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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 merchant

Note that 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.

  1. Go to Contact us
  2. Sign in to Seller Central with your Amazon Payments merchant account
  3. Select a corresponding topic from the Amazon Pay dropdown menu
  4. Click the corresponding tab to contact us via email, chat, or have us call you back

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 funds disbursements.

If you are not satisfied with our response, you may choose to escalate your complaint by contacting the following:

  • Amazon Payments UK Senior Management:

    Submit your complaints to our Senior Management at APUK-management@amazon.co.uk.
    We'll consider your comments carefully and respond within 3 business days. We aim to resolve your complaint within 15 business days from date of receipt.

  • 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, contact FBA.

See also

  • You have a question about an order on amazon.co.uk? 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.