Complaints

Love2shop complaints:
We hope that you never have to complaint about our Love2shop products or services, however we accept that on some occasion's things can go wrong.
Where we are at fault, we want to put things right as quickly as possible, and will apologise to you.

If you are unhappy with our Love2shop products or services for any reason, you should tell us so that we can investigate your concerns.

Contacting the correct department:
Love2shop flexecash Cards
  • Telephone: 0344 375 0739 (Monday to Friday 9am - 5pm excluding UK Bank Holidays)
  • Email: getus@flexecash.com
  • Post: Card Services, flexecash Complaints, Valley Road, Birkenhead, Wirral, CH41 7ED
Mastercard Cards
  • Telephone: 0330 123 2712 (Monday to Friday 9am - 5pm excluding UK Bank Holidays)
  • Email: cardservices@love2shop.co.uk
  • Post: Card Services, Mastercard Complaints, Valley Road, Birkenhead, Wirral, CH41 7ED
Complaints Procedure for Love2shop Cards issued by flexecash:
Our commitment to you
At Park each of our customers is important to us, and we believe you have the right to a fair, swift and courteous service at all times. However there may be occasions when you feel levels of service you have received has fallen below an acceptable standard. If this is the case you should contact us to voice your concerns.

How to complain
You may contact us by:
  • Telephone: 0151 6531711 (Monday to Friday 9am - 5pm excluding Bank Holidays)
  • Email: samantha.lomax@parkdirect.co.uk
  • Post: Mrs S Lomax,
    flexecash Complaints,
    Valley Road, Birkenhead,
    Wirral, CH41 7ED
When we are in receipt of your complaint we will deal with it promptly, effectively and in positive manner.
Park Group Complaints Procedure
  • In most cases we hope to resolve any problems within 24 hours. In some cases, we understand that it is not possible to resolve a problem in that time frame, and in those cases we will write to you within 5 days of receiving your complaint to acknowledge your concerns.
  • We will investigate your complaint and endeavour to send a final response to you within 4 weeks of receipt of your complaint. If we are unable to provide you with a final response within this time we will send you an update.
  • We will endeavour to send you a final response to you within 8 weeks of your complaint. If we are unable to provide you with a final response within the this time frame, we will write to you explaining why and advise you when you can expect a final response.
  • If more than 8 weeks from the date of your complaint has passed and you haven't received a final response, or you are dissatisfied with the final response you have received (at any stage of the process) you can contact the Financial Ombudsman Service.
The Financial Ombudsman Service
The final Ombudsman Service is an independent and impartial service that looks to settle disputes between Authorised Firms and their customers. You may, free of charge, refer your complaint to the financial Ombudsman Service, but must do so within 6 months of the date of our final response.
  • Telephone: 0800 023 4567
  • Email: complaints.info@financial-ombudsman.ork.uk
  • Post: Exchange Tower, London, E14 9SR
Further information can be found on the Financial Ombudsman Service website at: www.finalcial-ombudsman.org.uk