At Card Saver, we pride ourselves on providing the highest standard of service to all our customers.
However, we recognise that sometimes things do not always go as they should, so we have put together this Complaints Procedure to outline what you can expect from us if you regrettably have to raise a complaint.
We follow this procedure to ensure all complaints are handled in the most efficient manner and to help us deliver a consistent service to an exceptional standard.
What You Can Expect from Us
We want you to be highly satisfied with the service we provide. To achieve this, you can expect:
- A dedicated, UK-based Customer Service team who are trained to help and resolve any issues as quickly as possible.
- To receive clear jargon free communication and a detailed explanation of any action we intend to take.
- Complete confidentiality at Card Saver of your personal and financial information.
Making A Complaint
At Card Saver, we aim to resolve most issues during the first point of contact with our friendly Customer Services team. However, we understand this is not always an option so we can open an ongoing complaint where necessary.
If you have any reason to complain, you can do this by email or in writing.
How to Contact Us
You can choose to contact us via the method that is most convenient for you.
Email Address: firstname.lastname@example.org
Head Office Address: Card Saver Ltd, Unit 2 Darwin Court, Hawking Place, Blackpool, Lancashire FY2 0JN.
Our offices are open between 8:30 am and 6:00 pm, Monday to Friday, excluding public bank holidays.
What Are the Possible Outcomes from A Complaint?
We aim to deal with all complaints efficiently, courteously, and fairly. Whilst we always aim to provide the highest standards of service, we also know that, occasionally, errors can be made.
If, after reviewing your complaint, we identify that an error has been made, we will work with you to rectify this immediately. In many cases, we can resolve the complaint within 5 working days. If we are unable to resolve the complaint in that time, we will contact you and:
- Our Customer Care Executive team will acknowledge receipt of the complaint.
- Inform you of who is dealing with the complaint.
- Advise on how long we expect to take to resolve it.
Furthermore, we will contact you regularly to update you on the progress of the complaint and advise you on how much longer we anticipate it will take to resolve. We aim then to resolve your complaint within 15 business days. Please note if the complaint is particularly complex, it may take longer to reach an outcome no more than 45 business days.
If together, we cannot reach a resolution, we will send you a final response letter outlining the steps that have been taken and our final position on the complaint.