can find out more information about the Financial Ombudsman Service, and how to complain here:
And any accessibility access requirements here
Visa Payments strives to learn from the root cause of any complaint we receive to continuously offer the highest level of service and products that we pride ourselves on. We constantly evolve to ensure at no point our service is creating any foreseeable harm, that we always act in good faith and that we can support our clients, and underlying payment service users, in the best way we can.