Complaint & Escalation Process
Customer Solutions Process
Elavon Merchant Services endeavours at all times to provide the best customer service possible, however if you feel that we have not met your expectations, we would like to know.
As a result of you providing us with feedback, we are in a position to make improvements to the services that we offer to our merchants.
Our complaints process is designed to encourage the fast and efficient resolution of your issue at the first point of contact. We aim to deal with any questions or concerns that you may have as quickly as possible, so please feel free to contact us.
- Call our Service Centre - 0845 8500195. Our lines are open 24 hours a day, 7 days a week.
- Write to us at Elavon Merchant Services, PO Box 56, IDA Business Park, Arklow.
- Email us on-line.
Should you contact us regarding a complaint, we will aim to have it resolved by the close of business the next working day. In the event that we are unable to resolve the complaint within 5 business days, we will write to you acknowledging your concern and provide you with an overview of our complaint process as well as the name of the individual you may contact for questions regarding the status of your complaint.
Within 8 weeks from complaint receipt we will provide a response to you regarding the resolution of your complaint. If we are unable to provide a response we will let you know the reason for the delay and will inform you of your right to refer the complaint to the Financial Ombudsman Service (FOS). You may also refer the complaint to the FOS in the event you are not satisfied with our response.
The Financial Ombudsman Service is a free, independent service that assists in resolving complaints between customers and a bank or building society whose an annual turnover is less than one million British Pound Sterling.
Please note that the FOS will only become involved after we have had the opportunity to research and address the complaint.
Postal address:
The Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
London, E14 9SR
Phone: 0845 0801800
E-mail: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk