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 quickly 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 Addresscustomer.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

Referral Terms and Conditions

1. Our refer a friend offer is available to existing Card Saver customers who provide a successful referral to Card Saver of a new customer incorporated in the United Kingdom or Republic of Ireland who take services consisting of Card Saver acquiring, Card Saver terminals or Card Saver gateway (the “qualifying services”) and subject to the criteria, exclusions and limitations below. Each successful referral in accordance with these terms shall be entitled to £100 or £150 if referral is submitted before Valentine’s Day 2020 (14th February 2020).

2. This offer is only available until for an unlimited time however this can be amended or withdrawn at Card Saver’s discretion.  

3. The referrer must not be an employee or owner of the business being referred.  

4. The referred customer must be an entity that has never had a facility with Card Saver. 

5. Card Saver’s standard account opening procedures will apply and your friend will need to be accepted as a new customer of Card Saver (which shall be at Card Saver’s sole discretion). Terms and conditions apply to all Card Saver services.  

6. A successful referral is defined as a business live with Card Saver using the qualifying services and where direct debit payment authorities are in place for both the existing and referral customer.  

7. If you pass the contact details of the referral to Card Saver, you are confirming that you have the referral customer’s permission to do so. You consent to us using your name and contact details to verify you as the referrer of your friend and in any communications we may have with your friend and to pass these details to any third parties. 

8. Provided that the terms are complied with, Card Saver will contact you directly by email for the £150 payment to be sent to you.  We will endeavour to send this within 30 days of us being satisfied that the criteria herein for a successful referral have been met.  The £150 will be sent to the email address provided in your application form but will only be issued in the name of your business and not to an individual employed by your business. 

9. This referral offer cannot be combined with any other promotional offer. 

10. The issue of the money is conditional of the referral merchant retaining Card Saver services at the time of issue. If Card Saver is required to terminate services or does not accept the referral merchant’s application, no money will be issued. 

11. Card Saver reserves the right to amend, suspend or withdraw the ‘Referral Road Scheme’ at any time for any reason. The offer is non-transferable and may be revoked at any time for any reason. The rules to the ‘Referral Road Scheme’ may be changed without notice and at the sole discretion of Card Saver. 

12. Card Saver reserves the right to refuse a claim of the £150 if it has reasonable grounds to believe that there has been a breach of these terms and conditions, a misuse of our intellectual property rights including Card Saver trademarks and/or materials, any misrepresentation; abuse of the Referral Road promotion; or any illegal or criminal activity including fraud in connection with this offer.  

13. These terms shall be governed by and interpreted within the laws of England and Wales.

 

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