Google Payments complaints policy

We’re committed to providing you a high standard of service. If you’re unhappy with the service you received, we want to hear from you.

Complaints policy for the US & Singapore

Before you file a complaint, contact us for help.

Google Payments works to provide a great experience for everyone. If you’re not happy with the service you received from Google Payments, or you have a complaint against Google Payments, contact us through our online form.

Brazil

Users in Brazil can submit a complaint through the Google Pay Ombudsman channel.

Google Pay Brazil semiannual ombudsman report, first semester 2023.

Google Pay Brazil Semiannual Ombudsman Report, second semester 2023.

Google Pay Brazil Semiannual Ombudsman Report, first semester 2024.

United Kingdom

Important: This policy doesn’t apply to dissatisfaction with a seller’s product, policies, or level of customer service. To find out how we can help, contact us.

This policy applies to certain complaints about authorised payment services, as provided by Google Payment Ltd (GPL) under its licence as an Electronic Money Institution.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you’re satisfied with how your complaint was handled

Make a complaint

If you already tried to contact us, to file an official complaint about GPL’s payment service, complete our online form.

You can also contact us by post at:

• Google Payment Limited
• 5 New Street Square
• London
• EC4A 3TW

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• A clear description of your complaint
• Your status as either:
  • A private consumer
  • A representative of a business that employs fewer than 10 persons, and has an annual turnover or balance sheet of £2 million or less
  • A representative of a charity with an annual income of less than £6.5 million
  • A trustee of a trust that has a net asset value of less than £5 million
  • None of the above
• The email address you prefer to receive messages (optional)

Response time

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 35 business days from the date we receive your complaint. If so, you receive a status update within 15 business days of your complaint submission.

We'll try to confirm that we've received your complaint within one business day, and to issue our response to your complaint within 3 days, and no later than 15 business days.

In our response, we tell you how your complaint has been addressed, or why it can’t be addressed yet, and what the next steps are.

Escalate complaints

Our aim is to resolve your complaint quickly and completely. If for any reason you’re not satisfied with our response, your case can be reviewed at a higher level. To escalate the complaint, ask the Google Payments specialist in charge of your complaint to do it for you.

Financial Ombudsman Service

The Financial Ombudsman Service (FOS) in the UK is an independent dispute resolution scheme for complaints about financial services.

You can request a review of your complaint by the FOS if:

• You aren’t satisfied with our final response notification.
• You issued your complaint to us but haven’t received a response within 15 business days.

The service is provided at no charge to complainants. However, there are some limitations on what the FOS can review. For example, the FOS only considers complaints that are:

• About regulated financial services and products
• From “eligible” complainants

For more information, contact:

• The Financial Ombudsman Service
• Exchange Tower
• Harbour Exchange Square
• London
• E14 9SR

You may also phone the FOS at 0800 023 4567 (if you call from outside the UK, dial [phone]). For further information about the FOS, go to www.financial-ombudsman.org.uk and read the consumer information leaflet at https://www.financial-ombudsman.org.uk/publications/consumer-leaflet.htm.

Google Payment Ltd is authorised and regulated by the Financial Conduct Authority of the United Kingdom as an Electronic Money Institution. Google Payment Ltd’s reference number on the FCA’s Financial Services Register is 900008.

Learn more about your rights when making payments in Europe.

Learn more about the Payment Services Directive.

European Economic Area - Non-UK

Before filing a complaint, try to contact us to check if we can help.

If already tried contacting support and want to file an official complaint, the best way is with our online form.

Learn more about your rights when making payments in Europe.

Learn more about the Payment Services Directive.

Australia

This policy applies to complaints about the Google Payments service, as operated by Google Payment Australia Pty Ltd (GPAL). It doesn’t apply to complaints you may have with buyers or sellers.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you’re satisfied with how your complaint was handled

Issue a complaint

To issue a complaint, complete our online form.

You can also contact us by post at:

• Google Payments - Complaints
• Google Australia Pty Ltd.
• Level 5, 48 Pirrama Road,
• Pyrmont, NSW 2009
• Australia

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• Your Google Payments ID (sellers only)
• A clear description of your complaint
• Your status as either a private individual or representative of an organisation, including whether your organisation has a revenue of over A$1m per annum
• The email address you prefer to receive messages (optional)

Response time

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 45 business days from the date we received your complaint. If so, you receive a status update within 4 weeks.

We try to confirm that we’ve received your complaint within one business day, and respond to your complaint within 5 business days.

In our response, we’ll tell you how your complaint has been addressed, or why it could not be addressed yet, and what the next steps are.

Escalate complaints

If you’re not satisfied with our response, your case can be reviewed at a higher level. To do this review, ask the Google Payments specialist handling your complaint to escalate the complaint for you. When you submit your complaint, we confirm that we’ve received it within 5 business days.

Financial Ombudsman Service

Google Payment Australia Pty Ltd. is a member of the Australian Financial Complaints Authority (AFCA). The AFCA works as an independent dispute resolution scheme for financial services in Australia. Our Google Payment Australia Pty. Ltd. license number is 318755.

You can request a review of your complaint by the AFCA if:

• You still aren’t satisfied after you receive our final response notification.
• You issued your complaint to us but haven’t received a response within 30 days.

The service is provided at no charge. However, there are some limitations on what the Financial Ombudsman Service can review.

For more information, contact:

• Australian Financial Complaints Authority Limited
• GPO Box 3
• Melbourne, VIC 3001

You may also email the AFCA at [e-mail]. For complete information about the AFCA, go to https://www.afca.org.au/about-afca/contact-us/.

Korea

This policy applies to complaints about the Google Payments service, as operated by Google Payment Korea Limited. It doesn’t apply to complaints you may have with buyers or sellers.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you’re satisfied with how your complaint was handled

Issue a complaint

You can contact our Consumer Protection Manager (GPK Complaints Manager) at:

• Address	Gangnam Finance Center 22nd Fl 152 Teheran-ro, Gangnam-gu Seoul 06236 South Korea
  Telephone No.	080-085-1500
  Fax No.	02-6322-9852
  Email	Send an email

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialling code
• Your Google Payments ID (sellers only)
• A clear description of your complaint
• Transaction ID (if applicable)
• The email address you prefer to receive messages (optional)

Response time

We try to confirm that we’ve received your complaint within one business day, and respond to your complaint within 10 business days. 

You may be able to report your complaint to external organizations for dispute resolution and proceed with a dispute resolution process if necessary.

Japan

This policy applies to complaints about the Google Payments service. It doesn’t apply to complaints you may have with buyers or sellers.

This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible
• Ensures you’re satisfied with how your complaint was handled

Issue a complaint

To issue a complaint, complete our online form. If you’re not happy with the service that you received related to other Google products, contact us.

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure to include:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialling code
• Your Google Payments ID (sellers only)
• A clear description of your complaint
• Transaction ID (if applicable)
• The email address you prefer to receive messages (optional)

Response time

We try to confirm that we’ve received your complaint within one business day, and respond to your complaint within 10 business days.

Malaysia

This policy applies to complaints related to services provided by Google Payment Malaysia Sdn. Bhd (GPMY).
This policy:

• Makes it easy for you to start a complaint
• Addresses your complaint in the shortest time possible

• Ensures you’re satisfied with how your complaint was handled

Issue a complaint

To file an official complaint, complete our online form.

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, include the following info:

• Your name
• The email address you use to sign in to Google Payments
• Your telephone number, including dialing code
• Your Google Payments ID (sellers only)
• A clear description of your complaint
• Your status as either a private individual or representative of an organization, including whether your organization has a revenue of over £1m/€1m per annum
• The email address you prefer to receive messages (optional)

Response time

We'll try to confirm that we've received your complaint within one business day, and respond to your complaint within 60 calendar days from the date we receive your complaint.

Financial Ombudsman Service

Google Payment Malaysia Sdn. Bhd is a member of the Ombudsman for Financial Services, the operator of the Financial Ombudsman Scheme (FOS) approved by Bank Negara Malaysia as a dispute resolution scheme.

If your complaint is the type of dispute eligible for consideration, you can request a review of your complaint by the FOS. To be eligible for consideration, all the following conditions must be met:

• You’ve filed your complaint with us with the intention of reaching an amicable settlement
• We’ve considered your complaint, provided our final decision, and you’re not satisfied with our response. Or we haven’t provided you with a final decision within 60 calendar days.

You must also meet one of the following criteria:

The Ombudsman for Financial Services will consider a complaint against us for direct financial loss up to the following monetary limits:

#	Type of Complaint	Monetary Limit
1	A complaint involving financial services or products (or Islamic financial services or products), developed, offered, or marketed by us	RM 250,000.00
2	A dispute on: An unauthorized transaction with a designated payment instrument or an Islamic-designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking, or ATM An unauthorized use of a cheque as defined in section 73 of the Bills of Exchange Act 1949	RM 25,000.00

You must file your complaint with the Ombudsman for Financial Services within 6 months from the date you received our final response or after 60 calendar days from the date you first referred your complaint to us. Complaints that fall outside that time limit may be considered by the Ombudsman for Financial Services at their discretion.

For more info, go to www.ofs.org.my/en/. You can also read the instructions brochure for the Ombudsman for Financial Services in English and Malaysian.

You can contact the Ombudsman for Financial Services online via their website using the Enquiry Form or through post at the following address:

• Chief Executive Officer
• Ombudsman for Financial Services (664393P)
• (Formerly known as Financial Mediation Bureau)
• 14th Floor, Main Block
• Menara Takaful Malaysia
• No. 4, Jalan Sultan Sulaiman
• 50000 Kuala Lumpur

You can also fax your complaint to [phone] or file your complaint in person by visiting their office at the address provided above.

Other

Google Payments works to provide a great experience for all users.

If you’re not happy with the service that you’ve received from Google Payments, or if you have a complaint, contact us through our online form.