Google Payments complaints policy

This policy applies to certain complaints about authorised payment services, as provided by Google Payment Limited (“GPL”) under its licence as an Electronic Money Institution. These can include:

• Complaints about the merchant acquiring service provided by GPL to certain UK merchants from 6th September 2019 onwards
• Complaints about the e-money service provided by GPL to certain merchants in the UK between 4th April 2019 and 5th September 2019 (inclusive)
• Complaints about the e-money service provided by GPL to certain merchants in the European Economic Area, before 4th April 2019

Important: This policy doesn't apply to dissatisfaction you may have with buyers, other sellers, in-store purchases (NFC, Tap-and-Pay), or any purchases on your website through the Google Pay API.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you're satisfied with how your complaint was handled

Making a complaint

If you've already tried contacting our customer support team and would like to file an official complaint, then the best way to do so is by completing our online form.

You can also contact us by post at:

Google Payment Limited
5 New Street Square,
London,
EC4A 3TW

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include the following:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• (Sellers only) Your Google Payments ID
• A clear description of your complaint
• Your status as either:
  • A private consumer
  • A representative of a business which employs fewer than 10 persons and has an annual turnover or balance sheet of €2 million or less
  • A representative of a charity which has an annual income of less than £6.5 million
  • A trustee of a trust which has a net asset value of less than £5 million
  • None of the above
• (Optional) The email address you prefer to receive messages

Response time

We try to confirm that we've received your complaint within one business day, and to respond to your complaint within 3 business days (and no later than 15 business days).

In our response, we tell you how your complaint has been addressed, or why it couldn't be addressed yet. Then, we inform you of what the next steps are.

Important: Complex situations might take longer to resolve. In certain cases, a resolution could take up to 35 business days from the date we receive your complaint. If so, we provide you with a status update within 15 business days.

Escalating complaints

Our aim is to resolve your complaint quickly and completely. If, for any reason, you aren’t satisfied with our response, your case can be reviewed at a higher level. Simply ask the Google Payments specialist handling your complaint to escalate the complaint for you. The escalation of your complaint will be acknowledged within 5 business days.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) was set up by the Financial Conduct Authority (FCA) in the UK as an independent dispute resolution scheme for complaints about financial services.

You can request a review of your complaint by the FOS if:

• You still aren't satisfied after receiving our final response notification.
• You issued your complaint to us, but haven't received a response within 15 business days.

The service is provided at no charge to complainants. However, please note that there are some limitations on what the FOS can review. For example, the FOS will only consider complaints that are:

• About regulated financial services and products
• From “eligible” complainants, such as consumers, micro-enterprises, small businesses, and trustees or charities which meet certain criteria

For more information, you can contact the FOS at:

The Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

You may also call the FOS at 0800 023 4567 (if calling from outside the UK, dial +44 20 7964 1000). For further information about the FOS, please visit www.financial-ombudsman.org.uk and read the information leaflet at https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Google Payment Limited is authorised and regulated by the Financial Conduct Authority of the UK as an Electronic Money Institution. Google Payment Limited’s reference number on the FCA register is 900008. Google Payment Limited is a company registered in England and Wales (company no.: 05903713), whose registered office is located at: 5 New Street Square, London, EC4A 3TW.

Understand your rights when making payments in Europe.

This policy applies to complaints about the Google Payments service, as operated by Google Payment Ireland Ltd. (GPIL). It doesn't apply to complaints you may have with buyers or sellers.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you're satisfied with how your complaint was handled

Making a complaint

Before filing a complaint, try contacting our customer support team to see if we can help. If you've already tried contacting support and would like to file an official complaint, then the best way to do so is by completing our online form.

You can also contact us by post at:

Google Payment Ireland Limited
70 Sir John Rogerson's Quay
Dublin 2
Ireland

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include the following:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• (Sellers only) Your Google Payments ID
• A clear description of your complaint
• Your status as either a private individual or representative of an organization, including whether your organization has a revenue of over £1m/€1m per annum
• (Optional) The email address you prefer to receive messages

Response time

We try to confirm that we've received your complaint within one business day, and respond to your complaint within 15 business days.

In our response, we tell you how your complaint has been addressed, or why it could not be addressed yet. Then, we inform you of what the next steps are.

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 35 business days from the date we receive your complaint. If this is the case, we'll provide you with a status update within 15 business days after the date we receive your complaint.

Escalating complaints

Our aim is to resolve your complaint quickly and completely. If for any reason you are not satisfied by our response, your case can be reviewed at a higher level. Simply ask the Google Payments specialist handling your complaint to escalate the complaint for you. The escalation of your complaint will be acknowledged within 5 business days.

Financial Services and Pensions Ombudsman

As a financial services provider regulated by the Central Bank of Ireland, Google Payment Ireland Limited (GPIL) is a participant in the Financial Services and Pensions Ombudsman (FSPO) formal complaint resolution scheme. The FSPO is an independent public organisation tasked with transparent dispute resolution responsibilities.

You can progress your complaint with the FSPO if:

• You remain dissatisfied after receiving our final response to your complaint.
• You issued your complaint to us but have not received a response.

The FSPO complaint resolution scheme is provided at no charge. However, there are some limitations on what the FSPO can review. For more information, please contact:

The Financial Services and Pensions Ombudsman
Lincoln House
Lincoln Place
Dublin 2
D02 VH29
Ireland

You may also call the FPSO at +353 1 567 7000. For more information about the FSPO, please visit https://www.fspo.ie.

Understand your rights when making payments in Europe.

This policy applies to complaints about the Google Payments service, as operated by Google Payment Australia Pty. Ltd. (GPAL). It doesn't apply to complaints you may have with buyers or sellers.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you're satisfied with how your complaint was handled

Making a complaint

The best way to issue a complaint is by completing our online form.

You can also contact us by mail at:

Google Payments - Complaints
Google Australia Pty. Ltd.
Level 5, 48 Pirrama Road,
Pyrmont, NSW 2009
Australia

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• (Sellers only) Your Google Payments ID
• A clear description of your complaint
• Your status as either a private individual or representative of an organization, including whether your organization has a revenue of over A$1 m per annum
• (Optional) The email address where you prefer to receive messages

Response time

We try to confirm that we've received your complaint within one business day, and respond to your complaint within 5 business days.

In our response, we tell you how your complaint has been addressed, or why it couldn't be addressed yet. Then, we inform you of what the next steps are.

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 45 business days from the date we receive your complaint. If this is the case, we provide you with a status update within 4 weeks.

Escalating complaints

If you're not satisfied with our response, your case can be reviewed at a higher level. To do this, ask the Google Payments specialist handling your complaint to escalate the complaint for you. When you submit your complaint, we confirm that we've received it within 5 business days.

Australian Financial Complaints Authority

Google Payments works to provide a great experience for all users.

If you're not happy with the service that you've received from Google Payments, or if you have a complaint against Google Payments, contact us.