Complaints

If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.

Making a complaint

If you would like to make a complaint, please get in touch and we will investigate your concerns.

How to get in touch with us:

Phone: 0345 241 6775
Email: Please email us at customer.services@cardonemoney.com
Live Chat: Click on the live chat icon on the homepage of the website
Post: If you prefer, you can write to us at: Card One Money, PO Box 3634, Chester, CH1 9NL

Opening hours

Phone is open:
Monday to Friday: 8:30am - 5pm
Live chat and email are available:
Monday to Friday 8:30am - 5pm
Saturday: 9:30am - 1pm (closed Sundays and bank holidays)

What happens next:

We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we're typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our 'final response'.

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.

Financial Ombudsman Service Details

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
‍Telephone: 0800 0234567
‍Email:
‍complaint.info@financial-ombudsman.org.uk
‍www.financial-ombudsman.org.uk