Google Payments complaints policy

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 us.

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 that you're satisfied with how your complaint was handled.

Make a complaint

If you have already tried to contact us 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 that you include:

• Your name
• The email address that you use to sign in to Google Payments
• Your telephone number, including area code
• A clear description of your complaint
• Your status as either:
  • A private consumer
  • A representative of a business that employs fewer than 10 people and has an annual turnover or balance sheet of GBP 2 million or less
  • A representative of a charity with an annual income of less than GBP 6.5 million
  • A trustee of a trust that has a net asset value of less than GBP 5 million
  • None of the above
• The email address to which you prefer to receive messages (optional)

Response time

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 35 business days from the date on which we receive your complaint. If so, you receive a status update within 15 business days of your complaint submission.

We'll try to confirm that we've received your complaint within one working day, and to issue our response to your complaint within three days, and no later than 15 working days.

In our response, we'll tell you how your complaint has been addressed or why it can't be addressed yet and what the next steps are.

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 working days.

The service is provided at no charge to complainants. However, there are some limitations on what the FOS can review. For example, the FOS only considers 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 on 0800 023 4567 (if you call from outside of the UK, dial +44 20 7964 1000). For further information about the FOS, go to financial-ombudsman.org.uk and read the consumer information leaflet at https://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.

Learn more about your rights when making payments in Europe.

Learn more about the Payment Services Directive.

Before filing a complaint, try to contact us to check if we can help.

If you've already tried contacting support and want to file an official complaint, the best way is via our online form.

Learn more about your rights when making payments in Europe.

Learn more about the Payment Services Directive.

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 that 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 that you're satisfied with how your complaint was handled.

Issue a complaint

To issue a complaint, complete 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 that you include:

• Your name
• The email address that you use to sign in to Google Payments
• Your telephone number, including area 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 AUD 1 million per annum
• The email address to which you prefer to receive messages (optional)

Response time

Important: Complex situations may take longer to resolve. In certain cases, a resolution may take up to 45 business days from the date that we received your complaint. If so, you'll receive a status update within four weeks.

We try to confirm that we've received your complaint within one working day and respond to your complaint within five working 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.

Escalate complaints

If you're not satisfied with our response, your case can be reviewed at a higher level. To perform this review, 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 five working days.

Financial Ombudsman Service

This policy applies to complaints about the Google Payments service, as operated by Google Payment Korea Limited. It doesn't apply to complaints that 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 that you're satisfied with how your complaint was handled.

Issue a complaint

You can contact our consumer protection manager (GPK complaints manager) at:

• Address	Gangnam Finance Center 22nd Fl 152 Teheran-ro, Gangnam-gu Seoul 06236 South Korea
  Telephone No.	080-085-1500
  Fax No.	02-6322-9852
  Email	Send an email

What to include in your complaint

To help us review and resolve your complaint as quickly as possible, make sure that you include:

• Your name
• The email address that 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 to which you prefer to receive messages (optional)

Response time

We try to confirm that we’ve received your complaint within one working day, and respond to your complaint within 10 working days. 

You may be able to report your complaint to external organisations for dispute resolution and proceed with a dispute resolution process if necessary.

This policy applies to complaints about the Google Payments service. It doesn't apply to complaints that 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 that you're satisfied with how your complaint was handled.

Issue a complaint

To issue a complaint, complete our online form. If you're not happy with the service that you 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 that you include:

• Your name
• The email address that 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 to which you prefer to receive messages (optional)

Response time

We try to confirm that we've received your complaint within one working day and respond to your complaint within 10 working days.

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 that you're satisfied with how your complaint was handled.

Issue a complaint

To file an official complaint, complete our online form.

What to include in your complaint

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

• Your name
• The email address that you use to sign in to Google Payments
• Your telephone number, including area 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 GBP 1 million/EUR 1 million per annum
• The email address to which you prefer to receive messages (optional)

Response time

We'll try to confirm that we've received your complaint within one working day, and to respond to your complaint within 60 calendar days from the date that 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.

If your complaint is the type of dispute eligible for consideration, you can request a review of your complaint by the FOS. 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're not satisfied with our response. Or we haven't provided you with a final decision within 60 calendar days.

You must also 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:

You must file your complaint with the Ombudsman for Financial Services within six months of the date that you received our final response or after 60 calendar days from the date that 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 info, go to ofs.org.my/en/. You can also read the instructions brochure for the Ombudsman for Financial Services in English and Malaysian.

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 or file your complaint in person by visiting their office at the address provided above.

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, contact us through our online form.