Looking for Opayo, you're in the right place. View Opayo products

Americas

United States
Puerto Rico

Europe

Denmark
Germany
Ireland
Norway
Poland
Sweden
United Kingdom
Spain

Americas

United States
Puerto Rico

Europe

Denmark
Germany
Ireland
Norway
Poland
Sweden
United Kingdom
Spain

Complaints data

 

Providing excellent customer service and satisfaction is very important to everyone at Elavon, and when things go wrong, we want to take appropriate action to rectify the situation. Complaints help us to fix problems, improve our products and make sure we’re delivering good outcomes for our customers.

Every six months, we submit data on the number of eligible customer complaints to the Financial Conduct Authority. It includes a rundown of how many complaints we received and how quickly we resolve them. It also sets us against our competitors for comparison.

We've provided a summary of our complaints data for the first half of 2024.


Firm name:
 Elavon Financial Services DAC, UK Branch

Period covered in this report: 1 January – 30 June 2024 

Brands/trading names covered: Elavon Merchant Services

Number of complaints opened by volume of business

Number of complaints opened by volume of business

Product / service grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within  8 weeks

Percentage upheld

Banking and Credit Cards

25.34

N/A

2,221

2,217

44%

56%

18%

Credit related

N/A

N/A

2

2

0%

100%

100%

Product / service grouping

Number of complaints opened by volume of business

Provision (at reporting period end date)

Number of complaints opened by volume of business

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within  8 weeks

Percentage upheld

Banking and Credit Cards

Number of complaints opened by volume of business

25.34

Number of complaints opened by volume of business

N/A

2,221

2,217

44%

56%

18%

Credit related

Number of complaints opened by volume of business

N/A

Number of complaints opened by volume of business

N/A

2

2

0%

100%

100%

Product /Service

 

 

Main cause of complaints opened

Banking and credit cards

 

Disputes over sums / charges

Credit related

Other/ General/ Admin/ customer service

Product /Service

 

 

Main cause of complaints opened

Banking and credit cards

 

Disputes over sums / charges

Credit related

Other/ General/ Admin/ customer service

The data reported above represents complaints received from eligible complainants concerning activities carried out by Elavon Financial Services DAC, UK Branch (‘Elavon’). 

Glossary

The following definitions have been used in the assembling of this data.

Provision

The number of complaints per 1,000 accounts for customers at reporting period end date.

Intermediation

The number of complaints per 1,000 sales, or transactions for customers within the reporting period. This data is n/a for Elavon.  

Number of Complaints Opened

This includes all eligible complaints received during the reporting period.

Number of Complaints Closed

A complaint is deemed closed once Elavon has sent a final decision letter, or the customer has indicated that they accept our response.

Complaints closed within 3 days (%)

A complaint is deemed closed within 3 days once Elavon has sent a summary resolution communication letter or the customer has indicated that they accept our response within 3 days of receiving the complaint. 
 
Complaints closed after 3 days but within 8 weeks (%)

A complaint is deemed closed after 3 days but within 8 weeks where Elavon has sent a final decision letter, or the customer has indicated that they accept our response within this specific period of receiving the complaint.

Complaints Upheld by Firm

A complaint is deemed ‘upheld’ where Elavon agreed with the customer that their complaint was justified, either in whole or in part. We may have offered redress, where appropriate.

See how we're doing compared with the rest

For further information and published complaints data, including other UK banks, visit:

Financial Conduct Authority
Financial Ombudsman Service

 

Historic Elavon Complaint data

H2, 2023 Elavon Complaint Data


Firm name:
 Elavon Financial Services DAC, UK Branch

Period covered in this report: 1 July – 31 December 2023

Brands/trading names covered: Elavon Merchant Services

Number of complaints opened by volume of business

Number of complaints opened by volume of business

Product / service grouping

Provision (at reporting period end date)

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within  8 weeks

Percentage upheld

Banking and Credit Cards

22.34

N/A

1,982

1,998

43%

56%

42%

Credit related

N/A

N/A

3

3

0%

100%

67%

Product / service grouping

Number of complaints opened by volume of business

Provision (at reporting period end date)

Number of complaints opened by volume of business

Intermediation (within the reporting period)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed after 3 days but within  8 weeks

Percentage upheld

Banking and Credit Cards

Number of complaints opened by volume of business

22.34

Number of complaints opened by volume of business

N/A

1,982

1,998

43%

56%

42%

Credit related

Number of complaints opened by volume of business

N/A

Number of complaints opened by volume of business

N/A

3

3

0%

100%

67%

Product /Service

 

 

Main cause of complaints opened

Banking and credit cards

 

Disputes over sums / charges

Credit related

Other/ General/ Admin/ customer service

Product /Service

 

 

Main cause of complaints opened

Banking and credit cards

 

Disputes over sums / charges

Credit related

Other/ General/ Admin/ customer service

Your Order
  • Qty:

    X

    Delete Product