We hope to have satisfactorily resolved your complaint by the time you receive our final response. If this is not the case, your next step will be to escalate your complaint to your relevant mediator.
Select your country below to view the complaint process for your region
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Australian organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the Australian Financial Complaints Authority (AFCA).
AFCA provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
Canadian organisations, or organisations collecting payments from customers in Canada via our International Payments service, that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the UK Financial Ombudsman Service (FOS).
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Organisations that operate within Europe that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to AFEPAME, The Consumer Ombudsman.
The AFEPAME Consumer Ombudsman handles requests from individual consumers only. If the issue is related to business activities, it falls outside the scope of the Ombudsman service. This is because French regulations do not require GoCardless to offer an Alternative Dispute Resolution body for business customers or individuals acting on behalf of a business.
Please note that you are unable to refer your complaint to AFEPAME, if:
You are not able to prove that you have already tried to resolve the complaint directly with the GoCardless by means of a written complaint
The complaint is manifestly unfounded or abusive
The complaint has already been examined or is being examined by another ombudsman or by a court
You submitted your request to AFEPAME more than one year after your written complaint to GoCardless
The complaint falls out of the jurisdiction of AFEPAME
AFEPAME is located in France.
Please note that Payers, if eligible, may refer their complaint to AFEPAME, The Consumer Ombudsman also.
Postal Address: Médiateur de la consommation de l’AFEPAME C/O WEBHELP – Zac de Gray Impasse Clément Ader 70100 Gray
How long do I have to submit my complaint to AFEPAME?
You may, if eligible, refer your complaint AFEPAME – but you must do so within one year of raising your complaint with GoCardless.
If you do not refer your complaint in time, the AFEPAME (Consumer Ombudsman) may not have the permission to consider your complaint and so will only be able to do so in very limited circumstances.
New Zealand organisations that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the New Zealand Financial Services Complaints Ltd (FSCL).
FSCL provides fair and independent financial services complaint resolution that is free to consumers.
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
UK organisations, or organisations collecting payments from customers in the UK via our International Payments service, that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the UK Financial Ombudsman Service (FOS).
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
Who do I escalate my complaint to?
US organisations, or organisations collecting payments from customers in the US via our International Payments service, that are dissatisfied with the response received from GoCardless may, if eligible, refer their complaint to the UK Financial Ombudsman Service (FOS).
How long do I have to submit my complaint to the FOS?
You may, if eligible, refer your complaint to the Financial Ombudsman Service, free of charge – but you must do so within six months of your final response from GoCardless.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances (for example, if the Ombudsman believes that the delay was as a result of exceptional circumstances).
Further information about the Financial Ombudsman Service can be found here.
