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Complaints Policy

MyPetCard: Savings Platform for Pet Owners

At MyPetCard, we are committed to delivering exceptional service and ensuring a smooth experience for our customers. However, we understand that issues may arise, and we value feedback as an opportunity to improve. This policy outlines how customers can raise complaints and how we will address them in a fair, timely, and transparent manner.

1. How to lodge a complaint

If you have a complaint about MyPetCard services, you can reach out to us through the following channels:

  • Email: Send your complaint to help@mypetcard.co.uk with a clear description of the issue.
  • Phone Support: Call our helpline at 020 391 65260 to speak directly with a customer service representative.

Information to Include in Your Complaint:

To help us address your complaint quickly, please provide:

  • Your full name and contact details.
  • Your MyPetCard account details including your card token number (this is the number below your name on the back of the card).
  • A clear description of the issue.
  • Any relevant supporting documents, such as screenshots or transaction details.

2. Complaint Handling Process

We take complaints seriously and aim to resolve them efficiently through the following process:

Step 1: Acknowledgment

  • We will acknowledge receipt of your complaint within 24 hours via email or phone.
  • A case reference number will be assigned for tracking.

Step 2: Investigation

  • Our team will assess the complaint and may contact you for additional information if necessary.
  • We aim to resolve most complaints within 3 business days.
  • If further investigation is required, we will inform you of the expected resolution timeframe, which will not exceed 10 business days unless exceptional circumstances arise.

Step 3: Resolution

  • We will provide a formal response explaining our findings and any corrective actions taken.
  • If we determine that an error occurred, we will take immediate steps to resolve it.
  • If your complaint is not upheld, we will provide a clear explanation of our decision.

3. Escalation Process

  • If you don’t agree with our response and you wish to take it further, in the first instance you should contact IDT Financial Services Limited (the card issuer) Complaints Department by writing to complaints@idtfinance.com for further assistance.
  • If, having exhausted the above complaints process with IDT Financial Services Limited, you remain unhappy, you may complain to the Gibraltar Financial Services Commission, PO Box 940, Suite 3, Ground Floor, Atlantic Suites, Europort Avenue, Gibraltar, email complaints@gfsc.gi, web www.fsc.gi. It is important to be aware that legally it is not the role of the Gibraltar Financial Services Commission to resolve complaints between you and IDT Financial Services Limited. If you have not contacted IDT Financial Services Limited, the Gibraltar Financial Services Commission will ask you to contact IDT Financial Services Limited in the first instance, to give them a chance to put things right.

4. Customer Rights & Fair Treatment

  • All complaints will be handled with confidentiality, impartiality, and fairness.
  • Customers will not be charged for submitting a complaint.
  • We are committed to complying with all relevant consumer protection laws and financial regulations.

5. Continuous Improvement

We analyse customer complaints regularly to identify areas for improvement and enhance our service. Your feedback is invaluable in helping us improve the MyPetCard experience.

For further assistance, please contact us at help@mypetcard.co.uk

Thank you for choosing MyPetCard – your trusted partner in pet care savings.