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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.

Square Europe acknowledges and complies with the Global Complaint Policy maintained and approved by Block, Inc.’s Global Chief Compliance Officer. Per the Global Policy, Square Europe maintains a business-level complaint handling programme to capture product and jurisdictional legal, regulatory and contractual requirements.

How to make a complaint

Phone 0800 098 8008
Email Visit and click Resources > Contact
Write Write to: Squareup Europe Limited, 101 New 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 an acknowledgement once the complaint has been received.
Progress Update In most cases, we will resolve your complaint within 3–15 working days and we will keep you updated on the progress.
Final Response Where possible, when your complaint is resolved you’ll receive a final response within 3 working days. If we cannot resolve your complaint within 3 working days, we’ll email to update you and will send you a final response within 15 working days. If we are unable to resolve your complaint within this time frame, you’ll receive an email explaining the reasons and when you can expect a resolution and we’ll provide you with a final response within 35 working days.

If you remain dissatisfied

Our aim is to resolve all complaints fairly and promptly. However, if you are dissatisfied with our final response, or if 35 working 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 the date of the final response or of making your initial complaint to us.

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

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