CARD SAVER COMPLAINTS PROCEDURE

At Card Saver, we pride ourselves on providing the highest standard of service to all our customers.

However, we recognise that sometimes things don’t always go as they should, so we’ve 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 quick as possible.
  • To receive clear 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 the majority of issues during the first point of contact with our Customer Services team. However, we understand this isn’t always an option so we can open an ongoing complaint where necessary.

If you have any reason to complain, you can do this in several different ways; by phone, by email or in writing.

HOW TO CONTACT US

You can choose to contact us via the method that is most convenient for you, but we believe at Card Saver that the easiest and fastest way to resolve a complaint is by phone.

Phone Number: 0344 2938 850

Alternatively, if you would prefer to write to us, you can contact us via email or by post using the details below.

Email Address: customer.services@card-saver.co.uk

Head Office Address: Card Saver Ltd, Unit 2 Darwin Court, Hawking Place, Blackpool, Lancashire FY2 0JN.

Our offices are open between 9.00 am and 8.00 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 are able to resolve the complaint within 2 working days. If we are unable to resolve the complaint in that time, we will contact you and:

  • 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. Please note if the complaint is particularly complex, it may take longer to reach an outcome.

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. 

FINANCIAL OMBUDSMAN SERVICE

Card Saver Limited is covered by the Financial Ombudsman Service; an independent and impartial organisation who intervene with the aim to resolve complaints that consumers and businesses haven’t been able to resolve themselves.

If you are still dissatisfied after following our complaints procedure, you can ask the Financial Ombudsman to review your complaint, if you are eligible, i.e. you have an annual turnover of less than two million Euros and less than ten employees.

If you decide to refer your complaint to the Financial Ombudsman Service, according to their guidelines, you must do so within 6 months of the date of any final response issued.

The Financial Ombudsman Service offers a free independent service and they can help with most financial complaints. However, there are some limitations on what the Financial Ombudsman Service can look into.

You can find out more about the Financial Ombudsman Service, by contacting them directly using the details provided below.

Financial Ombudsman

Service South Quay Plaza

183 Marsh Wall London E14 9SR

Telephone: 0845 080 1800

Website: www.financial-ombudsman.org.uk