We're so sorry that you're unhappy with your card. If you would like to file a complaint, for any reason, please contact us so that we can investigate your concerns. You can contact us by the following methods:
Write to us: B4B, PO Box 76256, London, SW1P 9NU
Our Complaints Procedure
– In most cases we hope to resolve any problems within 3 days, at which point we will issue our Summary Resolution Communication.
– In some cases, we understand that it is not possible to resolve a problem in that time frame, and in those cases we will write to you within 5 days of receiving your complaint with our acknowledgement.
– We will endeavour to send a Final Response to you within 15 days of receipt of your complaint. If we are unable to provide you with a Final Response within this time frame, we will write to you explaining why and advise you when you can expect a Final Response.
– If more than 8 weeks from the date of your complaint has passed and you haven’t received a Final Response, or you are dissatisfied with the Final Response you have received (at any stage of the process) you may, free of charge, refer your complaint to the Financial Ombudsman Service (see contact details below) but must do so within 6 months of the date of our Final Response or Summary Resolution communication.
Financial Ombudsman Service
Telephone: 0800 023 4567
Post: Exchange Tower, London, E14 9SR.
Further information can be found on the Financial Ombudsman Service website at: http://www.financial-ombudsman.org.uk/
We are unable to answer cardholder queries by email. If you have any issues or queries relating to your prepaid card, please call customer services using these details.
+44 20 3475 5351 (Europe)
+1 604 200 0554 (Americas)
Local call rates apply.