Planet Merchant Services complaints process
How do I make a complaint?
Planet Merchant Services Ltd aims to achieve the highest possible standards in the service we provide. If you are not satisfied with any aspect of our products or service you have the right to complain.
If you want to make a complaint, you should contact us as soon as possible so we can help put things right. Complaints can be made orally or in writing by any reasonable means.
The easiest way is to contact our Customer Services team by telephone.
In most of the cases, the problem can be solved within that call.
How should I contact Planet?
Please check the FAQ below before reaching out.
Call us on: +44203 5143808 Lines are open from Monday to Friday, 7.00am - 5.30pm UK time (8.00am - 6.30pm CET)
Email us at: planetMSComplaints@weareplanet.com
Postal Addresses: Planet Merchant Services SAS, 1 Terrasse Bellini, Puteaux, 92919 Paris La Défense Cedex, France or Planet Merchant Services Ltd., 4th Floor Ilona Rose House, Manette Street, London, W1D 4AL, UK
What happens next?
The time it takes to deal with your complaint will depend on how complex it is and how deep the investigation needs to go.
We aim to resolve the issue by the end of three business days following receipt of your complaint, confirming its resolution in writing. This communication will inform you of your right to refer the matter to the Financial Ombudsman Service if eligible, should you still be unhappy with how we have resolved the issue.
Within three business days of receiving your complaint, we will write and confirm receipt, provide you with details on our Complaints Handling procedures, and confirm the contact details of the team investigating your complaint. During the investigation, we will let you know if there will likely be any delay in resolving your complaint or if we require additional information.
We will provide you with our final written response when we complete our investigation. This will present full details of our investigation and confirmation of whether your complaint has been upheld or not, together with any redress or resolution. We will also provide information about the Financial Ombudsman Service and their explanatory leaflet if you are eligible to use their service.
If our investigations are ongoing and we are not able to send you our final response within 15 business days of receiving the complaint, we will write and inform you of this and advise you when we anticipate we will be able to respond. We will also remind you, at this stage, that you may refer your complaint to The Financial Ombudsman Service if eligible.
If you are not satisfied with our final response, you may, if eligible, be entitled to refer the matter to the Financial Ombudsman Service (FOS). The FOS is free and offers you independent advice and support. The FOS can settle specific complaints you make if they cannot be settled through our internal complaints procedures. You can contact the FOS as follows:
The Financial Ombudsman Service
London E14 9SR
By phone from Monday to Friday, 8am to 8pm GMT & Saturday, 9am to 1pm:
- 0300 123 9 123 (calls to this number cost no more than calls to 01 and 02 numbers)
- 0800 023 4 567 (calls to this number are now free on mobile phones and landlines)
- From outside the UK: +44 20 7964 1000
The FOS will only consider your complaint once you have tried to resolve it with us, so please first raise your concerns with us, and we’ll do all we can to help.
Please note that we do not use any other dispute resolution service provider as an alternative to the FOS.
Planet Merchant Services Limited is authorised by the Financial Conduct Authority under the Payment Service Regulations 2017 for the provision of payment services [Register Number 815854].
Registered in England & Wales under company number 08791017. Registered Office: Somerset House, 47-49 London Road, Redhill, Surrey RH1 1LU