Complaints data

Providing excellent customer service and satisfaction is very important to everyone at U.S. Bank Europe, 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 second half of 2024.

Firm name: U.S. Bank Europe DAC, UK Branch

Period covered in this report: 1 July – 31 December 2024 

Brands/trading names covered: Elavon Merchant Services / Opayo

The data reported above represents complaints received from eligible complainants concerning activities carried out by U.S. Bank Europe DAC, UK Branch (‘U.S. Bank Europe’). 

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 U.S. Bank Europe.  

Number of Complaints Opened

This includes all eligible complaints received during the reporting period.

Number of Complaints Closed

A complaint is deemed closed once U.S. Bank Europe 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 U.S. Bank Europe 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 U.S. Bank Europe 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 U.S. Bank Europe 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 U.S. Bank Europe Complaint Data

Firm name: U.S. Bank Europe DAC, UK Branch

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

Brands/trading names covered: Elavon Merchant Services / Opayo

Historic Elavon Complaint data

H2, 2023 U.S. Bank Europe Complaint Data

Firm name: U.S. Bank Europe DAC, UK Branch

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

Brands/trading names covered: Elavon Merchant Services / Opayo