Complaints Handling Procedure
We value your feedback. Letting us know when you are not happy with our products or service gives us the opportunity to put matters right for you and improve our products and service for everybody.
In the first instance
Let us know what we’ve done wrong or what it is that you’re not happy with by calling us on:
0345 862 2935 (UK)
+44 1244 470910 (International)
Our opening hours are Monday to Friday, 9:00 to 17:30 (excluding bank holidays).
You can also write to us by email on firstname.lastname@example.org or by post at:
Customer Services Diners Club UK & Ireland Unit 8 Wilkinson Business Park, Clywedog Road South, Wrexham Industrial Estate, Wrexham LL13 9AE
If you are complaining on behalf of someone else, please include their written consent (if you are making your complaint by letter or email) as this will speed up the process.
If we can’t resolve your complaint straightaway, we will continue to investigate the matter and keep you updated on our progress. Once our investigation is complete we will write to you with our final response.
If your complaint is not resolved
Our aim is to resolve your complaint promptly, fairly and to your satisfaction within 15 business days, if we are unable to do so we will keep you updated on our investigation and provide a final response letter within 7 weeks. However, if you remain dissatisfied with our response to your complaint, or we have not completed our investigation after 7 weeks, you may be eligible to refer your complaint to the Financial Ombudsman Service using the details below:
0800 023 4567 (free from mobiles and landlines)
0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers)
+44 20 7964 0500 (International)
or by writing to:
The Financial Ombudsman Service Exchange Tower London E14 9SR
Further information can be found on their website – www.financial-ombudsman.org.uk.
The service the Ombudsman provides is free and impartial, and contacting them at any stage does not affect your legal rights.
If you are unsure whether you are able to refer your complaint to the FOS, you may either contact us or the Ombudsman for assistance. If you are not eligible to escalate your complaint to the Ombudsman, Affiniture Cards Limited does not offer an alternative dispute resolution service.