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 Visit squareup.com/uk/help and click Contact
Write Write to: Squareup Europe Limited, 250 Tottenham Court Road, London, W1T 7QZ, 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 an acknowledgement within 5 business days and tell you when we will be able to resolve it.
Progress Update In most cases, your complaint will be resolved within 2 weeks. If we don’t, we’ll email or call to update you on the progress.
Final Response When your complaint is resolved you’ll receive a final response within 6 weeks. 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.

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 6 weeks have passed since you first brought your complaint to our attention, you have the right to refer your complaint to the Financial Conduct Ombudsman.

For additional information on this service, please read Section 39, Complaints and Disputes in the Payment Terms.