Complaint Policy

Effective: June 25, 2025

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

This policy is available in various European languages. All versions are legally binding; in case of discrepancies between the English version and a translated version, the English version prevails.

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1. Introduction

Card Compact Limited (“CCL” or “we”) is responsible for producing the cards. The technology systems required to operate the cards are provided by Card Compact Limited, registered at 483 Green Lanes, London N13 4BS United Kingdom. Card Compact Limited also provides customer support for the cards, as described in condition 15 of the terms and conditions for this account. This document explains how you can comment or make a complaint about any aspect of the CCL service. All communications should be sent to Card Compact Limited, 483 Green Lanes, London, N13 4BS, UK.

The KingCard Prepaid Mastercard® is issued by Transact Payments Ltd., under a license from Mastercard® International Incorporated. The TPML e-money associated with issued cards is approved and regulated by the Central Bank of Gibraltar in accordance with the Electronic Money Act 2012 (registration number HE346719). The card remains the property of TPML at all times. 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 at every opportunity. However, we are occasionally unable to meet your expectations.

If you have a complaint about any aspect of the service provided by CCL, we'd love to hear from you. You can reach us by phone (we currently only conduct written correspondence) or in writing, by post, e-mail or fax. As a rule, you must complain to us within 6 years of a problem occurring. If you haven't done so, we're usually unable to investigate the complaint.

Your first point of contact should be the CCL customer service team, who will listen to your complaint and work with you to resolve it. CCL has implemented an internal complaints process to ensure that your complaint is dealt with efficiently. Contact details can be found at the end of this document.

CCL takes your comments seriously. They enable us to improve our service for you and improve our products and services for all of our account holders. If you think we could have served you better, please let us know.

2. Information we need from you

To ensure that your complaint can be investigated and resolved as quickly as possible, please provide us with the following information:

name, address and card number,
a clear description of your concern or complaint,
Tell us what you expect from us to get it right.
copies of all relevant documents (e.g. emails sent by or to you)
An email address and phone number where we can contact you.

CCL will work with you to resolve your complaint promptly. We need to understand exactly what the problem is—the more information you give us, the better.

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3. How CCL works

If we've resolved your issue, we'll send you a summary resolution communication (SRC) within 2 working days, which includes:

We'll let you know that the issue has been resolved.
Please note that if you are dissatisfied with the solution up to 6 months after notification, you have the right to forward it to the Gibraltar Financial Services Commission (GFSC), whose contact details are set out in Section 4 below.

Sometimes we can't immediately resolve your complaint or concern. If we can't and if we haven't yet made contact with our proposed solution, we will:

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Confirm immediately by email that we've spoken to you and that your complaint has been forwarded to the complaints team and will let you know who is handling your complaint and how you can contact them. We will also send you a copy of our complaint handling policy.

For standard complaints, such as service issues, you can expect either:

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3.1 A final letter of reply

A final response letter (FRL) within 7 weeks of your complaint informing you of the outcome of our investigation and the final decision:

Explain what we found out, what we intend to do about it and why we came to our decision; and
accepting your complaint and offering appropriate remedies or remedies; or
offering remedies or remedies without accepting the complaint; or
Rejection of your complaint, giving reasons for the decision.

We will also inform you about your rights under the GFSC:

We share the GFSC website with you;
We recommend that you address your complaint to him now if you're not satisfied with our response; and
We will let you know whether to waive any relevant time limits relating to your complaint if they affect your complaint.

Oder

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3.2 Another response letter

Another response letter (ORL) within 3 weeks letting you know if we can't resolve your issue within 7 weeks:

We'll tell you why we're unable to provide a final answer and an indication of when to expect one.
We will recommend that you now submit your complaint to the GFSC if you are not satisfied with the delay in our response; and
We share the GFSC website with you;
We will let you know our decision as to whether to waive the time limits for making this complaint if they affect this complaint.

3.3 Complaints regarding PSD or EMD

If your complaint relates specifically to issues related to the Payment Services Directive (PSD) or the Electronic Money Directive (EMD), the timeline is as follows:

The final response letter (FRL) must be sent no later than the end of the 15th business day following the day we received the complaint.
If your complaint is complicated, it may take longer to resolve. In this case, we will keep you informed of the progress of the investigation and send you a response no later than the 15th business day following the day we received the complaint, clearly setting out the reasons for the late response to the complaint and clearly setting out the deadline by which we will process the complaint. This final response will be given no later than 35 working days after the day we received the complaint.
If you have contacted us via email about the matter, our final response will be sent by email unless you request written confirmation.
At this stage, we will also inform you of your rights to refer your complaint to the GFSC (see point 4).

CCL strives to resolve all complaints as quickly as possible and to the satisfaction of our members. If you're not satisfied with the outcome of your complaint, you should contact the person who handled it directly. You'll agree with her on what can be done next.

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3.4 Immediate escalation

In particularly important or serious cases that require immediate response, the processing and resolution is carried out directly with Transact Payments Malta Limited.

These cases may be as follows:

violation of law complaint
threat of legal action
Request from a supervisory authority or card system
threat of violence or physical harm
System errors that affect multiple accounts
Referral from a consumer protection authority
Violation of data protection

If you are dissatisfied with the outcome after receiving a response from Card Compact, you can also escalate the complaint directly to TransactPay's complaints department by writing to complaints@transactpay.com.

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4 Financial Services Arbiters (OAFS)

The Financial Services Arbiter is an independent public body that reviews complaints from legitimate complainants about companies such as us that provide financial services when a solution cannot be found with us. There may be a fee for this service. If you are entitled to file a complaint with the Financial Services Arbiter in accordance with its rules and exercise that right, we will fully cooperate with the Financial Services Arbiter.

You must first give us the opportunity to review your complaint with TPML before the arbiter can accept your complaint. The following requirements must be met:

You have sent a complaint letter to the provider but the response is not satisfactory; or
You've given the vendor 15 business days (approximately three weeks) to review the complaint, but you've still not received any feedback or a final letter.
The arbiter will accept a complaint if it is submitted in writing to the provider no later than two (2) years after the date on which the customer first became aware of the disputed facts.

The arbiter will only accept complaints if you have purchased products or services from us and are either a natural person (or their legal successor).

There is a fee of €25, which can be refunded in full if a) the complainant withdraws the complaint or both parties reach an agreement before the arbiter makes a decision.

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Complaints to the Financial Services Arbiter can be filed online via the OAFS website https://www.financialarbiter.org.mt/content/step-3-complain-us, or they can either be submitted in person or sent by registered mail using the official offline PDF complaint form to:

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Office of the Arbiter for Financial Services

N/S in Regional Road

Msida MSD 1920, Malta

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Before submitting your complaint, please ensure that you have typed out your complaint and included the following:

a copy of the supplier's final letter, if available;
copies of relevant documentation;
Anything you would like to tell us about your complaint.

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

CCL will inform you of your eligibility to refer your complaint to the Financial Services Arbiter in the final response.

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5. Contact us

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a) If you have any questions

If you have any questions, please contact the CCL Customer Support team via email at support@cardcompact.com, via the “Contact Us” page on our website (https://www.cardcompact.com), or by calling +44 20 36953242. When you call the support team, please leave a message with the following information:

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Your card number (9-digit token)

Your first and last name

Your full phone number, including country code and full phone number

A short message that describes your question or request.

If you file a complaint, please provide full details.

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b) If you want to file a complaint

If you'd like to file a complaint, make sure you include as much detail as possible and contact CCL directly:

By letter to:

Card Compact Limited

grievances