How to complain

We endeavor to always offer you the best service. We may not always succeed in meeting your expectations. However, we can fix the matter if you let us know.

We would like:

• that you can make your complaint simple and easy.
• to hear us your complaint.
• Consider your solution proposal.
• Make sure your problem is resolved to your satisfaction.Contact us
  Postal: Card Compact Limited, 483 Green Lanes, London, N13 4BS, UK
  By e-mail: support@cardcompact.co.uk By phone: +44 20 369 532 42

What we need from you

Please bring your complaint together with as much information as possible. This will help us to understand the matter more easily and solve it quickly. Please tell us the following:

• Your name and address
• Your account details
• a description of your complaint and what effect the problem had on you
• the time when the problem occurred
• Your contact details and how you would like to be contacted by us.
• What happens then

Immediately afterwards
We endeavor to process your request as quickly as possible. However, you will hear from us within one business day so that you know that your complaint has reached us. Our confirmation will include a reference number of your complaint for your own records, which will help us quickly locate your case if you need to contact us.

5 working days
If we fail to solve your problem within five working days, we will write and

· Explain why we have not been able to resolve your issue.

· Tell you when we expect to have solved your problem.

· Inform you who is responsible for handling your case.

10 working days
In most cases, problems are resolved within ten business days. However, if we fail to do so, we will contact you to keep you informed of the progress and to let you know when we expect you to solve the problem.

after 10 working days
We will continue to keep you informed about the handling of your complaint until the matter has been resolved. In certain circumstances, if your concern is particularly complex, it may take longer for the problem to resolve. In such cases, however, we will inform you in writing that the clarification of your request takes more time.

up to 35 working days
Regardless of the 35 working days we have for this, we will send you our final answer in a letter as soon as your complaint is closed. We will continue to keep you up-to-date in writing and tell you when you may expect to hear from us.

In the unlikely event that we failed to complete the investigation after 35 business days, you will receive a letter from us informing us of the steps you can now take.

What do you do if you are not satisfied with our reaction?
You can redirect the problem to the location that issued your card.

If you are not satisfied with our response and wish to pursue the matter, you should first contact the card issuer for further assistance: IDT Financial Services Limited, PO Box 1374, 1 Montarik Building, 3 Bedlam Court, Gibraltar , E-mail: complaints@idtfinance.com, Website: www.idtfinance.com. The complaint procedure of IDT Financial Services Limited can be viewed on their website.

If you have gone through the entire complaint process of IDT Financial Services Limited and the issue has still not been resolved to your satisfaction, you can file a complaint with the Gibraltar Financial Services Commission: Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor , Atlantic Suites, Europort Avenue, Gibraltar, Email: psdcomplaints @ fsc.gi, Website: www.fsc.gi. Please note, however, that the Gibraltar Financial Services Commission is not legally responsible for resolving any issues between you and IDT Financial Services Limited.

If you have not yet contacted IDT Financial Services Limited, the Gibraltar Financial Services Commission will ask you to provide IDT Financial Services with an opportunity to settle the matter first.