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.
Step 1 - Let us know
Inform us of your complaint and how you think it could be resolved via one of the below options:
- Contacting your usual point of contact at Visa Payments to let them know about your complaint;
- Emailing us at [email protected] outlining your complaint;
- Writing to us with your complaint at:
- Visa Payments Limited
1 Sheldon Square,
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:
- An outline of what’s gone wrong,
- What steps you would like Visa Payments to take to put it right; and
- Your contact details.
Step 2 - Follow up
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.
Step 3 – Dispute Resolution Services
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:
- 0800 023 4567 (8am - 5pm, Monday to Friday, 9am - 1pm Saturday)
- (18002) 020 7964 1000 – Calls using Relay UK
- +44 20 7964 0500 – Call this number if you're calling from abroad
- 020 7964 1000 –switchboard
By writing to them:
- Financial Ombudsman Service
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.