Contact

Before getting in touch with us, please take a look at our comprehensive Help section. You’ll find most of your questions will be answered there. If you still require information regarding your card, then please contact us using one of the methods below. Please ensure you quote your account number

You can email us at the following addresses for more specific enquiries.

To contact us by post:

360money Customer Services, PO BOX 3883, Swindon, SN3 9EA.

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.

  • 0203 130 4913

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

 

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The Optimum Prepaid MasterCard® is issued by PrePay Technologies Limited pursuant to license by MasterCard International Incorporated. This card is an electronic money product. PrePay Technologies Ltd, is authorised and regulated by the Financial Conduct Authority for the issuance of electronic money (FRN 900010). MasterCard and the MasterCard Brand Mark are registered trademarks of MasterCard International Incorporated.