Questions that needs answers

We want to hear about your complaint
We are committed to providing outstanding customer service. If you have a complaint about out prepaid card service / operations, please do not hesitate to contact us. We take all complaints very seriously and will do our best to resolve any issues you have encountered

What can I do if I have a complaint?
If you wish to raise a concern / issue please contact us on any of the following:

eMail: info@cornercard.co.uk
Telephone: +44 (0) 203 626 0083
Customer Services
PO Box 71723
W2 7BJ
What information do I need to provide?
To help us resolve your complaint quickly and efficiently please include the following:

 • Your Card / ID Number
 • Your Name
 • Your Address
 • Your contact Telephone Number
 • Clear details of your complaint / concern
What if I am not happy with the Final Response?
Every effort will be made to resolve your complaint satisfactorily. However, in the unlikely event that you are not satisfied with our response, please let us know, explaining why and providing any additional information which may be relevant. This will be escalated and re-evaluated accordingly.

In the unfortunate instance that we cannot resolve your problem or you would prefer independent advice, you maybe entitled to refer your complaint to the Financial Ombudsman Service (FOS)

By Post:
The Financial Ombudsman Service
Exchange Tower London
E14 9SR

Email: enquiries@financial-ombudsmann.org.uk

Website: www.financial-ombudsman.org.uk

Telephone (Landline): 0800 023 4 567

Telephone (mobile): 0300 123 9 123

From outside the UK: +44 20 7964 0500

Please see our Terms and Conditions for further information.
The Resolution Process
We will deal with your complaint as fairly and as quickly as possible.
We will acknowledge receipt of your complaint and aim to have a resolution within 3 business days. In rare instances where complexities of the investigation delay the resolution of your complaint, we will let you know and aim to provide a resolution at the earliest opportunity.
When handling your complaint the following guidelines will apply:
 • We deal with each case on a subjective case by case basis – rather than applying general rules and will respond in a non-judgemental and courteous manner.
 • We will review and respond to your complaint in a timely manner, using a fair, objective and confidential process.
 • Your complaint will be handled by an individual of sufficient competence, who, where appropriate, has not been directly involved in the matter which is subject of the complaint.
 • We will use your comments as a basis for improving our services and to prevent similar issues occurring in the future