Complaints Charter
Our Commitment to You
The Customer Services team can be contacted via [email protected]
If you feel that we have not met your expectations in any way, we would like to know and value the opportunity to put things right for you. A complaint can be raised using the processes for your specific region listed on the left.
Complaints Handling - How to voice your concerns
Raising a Complaint
The Complaints team can be contacted as follows:
Customer Complaints
Prepaid Financial Services Limited,
4th Floor,
35 Great St Helen’s,
London EC3A 6AP
Complaint Resolution
We endeavour to resolve your complaint within 15 business days of receipt. In exceptional circumstances, we shall provide an acknowledgment of your complaint within 15 business days with an explanation for the delay, with a full response provided within 35 business days.
We seek to resolve all complaints promptly and fairly. However, if you are dissatisfied with the response or we have not issued a full response within 35 business days, you can contact the UK Financial Ombudsman.
Financial Ombudsman
The Financial Ombudsman Service is an independent dispute-resolution service which deals with complaints relating to financial services products.
Please note: The Financial Ombudsman Service will only consider your complaint once you have tried to resolve it with us, so please take up your concerns with us first so we can do all we can to help.
The Financial Ombudsman Service can be contacted in the following ways:
The Financial Ombudsman Service
Exchange Tower,
London
E14 9SR
United Kingdom
Tel: 0800 023 4567
Email: [email protected]