I want to complain

You can get in touch with us and we will investigate as soon as possible. You can send us your complaint via any of the below channels.

You can get in touch with us and we will investigate as soon as possible.

You can send us your complaint via any of the below channels:

  • Email

    Send an email describing your case to complaints@mypos.com.

  • You can submit the below contact form or by using the contact form on your mobile app.

    You can submit the below contact form or by using the contact form on your mobile app.

  • Using the online chat or the web widget from our website www.mypos.com or the mobile app is also an easy way to send us a message describing your problem.

  • You can contact us directly on the number found on our website at https://www.mypos.com/en-gb/contacts: +44 74 4137 0710.

  • You can also use our video identification tool to contact us.

  • If you would prefer, you can also send us a letter to our address at:

    The Shard - Level 24
    32 London Bridge Street
    London
    SE1 9SG
    UNITED KINGDOM

  • Should you remain dissatisfied with our response to your complaint, you have the right to refer it for independent review to:
  • Financial Ombudsman Scheme covering complaints under compulsory jurisdiction in the UK as per Financial Services and Markets Act 2000, at the following web page: https://www.financial-ombudsman.org.uk/.
  • For complaints related to card machines or non-financial services:
  • For the UK:
    myPOS Partners Ltd
  • 2nd Floor, Summit House, 12 Red Lion Square, London WC1R 4QH, United Kingdom
  • For all other countries:
  • Please check the company's name and address of the myPOS reseller.
  • Please note: This is simply a reseller of POS terminals and not the licensed E-money institution.
  • Once we have received your complaint, it is registered in our Internal System.
  • Depending on the circumstances, there is a different timeframe concerning giving you a final response.
  • We will contact you within 3 (three) working days after the day on which your complaint is received. If we are not able to give you a final response, we aim to resolve your case within 15 (fifteen) working days after receiving your complaint. In exceptional circumstances, final resolution for a payment-related complaint may take up to a maximum of 35 (thirty-five) working days, and for all other complaints the Financial Conduct Authority (FCA) gives us 8 (eight) weeks but we will do everything we can to get them resolved well before this deadline.
  • However, if you are unhappy with our final response, then you can contact the Financial Ombudsman Service (FSO), which offers an independent review service. You can contact them on their website at https://www.financial-ombudsman.org.uk/contact-us within 6 (six) months from the date the final response was issued by us, and they will review your case.

    • You can send us your complaint via any of the below channels:

    • Send an email describing your case to complaints@mypos.com.

    • Using the online chat or the web widget from our website www.mypos.com or the mobile app is also an easy way to send us a message describing your problem.

    • You can contact us directly on the number found on our website at https://www.mypos.com/en-gb/contacts: +44 74 4137 0710.

    • You can also use our video identification tool to contact us.

    • If you would prefer, you can also send us a letter to our address at:

      The Shard - Level 24
      32 London Bridge Street
      London
      SE1 9SG
      UNITED KINGDOM

    • You can submit the below contact form or by using the contact form on your mobile app.

      You can submit the below contact form or by using the contact form on your mobile app.

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