We aim to provide customers with easy access to our customer services team who receive record, investigate and respond to complaints.
We take complaints very seriously and value the opportunity they provide to assist us with reviewing the way we do business and helping us meet our customers’ expectations. Our primary aim is to resolve any complaints that you may have as quickly and effectively as we can and consequently have documented the steps to be taken below. In the first instance, your initial communication will be with our Customer Care Team. We expect our Customer Care Team to respond to your complaint within five working days. You can contact our Customer Care Team using the details in clause 2. Primary contact via our internal message system, secondly via email to firstname.lastname@example.org or by phone to +44 (0)20 3808 7800.
If the Customer Care Team 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.
If the Customer Care Team 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.
You must provide us with all receipts and information that are relevant to your claim.
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.
Worldclearing Limited is a United Kingdom company. Main Office: 24th Floor The Shard, 32 London Bridge Street, LONDON SE1 9SG, UNITED KINGDOM. Registered office Address: S1b Abbey Mannor Business Centre, Preston Road, Yeovil, Somerset, BA20 2EN, UNITED KINGDOM.
Worldclearing Limited is authorized and regulated by the Financial Conduct Authority (FCA) as an agent of Prepaid Financial Services Limited.
Registration number at Financial Conduct Authority in United Kingdom 900630.
Mastercard and the Mastercard Brand Mark are registered trademarks of Mastercard International Incorporated. Visa is a registered trademark of Visa International.
The WORLDCLEARING Prepaid Mastercards are issued by Prepaid Financial Services Limited pursuant to a license from Mastercard International Incorporated.