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Complaints handling policy - Amazon Payments UK

If you have any issues with the services provided by Amazon Payments, please let us know. Your feedback helps us create a better experience for you and all of our shoppers and merchants.

You're an Amazon Payments UK merchant

If you have a merchant account with Amazon Payments Europe s.c.a., your complaint will be dealt with by Amazon Payments Europe s.c.a., following their timelines. See Complaints handling policy - Amazon Payments Europe

If you have a merchant account with Amazon Payments UK Limited, your complaint will be dealt with by Amazon Payments UK Limited.

This Policy is also applicable to Selling on Amazon (SOA) customers.

  1. Go to Amazon Payments Services Complaints.
  2. Sign in with your seller or Amazon Payments merchant account.
  3. Provide the details of your complaint and describe your issue.
  4. Confirm your details are accurate, then click Submit, and one of our specialists will respond.

Note that only complaints specific to Amazon Payments services will be addressed through this process. Services provided by Amazon Payments UK Limited include, among others, processing of payment transactions, verifying the errors that may appear in the fee charges and disbursements of funds.

Amazon Payments UK complaint handling timeframes:

Amazon Payments UK Limited ("APUK") will respond with an update to your complaint within 15 business days following the day on which APUK received your complaint. In exceptional circumstances beyond APUK’s control, the resolution of the complaint may be extended up to 35 business days, following the day on which APUK first received that complaint.

  • Financial Ombudsman Service:
    If you are unhappy with our response, you may be entitled to refer your complaint to the Financial Ombudsman Service, Exchange Tower, London E14 9SR or telephone 0300 123 9123* or email complaint.info@financial-ombudsman.org.uk. For more information visit: www.financial-ombudsman.org.uk. The Financial Ombudsman Service is a free service set up to help resolve individual disputes between customers and businesses providing financial services in the UK.

Note: Amazon Payments UK Limited does not provide the Fulfilment by Amazon (FBA) service. For any complaints or requests relating to FBA stock, such as stock removal, sending stock from one location to another etc., please contact FBA.

Amazon Payments UK Limited does not support with any Amazon Services Europe ("ASE") related disputes. For any complaints or queries relating to your Amazon buyer account, and corresponding services, please contact Customer Service for further assistance.

See also

  • You have a question about an order on the Amazon website? Check your recent orders and find help on Your Orders.
  • You have an issue signing in with your account? Contact us to let us help you.