Welcome to DC Payments support

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ATM Monitoring

Behind every DCP UK ATM is a programme of proactive support. Our state of the art monitoring software ensures that we are instantly aware of any faults. Our highly experienced customer service team can then put in place, the appropriate measures to ensure that a machine is back in operation in the shortest possible time, with minimum impact to the business it supports.

Field Service

DCP UK do not outsource engineering to a third party, and have in place, a network of engineers strategically located across the UK. To further enhance our responsiveness in the field, all engineers carry a full range of spare parts. Therefore, in the unlikely event that a mechanical fault is identified, a new part can be fitted and no second visit is necessary.

A key element of the DCP UK service philosophy is based on preventative maintenance. During an engineer visit all of the key components will be checked and tested. This approach helps to ensure the maximum “up time” for our estate.

All DCP UK engineers are manufacturer trained, and have a comprehensive knowledge of the ATMs which we service.

ATM Helpdesk

All error codes detected by the monitoring software are proactively managed by our call centre personnel. Once a call is logged, any technical problems are dealt with quickly and efficiently and the call is not closed until the ATM is back in service.

The error code received from each ATM is time and date stamped and logged within a service report. A full service history is maintained for each ATM.

The helpdesk operative will initially dial into the ATM and undertake further diagnostic checks before deciding on the appropriate course of action. Where we are unable to reset an error remotely an engineer will be deployed.

In addition to the automated fault detection system, the ATM helpdesk are available to respond to incoming calls from the 0800 number. The majority of these calls are card user queries and not always as a result of an ATM fault.

As with the automated fault detection system all incoming calls are logged and form part of the service history for each ATM.