Complaints process
About complaints
At Square, we are committed to providing you with the best services at all times. In the unlikely situation that you are dissatisfied, please contact us as soon as possible. Our complaints process is designed to review all concerns raised and to act quickly in investigating and resolving them.
How to make a complaint
To submit your complaint via phone, email or message, please contact Square Support.
Alternatively, you can send a written correspondence to: 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 5 business days after the day your complaint was received and tell you when we will be able to resolve it.
Final response
We will send you a final response communication within 15 business days of receiving your complaint. If we are unable to resolve your complaint within this timeframe due to circumstances beyond our control, you’ll receive an email explaining the reason for the delay and when you can expect a final response. In those circumstances, we will issue a final response to your complaint no later than 35 business days from the date we first received your complaint.
If you remain dissatisfied
Our aim is to resolve all complaints fairly and promptly. However, if you remain dissatisfied with our suggested resolution, you may be able to refer your complaint to the Financial Ombudsman Service within 6 months of receiving the final response.
For additional information on this service, please read Section 39 (Complaints and Disputes) in thePayment Terms.