Floor, Langham House, 302-308 Regent Street, London, W1B 3AT directly in writing via
email on complaints@prepaidfinancialservices.com.
16.4. If the Complaints Officer is unable to respond to your complaint immediately, you will
receive confirmation that your complaint has been received and a formal investigation
will be conducted. It is anticipated that you will receive a formal response of their
findings within four weeks.
16.5. If the Complaints Officer of Prepaid Financial Services Ltd is unable to resolve your
complaint and you wish to escalate your complaint further, please contact the Financial
Ombudsman Service at South Key Plaza, 183 Marsh Wall, London, E14 9SR. Details of the
service offered by the Financial Ombudsman Service are available at
www.financialombudsman.org.uk
16.6. You must provide us with all receipts and information that are relevant to your claim.
16.7. If our investigation shows that we have incorrectly deducted money from your Available
Balance, we shall refund the amount to you. If we subsequently establish that the
refunded amount had been correctly deducted, we may deduct it from your Available
Balance and may charge you an Investigation Fee. If you do not have sufficient Available
Balance, you must repay us the amount immediately on demand.
16.8. In relation to any dispute between the Cardholder and a Merchant, provided you are able
to satisfy us that you have already made all efforts to resolve the dispute with the
relevant Merchant, we will attempt to assist you so far as is reasonably practicable. We
may charge you a Chargeback Processing fee as referenced in the Fees & Limits Schedule
for any such assistance we may give you with any such dispute. If there is an un-
resolvable dispute with a Merchant in circumstances where the Card has been used for a
Transaction, you will be liable for the Transaction and will have to resolve this directly
with the relevant Merchant.
17. Personal Data
17.1. We are the data controller for your personal data and will process personal data given to
us in connection with your Account in order to administer your Account and provide you
with services relating to the Account and this Agreement. We may also use your personal
data for marketing purposes and for market research purposes, in accordance with
applicable legislation and our Privacy Policy.
17.2. We may check your personal data with other organisations, and obtain further
information about you in order to verify your identity and comply with applicable money
laundering and governmental regulations. A record of our enquiries will be left on your
file. In accordance with our Privacy Policy and applicable legislation, we may provide
personal data supplied by you to certain named third parties (including data processors)
for the purpose of performing our obligations and exercising our rights under this
Agreement, including third parties located outside the European Union where different
data protection standards may apply. We may also disclose your personal data as
required by law or any competent authority.