WHY SPLASH?

GET GOING

TOP UP

USING YOUR CARD

HELP

Contact Us


Contact us

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 here. If you still require information regarding your card, then please contact us:

By Email:

For general enquiries please email: customerservice@360money.com

Or, to help us deal with your query more efficiently you can email the following:

If you have applied and not received your card yet: delivery@360money.com

If you require a printed statement of your account: statement@360money.com

If you require any information on how to upgrade your card: identitycheck@360money.com

If you are experiencing difficulty with the website: websupport@360money.com


By Post:

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

Back to top >>


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 0203 130 4913.

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)

or

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

FOS provide an online complaint form which can be accessed here:

help.financial-ombudsman.org.uk/help

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

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 splash. Simply e-mail us at: feedback@360money.com.

Many thanks in advance for your feedback.

Back to top >>