Menu

Complaints Handling - Amazon Payments UK

Please note that if you have a payment account with Amazon Payments Europe s.c.a, your complaint will be dealt with by Amazon Payments Europe s.c.a, following their timelines.

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


If you wish to make a complaint about the APUK Payment Services, you can make a complaint through Contact Us.

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

  1. Amazon Payments UK Senior Management: You can submit complaints directly to our Senior Management at APUK-management@amazon.co.uk. Please note only complaints specific to Amazon Payments UK services will be addressed through this process.

    Services provided by Amazon Payments UK include, among others, processing of payment transactions, verifying the errors that may appear in the fee charges and funds disbursements. We'll consider your comments carefully and respond within 15 business days. We are committed to resolving your complaint within 35 business days from date of receipt.

    Please note: Amazon Payments UK 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: for UK: remove-inventory@amazon.co.uk, for DE: remove-inventory@amazon.de, for ES: remove-inventory@amazon.es, for IT: remove-inventory@amazon.it and for FR: remove-inventory@amazon.fr.

  2. 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.

If you opened your account in the UK online, you may also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform. The platform has been established by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. The platform can be found at https://ec.europa.eu/consumers/odr/.