Google Payments complaints policy

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

United Kingdom

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 

 
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 our support team

Make a complaint

If you've already tried to contact customer support, and you’d like 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

We'll try to confirm that we've received your complaint within one 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.
 
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 this is the case, we'll provide you with a status update within 15 business days of receiving your complaint submission.

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 free to complainants. However, there are some limitations on what the FOS can review. For example, the FOS will only consider 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 +44 20 7964 1000). For further information about the FOS, visit 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.
 

European Economic Area - Non-UK

Before filing a complaint, try contacting our support team to see if we can help.

If you've already tried contacting support and would like to file an official complaint, the best way to issue a complaint is by completing our online form.

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

Issuing a complaint

The best way to issue a complaint is by completing 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 dialling 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

We'll 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.

Note: 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 this is the case, we'll provide you with a status update within 4 weeks.

Escalating complaints

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

Financial Ombudsman Service

Google Payment Australia Pty Ltd. is a member of the Financial Ombudsman Service (FOS), 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 FOS if:

  • You still aren't satisfied after receiving our final response notification.
  • You issued your complaint to us but haven't received a response within 8 weeks.

The service is free. However, there are some limitations on what the Financial Ombudsman Service can review.

For more information, please contact:

The Financial Ombudsmen Service

GPO Box 3

Melbourne

VIC 3001

Phone: 1800 367 287

You may also email the FOS at info@fos.org.au. For complete information about the FOS, please visit www.fos.org.au.

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

Issuing a complaint

The best way to issue a complaint is by completing our online form.

You can also contact us by post at:

Gangnam Finance Center 22nd Fl

152 Teheran-ro, Gangnam-gu

Seoul 06236 South Korea

If you're not happy with the service that you've 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'll try to confirm that we've received your complaint within one business day, and respond to your complaint within 10 business days.

Japan


This policy applies to complaints about the Google Payments service, as operated by Google Payment Japan. 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

Issuing a complaint

The best way to issue a complaint is by completing our online form. If you're not happy with the service that you've 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'll 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

Issuing a complaint

Before filing a complaint, try contacting our support team to see if we can help. If you've already tried contacting support and would like to file an official complaint, the best way to file a complaint is by completing our online form.

What to include in your complaint

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

  • 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.

You can request a review of your complaint by the FOS if your complaint is the type of dispute eligible for consideration. To be eligible for consideration, all of 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 are not satisfied with our response or we have not provided you with a final decision within 60 calendar days.

Additionally, you must 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 through the use of a designated payment instrument or a Islamic designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or ATM; or 
  • 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 six 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 information, please visit www.ofs.org.my/en/

You can contact the Ombudsman for Financial Services online via their website using the Enquiry Form or via 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 +603-2272 1577 of 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 against Google Payments, contact us via our online form.

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