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Prepaid Cards for Instant Money Transfers

Complaints Procedure

We are committed to providing you with a positive customer experience. Telling us when you are unhappy is important as it means we have an opportunity to put things right and improve the service we offer in future.

To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:

  1. Your Card Number (If you write to us for security reasons, please do not include your full card number. The card number should always be supplied by providing the last four digits only, as follows ************7890)
  2. Your Name
  3. Your Address
  4. Your Registered Mobile Number

Please contact our ViolaCard Customer Support Team using either of the options below:

OPTIONS DETAILS
Website Visit our website www.violacard.com and click ‘Contact Us’ to send us a secure message.
Live Chat Use the Chat window from your App.
Email support@violacard.com
Post 3 Waterton Park, Bridgend, UK. CF31 3PH

We’re open from Monday to Friday between 8:00 to 18:00 and on Saturday, Sunday & Bank Holidays 08:30 to 17:30 GMT. Correspondence received after the close of business on any particular day will be treated as having arrived on the following business day. All conversations may be monitored for training and quality control purposes.

If you are still not happy, you can refer your complaint to the Financial Ombudsman Service: www.financial-ombudsman.org.uk

ViolaCard Complaints Procedure was last updated 06/02/2018

This card is issued by AF Payments Limited pursuant to a license by Mastercard International. Mastercard and the Mastercard brand mark are registered trademarks of Mastercard International. ViolaCard Ltd: Registered in England and Wales: 10549933

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