Complaints Procedure

Payment terminals for Business

At CheaperPay we strive to make merchant services simple and cost-effective for the UK’s Small and Medium business. Our UK based service team work hard to ensure the service we deliver is the very best it can be.

We invest in the latest technology and work hard with our body of local and national providers to ensure we always working to bring the best of our services to our customers.

Although we work as hard as we can to make your service perfect 100% of the time, we understand that occasionally things don’t go to plan.

Don’t worry. If something has not gone as planned with your service, we are here to help.

We hope you never have cause to raise a complaint, but if you do, we would like to help. Your feedback will help us improve our service. We have a unique position in the industry, and we can take more steps than any other service provider to help our customers get the service they need, and we are always looking for new ways to make things better.

Raising a Service Complaint

If you would like to raise a service complaint you should follow the below steps:

In the first instance, contact our customer service team by email at

Let our team know:

  • What has happened to make your service less than acceptable?
  • How we can help you to get the service right
  • Your contact details so that we can contact you to discuss a resolution
  • If you have any special requirements, for example, time restrictions or special service needs.

As soon as we receive your complaint, we will provide you with your complaint reference number. This will be the record of your complaint and you can use it to discuss your complaint with us in the future.

Our team will investigate your complaint and they will aim to resolve your complaint as quickly as possible. We currently aim to resolve all our customer complaints within 10 workings days. Please allow us this time to fully investigate your complaint and gain a resolution for you. It can take time for us to liaise with service providers and arrange any resolutions required.

We are proud to say that over 90% of our complaints are resolved in the first contact and by the first member of the team our customers liaise with.
Our team is passionate about delivering good service and they will always ask you if they have been able to resolve your complaint. This is to ensure nothing has been overlooked. Don’t hesitate to let us know if you need something extra from us.

In the highly unlikely event, you have already raised a complaint and for some reason, your service still is not going as expected, don’t worry, its not a dead end. If you need to raise your complaint more formally please email your complaint to

Be sure to include:

  • Your original complaint reference number
  • The areas of your complaint that you feel have not been resolved adequately
  • How we can help you to get the service right
  • Your contact details so that we can contact you to discuss a resolution
  • If you have any special requirements, for example, time restrictions or specialist service needs

Our service management team will contact you within 1 business day (or at your preferred time if after 1 business day). We will let you know we have received your complaint, what we plan to do to fix things and agree the next best time to update you.

Who should I contact to raise a complaint?

Speak to our customer service team in the first instance. Our customer service teams are fully empowered to resolve all service complaints and can resolve over 90% under our 10-working day timescale. If you remain dissatisfied after the 10-working day period, then please contact our service management team.

What number can I call to speak to someone about my complaint?

Please call 03001 242 535,

We are available Monday through to Friday from 9:00 – 17:30.

I need more help, who else can help me?

CheaperPay only provides services to UK Businesses, we do not provide consumer service contracts.

Unlike consumers, businesses do not always have access to free public support agencies such as the Citizens Advice Bureau, consumer ombudsman services, or other free support networks to help with their contract commitments.

Don’t worry though, we are here to help. As a UK SMB, we believe strongly in supporting UK Small and Medium business. If we are for any reason unable to resolve your complaint through the complaints process above, we will let you know our final resolution and provide you with advice on where you may wish to gain further support in pursue of your complaint.