Lodge a Payment Processing Complaint and Understand Your Rights

Last updated: Oct 22, 2026, 11:13 AM

This article explains how you can submit a complaint regarding payment processing services, what to expect during our review process, and your rights as a Toast customer in Canada, Australia, Ireland, and the UK.

In this Article:

 

Overview

At Toast, we are committed to providing exceptional service and supporting your restaurant's success. If you ever feel dissatisfied with our payment processing services or support, we want to hear from you. We take all complaints seriously and handle them in a prompt, fair, and transparent manner.

 

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Scope of Payment Processing Complaints

This complaint procedure applies specifically to issues related to Toast's payment processing services and card transaction management.

In countries outside of the US, examples of matters covered under this policy include:

  • Transaction Processing: Concerns regarding delayed, duplicated, declined, or incorrectly processed card payments.
  • Settlements & Payouts: Issues regarding payout timing, settlement accuracy, or account withholdings.
  • Processing Fees & Charges: Questions, disputes, or refund requests regarding payment processing fees, fee accuracy, or transaction fee structures where you express dissatisfaction. 
  • Onboarding & Verification: Delays, rejections, or difficulties during merchant payment account setup or verification processes.

 

Note: General technical assistance, address changes, standard account updates, routine fee refund requests, or general customer support queries are handled through standard Customer Care channels and are not classified as formal payment complaints unless accompanied by an expression of dissatisfaction.

 

How to Submit a Complaint

You can lodge a complaint through any of Toast's standard support channels. Whether you contact us by phone, live chat, or mail, our Care team is ready to assist you.

  • Phone Support: Call our main Toast Customer Care line to speak with a representative.
  • Live Chat: Start a chat session through Intercom or Toast Web to share your concerns.
  • Mail: Send written correspondence directly to our physical mailing address.

 

When submitting your complaint, please provide as much detail as possible, including your restaurant name, account details, and a brief explanation of the issue.

 

For more information on how to contact support view How to Contact Customer Support or go to support.toasttab.com.

 

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What to Expect After You Submit a Complaint

Once you submit a complaint, we follow a clear and structured review process:

  • Acknowledgement: We aim to acknowledge receipt of your complaint within five (5) business days.
  • Investigation & Resolution: We work to resolve standard complaints within ten (10) business days from the submission date.
  • Status Updates: If your complaint requires additional time or technical input, we will notify you and provide an updated resolution timeframe, which will be no later than 35 business days after we received your complaint.

 

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Escalation to Ombudsman (UK and Ireland)

If you are dissatisfied with our final response, or if your complaint has not been resolved within fifteen (15) working days, you have the right to escalate your complaint to the relevant financial ombudsman service. You have six months from receiving our final response to contact the ombudsman.

 

If your business is located in Ireland, you can contact the Financial Services and Pensions Ombudsman (FSPO):

 

If your business is located in the UK, you can contact the Financial Ombudsman Service (FOS):

  • Website: financial-ombudsman.org.uk
  • Online Form: help.financial-ombudsman.org.uk/help
  • Mail: The Financial Ombudsman Service, Exchange Tower, London, E14 9SR
  • Phone: 0800 023 4 567 (free) or 0300 123 9 123 (weekdays, 8:00 a.m.–5:00 p.m. GMT). If calling from outside the UK, use +44 20 7964 0500.

 

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Get Help With Making a Complaint

If you need extra support to make a payment processing complaint, let us know, and we’ll work with you on an alternative way to contact us, an accessible format, or extra time. You can also authorize someone to submit and manage a complaint on your behalf.

 

For more information on how to contact support view How to Contact Customer Support or go to support.toasttab.com.

 

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