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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’).
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.
For further information and published complaints data, including other UK banks, visit:
Financial Conduct Authority
Financial Ombudsman Service
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