We take our role in providing guidance and education regarding the card payment industry very seriously. At our own expense, we have vigorously defended our right to continue expose unethical and predatory practices in the industry, successfully defeating every attempt to silence us. However, fending off frivolous lawsuits is costly. To sustain these efforts, one of the ways we generate revenue is through affiliate partnerships with ethical providers. This means that some of our outgoing links connect business owners to trustworthy, low-cost payment processors, which is what most of our readers seek. We see this revenue channel as a win-win-win for everyone involved. Business owners find good processors, processors get good clients, and we are able to continue to provide a valuable service to the small business community. We also recommend and link to many services that do not compensate us. Our priority is to guide you to the best solutions for your needs, regardless of potential revenue. If you have questions, please feel free to contact us.
All mentions of rate and fee costs are estimations based on publicly available information and client feedback. Actual costs may vary based on a variety of factors unique to your business.
Low transaction fees (0.4% for debit cards, 0.8% for credit cards).
Same-day settlement available.
Accepts multiple payment forms.
Diverse card machine options.
Cons
Lack of pricing transparency.
High contract exit fees.
Hardware costs undisclosed.
Not PCI compliant.
Pushy sales reps reported.
Company Overview
Retail Merchant Services is a European ISO of Atlanta, Georgia-based merchant account provider Elavon. Founded in 2007, RMS claims to provide retail, mobile, and e-commerce payment processing to over 27,000 merchants in the UK and Ireland. On February 28, 2017, it was announced that Retail Merchant Services had been acquired by capital market company TCV.
Retail Merchant Services Payment Processing
RMS offers payment processing on all major debit and credit cards for most types of businesses. For in-person payments, they offer Ingenico and Verifone card readers in portable, mobile, and countertop options, which include their EPOS terminal. For online payments, they offer e-commerce shops, their own payment gateway, and the ability to pay by email. They also offer integration with major digital wallets and 140+ currencies. They boast a product called SmartBridge for integrating different payment channels (such as online and in-person), and they offer a virtual terminal for payments over phone.
Payment Gateway Services
For businesses with an online presence, Retail Merchant Services offers an online payment gateway. This service handles e-commerce transactions, ensuring that businesses can securely accept and process credit card payments on their websites.
Mobile Payment Solutions
Understanding the growing trend towards mobile transactions, Retail Merchant Services provides mobile payment solutions. This service is designed to enable businesses to accept card payments anywhere, using mobile devices.
Card Terminal Options
The company provides a variety of card terminal options to suit different business requirements. These range from countertop terminals for fixed locations to portable and mobile terminals that offer flexibility for businesses operating outside traditional brick-and-mortar environments.
Integration with Point of Sale Systems
Retail Merchant Services' payment processing solutions can be integrated with a variety of point of sale (POS) systems. This capability ensures seamless coordination of payment information with sales data.
E-commerce Solutions
For businesses that operate online, Retail Merchant Services provides e-commerce solutions that can help streamline the payment processing process. These solutions include online payment gateways, shopping cart integrations, and secure payment processing.
Merchant Cash Advance
Retail Merchant Services offers merchant cash advance services that allow businesses to access cash quickly and easily. This service provides businesses with a lump sum payment in exchange for a percentage of their future credit card sales.
Gift and Loyalty Programs
Retail Merchant Services offers gift and loyalty program solutions that can help businesses attract and retain customers. These programs can be customized to fit the unique needs of any business and can include features such as custom branding, mobile compatibility, and analytics reporting.
Retail Merchant Services is a UK payment processor
About Retail Merchant Services
Founded in 2007 and headquartered in Milton Keynes, UK, Retail Merchant Services (RMS) is a payment solutions provider serving small and medium-sized businesses across the UK and Ireland. The company offers a range of services, including card machines, online payment gateways, phone payment solutions, and electronic point-of-sale (EPOS) systems. In 2017, RMS was acquired by TCV, a growth equity firm. As of 2025, RMS serves over 45,000 businesses, providing payment processing services that support various transaction types, including in-person, online, and mobile payments. The company also offers additional services such as merchant cash advances and same-day settlement options. RMS operates as an Independent Sales Organisation (ISO) for Elavon, a subsidiary of U.S. Bancorp.
Customer Reviews & Sentiment
High Complaint Total
Given the company’s size and time in business, there are a high number of Retail Merchant Services complaints that accuse the company of being a scam or a ripoff. In the comment section below this review, we have received more than 160 Retail Merchant Services complaints related to undisclosed fees, higher-than-expected rates, expensive equipment leases, and poor customer service. Almost all of these Retail Merchant Services reviews refer to unexpected fees. Despite this, the company maintains a positive rating of 3.4 out of a possible 5 based on 6,341 reviews on Trust Pilot UK, a consumer reporting website. If you have your own Retail Merchant Services review to make, please do so below.
Other Complaint Details
On UK Business Forum, there are multiple threads devoted solely to discussing client issues with RMS. Most complainants who have received terminals through RMS mention the expensive cancellation and refurbishment fees associated with this equipment.
Retail Merchant Services Lawsuits and Fines
We have not found any outstanding class-action lawsuits or FTC complaints filed against Retail Merchant Services. Dissatisfied business owners who wish to pursue a non-litigious course of action against the company should consider reporting it to the relevant supervisory organizations.
Retail Merchant Services Customer Support Options
RMS offers customer support by phone and support form, but reviews indicate that these channels are not especially helpful to merchants.
BE AWARE!! Nasty contract . $1350 fee if terminal is not returned within 10 days. Cancellation take place 30 days after the day is cancel and tones of ridiculous fee charged during those 30 days. this will happen if you change to another company. BE AWARE!!!
Positive Feedback
There are no positive reviews published about Retail Merchant Services on the PaymentPop website.
Trustpilot Rating for Retail Merchant Services
Retail Merchant Services has an average customer review rating of 2.9 stars on Trustpilot based on 6,407 reviews. Common themes in the reviews include difficulties in contacting customer service, issues with card machines, and challenges in resolving disputes.
Negative Feedback
Terrible company . Requested so many times for cancellation. Never acknowledged it and keep asking same questions again and again . Very bad experience. Not recommended
Positive Feedback
Ash was extremely helpful, patient and helped me solve our issue efficiently and quickly. I had a few other questions which he answered without hesitation. An excellent service.
Google Maps Rating for Retail Merchant Services
Retail Merchant Services has a 2.6 out of 5 star rating based on 527 reviews on Google Maps.
Positive Feedback
So much better then my old card machine supplier.
Payments are sameday if done early enough, or next day if not, much cheaper then my last company too.
Had an issue with my machine not getting reception and they talked me through how to fix it over the phone and sent me instructions on how to do it should that network not work as well.
Negative Feedback
Has to be one of the worst companies we’ve ever worked with. Changing and cancelling services through contracts with little to no communication then offering little support or compensation for thier failings. Really poor technical support and a general problem will take 2 to 3 phone calls to get the correct solution sorted. Can’t wait until our contract finishes to escape.
Processing Rates & Fees
Three-Year Contract
According to multiple online reviewers, the standard RMS contract is a three-year agreement through Elavon with automatic renewal for one-year terms, a £180 early termination fee, a £96 terminal refurbishment fee upon cancellation, a variable monthly minimum fee, a PCI Compliance fee of up to £100 per year, and an attached non-cancellable, 36-month terminal lease. Client reviews convey rates of 2.65% + 19p for swiped transactions and 3.5% + 19p for those which are keyed in on top of monthly fees of at least £10. Cancellation of the terminal lease will result in RMS charging a business a Liquidated Damages fee that can total over £1,000.
Virtual Terminal and Payment Gateway Pricing
In addition to its storefront payment processing services, Retail Merchant Services also dedicates a portion of its website to advertising its virtual terminal and payment gateway services. However, pricing is not disclosed on either of those services. Additional rates and fees, including gateway fees, technical support fees, batch fees, and additional transaction rates typically apply to these e-commerce services.
Many Contract Complaints
Most public complaints filed against the company are related to unexpected or higher-than-expected fees. The Retail Merchant Service contract terms are not competitive in comparison to budget-friendly merchant account providers, but the fact that they are inconsistently disclosed according to business owners has lowered the company’s score to a “D.” We encourage businesses to check out our list of the providers of the best merchant accounts.
Retail Merchant Services offers access to virtual terminals
Employee Reviews & Sales Practices
Outside Sales Team
Retail Merchant Services appears to market itself primarily through cold calling and independent sales representatives. The use of independent agents is commonly tied to high client complaint rates due to the fact that these agents are usually paid by commission and receive little oversight. RMS appears to be no exception, as there are numerous negative Retail Merchant Services reviews online that describe nondisclosure of contract terms, high-pressure sales tactics, and misleading claims by sales agents. The most common issues for business owners appear to be the company’s early termination fee and terminal rental fee, neither of which is consistently disclosed at the point of signing, according to complaints. This does not compare favorably to our list of best credit card processors.
No Deceptive Quotes
To its credit, the company does not promote misleading offers in its official materials, and the Retail Merchant Services rates appear clear. If you suspect that there are hidden Retail Merchant Services rates in your contract, you can hold them accountable with a third-party statement audit.
Retail Merchant Services Competitors
Compare Retail Merchant Services to competitors that earned top marks.
Retail Merchant Services rates poorly as a credit card processing provider due to complaints of expensive cancellation policies, deceptive sales practices, a high complaint rate, and poor customer service. Business owners who are approached by an RMS representative are encouraged to request and carefully read all documentation before signing and to negotiate out unsavory conditions wherever possible. Businesses are encouraged to compare RMS’s pricing to that offered by top-rated UK merchant account providers.
