Call our customer services line on:
+44(0)1753 778613.

This line is open 24 hours a day, 7 days a week.

Calls are charged at your standard network rate, calls from mobiles may be higher.

We are always here to help! If you have a specific query, are having trouble finding an answer to your question or if you would like to know more about what The Change Account can offer you, we and our Founder Partners are always here to help.

…or scroll down for additional ways to contact us.

For lost or stolen cards, transactions you don’t recognise and suspected fraudulent activity please Contact Us immediately on +44(0)1753 778613.

This is our UK based call centre open 24 hours a day, 7 days a week. You will be charged at your standard network rate. Calls from mobiles may be higher. Telephone calls may be recorded for security reasons and training purposes.

Important – Even if your card has been cancelled, please remember to check for any unusual transactions and report them to us immediately.

Find an instant answer to your question browse our Frequently Asked Questions or use our Help Search Bar.

To find out more about what The Change Account can offer you, email us at marketing@thechangeaccount.com or write to us directly via our Contact Form.

For press enquires please contact external@thechangeaccount.com

If you cannot be helped by our extensive website, get in touch by calling our UK-based Customer Services team on +44(0)1753 778613. We will respond to any queries you may have regarding our services or features.

Our Customer Services line is open 24 hours a day, 7 days a week. You will be charged at your standard network rate. Calls from mobiles may be higher. Telephone calls may be recorded for security reasons and training purposes.

As soon as you receive Your Change Account Prepaid Debit Mastercard in the post please call +44(0)1244779612 to Activate Your Card and Retrieve Your Card PIN.

This is an automated line open 24 hours a day, 7 days a week. Calls cost 10p per minute from a landline. Calls from mobiles may be higher.

If you are an existing customer, you can Contact Us by messaging us through our secure message box for any queries related to Your Change Account. You can only access the secure message box when you are logged into Your Change Account, Login here.

Making a complaint

If you have a complaint let us know, we’d like to help.

At Change Account Limited we want you to have an excellent customer experience and it is important to us to know when you feel the product or service you have received does not meet your expectations.
We value your feedback so we have an Internal Complaints Handling Procedure designed to help us resolve any customer complaints, understand what causes our customers to complain and to use the feedback to introduce improvements to make your experience even better.

Get in touch
Get in touch by calling us, letting us know online or writing to us.

Important: To assist us, please make sure you fill in:

  1. Your name
  2. The last 4 digits of your Card number (Please never display your 16 digit card number on any correspondence)
  3. The reason for your concern, including as much relevant information as possible.

customer.services@thechangeaccount.com.

Submit your complaint by emailing us at: customer.services@thechangeaccount.com. Or alternatively, log onto Your Change Account and submit your complaint via our Secure Message Box.

Call our UK-based Customer Services team on +44(0)1753 778613. We will respond to any queries you may have regarding our services or features.

Our Customer Services line is open 09:00 – 17:30 Monday to Friday. You will be charged at your standard network rate. Calls from mobiles may be higher. Telephone calls may be recorded for security reasons and training purposes.

Complaints sent in writing will take longer to reach us than if you choose any of the other contact options listed above. If you would like to write to us, please send your complaint to:

Post:
Change Account Limited
PO BOX 67528
London
EC2P 2HU

Building strong and lasting relationships with our customers is important to us which is why we will do all we can to help you.

When we receive a complaint we aim to resolve the matter promptly, fairly and as quickly as possible. We do our best to resolve your problem whenever possible within three working days. If we are unable to resolve your complaint within one working day we will deal with your complaint as follows:

• We will email you to acknowledge receipt of your complaint.

• We will aim to resolve the majority of complaints and provide you with a final response within 5 working days and in any event not more than 8 weeks.

• Based on the nature of your concerns and the information provided we will use all the information at our disposal to investigate and resolve your complaint.

• If the matter is more complex or we need more information, we will let you know what further information we need in order to resolve your complaint.

• All complaints will be recorded and reported to The Change Account Board as we are passionate about understanding issues that arise, with a view to ensuring they will not happen again.

• In the unlikely event the complaint is not resolved within 8 weeks we will contact you to explain why the process has been extended and the expected resolution date.

Should we be unable to respond in full within five working day a full and final response will be issued within 8 weeks from the date we receive your initial complaint, setting out our understanding of your concerns and the resolution.

If we are unable to issue our full and final response within 8 weeks we will always keep you up to date on the progress of your complaint and the expected resolution date.

All complaints will be recorded and reported to The Change Account Board as we are passionate about understanding issues that arise, with a view to ensuring they will not happen again.

We are committed to ensuring all complaints are fairly addressed. However, If you are not satisfied with our final response or if 8 weeks has passed since you first let us know about your complaint, you may choose to refer your complaint to the Financial Ombudsman Service, who provide an independent, impartial review service that is free to customers.

You would need to do so within 6 months of our final response. They can be contacted on the following:

The Financial Ombudsman Service:

Telephone:

Monday to Friday – 8am to 8pm and Saturday– 9am to 1pm

+44 (0)800 023 4567 Calls to this number are now free on mobile phones and landlines

+44 (0)300 123 9123 Calls to this number cost no more than calls to 01 and 02 numbers

These numbers may not be available from outside the UK- so please call us from abroad on +44 20 7964 0500. We’ll be happy to phone you back, if you’re worried about the cost of calling us.
You can also text us on 07860 027586 and we’ll call you back. But please don’t send any account numbers or bank details- we’ll sort that out later. And if you feel the need to speak to us more urgently, its probably best to call us so we can help there and then.

Email:
complaint.info@financial-ombudsman.org.uk
Website:
www.financial-ombudsman.org.uk
Address:
Financial Ombudsman Service
Exchange Tower
London
E14 9SRIf you have purchased your card online from The Change Account website and you are not happy with the product or service provided and feel that we cannot resolve your issue, you are entitled to submit your compalint vie the European Online Dispute Resolution platform (“ODR platform”) by visiting the following website:
http://ec.europa.eu/consumers/odr/

Feedback

We want to build strong relationships with all our customers which is why we ask you to tell us what you want from Your Change Account. The Change Account is by no means a perfect solution to everyone’s financial needs but we intend to continually address your feedback to ensure we are always improving our services and products. Please use the Feedback form below for general feedback on The Change Account.