Complaints Handling

Our Commitment to You

We are committed to providing an excellent customer experience for all our Customers. If we do not meet your expectations in any way, we want to have the opportunity to put things right.

In the first instance, your initial communication will be with our Customer Services Team who can be contacted by email to [email protected]

Our Customer Services Team will listen to your needs and will do their best to solve your issue promptly and fairly. We value the opportunity to review the way we do business and help us meet our customers’ expectations.

Complaints Handling

If having received a response from our Customer Services Team you are unhappy with the outcome, please contact the Complaints Team of Prepaid Financial Services Ltd, Fourth Floor, 35 Great St Helen's, London, EC3A 6AP in writing via email on [email protected]

Once received, the Complaints Team will conduct an investigation and you will receive a response of its findings within 15 days of receipt of the complaint. In exceptional circumstances where we are unable to reply within the first 15 days, we will reply providing a reason for the delay and deadline for response, of not more than 35 days after first receipt of complaint.

Financial Ombudsman Service

If you are still not satisfied, then you have the right to escalate your complaint to the Financial Ombudsman Service. The Financial Ombudsman is an independent body that deals with consumer complaints on financial services and products in the UK. You can contact them on 0800 023 4 567, through their website @ https://help.financial-ombudsman.org.uk/help or in writing to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Online Dispute Resolution

Under European Union rules, consumers who purchase products or services online have a right to resolve out of court disputes which have arisen online. As PFS sells products and services online, you can access this online dispute resolution platform to resolve any such disputes with us. You can lodge your complaint in your country of domicile with the Online Dispute Resolution process here