Complaints

If you feel we have not met your expectations, we value your feedback so we can put things right and make improvements.

Making a complaint

If you would like to make a complaint, please get in touch and we will investigate your concerns.

How to get in touch with us

  • Phone: We are happy to talk to you on the phone and you can raise a complaint there. Call us on 0345 872 8661. (Calls cost no more than a national rate call to a 01 or 02 number. They may also count towards any inclusive minutes in a phone contract in the same way as 01 and 02 calls)
  • Email: Please email us at customer.services@cardonemoney.com
  • Live chat: Click on the live chat icon on the home page of the website
  • App: Log in to your account through the APP, select 'help' followed by 'contact us''
  • Post: If you prefer, you can write to us at: CardOneMoney, PO Box 3634, Chester, CH1 9NL

Opening hours

Phone lines are open:

Monday to Friday 8.30am - 5pm (closed weekends and bank holidays).

Live chat is open:

Monday to Friday 8.30am - 5pm

Saturdays 9.30am to 1pm (closed Sundays and bank holidays)

What happens next

We will be in touch within 3 business days and will try to resolve your complaint. If we are unable to do this in this timeframe, please note we're typically allowed up to 15 business days (or in some cases up to 8 weeks) to investigate your complaint and provide our 'final response'.

If you remain dissatisfied, you have the right to refer your complaint to the Financial Ombudsman Service within 6 months of receiving our final response letter.

Financial Ombudsman Service Details

Financial Ombudsman Service
Exchange Tower
London
E14 9SR

The CardOneMoney current account is not covered by the Financial Services Compensation Scheme. Please see our FAQs for more information.

*Subject to identification, residency - see terms and conditions. Cardholder must be at least 18 years of age.

CardOneMoney is a trading style of Spectrum Payment Services Limited, a company registered in England & Wales (No. 06268340) with registered Office at 3rd Floor, Vintners' Place, 68 Upper Thames St, London, EC4V 3BJ. Spectrum Payment Services Limited is authorised and regulated by the Financial Conduct Authority as a credit broker (FCA No. 839341) and to provide payment services (FCA No. 504547). We are not a lender.

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by Fair Payments Limited pursuant to license by Mastercard International Inc. Fair Payments Limited is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900493) 2020 All rights reserved.