External complaints

How to get in touch with us

If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements. You can get in touch with us via:

Live chat

Monday to Friday 8:30 - 17:00

Saturdays 9:30 to 13:00

(closed Sundays and bank holidays)

Phone

0345 241 6775

Monday to Friday 8:30 - 17:00

(closed weekends and bank holidays)

Email

customer.services@cardonemoney.com

Post

If you prefer, you can write to us at:


Card One Money

PO Box 3634

Chester

CH1 9NL

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 from the date on our final response letter.

Financial Ombudsman Service
Exchange Tower
London
E14 9SR


0800 023 4567
complaint.info@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk