Mastercard OB Services UK Limited’s complaints process
We want to make sure our customers are completely happy with the service we provide. If you are not, we will do everything we can to deal with any problems that may arise.
We will treat you fairly, respond promptly and investigate your complaint impartially.
How to make a complaint about an open banking service
If your inquiry / complaint is not related to a Mastercard UK open banking service, but related to your Mastercard Card/Account, please contact Mastercard Assistance Centre toll free phone number at 0800 964 767 or submit your request via the AskMastercard form.
To make a complaint about a Mastercard UK open banking service, please email or write to us at the address below. We will acknowledge receipt of your complaint within three business days. For more information about how we will handle your complaint, please click on the following link.
Post to: Complaints Officer, Mastercard OB Services UK Limited, 1 Angel Lane, London, EC4R 3AB.
What happens when you make a complaint?
To handle your complaint, we need the following information from you:
- Your name, address and any reference numbers associated with the subject of your complaint
- A clear description of the issue, including the date and time it occurred
- Copies of any relevant documents (letters, screenshots of error messages, emails etc.)
We will look at your concern and try our best to resolve your complaint immediately. If we have been able to sort things out straight away, we will provide you with a Final Response Letter and let you know about the Financial Ombudsman Service.
If we need more time to investigate what happened, the Customer Support team will write to you to acknowledge receipt of your complaint within three business days and let you know who is handling your complaint and how to contact them.
If your complaint is particularly complex in nature, we will keep you informed of the progress we are making as we continue our investigations. In any event, we will endeavour to resolve your complaint and provide you with a full response within 15 business days. This timeframe may be extended up to 35 calendar days in exceptional circumstances. If we are unable to provide you with a final response within 15 business days we will provide you with:
- An explanation as to why we are unable to provide you with a final response and with an indication as to when you will get one.
- A notification of your rights to refer the matter to the Financial Ombudsman Service.
Final response letter
In our final response we will include:
- A summary of your complaint
- A summary of the outcome of our investigation
- Whether we acknowledge there has been any fault on our side and whether the complaint will be upheld
- If you are an eligible complainant, a notification of your right to refer the matter to the Financial Ombudsman Service (FOS)
If you are not satisfied with the outcome of your complaint, you may be able to refer your complaint to the Financial Ombudsman Service
The Financial Ombudsman Service is a free, independent body that deals with consumer complaints on financial services and products in the UK. If you have received a final response from us and you want to contact the Financial Ombudsman Service, you must do this within 6 months of receiving our letter.
You can contact the Financial Ombudsman via email phone or post below:
Email: complaint.info@financial-ombudsman.org.uk
Phone: 0800 023 4567
Post: The Financial Ombudsman Service, Exchange Tower, London E14 9SR
More information on the Financial Ombudsman Service can be found on their website