Contact us

Contact us

If you have any queries, please email us at: cardservices_prepaid@mastercard.com. Please note that, for security reasons, you must NOT include your full card number in any written correspondence. The Card number should always be supplied by providing the first six and last four digits only, for example 1234 56xx xxxx 0123.

Complaints

We are committed to providing you with the best possible customer experience.

  • Raise a new complaint

    In the first instance please contact our Card Services Team by telephone, via the number(s) provided in the User Guide supplied with the Card. This team will try to resolve your concerns over the phone in a timely manner.

    Alternatively, you can e-mail your complaint to PrepaidMgmt_ServiceQuality@mastercard.com or put it in writing to the following address:

    Service Quality
    Access House
    Cygnet Road
    Hampton
    Peterborough
    PE7 8FJ

    We are happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. Where possible, we will make information on our complaints process available in other languages.

  • What information do I need to provide?

    To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:

    Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.)

    • Your name
    • Your address
    • Your contact telephone number
    • Clear details of your complaint
    • What you would like us to do to resolve matters.
  • Complaints Procedure

    When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.