Complaints Process
At Square, we are committed to providing you the best services at all times. In the unlikely situation you are dissatisfied, please contact us as soon as possible.
How to Make a Complaint
Phone: 0800 0988 008
Email: Contact Square Support
Write: Squareup Europe Limited, 101 Cavendish Street, 4th Floor, London, W1W 6XH, United Kingdom
How Square Will Handle Your Complaint
Quick resolution
We’ll work to resolve your complaint as quickly as possible.
Acknowledgement
If unable to resolve your complaint instantly, we’ll send you a written acknowledgement within 3 business days following the day on which your complaint has been received and tell you when we will be able to resolve it.
Progress update
In most cases, your complaint will be resolved within 15 days. If we are unable to resolve your complaint within this timeframe, you’ll receive an email explaining the reason and when you can expect a resolution (which will be no later than 35 business days after the day on which we first received your complaint).
Final response
When your complaint is resolved, you’ll receive a final response from Square.
If You Remain Dissatisfied
Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our suggested resolution, or if 35 business days have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Conduct Ombudsman Service within 6 months of making your initial complaint to us.
For additional information on this service, please read Section 39 (Complaints and Disputes) in the Payment Terms.