Complaints policy
Give us feedback
If you would like to give us feedback, you can get in touch with us via chat at Incard or if you already have an account with us, please log in at app.incard.co to chat with a Customer Service Executive. Just make sure to include your name and the name of your company
How to raise a complaint
We’re sorry you’re unhappy with your incard experience. At incard, we aim to provide full and satisfactory responses in the shortest possible time to all our customers.
We are your first port of call for any queries or concerns, including complaints. We will handle these complaints in line with our complaints process.
In case you feel disappointed with our service and want to make a complaint, you can:
Send us a message directly in the app. Please clarify that this is about a complaint.
Email us at complaints@incard.co
Fill the Complaint Form
Write to us. Complaints can be posted to: Incard Ltd, Hamilton House, 1 Temple Avenue, London EC4Y 0HA, United Kingdom.
Please include your full name, email and company name. If you have screenshots that support the problem you are experiencing, please add them with a brief description of what happened.
Once you’ve made a complaint
The process for complaints about your payment cards is explained at the end of this page.
We will acknowledge receipt of your complaint within 24 hours.
Our team aims to resolve complaints as quickly as possible, ideally within 3 working days. Typically, complaints are resolved within 15 working days. However, in exceptional circumstances, it may take up to 35 working days. If this happens, we will contact you on or before the 15th working day to update you on the status of your complaint.
Our team will provide the outcome of our investigations and the reasons for our decision in written form.
Please note that we can only explain the reasons for our decision if this is allowed by the authorities and/or the regulators. The authorities and/or the regulators may request you to provide information which includes but is not limited to:
Your identity and contact details;
An indication of whether you are a natural or a legal person;
An indication of whether or not you are a payment service user;
The identity of Incard that has given rise to the complaint of the concern related to the relevant laws or regulations;
A description of the situation that gave rise to you of the concern; and
Other information/documents requested by them.
Regulatory information
Incard Ltd is authorised by the Financial Conduct Authority as an Authorised Electronic Money Institution (Firm Reference Number: 1027309). Incard Ltd is authorised to issue electronic money and provide payment services in the United Kingdom.
Our global headquarters is Hamilton House, 1 Temple Avenue, London EC4Y 0HA.
Escalating a complaint
If we fail to provide a response to you or fail to resolve the complaint within 15 working days, you have the right to refer the complaint to the Financial Ombudsman Service (FOS) free of charge within six months of our response.
For further information, please refer to the Financial Ombudsman website and the Financial Ombudsman Services Standard Explanatory Leaflet.
The FOS’s contact details are:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: +44 20 7964 0500
Payment card complaints
Cards for UK and CH business accounts are issued by Incard Ltd. Incard Ltd is a Visa Principal Member, pursuant to licence by Visa Europe Limited.
We handle card complaints through the process described on this page.
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