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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.

European Economic Area

This policy applies to complaints about the Google Payments service, as operated by Google Payment Ltd (GPL). 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. However, 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 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 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

Our aim is to resolve your complaint quickly and completely. If for any reason you are not satisfied by our response, your case can be reviewed at a higher level. Simply ask the Google Payments specialist handling your complaint to escalate the complaint for you. The escalation of your complaint will be acknowledged within 5 business days.

Financial Ombudsman Service

Google Payment Ltd. is a member of the Financial Ombudsman Service (FOS), which was set up by the Financial Conduct Authority (FCA) in the UK as an independent dispute resolution scheme for financial services.

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

South Quay Plaza

183 Marsh Wall

London

E14 9SR

You may also phone the FOS at 0845 080 1800 (outside the UK, dial +44 20 7964 1000). For complete information about the FOS, please visit www.financial-ombudsman.org.uk.

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

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

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.

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