How do I make a complaint?

We're committed to delivering the highest standard of service, but if things go wrong we will listen and focus on finding a solution as quickly as possible. While regrettable, complaints are a way for us to learn and improve our products and services continuously. All complaints will be addressed with integrity and in an equitable, objective and unbiased manner.

Anyone making a complaint will be:

  • treated fairly
  • provided with multiple and accessible ways to make complaints
  • listened to, treated with respect by staff and actively involved in the complaint process where possible and appropriate, and
  • provided with reasons for our decision/s and any options for redress or review.

We will always ensure that the complainant’s expectations are managed properly and that they are informed as soon as possible of the following:

  • the complaints policy
  • the expected time frames for our actions
  • the progress of the complaint and reasons for any delay
  • the possible or likely outcome of their complaint.

If you need to make a complaint, please contact us by email to or call us using the number at the bottom of this page. Our full complaints policy is available on request.

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We're available Monday to Friday, 8am to 6pm. Contact us by email to or phone +44(0)2037351735. For help with lost or stolen cards outside these hours, please call +44(0)2071278130.