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

• Legal: 6th Floor One London Wall, London, EC2Y 5EB

• Postal: Write to 6th Floor One London Wall, London, EC2Y 5EB

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 may 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.