Handepay Reviews & Complaints
Overview
In this article, we'll take a focused look at Handepay, a key merchant account provider in the UK. Our review will cover essential topics like their rates and fees, contract terms, and common customer complaints. We'll also touch on Handepay's services, which range from online payment processing to next-day funding and their virtual terminal offerings.
Part of our analysis includes evaluating the pros and cons of Handepay's services, alongside insights from customer reviews and feedback on Trustpilot. Additionally, we'll examine Handepay's customer support quality and delve into the details of their service costs, including any cancellation penalties and equipment leasing terms. This article aims to provide a concise yet comprehensive understanding of Handepay for businesses considering their services.
About Handepay
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.
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.
Next-Day Funding
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.
Online Payments
Handepay offers an online payment gateway that allows businesses to trade 24/7. This service is designed to securely accept online payments.
Phone Payments
For businesses that operate through mail or telephone orders, Handepay provides a virtual terminal to take secure card payments over the phone.
Business Services
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.
| Pros: | Cons: |
|---|---|
| Competitive pricing offers. | Inconsistent customer support. |
| Simple costs structure. | Non-transparent fees. |
| Personalized service packages. | Mandatory contract lock-in. |
| Includes merchant account. | No EPOS/accounting integrations. |
Handepay Customer Reviews
Here's What Their Clients Say
| Total Online Complaints | 100+ |
|---|---|
| Live Customer Support | Yes |
| Most Common Complaint | Auto-Renewing Contract |
| Recent Lawsuits | No |
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
| Cancellation Penalties | Yes |
|---|---|
| Monthly & Annual Fees | Yes |
| Processing Rates | 1.00% - 4.99% |
| Equipment Leasing | Yes |
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.
Handepay Employee Reviews & Sales Tacitcs
Should You Work For Them?
| Uses Independent Resellers | No |
|---|---|
| Telemarketing | Yes |
| Misleading Marketing | 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.
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.
Our Handepay Review Summary
Our Final Thoughts
Handepay receives an average rating as a credit card processing provider according to our review system. The company has received most of its complaints due to its automatic renewal policy, but it claims to have taken steps in recent years to improve this issue. Overall, Handepay offers fairly standard contract terms for the industry and engages in common advertising tactics. Businesses are advised to compare Handepay’s pricing to that offered by top-rated merchant account providers.
If you found this article helpful, please share it!
Kirsty berry
Absolutely disgusting treating of a family run business in chard not giving them there money forcing the shop into financial hardship where they can pay suppliers or staff!!!! Emerys newsagents in chard!!!!
CPO
Kirsty,
This article should help: How to Make a Credit Card Processor Release Your Money.
-Phillip
Michael Pittaros
Found Tyrone to be extremely helpful from start to finish. He managed to get me out of my existing contract.
CPO
Hi Michael,
Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!
James Riley
waited the full 12 days after providing them with passports. bank statements. mortgage statements etc, only to be told after I CONTACTED THEM, that EVO??? needed to see full accounts for the last 2 years. We are a small trading partnership that do personal tax returns and don’t have full accounts. Waste of time, mine and theirs! ridiculous. If that’s hat thet’ll be like to deal with on a regular basis, I think we got off lightly.
Back to SQUARE one.
This post will help: Best UK Merchant Accounts
Paul
I would not trust Merchant Rentals. The staff were lovely on the phone but I was surprised to find out that after having my terminal for years I was trapped in some kind of automatic renewal. I have had to give up working for heath reasons and this is financially crippling. I explained to them that I needed to end my contract and why. They were not very helpful with me and I had to pay 7 months rental to escape. All well and good but when I am not working it is literally emotionally and physically going to affect me.
With this auto renewing contract that the sales rep all those years ago failed to explain to me and my current bad health I do not have the strength or mental ability to argue, but please be very careful.
Thanks to the staff for kind words, but sorry I could not recommend Merchant Rentals.
This post will help: Best EMV Card Readers for Purchase
– Phillip
Victoria Nagy
High pressure sales by quick talking salesman complaining of parking ticket time restriction for not having more time….The result;
I wasn’t properly explained that the contract is for four years. There is no cooling off period! None!
The sales person, though very politely, place a lot of pressure on me to hurry. both times he came to see me he was on short time as his parking was running out. I felt pressured but trusted him. It was my mistake. He had shown me a leaflet that if I didn’t save money I’d get £1000. Free rental till April and so on. He talked very fast and hurried me along. When I pulled up the contract on the screen he gave me no time at all to read just scrolled to the sign bit and told me to click there…and there and that he had “only four minutes left on his parking before he gets a fine”.
Had I been clearly told that the contract locks me in for four years, I would not have signed it. When he came by the next day I told Mr Martin the salesman that I don’t want the contract and he said to contact Handepay. (He then rushed out the door.) – So I wrote to My Fiona Lyons who unsurprisingly believed her sales staff’s as opposed to my word. She advised me to contact Merchant Rentals by phone. So I have spoken to Mandy who told me that I will probably have to pay four years worth of rentals and other costs. (over £1300+ in my calculations) – I am well and truly closed! – Seeing that my shop doesn’t make £1300 most months, there is no way I can afford to pay. – Although I found Handepay’s staff polite, they are also unrelenting and unsympathetic.
From The Editor
This Post Might Help: Cancelling a Merchant Account Without Paying a Fee
Brian Walklett
Almost a carbon copy of Victoria Nagy review above.
Rushed into a 4 year contract along very similar lines/tactics as above review and sales person appears to be believed and I am not. Tried to cancel day after signing 4 year contract and told I am locked in. I intend to retire in 1 to 2 years as I am already 65 years old. I would never have agreed to a 4 year contact if I had been aware. Feel angry and cheated.
John Stone
Avoid Handepay at all costs, terrible morals and shocking behaviour.
This is a long review but if you are thinking of using handepay please read it so you can see the type of company you are dealing with.
I have been with handepay for a while and put a lot of transactions through my terminals. Last year I took a cash advance from Quick capital … This was repaid through the card machines
Recently I was shopping around for the best rate on card terminals and wanted another cash advance for an equipment purchase.
I was offered both from an alternative company. I told handepay I was shopping around and they knocked a miniscule amount off my fees. I declined this and sadi I was going with another provided. Miraculously I was transferred to retentions who tells me they didn’t think I was seriously leaving, if I was I should have been passed to them.. after providing them with the fees I was offered I still haven’t had a counter offer from them but in the meantime they couldn’t compete with my cash advance from another supplier.
Here’s where they show their true colours . When I told them I was taking the cash advance from another supplier and paying it through my terminal (after Evo payments gave me a written confirmation this was fine) handepay got involved with Evo pay and told them not to change my bank details to the new supplier.. basically if they couldn’t have my business no one could. This just shows the true lack of integrity and resembles a child spitting their dummy out.
Backfired… I’ve still got the funding elsewhere.. and am now changing card processor too.
Handepay are a very greedy company.
They want the business from everywhere and when they don’t get it they sulk.
Your terminals are rented from “merchant rentals” handepay set your rates and quick capital provide the cash advance.. on paper all seperate entities… BUT… all ran from and registered to the same building in haydock and a quick check on companies House shows same people involved in all of them.
I have also had numerous referrals that have never been paid…
One thing is for sure I would never ever refer or recommend handepay , terminal rentals or quick capital to anyone again and will make sure I let as many people I can know about their underhanded tactics.
Another thing they like to do is report negative reviews to trustpilot . I can assure you this is genuine , I have emails and phone call recordings to back it up and also my business is Stone Tyres in ST Helens should you or any prospective customer wish me to verify anything in here.. Shambles of a company and one to be avoided at all costs.
From The Editor
This Post Might Help: Best UK Merchant Accounts
john small
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
Trevor Manning
I was recommended by a friend I found the service from beginning to end excellent Lindsay went far beyond my expectations in terms of information and service and after care once installation had been completed
Many thanks
CPO
Hi Trevor,
Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!
Adam
Signed with Merchant Rentals on the proviso that the other contract with Evo went through. We decided as a company that we weren’t comfortable with them having full access to our accounts and did not go ahead and sign. Now we are being threatened with legal action as we are refusing to pay Merchant Rentals. They only release a terminal once you have signed with Evo, we have informed them that we are not going to and were under the belief (via the sales person) that the contract would only be formed if all the different parts were confirmed. This is not so. They want us to pay for a terminal we do not have, have never had and will never have. They are refusing to do anything about it, merely stating that we have to pay. How can this be legal. I have tried to get them to cancel the contract and see sense but that is not something they hold in abundance.
From The Editor
This Post Might Help: How to Get Out of a Merchant Account Contract
sanjay makwana
Avoid handepay, going to take legal action for a terminal i dont even have and never will. Wasnt happy with the rep , tried cancelling less then 17 hours after hed gone at 16.00pm “working 9 -5pm ” Told rep at 9.00pm to cancel the whole, he obviuosly not bothered back in november, now they want me to pay 948.00 ang got a debt agecy involved. are these people human beings or what, the rep never mentioned about cooling off periods or anything else, Everybody on here and reading this need to go trust pilot and post there.
This post will help: Cancelling Your Merchant Account Without Paying a Fee
– Phillip
John
Came up with a 30% saving over my existing card provider. The terminal hire charges are rather high £9 a month higher than our previous company charges for WiFi terminal. Be very careful the will want to sign you up immediately with e dign. There is absolutely no cooling off period once you have signed and returned e sign form. Threaten you that you are committed to a 5 year contract. And no get out clause be very careful. Make sure before you sign I found customer care helpful and terminal was delivered 3 days late. But installed and set up and fully working by courtier.
Manjit singh
Hi Mr Deepak Sehdeva provided me with superb services and I would recommend anyone to handepay
CPO
Hi Manjit,
Please reply to this comment with your business name and location in order to authenticate your testimonial. Thanks!
JEFF
Warning to all business owners please be aware of these CROOKS, they are just conmen in disguise, had the misfortune of signing up below are the results of three days……….
Terminal rejected over 150 transactions, in first day of trading lost well over £700 in free food given to upset customers, called the help desk on numerous occasions and they could not help after trying several times to resolve, when calling out of hours the call goes to the USA who claim the can not help as it is outwith the USA, NOW I AM STUCK WITH A FOUR YEAR CONTRACT, believe me it is better to pay than to stick with handypay.
This review is especially targeted to business owners in Scotland be aware guys the so called Manager will visit you’re premises promising this and that do not be taken in they will deliver dog poo and not give a toss.
BE AWARE BE AWARE DO NOT SIGN UP
CONMEN CONMEN CONMEN
zaffar
where can I start from…………… unfortunately signed up and from day one been having issues with the terminal rejecting card payments, every second payment the terminal rejects, have made several calls to the so called help desk which by the way are as useful as a old broken chocolate teapot but no joy.
had the terminal for five days and have almost 150 rejected transactions and lots and lots of unhappy, angry customers.
be aware do not sign up as the service is crap terminal and software are crap, I am now going to have to pay four years charges to cancel which I will do it is that bad.
be aware do NOT SIGN UP WITH THE PROMISE OF SAVING MONEY YOU WILL LOSE OUT
RAY
very dis honest company, think three times before you start dealing with handy pay. I never had their PDQ machine in my shop but they start taking money from my account, when i find out I stop them and now they are taking me to court for service they never provided,
there are a lots of other companies out there as good as gold, MERCHANT MONEY OR CAPITAL ON TAP.
Mark Salisbury
Appalling company avoid like the plague handy pay and merchant rentals are in bed together constant harassment whilst under review by the financial ombudsman for selling terminal which we never received
Home Improvements
Absolute joke of a company. Cancellation letter sent along with a written notice of cancellation with the terminals. Claiming they never received and are now wanting to take another 2 years worth of direct debits out due to clause 1.3?? which was never made clear. the clause itself does not make any sense.
You pay for renting the machines if anything goes wrong or you would like to cancel it is impossible as they will keep you for as long as they like.
Threatened with court action when we cancel the direct debit.
STAY CLEAR OF THIS COMPANY.
Nic Skerten
Don’t touch Handepay and Merchant Rentals with bargepole. Just got caught by their automatic extension period and they are trying ot charge me £937 to get out of the lease. Sharp practice – the very least. I will be making a point of publicising this as much as possible.
John Beevor
Handepay (Merchant Rentals continues (Aug 2016) to impose draconian cancellation term and “automatic ” contract extensions .
The only hope is that in a recent case the court has held that a sole trader enjoys the protection of consumer legislation and that legislation makes such clauses unenforceable
Abbi Lewis-Smith
Any Handepay card terminal customers please be advised that if YOU don’t give them written notice A YEAR before your contract term is to end, they will
EXTEND the contract AUTOMATICALLY for another 2 years!!! One of mine was about to end but I have to pay over £700 to get out of it as it was automatically extended (nothing been sent to me to advise) DISGUSTING! It’s all in the small print apparently. Given notice on my other PDQ machines so will be looking for another, more empathetic card provider.
They are meant to help small businesses, not put them out of business for charging for something that’s not even being used.
Tracy Heppenstall
Please think twice before using this company ! The minute you have a problem with your card machine they are not interested , (I spent 48 hrs which when you work in a busy hairdressers cost me a fortune ). Trying to find out who I should get a machine from !! !!! !!!!! Eventually I got it sorted but I was exhausted at the end of it . I had a three year contract which I realised finished in July ! I was a month late as now automatically have signed up for another year !
Plus they have now told me that the machine is only guaranteed for 1 st 12 months ! So be where if you have a 2 or 3 year contract , you are only covered for 1st year !
Their fees are high too but I sighed up to that so only me to blame ,just would like a company that replace or talk you through how to repair a machine . Is that to much to ask !!!!!!
Rod
As I have decided to close my business, I contacted handepay/Merchant Rentals at Haydock to inform them of cessation of business. As with normal utilities viz electricity, gas etc all these processes are well tried and tested and taken in the stride. Not with Handepay though as I have discovered. They have sent me a bill amounting to £550 to cover the period up until October 2017 !!!! As I have only received this shock today, I haven’t decided what to do about it or even contacted Handepay with any response. Any advice would be welcome.