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Eurostar Currency Card

Whether you splurge on speculaas or splash out on souvenirs to bring home, the Eurostar Currency Card Mastercard is the easy way to spend while you’re away. It’s the clever alternative to pockets full of cash or debit cards. And it’s perfect for a family holiday, a city sojourn or a trip further afield.

*Open to UK residents aged 18+, offer subject to availability, Ts&Cs apply.

Using your Eurostar Currency Card

 

  • Spend in multiple currencies all on one card
  • Spend safely with a Chip and PIN protected card
  • Use it at millions of locations and cash machines worldwide
  • Lock in the exchange rate each time you load, reload money or move money between currencies
  • Load money easily, when and where you want
  • Get a replacement card if yours is lost or stolen (subject to availability)
  • Get emergency cash up to the available balance on the card if your card is lost
  • Get multilingual 24/7 worldwide support, 365 days a year
  • Check your balance easily
  • Keep track of your transactions online
  • Shop online at international websites
  • Manage your spend on the go with a handy mobile app
  • Benefit from Priceless® Cities experiences at great locations around the world

 

10 currencies, 1 card

 

You can carry lots of different currencies on your Eurostar Currency Card at any one time. That means you’ll always know exactly how much your money’s worth, wherever you are. And you can spend freely whether you’re travelling to Europe for a long weekend or going long-haul for a big holiday.

The Eurostar Currency Card automatically knows which currency to spend whatever country you’re in. So, if your travel plans change, your card has you covered.

 

Lock in exchange rates

 

Every time you load your Eurostar Currency Card or move between currencies, the exchange rate of that day will be locked in. And there are no international transaction fees when you have funds on the card in the currency of the transaction.

So, even if the exchange rates go up or down, there’s no guess work when it comes to how much money you can spend.

 

Safe and secure spending

 

The Eurostar Currency Card uses Chip and PIN technology and is accepted at millions of locations and cash machines around the world. So you can spend safely and securely. If it's lost or stolen, you have the comfort of knowing that the card is not linked to your bank or credit card account.

 

Splash out online

 

Shop at international websites and pay in the local currency to avoid hidden exchange costs and transaction fees. Shopping around the world has never been easier and you’ll know exactly how much you’re spending.

 

FAQs

How does the Eurostar Currency Card work?

The Eurostar Currency Card is a chip and PIN protected prepaid Mastercard® currency card.

You can load multiple currencies onto it before you travel. You can then use it in millions of cash machines worldwide, to access your money quickly and safely. You can also pay for goods and services online and in store.

How do I change my PIN?

You can change your PIN at any cash machine in the UK or Europe that has a ‘PIN change’ function on its cardholder menu.

How do I retrieve my PIN?

You can get a PIN reminder by selecting the 'PIN reveal' option in 'My account'.

Alternatively, you can call Card Services and select the PIN option, 24 hours a day, 7 days a week.

How protected is the Eurostar Currency Card?

The Eurostar Currency Card is Chip and PIN protected.

To reduce the threat of fraud, your Eurostar Currency Card is not linked to your bank account or credit card.

What are the fees and limits of the Eurostar Currency Card?

What currencies can I load my Eurostar Currency Card with?

The Eurostar Currency Card can be loaded with GBP only, which will either be added to your GBP currency, or converted into up to 9 additional currencies including Euros, US Dollars, Australian Dollars, Canadian Dollars, New Zealand Dollars, South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham, at an exchange rate communicated to you during the online purchase process. You can move money between the currencies on your card, at your convenience, 24 hours a day, 7 days a week via 'My account'.

What if I don’t have enough of the currency I need?

The great flexibility and added functionality of the Eurostar Currency Card means that as long as you have more than one currency loaded, the card will automatically select the next available currency, in the following order:

GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED. The search will automatically begin from British Pounds Sterling.

If you have insufficient funds of the currency you need, or you do not have the funds in the currency of the country you are visiting on your card at all, you can still use it to make a payment. The Eurostar Currency Card will automatically convert the amount of the transaction from local currency into the currencies available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section for more details).

How do I top up my Eurostar Currency Card?

Even with a zero balance, your Eurostar Currency Card is still valid (up to the expiry date on the card), and you can top it up for your next trip anytime*. You can top up your card in several ways:

Online
You can top up here using your credit or debit card.

The maximum online top up limits, across all currencies, are:
In one day - £5,000
Within seven days - £15,000
Within 60 days - £30,000

Online top up limits are subject to your total card balance not exceeding £5,000 at any one time. Online top ups will be credited to your account immediately. 

Bank transfer via phone or internet banking  

To top up by bank transfer:
•    Make sure you’ve registered your email address in the secure ‘My account’ area of the Mastercard website.
•    Set the currency you’d like to top up as your default currency in ‘My account’. You can only top up one currency per bank transfer. 
•    Then phone your bank or log into your online banking site and create a new payee to top up in GBP.

Please use the following details to top up:
•    Payee name: Mastercard Prepaid
•    Sort code: 20-32-53
•    Account number: 63807568
•    Reference: Your 16-digit Eurostar Currency Card number (on the front of the card)
•    Amount: Please ensure the amount you load is within the top up limits.  

It may take up to five working days for the funds to be transferred by your bank. Once we’ve received the funds, we’ll load them onto your card within 24 hours and you’ll be sent a confirmation email. 

Payments made in GBP will be converted to your default currency, which will be set as GBP until you change it in ‘My account’. The exchange rate used will be included in your confirmation email. 

Using the mobile app
Download the handy Currency Card mobile app and top up on the go. Remember, you can only top up on the app once a day at a maximum of £2,500. Your total card funds cannot exceed £5,000 at any one time. 

You can get the app at the App Store or on Google Play. And you can learn more about the app here.

*Until card expiry and subject to reload limits (see the Fees and Limits page for more details).

Over the phone
Just call the Mastercard Card Services Team on 0207 649 9404 (or +44 207 649 9404 from abroad) and pay directly from your debit or credit card.

The maximum online top up limits, across all currencies, are:
In one day - £750
Within 60 days - £1,500

So, for example, if you top up £750 on your card in one day, you can then only add a further £750 in the next 60 days.
Top ups by phone will be added to your account immediately. Your total card funds cannot exceed £5,000 at any one time. 

Things to remember when topping up:
•    For your security, from time to time, the total number of top ups you can make in 24 hours across the online, mobile app and phone channels may be restricted. If you’ve successfully topped up via one of these channels you may need to wait 24 hours before topping up again, unless you top up via bank transfer or in branch (where available). 
•    We can only accept payment from the registered Eurostar Currency cardholder.
•    We cannot accept reloads from third parties.
•    Top ups will only be processed and accepted if the name and UK registered address of the payment card matches the name and address on your Eurostar Currency Card account. To update your details please contact Card Services.
•    Please note that 2% commission will be charged for loading or topping up into GBP on your Eurostar Currency Card.
•    If you top up your Euro, US Dollar, Australian Dollar, Canadian Dollar, New Zealand Dollar or South African Rand, Turkish Lira, Swiss Franc and Emirati Dirham Currencies, we will convert your GBP payment into the relevant currency before applying it to your card.
 

What is 'My account'?

'My account' is an online card management area where, once you have registered your Eurostar Currency Card, you can check your balance, top up, move money between currencies, retrieve your PIN, and review your transaction history.

How do I register my card in ‘My account’?

Your card is already set up on 'My account'. Simply use the email address you provided when you bought the card, plus the password you created during the purchase process, to log in to ‘My account’, and manage your card easily online.

You will need your full 16-digit card number to register for ‘My account’.

How can I check my balance and move money between currencies?

You can check your balance, top up, view your transaction history, retrieve your PIN and move money between currencies as soon as you've registered your card in 'My account'. You can also use the Eurostar Currency Card mobile app, available for iOS and Android.

What do I do if I find an incorrect transaction on my card?

It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on ‘My account’ or using the mobile app.

If you have any queries about your Eurostar Currency Card balance or you notice a card transaction that you do not recognise, please notify the 24-hour Card Services team as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.

If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

See 'Contact us' for more details on the dispute form.

How can I contact Card Services?

See the 'Contact us' section below.

What if my Eurostar Currency Card is lost/stolen/damaged?

Card freeze/unfreeze is available in your mobile app to immediately block your card if it has been lost or stolen.

You must still report your lost, stolen or damaged cards to Card Services for a permanent block on your card so that your travel money is protected.

The dedicated Card Services team is on hand to help, 24 hours a day, 7 days a week. If your Eurostar Currency Card goes missing, call Card Services straightaway and they will cancel it, giving complete protection of your funds (subject to full compliance with the terms and conditions). Card Services can then make appropriate arrangements to minimise the impact on your trip, including emergency cash replacement up to the available balance of your card, subject to availability*.

*The emergency cash service may not be available in every country - depending on the availability of the money transfer network.

Find details on how to contact the 24/7 Card Services helpline in 'Contact us'.

If you notice any transactions on your Eurostar Currency Card that are incorrect or that you don't recognise, please call the 24-hour Card Services helpline immediately. In addition, if you believe your PIN or any other security information may have been compromised, please call Card Services.

Additional card

If you have two cards linked to the same funds and you lose one of them, you can still access your travel money by using the other card. Please be aware that you must still call Card Services so that they can permanently block the lost card. You should also make sure that you keep your PIN separate from the additional card at all times.

If both your Eurostar Currency Cards are lost, stolen or damaged, Card Services can arrange for a replacement card, and, if necessary, start the procedure for disputing unauthorised transactions. In an emergency they may arrange for funds, up to the available balance on your card, to be sent to you via a global money transfer network, free of charge and usually available within 2 hours (up to 24 hours in more remote locations) and subject to availability in the relevant location.

What if my Eurostar Currency Card is declined in a shop?

If your card is declined here are the things you should check:

  • If you purchased your card online you need to activate it before it will work. Your card will have a sticker with instructions how to do this.
  • Check you have enough money on the card for the purchase you wish to make.
  • Check you are using the correct PIN.
  • Check that the merchant you are purchasing from accepts Mastercard® Prepaid.

 

Your card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. In addition, some cash machines may have their own limits.

Be aware that some restaurants and car hire companies may require the card to have an available balance greater than the purchase amount, before they will authorise the payment.

Check that the retailer you are purchasing from accepts Mastercard® Prepaid. Because of new EU requirements, merchants in the EU/EEA will be able to choose whether or not they wish to accept Mastercard prepaid/debit/credit or commercial cards. Please check with the merchant, as they have to inform you if they decide not to accept all types of Mastercard cards. Merchants will also be expected to display this information prominently at the entrance of the shop and at the till or, in the case of distance sales, this information should be displayed on the merchant’s website or other applicable electronic or mobile medium.

When my Eurostar Currency Card expires, what do I do?

You can either get a new card and call Card Services to transfer any available balance to the new card, or cash out the balance (subject to fees) and close your Eurostar Currency Card.

To cash out and close, please call Card Services.

How do I close my Eurostar Currency Card?

If you would prefer not to keep your card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine's issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.

Alternatively, you can contact Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the primary cardholder only. Please see your terms and conditions for more information. You may be given the option to donate (some or all) left-over funds to charity.

How do I get an additional card?

For peace of mind on your holiday, you can get an additional card at the time of purchase of your initial card and use it as a backup.

Please see the terms and conditions for more information.

Please note, additional cards must not be given to anyone else to use.

How do I authorise a regulated third party payment service provider to access my account information?

The new Payment Services Regulations 2017 (also known as PSD2) aim to promote innovation, competition and improved security and reliability. These came into effect from 13 January 2018.

What will these changes mean for you?

A key change makes it possible for you to authorise a regulated third party payment service provider to access your account information.

How can you make use of these new facilities?

You can only grant a third party access to the account information you can view. You need to register for online access via 'My account' to be able to request authorisation of a third party.

In order to request third party account access you must call Card Services, who will be able to assist with your request.

Any third parties you wish to authorise must appear in the UK Financial Conduct Authority’s and European Banking Authority’s register of regulated payment service providers.

You can revoke the authorisation given to a third party for account access by contacting Card Services.

Can I use my Eurostar Currency Card to shop online?

You can use your Eurostar Currency Card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.

By using your Eurostar Currency Card in the currency that the online site trades in (if it is one of the currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that's printed on the signature strip on the back of the card.

The Eurostar Currency Card may not be used for money transfers (i.e. the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

What if you’re having a problem using your Eurostar Currency Card?

If you have a problem using your card, here are the things you should check first.

If you purchased your card online, you need to activate it before it will work. Your card will have a sticker with instructions about how to do this.

  • Check you have enough money on the card for the purchase you wish to make.
  • Check you are using the correct PIN.
  • Check that the merchant you are purchasing from accepts Mastercard® Prepaid.

 

Your card has maximum limits on how much you can withdraw or spend, for example a maximum daily amount that you can spend in a shop. These limits are shown in the fees and limits table. In addition, some cash machines may have their own limits.

Please note; if a cash machine screen prompts you to choose 'which account?' it is recommended that you choose the 'Credit' option.

You can only withdraw cash from a cash machine up to the available balance on your Eurostar Currency Card (including any applicable fees) and if the amount is within the cash machine's issuing limit.

What if the cash machine asks for a six-digit PIN?

In some countries, you may be asked for a six-digit PIN, when using a cash machine.

However, the Eurostar Currency Card uses a standard four-digit PIN, which will still be accepted as normal if the cash machine has been set up correctly.

If you need assistance with any PIN issues, please call Card Services.

What if I’m offered the option to pay in GBP whilst I'm abroad?

When abroad, you may get the choice of paying in British Pounds Sterling (GBP) rather than the local currency.

By choosing to pay in the local currency, you may avoid an extra foreign exchange conversion at additional cost to you. Remember that if you do not have enough funds in the local currency on your card, the balance will be taken from another currency on your card.

Can I get cash back with my Eurostar Currency Card?

No, cash back is not available on the Eurostar Currency Card.

Where can I use the Eurostar Currency Card?

Your Eurostar Currency Card can be used to withdraw money from millions of cash machines worldwide.

You can also use your card to pay online and in stores around the world, wherever Mastercard Prepaid is accepted.

You can use your Eurostar Currency Card in countries or areas with a different currency to those on your card. The system will automatically convert your stored currency to the local one. Please note that for any transactions in a currency different from the currencies loaded on your card, the funds available on the card will be used in the following order of priority: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF and AED, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits page for more details).

There are a number of countries and geographical regions where the use of a Eurostar Currency Card is currently prohibited. If you attempt to withdraw cash from a cash machine, or use your card at shops, restaurants, hotels and online in any of these countries or regions, your request will be declined and the reason given as 'Decline, prohibited country'.

The countries currently affected are:

Iran, North Korea, Sudan, Syria and Crimea.

I don't have as much money available on the card as I thought. Why is this?

When using your card at some merchants (see table below), you may be required to have an available Card Fund greater than the value of the transaction you wish to make.

This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction.

The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’. At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions. The merchant categories where tolerances apply are listed below.

Merchant category

  • Bars (or other similar drinking places) 20%
  • Restaurants (or other eating places) 20%
  • Automated fuel dispensers GB£99 or currency equivalent.

 

Please see ‘How much more than the bill amount do I need to have on my card for transactions at bars, restaurants and petrol stations?’ for further information on the additional amounts required.

You may also find that you have less money available on the card than you thought because you have used your card as pre-authorisation of a final payment. Please see ‘What is pre-authorisation?’ for more information on this.

What is pre-authorisation?

While your card is really adaptable, it’s not suitable for everything.

When you use your card as a deposit with car rental companies, hotels or cruise lines, they may require authorisation of an amount larger than the transaction as a guarantee of payment.

The merchant must advise you the amount of the pre-authorisation for you to authorise.

Although you will only be charged for the actual and final amount of the transaction, any additional amount that is included in the initial authorisation will be unavailable to you until the final transaction settles. Therefore, we do not recommend transactions that could create larger authorisations in which case the funds could be unavailable to you for a period of time. You can of course use your card to settle your final bill.

When I use my card at a bar, restaurant or petrol station, how long are the funds reserved for and why?

As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled.

The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available Card Fund until the merchant settles the final amount (i.e. payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner.

If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the order of priority. Please see your Eurostar Currency Card Terms and Conditions for further information on the order of priority. The exchange rate used is the rate determined by Mastercard®, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange margin (sometimes called foreign exchange fee). Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN.

As the merchant may not settle (i.e. ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your Eurostar Currency Card ), we recommend that you check your transaction history regularly via ‘My Account’ and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.

At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions.

Please see ‘What happens if I do not have sufficient funds available on my card to cover the value of the transaction plus the tolerance amount?’ for further information on this.

What happens if I do not have sufficient funds available in the relevant currency to cover the value of the transaction plus the tolerance amount?

If the value of the transaction plus the tolerance percentage or flat amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount into the next available currency in the order of priority. Please see your Eurostar Currency Card Terms and Conditions for further information on the order of priority.

The exchange rate used is the rate determined by Mastercard® to be the wholesale rate in effect on the day the transaction is authorised by the merchant plus the foreign exchange margin (sometimes called foreign exchange fee).

At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions.

What happens if I do not have sufficient funds available in my total available Card Fund to cover the value of the transaction plus the tolerance amount?

If you do not have sufficient funds available in your total available Card Fund to cover both the value of the transaction plus the tolerance amount, the transaction will be declined.

For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 20% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 20% tolerance is added to the transaction amount and there will be insufficient funds to cover US$60.00 (US$50 + 20% tolerance (US$10) = US$60.00).

Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available Card Fund to cover the addition of tolerance. If the merchant supports it however, you can use your card to make a partial payment, and cover the balance with some other payment method. Just make sure you tell the cashier before you start the transaction and confirm the amount you want deducted from your card. The cashier should process your card payment first, and then accept the remainder of the balance in whichever way you want to pay it.

At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless. At petrol stations tolerance is applied to all automated fuel pump transactions.

Please also see the ‘Using the Card’ section of your terms and conditions.

What are Dynamic Currency Conversion (DCC) payments?

Dynamic Currency Conversion (DCC) is an optional service that is sometimes offered by retailers and ATM operators abroad, giving cardholders the choice of paying in either the currency of the country they are visiting or their own domestic currency (i.e. Sterling). If you use your card in a country where the local currency is the same as the currency on your Eurostar Currency Card (e.g. using US Dollars in the USA) and you opt to pay in Sterling, this may result in a foreign exchange transaction at additional cost to you. If you wish to avoid this risk, you should opt out of the DCC service and choose to pay in the local currency.

Contact us

If you have any queries, or want to let Mastercard know any comments about using your card, please email cardservices_prepaid@mastercard.com.

Please note that, for security reasons, you must NOT include your full Eurostar Currency Card number in any written correspondence. The card number should always be supplied by providing the first six and last four digits only, for example 1234 56xx xxxx 0123.

In the interests of security, Mastercard will not be able to discuss certain subjects by email. Please call their 24-hour Card Services Team, who will be able to assist you in relation to the following:

  • Lost or stolen cards
  • Queries regarding transactions on your account or balance enquiries
  • PIN assistance
  • Guidance setting up your card account online
  • Help with forgotten username and/or passwords
  • Card and account activations

 

Card Services contact numbers:

From the UK: 0800 056 0572

From outside the UK: +44 207 649 9404

 

To dispute a transaction

If you would like to dispute a transaction, you can call the Card Services team using one of the numbers above and they will check the transaction details for you.

if there's a transaction that's not correct, Card Services can dispute this on your behalf.

Complete the dispute form and email it to Prepaid PPC Disputes.

Complaints procedure

Telling Card Services if you are unhappy is important as it means they have an opportunity to put things right there and then and improve the service they offer in future.

This page tells you how and where to make a complaint and what they will do to resolve it promptly and fairly.

Raise a new complaint

In the first instance please contact the Card Services Team by telephone, via the number(s) provided in the 'Contact us' section or on the back of the card. This team will try to resolve your concerns over the phone in a timely manner.

Alternatively, you can email your complaint to Prepaidmgmt_Globalcomplaints@mastercard.com or put it in writing to the following address:

Service Quality

Access House

Cygnet Road

Hampton

Peterborough PE7 8FJ

The team is happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. Where possible, it will make information on the complaints process available in other languages.

What information do I need to provide?

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

• Your card number (If you write to them, for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.)

• Your name

• Your address

• Your contact telephone number

• Clear details of your complaint

• What you would like Card Services to do to resolve matters.

What happens next?

When Card Services receives a complaint, they aim to resolve your issues fairly and promptly. Where possible they will endeavour to resolve your issues as soon as reasonably possible. If they need more time to investigate your complaint, they will send you an acknowledgement letter and will keep you updated on their progress throughout the investigation.

If you are not satisfied with the final response you can refer the matter to the Financial Ombudsman Service which provides an independent review service for unresolved complaints that is free to customers.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4 567 / 0300 123 9 123 or +442079640500 (from outside the UK)

E-mail: complaint.info@financial-ombudsman.org.uk

Website: http://financial-ombudsman.org.uk/

The European Commission has established an Online Dispute Resolution Platform (ODR Platform). It is specifically designed to help consumers resident in the European Union (EU) who have a complaint about goods or services bought online from traders established in the EU. You can submit your complaint online through the ODR platform in any of the official languages of the EU. The ODR platform can then submit your complaint to the UK Financial Ombudsman Service to facilitate resolution of your complaint.

You can access the ODR platform by visiting: http://ec.europa.eu/consumers/odr/

You may use the ODR service if you are an EU resident and have a complaint about a product or service purchased online. As the ODR platform will ultimately re-direct your complaint to the UK Financial Ombudsman Service, you may prefer to contact Card Services or the Financial Ombudsman Service directly in the first instance.

Terms and conditions

Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated. The Card is issued by Wirecard Card Solutions Ltd (“WDCS”) pursuant to license by Mastercard International Inc. WDCS is authorised by the Financial Conduct Authority to conduct electronic money service activities under the Electronic Money Regulations 2011 (Ref: 900051).

See full terms and conditions

Image credits: © Eurostar; © Eurostar