GlobalWebPay: most-reported complaints
Automated analysis of 327 public Trustpilot reviews published 2012-10-29 to 2026-08-29. TrustScore 4.9 from 6,714 total reviews — see the Trustpilot page. Quick answer: is GlobalWebPay legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with overcharging, which accounts for 25% of the 99 complaints identified across 327 reviews. Other frequently mentioned concerns include general usability and cost issues (19%), late delivery or lack of communication regarding funds (17%), and unhelpful customer support (15%). The trend for overcharging complaints is rising, while the trends for the other top issues remain flat.
How to reach GlobalWebPay
These are the contact details GlobalWebPay publishes on its Trustpilot profile, as of our last check on 2026-09-24 — phone 0207 233 9595, email [email protected], address 6th Floor, 2 Kingdom Street, London, W2 6BD, GB.
The company claimed its Trustpilot profile on 2014-05-15, uses Trustpilot’s paid features, and last replied to a negative review on 2026-04-17. Trustpilot ranks it 3 of 60 in Payment Service. We last checked this profile on 2026-09-24 and found 0 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 2 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: “Sending Money Abroad”, “TransferWise, a cheap way to transfer money abroad”.
Elsewhere: 4.1★ on Google (0 reviews)
TrustScore over time
4.9 → 4.9 across 9 census measurements since 2026-08-12. 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: 2026-08-15 (100%, 2.0d) · 2026-08-21 (100%, 2.0d) · 2026-08-24 (100%, 2.0d) · 2026-08-27 (100%, 2.0d) · 2026-09-05 (100%, 2.0d) · 2026-09-08 (100%, 2.0d) · 2026-09-17 (100%, 2.0d) · 2026-09-20 (100%, 2.0d).
Severity: 19% of this company’s 99 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
What their policy promises
complaint process: email, telephone or in writing
“You can contact us by email, telephone or in writing.”
complaint process: email
“You may find email is the fastest way to resolve your issue.”
complaint process: 3 working days
“Acknowledge your complaint by email within 3 working days”
complaint process: fifteen business days
“We will aim to resolve your complaint within fifteen business days.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-09-12.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 76 negative reviews that received a public reply, the median wait was 1.9 days — the company profile reports an average of 2 days.
Reply quality: of 76 company replies to negative reviews analysed, 59% engaged with the specific problem and 5% were generic templates.
5% of its 207 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: overcharging makes up 25% of this company’s complaints vs a 12% median across 105 ranked companies in its sector.
Review velocity: 83 of this company’s 6,714 Trustpilot reviews (1%) were written in the last 12 months.
What are the most common complaints about GlobalWebPay?
Overcharging
25 reports · 25% of complaintsrising since 2019-12“only 19 dollars received on the other end and they also charged me an extra £4.75 charge”
The company replied on 2021-06-09: “Dear Afzaal, Thanks for leaving your review. We are sorry that you didn't have a positive experience using our service. We thought we should clarify the situation regarding the fees taken that you…”
Our classifier read this reply as a deflection.
“The recipient received only half of the local exchange rate”
The company replied on 2018-12-11: “Dear Petros, Thanks for leaving your review. We are sorry that you didn't have a positive experience using our service. We thought we should clarify the situation regarding the local exchange rate…”
Our classifier read this reply as a deflection.
“When i sending money they said only 4,75 fee... But actualy they take 20 paunds......”
The company replied on 2017-11-08: “Dear Ivanichka, Thanks for leaving your review. We are sorry that you didn't have a positive experience using our service. We thought we should clarify the situation regarding the fees that you…”
Our classifier read this reply as a substantive response.
Other
19 reports · 19% of complaintssteady“Complicated and not user friendly. Expensive.”
1 reader marked this review helpful on Trustpilot.
“support team is not good. you are also holding money without any reason.”
The company replied on 2024-03-21: “Unfortunately for compliance reasons we were unable to process your transfer and funds were returned to your account balance. Kind regards, GlobalWebPay Support”
Our classifier read this reply as a deflection.
“I have sent two emails which I had no reply to.”
The company replied on 2022-07-11: “Hi there, Unfortunately, as we were unable to verify your identity we were unable to offer you a GlobalWebPay account. Kind regards, GlobalWebPay Support Team”
Our classifier read this reply as a deflection.
Delivery late
17 reports · 17% of complaintssteady“i have not been given a reply where my money has gone! i tried calling the number on their website but nobody answered”
The company replied on 2018-01-12: “Hi Zaffar, As you are aware the problem has been caused as you chose to send EUR to an account in Pakistan than is held in local currency PKR. We are waiting for the results of a full investigation…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“They keep telling me everyday that it should arrive today and everyday they make the same promise and everyday is the same failed promise!”
The company replied on 2017-11-16: “Hi Hannah, Thanks for sharing your experience. We are pleased that your recipient has now received the funds safely. Unfortunately there was technical issue with our new bank which led to this…”
Our classifier read this reply as a substantive response.
“TRANSACTION STILL NOT COMPLETED AFTER 4 DATS DESPITE REASSURING EMAIL IT WOULD COMPLETE TODAY”
The company replied on 2017-10-27: “Dear Joseph, Many thanks for your review. Thanks for confirming that funds have arrived safely in your recipient's bank account. With the issue now resolved we hope that we can help you with your…”
Our classifier read this reply as a template response.
Support unhelpful
15 reports · 15% of complaintssteady“support team is not good. you are also holding money without any reason.”
The company replied on 2024-03-21: “Unfortunately for compliance reasons we were unable to process your transfer and funds were returned to your account balance. Kind regards, GlobalWebPay Support”
Our classifier read this reply as a deflection.
“They keep telling me everyday that it should arrive today and everyday they make the same promise and everyday is the same failed promise!”
The company replied on 2017-11-16: “Hi Hannah, Thanks for sharing your experience. We are pleased that your recipient has now received the funds safely. Unfortunately there was technical issue with our new bank which led to this…”
Our classifier read this reply as a substantive response.
“they deducted 60 USD fee from me saying that it was taken by the recipient bank which i cant get back”
Misleading pricing
13 reports · 13% of complaintssteady“I was given a code to use for a free transfer (OLYMPICS) and yet when I applied it it didn't work.”
The company replied on 2021-08-10: “Hi Lisa, Thanks for sharing your review and we're sorry if you felt tricked into using this promo code. Please be assured that we try to be as straightforward as possible with all promotions. You set…”
Our classifier read this reply as a substantive response.
1 reader marked this review helpful on Trustpilot.
“only 19 dollars received on the other end and they also charged me an extra £4.75 charge”
The company replied on 2021-06-09: “Dear Afzaal, Thanks for leaving your review. We are sorry that you didn't have a positive experience using our service. We thought we should clarify the situation regarding the fees taken that you…”
Our classifier read this reply as a deflection.
“a further $55 disappeared in the chain of banks! So final cost £4.75 plus $61!!”
The company replied on 2016-08-18: “Dear Mr Pattani, Thanks for leaving your review. We are sorry that you didn't have a positive experience using our service. We thought we should clarify the situation regarding the fees that you…”
Our classifier read this reply as a deflection.
Billing errors
12 reports · 12% of complaintssteady“The payment transfer was not received by the recipient and I have not been refunded.”
The company replied on 2024-05-15: “Unfortunately your payment was returned due to some invalid account details. We don't charge a fee for a debit card refunds, however as you set up a return via the system there is a charge applied…”
Our classifier read this reply as a deflection.
1 reader marked this review helpful on Trustpilot.
“You informed on your email of 28 April 2021 of a refund of £587.62 instead of £663.15”
The company replied on 2021-04-29: “Hi Chuck, Thanks for sharing your review. The problem with your payment was that the wrong currency was sent to your supplier. You sent USD when your recipient's account was held in another currency.…”
Our classifier read this reply as a deflection.
“The bank that I was sending money never received the payment even 2 weeks later!”
The company replied on 2013-04-02: “Hello B Mag, We have been trying to contact you. It seems your funds arrived in the recipient account straight away however we think they are having trouble matching them to you. Maybe they did not…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare GlobalWebPay 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.