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In this review of Handepay, a key merchant account provider in the UK, we examine their rates, fees, contract terms, and common customer complaints while also looking at the services they provide, such as online payment processing, next-day funding, and virtual terminal options. Our analysis highlights both the pros and cons of working with Handepay, drawing on customer reviews and feedback from platforms like Trustpilot. We also assess the quality of their customer support and break down service costs, including cancellation fees and equipment leasing terms. By combining these insights, this review offers businesses a clear understanding of Handepay’s offerings to help them make informed decisions about their payment processing needs.
About Handepay
Handepay Homepage
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.
Products & Merchant Services
Payment Processing
Handepay facilitates credit and debit card processing for a variety of business types, with a particular emphasis on online payments. Their services encompass in-person processing through POS systems, mobile payment solutions, and contactless card readers. Additional offerings include PCI compliance, processing for Apple, Google, and Samsung payments, an online payment gateway, a virtual terminal, pay-by-link services, recurring payments, shopping carts, and a client referral program.
Next-Day Funding
Handepay enhances cash flow for businesses by offering next-day funding. They also do not impose fees for PCI DSS compliance or non-compliance.
Online Payments
Handepay’s online payment gateway enables businesses to operate around the clock, securely accepting online payments.
Phone Payments
For businesses handling mail or telephone orders, Handepay provides a virtual terminal to process secure card payments over the phone.
Business Services
Handepay offers a range of additional business services, including financing through Funding Circle, EPOS systems, and business legal advice. They also support payment loyalty programs.
Customer Reviews & Sentiment
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 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.
Industry Scores & User Ratings
Online Ratings Summary
PaymentPop
1
BBB Rating
N/A
Trustpilot
4.8
Google Maps
4.2
Average Rating
4.5
PaymentPop Rating for Handepay
Negative Feedback
I have had a lot of trouble With Handepay.They keep you hanging on the phone for ages and it cost me a fortune.
also , they don’t reply to my letters to head office.
Sincerely,
John Small
Positive Feedback
There are no positive reviews published about HandePay on the PaymentPop website.
Handepay BBB Rating
The BBB does not maintain a profile for Handepay at this time. We will therefore not factor a BBB score into this review.
Trustpilot Rating for Handepay
Handepay has a 4.8 out of 5 star rating based on 10,549 user reviews on Trustpilot.
Positive Feedback
Quickly arranged after first enquiry card machine arrived as promised on time staff extremely helpful all very good service
Negative Feedback
Scam artists. Approved a transaction with a stolen card and took money from my business and gave it to the customer without carrying out an investigation. Spoke rudely when challenged them about this but they just wanted to protect their pockets
Google Maps Rating for Handepay
Handepay has a 4.2 out of 5 star rating based on 513 user reviews on Google Maps.
Positive Feedback
Great company, professional service. Amazing customer support service. Great staffs. Look forward to working with the team.
Negative Feedback
Worst customer service, conned me into signing up. Hidden fees, stay away. Threatened with legal action when I found out about hidden charges after signing up within 14 days, although was told I had a cooling off period.
Processing Rates & Fees
12-36 Month Contract Term
Based on Handepay complaints from clients, the standard Handepay contract spans 12-36 months, with automatic renewal for 12-month terms unless canceled in writing at least three months before the initial term expires. Previously, the required notice period was twelve months, as indicated in various older complaints about the company. This condition has been a significant concern for clients, with multiple reviewers stating that their sales representatives advised them to submit a cancellation notice upon signup to ensure automatic cancellation at the end of the original term. While this practice reflects poorly on the company’s policies, clients fortunate enough to receive attentive sales support may avoid this issue.
Virtual Terminal and Payment Gateway Pricing
In addition to its in-store payment processing services, Handepay also offers virtual terminal and payment gateway services. For £19.99 per month, clients can process up to 400 transactions through the payment gateway at an agreed-upon rate. Transactions exceeding the monthly threshold of 400 incur 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 cases where clients fail to provide proper notice but wish to terminate a processing agreement or terminal lease, Handepay may impose a significant early termination fee, possibly even categorized as a Liquidated Damages fee. Businesses expecting to cancel equipment leases after 18 months, per the 1974 Consumer Credit Act, may find that Handepay, like its competitor Retail Merchant Services, has devised a workaround to this provision, requiring clients to pay the full lease cost. By categorizing rent payments as quarterly “membership” fees rather than rental fees, Handepay exempts equipment payments from the Consumer Credit Act. While this practice has been reported in relation to Handepay rates, not all businesses may encounter it.
Merchant Rentals Affiliation
Recent client feedback mentions an equipment leasing company called Merchant Rentals, partnered with Handepay. Merchant Rentals shares an address with Handepay, suggesting it’s likely a DBA of Handepay specializing in credit card terminal leases. Maintaining a separate brand for equipment leases, especially with shared negative reviews, raises questions. Additionally, generic names like “Merchant Rentals” can obscure information intentionally. Business owners are advised to purchase rather than lease equipment when possible and should consider Merchant Rentals as an affiliated business of Handepay until further information is available.We encourage businesses to check out our list of the providers of the best merchant services.
Business owners should be aware that equipment leases through Handepay may actually go through their DBA Merchant Rentals
Lawsuits & Legal History
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.
Employee Reviews & Sales Practices
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.
Price Challenge
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.
Handepay Competitors
Compare Handepay to competitors that earned top marks.
Handepay earns an average rating in the realm of credit card processing providers. This rating primarily stems from a volume of customer complaints that historically center around the company’s automatic renewal policies. These policies have been a significant point of contention, as they often lock businesses into longer contracts than anticipated. However, Handepay has acknowledged these concerns and claims and have made adjustments in recent years to address and improve these issues.
In terms of contract terms and advertising practices, Handepay aligns fairly closely with standard industry practices. Businesses considering Handepay as their credit card processing service are strongly encouraged to conduct a thorough comparison of Handepay’s pricing and terms against those offered by top-rated merchant account providers.
