GCEN Prepaid Currency Cards Complaints Procedure

The GCEN Prepaid Currency Cards is managed by Payment Card Technologies.

We want you to have an excellent customer experience and it is important to us to know when you feel the product or service you have received does not meet your expectations. We value your feedback and have in place an Internal Complaints Handling Procedure designed to help us resolve any customer complaints, understand what causes our customers to complain and to use the feedback to introduce improvements to make your experience even better.


You can contact us using the following methods: /**/
Phone+44 (0) 1244 770 525
Fax+44(0)1244 241095
MailCard Services,
PO BOX 67528,

Please note that in the first instance, all complaints will be made to Payment Card Technologies.

Please include the following

  1. Your name
  2. The last 4 digits of your card number
  3. The reason for your concern, including as much relevant information as possible to assist us.

Internal Complaints Procedure

When we receive a complaint, we aim to resolve the matter promptly, fairly and as quickly as possible.

If the matter is more complex or we need more information, we will acknowledge your complaint in writing and let you know what further information we need to complete our investigations.

We will acknowledge receipt of the complaint within 5 working days. We will also aim to resolve the majority of complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.

In the unlikely event, the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended.

If you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, the Financial Ombudsman Service provides an independent review service for unresolved complaints that is free to customers. They can be contacted at The Financial Ombudsman Service South Quay Plaza183 Marsh Wall London E14 9SR.

Telephone (from landline)0845 080 1800
Telephone (from mobile)0300 123 9123
From outside of the UK+44 20 7964 0500