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Handepay Credit Card Processing 2023: Reviews & Complaints
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Handepay is a UK-based merchant account provider that operates as a reseller of Streamline, a much larger UK processor. The company is also partnered with EVO Payments International as an overseas reseller of EVO’s products. Handepay appears to operate an equipment leasing subsidiary called “Merchant Rentals” that shares Handepay’s address. In November 2020, Handepay was acquired by PayPoint, a UK-based merchant account provider, which also acquired Merchant Rentals (a possible DBA of Handepay) in the same agreement. In 2022, Handepay partnered with Funding Circle to provide business loans.
Before we dive in, here’s a short summary of what we’ll cover:
- Handepay’s various payment processing services.
- Handepay received a number of complaints about its services, often mentioning issues with the terminal, but has not received many in the last few years. It has also received a number of positive reviews.
- Handepay’s contract contains some undesirable terms, including automatic renewal, a cancellation penalty, and pricey equipment leasing.
Handepay Payment Processing
Handepay processes most major credit and debit cards for most business types, with a special focus on online payments. Their services include in-person processing through POS systems, mobile solutions, and contactless card readers. They also offer PCI compliance, Apple/Google/Samsung payment processing, an online payment gateway, a virtual terminal, pay-by-link, recurring payments, shopping carts, and a client referral program.
The company promises improved cash flow by providing next-day funding to businesses. They also do not charge fees for PCI DSS compliance or non-compliance.
Handepay offers an online payment gateway that allows businesses to trade 24/7. This service is designed to securely accept online payments.
For businesses that operate through mail or telephone orders, Handepay provides a virtual terminal to take secure card payments over the phone.
The company offers a range of business services including funding circle business finance, EPOS systems, and business legal advice. They also provide payment loyalty programs.
Location & Ownership
Handepay’s headquarters can be found at Westway Park, Galway Crescent, Haydock Ln, Saint Helens WA11 0GR, UK. The Handepay website also lists the PayPoint address at 1 The Boulevard, Shire Park, Welwyn Garden City, Hertfordshire, AL7 1EL. Andy Peake is the CEO and founder of Handepay, which was founded in 2006.
Table of Contents
- Costs & Contract: Appears to offer multi-year contracts with…
- Complaints & Service: Complaints number over 100 on…
- BBB Rating: Does not have a profile with…
- Sales & Marketing: Does not appear to utilize independent sales representatives but has received…
Handepay Customer Reviews
Here's What Their Clients Say
|Total Online Complaints||100+|
|Live Customer Support||Yes|
|Most Common Complaint||Auto-Renewing Contract|
Moderate Complaint Total
We’ve found over 100 negative Handepay reviews across multiple consumer protection forums, with some Handepay complaints describing the company as a ripoff or a scam. In the comment section below, over 10 clients have complained of automatic contract extensions and unexpected cancellation fees, which indicates that Handepay’s revised policy falls short of merchant expectations. If you have your own Handepay review to make, please do so in this comment section.
Other Complaint Contents
On UK Business Forums, there are several threads that specifically cite issues with Handepay’s sales practices, contract terms, equipment leases, and customer service. The main problem appears to be the contract’s automatic renewal, as many clients note that the 12 or 3-month deadline came and went without them being even faintly aware of it. Handepay representatives did not respond to any complaints that we located.
Handepay on Trustpilot
The company also maintains a 4.9 out of 5 rating on Trustpilot based on 10,054 reviews, but we are not inclined to factor a Trustpilot score heavily into our overall ratings due to Trustpilot’s policy of allowing companies to purchase limited control of their profiles.
Handepay Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against Handepay. Dissatisfied clients who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Handepay Customer Support Options
Handepay provides phone and email contact information for clients on its website. Its public track record of negative complaints precludes it from inclusion among our top-rated payment processors for great customer service.
Handepay Customer Service Numbers
- 0333 005 0999 – Customer Service (EVO Acquired)
- 0871 871 3888 – Customer Service (Worldpay Acquired)
- 0800 377 7382 – Sales
- (402) 935-2050 – For customers calling from outside the US
Other Support Options
- Support form
- Customer service email at [email protected]
Handepay Online Ratings
Here's How They Rate Online
No Dedicated Profile
The BBB does not maintain a profile for Handepay at this time. We will therefore not factor a BBB score into this review.
Handepay Fees, Rates & Costs
A Closer Look at The Contract
|Monthly & Annual Fees||Yes|
|Processing Rates||1.00% - 4.99%|
12-36 Month Contract Term
According to Handepay complaints from clients, the standard Handepay contract is a 12-36 month agreement with automatic renewal for 12-month terms, unless canceled in writing at least three months prior to the expiration of the initial term. The required three-month notice was formerly twelve months, according to numerous older complaints about the company. This condition was such a prominent issue for clients that multiple reviewers describe their sales reps advising them to compose and submit a cancellation notice upon signup so that the term would automatically cancel itself at the end of the original term. This practice doesn’t reflect well on the company’s policies, although it seems clients that are fortunate enough to receive an attentive sales rep are able to avoid the issue.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Handepay also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. For £19.99 per month, up to 400 transactions can be processed through the payment gateway for an agreed-upon rate. Transactions over the monthly threshold of 400 are assessed an additional per-transaction fee of £0.10. Additional rates and fees, technical support fees, and batch fees typically apply to these e-commerce services.
Handepay Early Termination Fee
In the event that a client fails to provide proper notice but still insists on being released from a processing agreement or terminal lease, Handepay fees appear to include a sizable early termination fee that may even be a Liquidated Damages fee. Businesses that anticipate being able to cancel their equipment leases after 18 months per the 1974 Consumer Credit Act will be sorry to learn that Handepay, like its competitor Retail Merchant Services, appears to have devised a workaround to that provision that will still require a client to pay out the full cost of the lease. To be more specific, by classifying rent payments as quarterly “membership” fees rather than rental fees, Handepay is able to exempt equipment payments from the Consumer Credit Act. Although this practice has been repeatedly reported in relation to Handepay rates, it’s possible that not all businesses may encounter it.
Merchant Rentals Affiliation
Since our last update of this review, we have seen multiple clients mention an equipment leasing company called Merchant Rentals that is partnered with Handepay. Merchant Rentals actually shares an address with Handepay, which is a strong indicator that it is simply a DBA of Handepay that specializes in credit card terminal leases. In our opinion, there is very little reason for a company to maintain a separate brand for equipment leases unless it is trying to split negative reviews between the two brands. It should also be noted that generic names like “Merchant Rentals” are notoriously hard to find information about, which is often done purposefully in order to make it difficult to pin negative feedback on the company. Business owners are advised to purchase rather than lease equipment whenever possible, and they should assume that Merchant Rentals is an affiliated business of Handepay until more information is available. We encourage businesses to check out our list of the providers of the best merchant services.
Handepay Employee Reviews & Sales Tacitcs
Should You Work For Them?
|Uses Independent Resellers||No|
|Discloses All Important Terms||No|
Outside Sales Team
Handepay appears to market its services through salaried outside sales agents and telemarketing. The company claims that it does not employ commission-only independent agents, which we consider to be a factor in its favor. In spite of this, we have located a moderate number of negative Handepay reviews regarding the sales tactics of Handepay representatives. The most common issue cited is nondisclosure of Handepay rates and fees, particularly the company’s automatic renewal clause in its contract and equipment leases. Clients have complained about these issues with regularity since we first posted this Handepay review, which contradicts Handepay’s public claims that it has altered its policy in response to more than one Handepay complaint. This does not compare favorably to our list of best credit card processors.
The company advertises a price challenge promotion on its website. According to the advertisement, Handepay will pay clients £1,000 if it doesn’t save them money on the cost of their current payment processing service. The company attests it can save businesses so much by refusing to impose joining fees, statement fees, authorization fees, PCI compliance/non-compliance fees, or monthly minimum fees.
No Deceptive Quotes
To its credit, Handepay does not utilize misleading rate quotes or deceptive promotions in its official materials. However, business owners are still encouraged to read all contract terms carefully rather than take a salesperson’s word. If you suspect that a Handepay representative has added hidden fees to your contract, we recommend seeking a thorough third-party statement review. We also encourage businesses that have them to leave a Handepay complaint in our comment section below.
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