Complaints

Tell us

Email support@cheekypayments.com with “Complaint” in the subject line. A complaint does not have to be formal or use any particular words — if you are unhappy and you tell us, we will treat it as one.

It helps if you can include:

• —The email address on your account, and your business name.
• —What happened, and roughly when.
• —Any payment or payout reference involved — the dashboard shows one against every transaction.
• —What you would like us to do about it.

What we will do

• —Acknowledge it within three working days, so you know it reached a person rather than a mailbox.
• —Look into it properly, and come back to you with an answer and the reasoning behind it.
• —Aim to resolve it within eight weeks. If it is going to take longer we will tell you why before that point rather than after it.

Where the problem sits with Stripe or Verofy — a held payout, an identity check that has stalled, a card machine fault — we will say so plainly and tell you what we are doing about it, rather than passing you along.

If you are still not happy

Tell us, and say why our answer did not work. A complaint we have closed can be reopened, and it will be looked at by someone who has not seen it before.

If it concerns how we have handled your personal information, you can also complain to the Information Commissioner’s Office at ico.org.uk.

Complaints about a payment you made to a business

If you are a customer of one of the businesses that uses Cheekypayments, we are not the right people. We provide the card terminal, not the goods — so start with the business itself, and if that does not work, your card issuer can raise a dispute through the card scheme.