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Complaints - How to voice your concerns


Complaints Handling - UK

Raising a Complaint

The Complaints team can be contacted as follows:

Customers Complaints
Prepaid Financial Services Limited
Fourth Floor,
35 Great St Helen’s,
London EC3A 6AP
United Kingdom

[email protected]

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 is an independent dispute-resolution service which deals with complaints relating to financial services products.

Please note:The Financial Ombudsman 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 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]