Card Compact Complaints Policy

This document was last updated on 31/10/2024.

This policy is available in a number of different European languages; all versions are legally binding but in the event of any inconsistency between the English Language version and a translated version, the English Language version will prevail.

1. Introduction

Card Compact Limited (“CCL” or “we”) are responsible for the production of the Cards and the technology systems required to operate the Cards are provided by Card Compact Ltd., registered in, 483 Green Lanes, London N13 4BS United Kingdom. Card Compact also provides customer support for Cards as set out in Condition 15 of the Terms and Conditions for this account. This document explains how you can make a comment or raise a complaint against any aspect of the CCL service. All communications should be sent to Card Compact Ltd., 483 Green Lanes, London N13 4BS, United Kingdom.

This card is issued by Transact Payments Malta Limited (“TPML”) pursuant to licence by Mastercard International. Transact Payments Malta Limited is duly authorised and regulated by the Malta Financial Services Authority as a Financial Institution under the Financial Institution Act 1994. Registration number C 91879. The e-money associated with the cards issued Transact Payments Malta Limited is authorised and regulated by the Malta Financial Services Authorities under the Electronic Money Law 2012. At all times the Card remains the property of Transact Payments Malta Limited. Mastercard is a registered trademark and the circle design is a trademark of Mastercard International Incorporated.

CCL is committed to providing a high standard of service to all members on every occasion. Occasionally, however, we may not live up to your expectations.

If you have a complaint about any aspect of the service provided to you by CCL then we would like to hear from you. you can contact us by telephone (currently we operate a message service only) or in writing, by post, e-mail or fax. you usually need to complain to us within 6 years of a problem happening. If you haven’t done this we can’t usually investigate the complaint.

Your first point of contact should be with the CCL Customer Support Team who will listen to your complaint and work with you to resolve it. CCL has established an internal complaints procedure to make sure that your complaint is handled efficiently. Contact details are provided at the end of this document.

CCL takes your comments seriously. They allow us to improve our service to you and help us to improve our products and services to all our Account holders. If you think that we could have served you better then please let us know.

2. Information you need to give us

In order to make sure that your complaint can be investigated and resolved as quickly as possible, please make sure you give us the following information:

• Your name, address and account number
• A clear description of your concern or complaint,
• Tell us what you would like us to do to put it right,
• Copies of any relevant documents (for example emails sent by or to you)
• An email address and a daytime telephone number where we can contact you.

CCL will work with you to try to resolve your complaint immediately. We need to understand exactly what the problem is – the more information you can give us the better.

3. What CCL will do

If we have been able to resolve your complaint, we will, within 2 working days, send you a Summary Resolution Communication (SRC) which will:

• Advise you that the complaint has been resolved.
• Advise you that, should you be dissatisfied with the resolution, you have right for up to 6 months after the notification, unless otherwise agreed, to refer this to the Arbiter for Financial Services details of which are outlined in section 4 below.

Sometimes we won’t be able to resolve your complaint or concern immediately. If we can’t and if we have not already contacted with our proposal for resolving it, we will:

Acknowledge immediately by email that we have spoken to you and that your complaint has been passed on to the Complaints team, we will also let you know who will handle your complaint, and how you can contact them. We will also make available to you a copy of our complaints handling policy.

For standard complaints, such as service issues, you should either expect

3.1 Final Response Letter

Expect a Final Response Letter (FRL) within 7 weeks of the complaint.

This letter will:

• Explain what we have found, what we plan to do as a result and why we reached our decision and
• Advise you if we have accepted your complaint and, where appropriate, are making an offer of redress and or remedial action; or
• We may offer redress and/or remedial action without accepting your complaint; or
• We may reject your complaint and in doing so will provide you with our reasons for this decision;

This FRL will also include:

• The website address of the Arbiter for Financial Services;
• Advise you that, if you remain dissatisfied with our response, you may now refer your complaint to the Arbiter for Financial Services:
• Advise you of our decision on whether we will waive the relevant time limits relating to this complaint if they impact on this complaint;

Or

3.2 Other Response Letter

If we cannot resolve your problem within 7 weeks we will write an Other Response Letter  (ORL) within 3 weeks, to you advising;

• Why we are not in a position to make final response and give you an indication of when we expect to be in such a position;
• Advise you that, if you are dissatisfied with this delay in providing a final response, you may now refer your complaint to the Arbiter for Financial Services: and
• the website address of the Arbiter for Financial Services;
• Advise you of our decision on whether we will waive the relevant time limits relating to this complaint if they impact on this complaint.

3.3 Complaints relating to PSD or EMD

Should your complaint refer specifically to issues associated with the Payment Services Directive (PSD) or the Electronic Money Directive (EMD) the following timetable will refer.

• We expect to send you a final response to the complaint by no later than the end of the 15th Business day after the day on which we received the complaint.
• If your complaint is complicated it could take longer to resolve. If this is the case we will keep you informed of progress as we continue our investigations. In this situation, we will send you a holding response by no later than the 15th Business day after the day we received the complaint, which will clearly indicate the reasons for the delaying answer of the complaint, and we will clearly specify the deadline by which we will send the final response. This final response will be no later than 35 Business days after the day on which we received the complaint.
• If you have been in communication with us by email on the matter, our final response will be made by email unless you request a written confirmation.
• At this time we will also inform you of your rights to refer your complaint to the Arbiter for Financial Services (see point 4).

CCL tries to resolve all complaints as quickly as possible, and to the satisfaction of our members. If you are not satisfied with the outcome of your complaint then you should get in touch directly with the person who has handled it. They will agree with you what next steps can be taken.

3.4  Immediate escalation

In particularly important or serious cases that require an immediate response, processing and resolution will take place directly with Transact Payments Malta Limited. These cases might be the following.

• Violation of Law Complaint 
• Threat of Legal Action
• Regulatory Authority or Scheme Inquiry
• Threat of Violence or Bodily Harm
• Systemic Errors impacting multiple accounts
• Consumer Protection Authority Referral
• Data Protection Breach 

If, having received a response from Card Compact, you are unhappy with the outcome, you can also escalate the complaint directly to TransactPay’s Complaints Department by writing to complaints@transactpay.com.

4. Arbiter for Financial Services

The Arbiter for Financial Services is an independent public body set up to review complaints from eligible complaints about companies like us, that provide financial services, when a solution cannot be found with us. Their service may be fee-based. If you can refer a complaint to the Arbiter for Financial Services under its rules, and if you use this right, we will cooperate fully with the Arbiter for Financial Services.

You must have given us the chance to look into your complaint with TPML first, before the arbiter can accept your complaint. The following requirements must be met.

• You send a complaint letter to the provider, but the reply is not satisfactory; or 
• You gave the provider 15 business days (around three weeks) to review the complaint but still have not received any feedback or a final letter. 
• The arbiter will accept a complaint if it is registered in writing with the provider by not later than two (2) years from the day on which the customer first had knowledge of the matters complained of. 

The arbiter will only accept a complaint if you have acquired products or availed of services from us and you are either a natural person (or your successor in title).

There is a fee of €25 that could be fully refunded if a. the complainant withdraws the complaint, or both parties come to an agreement before the decision is issued by the Arbiter.

Complaints to the Arbiter for Financial Services could be submitted online through the OAFS website https://www.financialarbiter.org.mt/content/step-3-complain-us or may either be delivered by hand or mailed by registered post, using the official offline PDF complaint form, to:

Office of the Arbiter for Financial Services

N/S in Regional Road

Msida MSD 1920, Malta

Before submitting your complaint, please ensure that you have typed your complaint and: 

• enclosed a copy of the provider’s final letter, if available; 
• enclosed copies of relevant documentation; 
• Included everything you want to tell us about your complaint 

For more information, please refer to the OAFS website: https://www.financialarbiter.org.mt/content/step-1-complain-your-provider

CCL will inform you in the Final Response of your eligibility to refer your complaint to the Arbiter for Financial Services.

5. Contact us

a) If you have any questions

If you have any questions then please contact the CCL Customer Support team.

You can contact them via email at support@cardcompact.com, via the ‘Contact Us’ page on our website (https://www.cardcompact.com/) or you can call them on +44 20 3596 3242. If you call the Support team please leave a message including:

• your 9-digit-customer ID,
• your name and surname,
• your full telephone number, including country code and full telephone number,
• A brief message describing your question or enquiry,

If you are making a complaint please provide full details. 

b) If you want to make a complaint

If you wish to make a complaint please make sure that you provide as much detail as possible and contact CCL directly:

By letter to:

Card Compact Limited
Complaints
483 Green Lanes
London N13 4BS

By phone at: +44 20 3596 3242

By email at: support@(at)cardcompact.com