Operational Questions

What card payments can I accept?

We can enable you to accept payments by Visa®, MasterCard®, American Express®, Diners and Discover acceptance in person, over the phone or online.

Can I accept payments in more than one currency?

Yes. Contact us to discuss the currency you wish to trade in and how you wish your account to be settled.

I am in the travel industry and had problems with card service providers in the past – are you able to meet the needs of my business?

We understand the challenges faced by the travel industry, especially around requests for additional security cover that you may have received from other card service providers. If you are ATOL or ABTA bonded and have been trading for three or more years, we are likely to be able to offer you card payment services and you also may be able to take advantage of our risk policy which has been especially designed to support the travel industry.

What types of terminals do you offer?

We can offer a variety of terminals to suit your business needs. In addition to the popular desktop terminals you often see in shops, we also offer a portable (Bluetooth), and mobile terminals.

How long does the application process take?

Your application will be processed within ten working days of submitting the completed documentation.

Do I have to use the card acceptance services provided by my bank?

No you don’t, card acceptance services can be provided independently of your banking services so you are free to choose a provider that specialises in fast, secure and reliable card services.

How long does settlement take?

You can usually expect the funding from the card payments you accept to be settled into your business banking account within three to five working days of the transactions taking place. You can usually expect any transactions taken via your FDMS Merchant Identification Number will be settled into your business banking account within three to five working days of the transactions taking place.

Are varied terminal lease times available?

Yes - terminal lease periods are available for terms ranging from 12 to 48 months.

Voicing your concerns

First Data Merchant Solutions are authorised and regulated by the Financial Conduct Authority (FCA). Every step is taken to ensure you are satisfied with the services you receive from First Data Merchant Solutions. However, if you have reason to complain, we will take a balanced and fair view of the situation and take whatever action is necessary to resolve your complaint.

The Financial Services and Markets Act 20%0 lays down a standard procedure which we aim to meet in the handling of all customer complaints: You can contact the First Data Merchant Solutions Customer Care Team by writing to:

Janus House,
Endeavour Drive,
Basildon,
Essex SS14 3WF
or
Telephone: 0345 606 5055†, Mon-Sat, 8am - 9pm
Email: FDMSComplaints@firstdatacorp.co.uk

We take all complaints seriously. Many issues can be dealt with straight away, but some do take a little time to investigate thoroughly. If this happens, we get a specialist from our Customer Care Team to resolve the issue. The FCA gives us eight weeks to resolve all complaints.

If for any reason you are not happy with the outcome please contact us explaining what you think we can do to put it right. If you are still not happy after we’ve tried to put things right you can ask the ombudsman to look at your case for free. They can be contacted at:

The Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
London E14 9SR
www.financial-ombudsman.org.uk
or
Telephone: 0800 023 4567
Email: complaint.info@financial-ombudsman.org.uk

Searches and Credit Checks

Why are reference searches required on my business?

These searches must be completed in line with Anti Money Laundering Regulations.

Why are credit checks required?

These checks are required to ensure you are likely to have sufficient credit to fulfil the delivery of goods and services to your customers.

Existing Customers

Can I view my merchant account online?

Yes. You have the option to use our easy ClientLine® online reporting tool which enables you to access details of your card processing transactions and history securely via the internet.

How much does card acceptance cost you?

We will offer you a competitive rate that reflects the profile of your business. This will be based on several factors including current or projected card turnover, whether you are new to cards and average transaction value. Contact us today to discuss your needs in more detail.

What is PCI compliance?

The Payment Card Industry Data Security Standard (PCI DSS) sets worldwide rules that help protect both you and your customers from fraud. Everyone that accepts payments by credit or debit card must be PCI DSS compliant. The rules increase controls around the way data is managed and stored, reducing exposure to compromise. We offer simple tools that can help you comply with PCI DSS regulations so you can focus on running your business. Learn more about the regulations by visiting the PCI standards website.

Contact First Data

Where is your call centre based?

Our call centre/helpdesk for Merchants is based in the UK.

What are your opening hours?

Opening Hours & Numbers

    Area Contact Mon - Fri Saturday Sunday
FDMS Helpdesk   Customer Service 0345 606 5055 0800 - 2100 0800 - 2100 CLOSED
FDMS Sales New Business   Sales 0808 274 1895 0900 - 1700 CLOSED CLOSED
FDGL   Customer Service 0345 841 2442 0900 - 1700 CLOSED CLOSED
Authorisations   Authorisations 0344 257 9400 24hr 24hr 24hr
 
Spire   Terminal Support 0345 606 5055 0800 - 2100 0800 - 2100 CLOSED
Verifone   Terminal Support 0345 606 5055 0800 - 2100 0800 - 2100 CLOSED
Ingenico   Terminal Support 0345 606 5055 0800 - 2100 0800 - 2100 CLOSED

Calls may be recorded for security purposes and monitored under quality control process.