Complaints Procedure

We are committed to providing you with the best possible customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right and improve the service we offer in future.

This page tells you how and where to make a complaint and what we will do to resolve it promptly and fairly.

 

Raise a complaint

In the first instance please call Card Services. This team will try to resolve your complaint over the phone in a timely manner.

Alternatively, you can e-mail your complaint to cardservices_prepaid@mastercard.com or put it in writing to the following address:

Service Quality
Access House
Cygnet Road
Hampton
Peterborough
PE7 8FJ

 

What information do I need to provide?

To help us resolve your complaint as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:

• Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.)
• Your name
• Your address
• Your contact telephone number
• Clear details of your complaint
• What you would like us to do to resolve your complaint

 

What happens next?

When we receive a complaint, we aim to resolve it fairly and promptly. We will try to resolve your complaint within 15 days of receiving it, and in special circumstances within 35 days (and we will let you know if this is the case).

In the unlikely event  you are not satisfied with the way we have dealt with your complaint or the outcome, you may be able to refer it to the UK Financial Ombudsman Service, and you should do this within 6 months of the date of our final response letter. The Financial Ombudsman Service is an independent body established to deal with complaints that consumers and financial businesses aren’t able to resolve themselves.

They can be contacted in the following ways:

• Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
• Telephone: 0800 023 4 567 / 0300 123 9 123 or +442079640500 (from outside the UK)
• E-mail: complaint.info@financial-ombudsman.org.uk
• Website: http://financial-ombudsman.org.uk/