A payment institution incorporated and existing under the laws of England and Wales that processes credit or debit cards payments on behalf of merchants (acquirer)
Chief Executive Officer
Gerald John Davies
+44 XXXXXXXXX
Getnet UK is fully owned by Getnet Europe, Entidad de Pago, S.L.U., a payment institution incorporated and existing under the laws of Spain that processes credit or debit card payments on behalf of merchants (acquirer).
Chief Executive Officer
Ruben Justel Miranda
+49 (0) 89 20195380
How can I make a complaint
When can I make a complaint as a customer?
Before contacting Complaints Management as a customer, it is recommended that you first contact the relevant department or service team. If this does not lead to a satisfactory outcome, you can then contact the complaints office.
To contact us
We are sorry if we haven't got things right. We always strive to provide you with the best products and services. Unfortunately, things can go wrong sometimes, but telling us about it gives us the chance to fix things for you and make improvements.
We want to sort things out for you as soon as we can. The easiest and quickest way is by getting in touch with us on makeusbetter@getneteurope.com
Our complaints team is here to help you. Email confirmation will be sent, within 2 business days acknowledgment that the complaint has been received. Getnet UK will seek to resolve the complaint at the earliest opportunity, with the aim of doing so by the end of 15 business days. If a final response cannot be given by the end of the 15 business days Getnet UK will provide a resolution maximum 35 business days from the day of the receipt.
If we haven’t been able to finalise our investigation by 56 days we’ll send you a letter letting you know and what steps you can take. These will include letting you know you can go to the Financial Ombudsman if you’d prefer not to wait until we’ve finalised our investigation.
What constitutes a reason for the exclusion of a complaint?
What we need from you
Please provide us with as much information as possible when making your complaint. This will help us to understand the issue and resolve it quickly. Please include:
Why do we need this information?
We want to fully understand what's gone wrong. This is to make sure we get the right person handling your complaint, so they can investigate and fix the situation as soon as possible.
Your contact details will help us get hold of you if we need to discuss your complaint, especially if we need more information.
At Getnet UK, we strongly believe in the power of speaking up and reporting any misconduct to ensure that our ethical culture and way of doing things are upheld.
We strive to foster an environment where employees and anyone associated with Getnet UK can speak openly and be truly heard.
Therefore, we do not hesitate to speak up.
For this purpose, in alignment with Santander Group standards, we have stablished a whistleblowing channel called “Open Channel”.
This channel is a multilingual internet platform available 24hours a day, seven days a week, and it is managed outside PagoNxt to ensure confidentiality and anonymity.
Channel can be used to report any behavior that goes against our Code of Conduct, including our culture and other obligations imposed by the regulation.
Act with responsibility and transparency towards our clients
From Getnet UK we are at our customers side, offering them products and services that are Simple, Personal, Fair and adapted to their needs, explaining the conditions and characteristics in a clear and understandable way.
Customer experience as a driving force
Getnet UK is committed to quality service and customer satisfaction. We care about what our customers think of our products and services, as well as the processes and care provided, to continuously improve them for efficient service and a quality product that meets our customers' expectations and needs.
We improve processes to get closer to our customers and make services and products more accessible.
Protecting customers and helping vulnerable customers.
Getnet UK cares about its customers, ensuring that products and services meet customer needs, are sold through the right channels, and achieve the desired results.
We listen to our customers and put controls in place so that potential risks from new regulations and issues with products and services that compromise consumer protection can be identified, addressed, and resolved in a timely manner.
Getnet UK has developed and implemented vulnerable customer policies that consider personal circumstances and potential risk factors such as over-indebtedness, aimed to protect them.
TRADEMARKS
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This website is owned by Getnet Merchant Solutions UK Ltd. All the intellectual and industrial property rights and rights to operate and reproduce this website, its pages, screens, the information it contains, its appearance, structure and design, source code, audio files and software, as well as the links (“hyperlinks”) established from it to other websites of any company belonging to Getnet Merchant Solutions UK Ltd. or Santander Group, are owned, transferred or licensed to Getnet Merchant Solutions UK Ltd. or Santander Group companies, unless otherwise specified. All the names, designs and/or logos that make up this website are duly registered trademarks. Any misuse of such abuse by a person other than its rightful holder may be pursued in accordance with the legislation in force. The intellectual property and trademark rights of third parties are appropriately highlighted and should be respected by anyone who accesses the website. For personal and private use only, it is permitted to download the contents, copy or print any page of this website. It is prohibited to reproduce, publicly communicate, distribute, assign or transmit, modify or delete the information, content or warnings on this website without the prior written authorization of Getnet Merchant Solutions UK Ltd.