ICE Travellers Cashcard - Complaints Procedure

Our commitment to you

At ICE each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

We will acknowledge your complaint within 2 working days of receipt of your complaint.

We will investigate your complaint and endeavour to send a final response to you within 15 days of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.

If more than 15 days from the date of your complaint has past and you haven't received a final response, or you are dissatisfied with the final response you have received or at any stage of the process you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
London
E14 9SR


For more information please visit the website link http://www.financial-ombudsman.org.uk/consumer/complaints.htm and read the guide 'Your Complaint and the Ombudsman'.

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.