GoCardless Reviews 2,423

Avoid this company! GoCardless has been processing a monthly subscription payment to my underfloor heating company 17 months after the company went into liquidation.
The liquidators formally instructed GoCardless to stop processing payments for this merchant in July 2024, yet they continued to take money from my account regardless.
When I finally discovered this and contacted GoCardless, the experience was appalling. They:
Refused to issue a refund
Refused to let me speak to a manager
Told me to take the matter up with the liquidators — despite the liquidators confirming they never received my money
So GoCardless took my money, ignored the liquidators’ instructions, and then washed their hands of any responsibility.
This is unacceptable behaviour from a payment processor and raises serious concerns about their controls, accountability, and customer protection.
Do not touch this company. I will now be pursuing this through the small claims court.

Simple process to collect Direct Debits that works. Been using it for years with no issues.

Love GoCardless. Easy to use for this 70 year old and all his senior clients. Great value and customer service

Really good to keep track on my earnings

I needed help with a new account setup at a weekend and Erik gave me excellent, very fast assistance. Many thanks.

Great service - GoCardless makes life so easy for me and my customers.

prompt service

I had a question about a DD. I received an answer on New Years Day with the answer ! Absolutely brilliant. Thank you GoCardless.

My experience was truly eased and supported by the Support team. The email reply clarified my understanding of the situation and enabled me to progress quickly. Thank you.

If I could give a minus I would. Avoid at all costs!! If you need to speak to the correct department they will respond every 24 hours. I absolutely cannot advise you strongly enough to avoid this company. It has cost me an absolute fortune. Going round in circles every single day!! 4 weeks into a situation and still not sorted out. I may have to close down and start again

GoCardless deactivated our account for no apparent reason with no notice and no recourse. Furthermore, any processed payments that weren't settled to our bank account they have kept and not returned either to us or to the clients they billed. Avoid at all costs if you want to receive your money from clients.

Great payment service, easy to use.

It's all good, I only slightly resent having to pay for payments compared to when goods were exchanged for cash. but i appriciate your communications and how easy they are to understand. They are nice and friendly. So thank you. happy crimzmo

So easy using Go Cardless and saves having to go collecting money or waiting for people to pay, clean the job , come home, initiate payment, job done

Poor program - I'm using only because the customer is using it

Easy method of collecting payments

Very impersonal business with no help available when required

My experience with GoCardless customer support was extremely disappointing.

The issue itself was straightforward, but the way it was handled made it unnecessarily stressful and time consuming. The support agent I dealt with was rigid, repetitive, and unwilling to take ownership of the situation. Instead of trying to resolve the problem, the responses felt like reading policy back at me over and over again.

Even after I explained the situation clearly and provided multiple documents, there was no attempt to apply common sense or adapt to the context. The same points were repeated without progress, no practical alternatives were offered, and escalation to another colleague or manager was refused during the chat.

What stood out most was the lack of willingness to help. There was no problem solving, no flexibility, and no sense that the agent was working with me to find a solution. It felt like hitting a wall.

I understand that payment providers have rules to follow, but good customer service is about helping customers navigate those rules, not hiding behind them. In this case, the approach was stubborn, overly rigid, and not customer focused at all.

Based on this experience, I would be very cautious about relying on GoCardless if you value responsive and supportive customer service.

The idea behind GoCardless is good, and the service itself can be useful. However, our experience with their customer support has been extremely disappointing.

During our Black Friday campaign, one of our payment links stopped working. We then tested a payment link using our own bank account to understand the issue. Since that moment, GoCardless has held our money and deactivated all our payment links.

We currently have three GoCardless payment links fully integrated into our website. None of them have been working since 4 December. As a result, we have been unable to make any sales, which has directly damaged our online business.

Customer support has been painfully slow. Every reply takes more than two days, and the only response we receive is “we are investigating”. The tone of the communication feels as though we have done something wrong, simply for testing our own payment link using our own bank account.

There is no support over the weekend, which means even more lost time and revenue. We are now waiting for Monday, hoping someone gets back to us, with no clear idea of what the outcome will be.

In summary, the business idea behind GoCardless is good, but if your business depends on fast and reliable customer support, I would strongly advise against relying on them.