UK Cardholders
About Us
Enfuce UK Ltd is an authorised Electronic Money Institution, which means we are approved by the Financial Conduct Authority to issue, distribute and redeem electronic money, and to issue cards.
We do not issue cards directly to cardholders. We set up card programmes in collaboration with our programme partners, who distribute cards and provide support to cardholders. Our programme partners accept and process card applications on our behalf. They also develop and manage website and mobile applications, where cardholders can apply for and manage their cards.
Please note, we are not a bank. Our prepaid cards are an electronic money product. Please note that your money is not protected by the Financial Services Compensation Scheme (FSCS). Instead, we safeguard your money by holding it separately from our own in a specifically designated bank account, referred to as a ‘safeguarding’ account. The account has special status as required under the Electronic Money Regulations 2011. It means that in the unlikely event we become insolvent cardholders will receive their funds in priority of any other creditors, except for expenses relating to the operation of the safeguarding bank account or for costs of the insolvency practitioner related to the distribution of cardholder funds.
Contact Us
If you have any questions regarding the use of your card, or use of the website or mobile application, please contact your Programme Partner who provided you with your card. They will have a trained team dedicated to supporting you.
For any questions relating to the service you have received, or if you wish to make a complaint, in the first instance we would encourage you to raise any issues with the Programme Partner that you applied for or have a card with. However, you do also have the option to contact us directly via the following contact channels:
Telephone: 0203 093 5735
Address: Enfuce UK Ltd, 90 High Holborn, London WC1V 6LJ
Email: complaintsuk@enfuce.com
General Enquiries: ukenquiries@enfuce.com
Your complaint should be resolved within 3 business days of receipt, however, where this is not possible, we will issue you with a final response to your complaint within 15 business days. If in exceptional circumstances further time is needed to investigate your complaint, you will be informed of the reason for any delays and will receive a final response by no later than 35 business days after the complaint was received. If you are dissatisfied with the outcome of the complaint, you may refer this to the Financial Ombudsman Service. Please find their contact details below:
Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Telephone: 08000234567
Email: complaint.info@financial-ombudsman.org.uk