Feedback
Your feedback is really important to us. We want to make sure we always deliver the very best service. We also want to constantly improve our service to you.
For us to do this, please let us know what you think about OPTIMUM using the form above, or simply e-mail us at: feedback@360money.com.
Many thanks in advance for your feedback.
How to make a complaint
We will always aim to provide you with the very highest standard of service but we know that sometimes things can go wrong. If that’s happened to you please make sure you let us know by contacting us in any of the following ways:
By phone:
Contact us by calling us on the number listed below.
Calls may be monitored and/or recorded for quality and training purposes and for compliance within regulations.
By email:
You can contact us by email at customerservice@360money.com
In writing:
Please write to us at:
360money Customer Services, PO BOX 3883, Swindon, SN3 9EA.
Our Complaints Process
However you choose to contact us, if we can’t resolve the problem straightaway, we will promptly acknowledge your complaint. We will aim to resolve your complaint within 15 calendar days of receiving the details from you, keeping you informed of progress. If there is any reason for a delay we will let you know.
Financial Ombudsman Service
We are committed to resolve any issues you raise with us internally. However, where you are not satisfied with our final response, or if 15 calendar days have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service.
Contact details for the Financial Ombudsman are as follows:
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Phone:
0800 023 4567
Free for people phoning from a fixed line (for example, a landline at home)
0300 123 9 123
Free for mobile phone users who pay a monthly charge for calls to numbers starting 01 or 02
Email:
complaint.info@financial-ombudsman.org.uk
Web:
www.financial-ombudsman.org.uk Link opens in a new window
FOS provide an online complaint form which can be accessed here:
https://help.financial-ombudsman.org.uk/help Link opens in a new window
Online Dispute Resolution
The European Commission provides an online dispute resolution (ODR) platform which allows customers who purchased a product or service online to submit their complaint through a central site. The purpose of the site is to ensure those complaints are passed to the appropriate independent dispute resolution service.
If you feel that we haven’t been able to resolve your issues, the appropriate service relating to your Optimum prepaid Mastercard is the Financial Ombudsman Service. You can either contact them directly using the details above or you can access the ODR platform here: http://ec.europa.eu/odr Link opens in a new window to submit your complaint.
You will need the following information about us to use the ODR platform:
Our name: PrePay Technologies
Our email: customerservice@360money.com
Our website address: www.myoptimumcard.co.uk
Our geographic address: United Kingdom
