Handepay: most-reported complaints
Automated analysis of 243 public Trustpilot reviews published 2023-09-22 to 2026-08-28. TrustScore 4.7 from 10,848 total reviews — see the Trustpilot page. Quick answer: is Handepay legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with Handepay, with misleading pricing being the top complaint at 31% of identified issues and showing a rising trend. Overcharging and contract term changes are also frequently cited, each accounting for 26% of complaints, though overcharging reports are falling while contract term issues remain flat. Additionally, 22% of reviewers describe support as unhelpful, a trend that has remained flat.
How to reach Handepay
These are the contact details Handepay publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone 0800 377 7382, email [email protected], address Westway Park, Galway Crescent, Haydock, WA11 0GR, GB.
The company claimed its Trustpilot profile on 2014-05-12, uses Trustpilot’s paid features, and last replied to a negative review on 2026-07-10. Trustpilot ranks it 5 of 18 in Card Processing Service. We last checked this profile on 2026-09-23 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Companies House: HANDEPAY LTD. (no. 05504126), active, incorporated 2005 (21.1 years); next accounts due 2027-12-31, last accounts filed 2026-09-11. 5 current officers (22 on record historically), 1 resignation in the last 24 months; 5 filings in the last 12 months (146 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 3 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Placed an order but company say they have no record of my order”, “Advice needed for small business re using credit/debit card terminal”, “fallen foul of unfair contract”.
Elsewhere: 4.2★ on Google (568 reviews)
TrustScore over time
4.7 → 4.7 across 7 census measurements since 2026-08-11. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-11 (90%, 1.0d) · 2026-08-21 (90%, 1.0d) · 2026-08-30 (90%, 1.0d) · 2026-09-05 (90%, 1.0d) · 2026-09-14 (90%, 1.0d) · 2026-09-20 (90%, 1.0d) · 2026-09-23 (90%, 1.0d).
Severity: 53% of this company’s 51 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 1.6 days between the experience and publishing their negative review (83 reviews record both dates).
Ombudsman outcomes
The Financial Ombudsman Service has published 7 decisions naming this firm (too few to quote an upheld rate).
Covers decisions dated 2015-08-17 to 2024-05-10, by the acceptance-deadline date the Ombudsman publishes — not the date the complaint was decided.
Official published outcomes from the Financial Ombudsman Service, not our analysis. Uphold rates reflect the cases that reached the ombudsman, not all complaints. source.
Measured reply time: across 159 negative reviews that received a public reply, the median wait was 0.8 days — the company profile reports an average of 1 days.
Reply quality: of 159 company replies to negative reviews analysed, 16% engaged with the specific problem and 65% were generic templates.
Review provenance: 63 company-invited reviews in the recent window average 5.00★, while 147 organic (uninvited) reviews average 4.63★.
38% of its 195 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: misleading pricing makes up 31% of this company’s complaints vs a 12% median across 89 ranked companies in its sector.
Review velocity: 174 of this company’s 10,848 Trustpilot reviews (2%) were written in the last 12 months.
What are the most common complaints about Handepay?
Misleading pricing
16 reports · 31% of complaintsrising since 2025-07“I was told I could not cancel unless I paid a termination fee”
The company replied on 2026-03-25: “Hi there. Thank you for your feedback and sorry to hear of this experience. We have flagged this with our Sales Director and will be looking into this to get more detail. If you have any further…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“I can't get through their Lloyds customer service team.”
The company replied on 2026-03-25: “Hi Justyna, sorry to hear your experience hasn't been up to our usual standards. I have requested more information so we can look into this with urgency for you. Many thanks.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I am still awaiting a phonecall that was assured at 16.30p. yesterday”
The company replied on 2026-03-11: “Hi Gary. Thank you for posting a review, and we are sorry to hear of your experience. I can see that our teams are liaising with you directly to resolve this issue.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Overcharging
13 reports · 26% of complaintsfalling“wouldn’t let me cancel my contract in the first 3 days”
3 readers marked this review helpful on Trustpilot.
“I was told I could not cancel unless I paid a termination fee”
The company replied on 2026-03-25: “Hi there. Thank you for your feedback and sorry to hear of this experience. We have flagged this with our Sales Director and will be looking into this to get more detail. If you have any further…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Handepay has asked us to pay to close our account.”
The company replied on 2023-12-07: “Hi Khalid, We value your feedback and want to thank you for sharing your experience. Your review gives us valuable insights on areas where we may need to improve. We have passed your comments on to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Contract term changes
13 reports · 26% of complaintssteady“I was told I could not cancel unless I paid a termination fee”
The company replied on 2026-03-25: “Hi there. Thank you for your feedback and sorry to hear of this experience. We have flagged this with our Sales Director and will be looking into this to get more detail. If you have any further…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
1 reader marked this review helpful on Trustpilot.
“Promised to pay for any early exit charges from existing company. Never received”
The company replied on 2023-11-01: “Hi Sara, Your feedback is important to us, and we appreciate you taking the time to share your concerns. Please know that we are committed to addressing your issues and making necessary improvements.…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“con you into paying a full month on termination when you pay in advance”
1 reader marked this review helpful on Trustpilot.
Support unhelpful
11 reports · 22% of complaintssteady“You cannot get out of the terminal rental contract”
The company replied on 2026-04-08: “Hi Adam Thank you for taking the time to leave your feedback. We’re sorry to hear that you’re disappointed with your experience. We’ve carefully reviewed your account and can confirm that your case…”
Our classifier read this reply as a deflection.
“after paying a monthly fee for 4 years I never was able to once make a transaction”
The company replied on 2024-12-09: “Hi, Thanks for posting a review about your experience, and we’re really sorry to read that it wasn’t up to our usual high standards. We have passed your comments on to the relevant department to…”
Our classifier read this reply as a template response.
“I have now received a £400 bill for a cancellation fee, I find this utter disgusting how they can try charge me this after the issues I had”
The company replied on 2024-11-05: “Hi Ryan, Thanks for posting a review about your experience and we’re really sorry to read that it wasn’t up to our usual high standards. We have passed your comments on to the relevant department to…”
Our classifier read this reply as a template response.
Hard to cancel
11 reports · 22% of complaintsfalling“wouldn’t let me cancel my contract in the first 3 days”
3 readers marked this review helpful on Trustpilot.
“And the cancellation policy is dreadful. They don't advise that you also need to cancel with merchant rentals and they don't assist with this.”
2 readers marked this review helpful on Trustpilot.
“Handepay has asked us to pay to close our account.”
The company replied on 2023-12-07: “Hi Khalid, We value your feedback and want to thank you for sharing your experience. Your review gives us valuable insights on areas where we may need to improve. We have passed your comments on to…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Support unreachable
10 reports · 20% of complaintssteady“unable to get the CEO e-mail to Complain.”
The company replied on 2024-01-30: “Hi John, We appreciate your feedback and thank you for taking the time to share your thoughts. Your review highlights areas where we may need to make improvements. We noticed that you have already…”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I can't get through their Lloyds customer service team.”
The company replied on 2026-03-25: “Hi Justyna, sorry to hear your experience hasn't been up to our usual standards. I have requested more information so we can look into this with urgency for you. Many thanks.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I am still awaiting a phonecall that was assured at 16.30p. yesterday”
The company replied on 2026-03-11: “Hi Gary. Thank you for posting a review, and we are sorry to hear of your experience. I can see that our teams are liaising with you directly to resolve this issue.”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Handepay with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-02.