Complaints Procedure

If you have a complaint, please contact us via any of the means listed.

Below is our complaints resolution procedure. You can download a customer complaint form HERE.

We want to hear about your complaint

We are committed to providing outstanding customer service. If you have a complaint about our prepaid card service / operations, please do not hesitate to contact us. We take all complaints very seriously and will do our best to resolve any issues you have encountered.

What can I do if I have a complaint?

If you wish to raise a concern / issue please contact us. Details about how to contact us are available on our Contact Us page or you can write to us at:

Incendia Customer Services
PO Box 1967
Liverpool
L69 3HR

What information do I need to provide?

To help us resolve your complaint quickly and efficiently please include the following:

The Resolution Process

We will deal with your complaint as fairly and as quickly as possible.

We will acknowledge receipt of your complaint and aim to have a resolution within 3 business days. In rare instances where complexities of the investigation delay the resolution of your complaint, we will let you know and aim to provide a resolution within 15 days. In exceptional situations, if a full reply cannot be given for reasons beyond our control we will send a holding reply, clearly indicating the reasons for the delay in providing a full reply to the complaint and specifying the deadline by which the payment service user will receive a full reply. The deadline must not be later than 35 business days after the day on which the payment service provider received the complaint.

When handling your complaint, the following guidelines will apply:

What if I am not happy with the Final Response?

Every effort will be made to resolve your complaint satisfactorily. However, in the unlikely event that you are not satisfied with our response, please let us know, explaining why, and providing any additional information which may be relevant. This will be escalated and re-evaluated accordingly.

In the unfortunate instance that we cannot resolve your problem or you would prefer independent advice, you maybe entitled to refer your complaint to the Financial Ombudsman Service (FOS).

By Post
The Financial Ombudsman Service
Exchange Tower London
E14 9SR

Email: [email protected]
Website: www.financial-ombudsman.org.uk/
Telephone (Landline): 0800 023 4 567
Telephone (mobile): 0300 123 9 123
From outside the UK: +44 20 7964 0500

Please see our Terms and Conditions for further information.