Home Contact Us Sales Enquiry Complaints Handling Complaints Handling Our Commitment to You We are committed to providing an excellent customer experience for all our Customers. If we do not meet your expectations in any way, we want to have the opportunity to put things right. In the first instance, your initial communication will be with our Customer Services Team who can be contacted by email to EU-Info@emlpayments.com Our Customer Services Team will listen to your needs and will do their best to solve your issue promptly and fairly. We value the opportunity to review the way we do business and help us meet our customers’ expectations. Complaints Handling If having received a response from our Customer Services Team you are unhappy with the outcome, please contact the Complaints Team of Prepaid Financial Services Ltd, 5th Floor, Langham House, 12 Little Portland Street, Marylebone, London, W1W 8BJ in writing via email on EU-Complaints@emlpayments.com Once received, the Complaints Team will conduct an investigation and you will receive a response of its findings within 15 days of receipt of the complaint. In exceptional circumstances where we are unable to reply within the first 15 days, we will reply providing a reason for the delay and deadline for response, of not more than 35 days after first receipt of complaint. Financial Ombudsman Service If you are still not satisfied, then you have the right to escalate your complaint to the Financial Ombudsman Service. The Financial Ombudsman is an independent body that deals with consumer complaints on financial services and products in the UK. You can contact them on 0800 023 4 567, through their website @ https://help.financial-ombudsman.org.uk/help or in writing to: The Financial Ombudsman Service Exchange Tower London E14 9SR Online Dispute Resolution Under European Union rules, consumers who purchase products or services online have a right to resolve out of court disputes which have arisen online. As PFS sells products and services online, you can access this online dispute resolution platform to resolve any such disputes with us. You can lodge your complaint in your country of domicile with the Online Dispute Resolution process here CONTACT US EU-Info@emlpayments.com   SERVICES Careers Complaints Charter Contact Us Exchange Rates Frequently Asked Questions INFORMATION Cookies Policy Manage Cookies Competition Law Modern Slavery Privacy Policies Security Centre Strong Customer Authentication Site Map Terms and Conditions DEVELOPER Open Banking The PFS Prepaid Mastercard is issued by Prepaid Financial Services Limited pursuant to a license from Mastercard International Incorporated. Prepaid Financial Services Limited is regulated and authorised by the Financial Conduct Authority, as an Electronic Money Institution, registration number 900036. Registered Office: Fifth Floor, Langham House, 12 Little Portland Street, Marylebone, London, W1W 8BJ. Company Registration number: 06337638. The PCSIL Prepaid Mastercard is issued by PFS Card Services (Ireland) Limited pursuant to a license from Mastercard International Incorporated. PFS Card Services (Ireland) Limited, trading as PCSIL, is authorised and regulated as an issuer of electronic money by the Central Bank of Ireland under registration number C175999. Registered office: Front Office, Scurlockstown Business Park, Trim, Co. Meath, C15 K2R9. Company Registration Number: 590062 Mastercard and the Mastercard Brand Mark are registered trademarks of Mastercard International Incorporated. VISA is a registered trademark of VISA International. © Copyright 2021 EML Payments Europe Limited. All rights reserved We use cookies on this site. This site uses cookies for optimum website performance and the analysis of site traffic. To get more information about these cookies and the processing of your personal data, view our Cookie Policy. To edit your preferences, click the ‘Manage Cookies’ button. To accept these cookies and the processing of personal data involved, click the 'I Agree' button. You can change your choices at any time by clicking ‘Manage Cookies’ at the bottom of any page. I Agree Manage Cookies