How to make a complaint to Cardnet

We aim to give you the highest level of service. So if we make a mistake, or if there's something you feel we could do better, please tell us. We’ll do our best to put it right.

Call

New to Cardnet?

0330 134 7976

9am to 5pm Monday to Saturday


Already a customer?

When you call us, please have your merchant ID ready.

01268 567 100

8am to 9pm Monday to Saturday

Online

Email

cardnet_complaints@lloydsbanking.com

Live chat

Or chat to us live (bottom right on this page).

For security reasons, never send your merchant ID over the internet.

Letter

Cardnet Merchant Services
Phoenix House
Christopher Martin Road
Basildon
Essex
SS14 3EZ

Call

New to Cardnet?

0330 134 7976

9am to 5pm Monday to Saturday


Already a customer?

When you call us, please have your merchant ID ready.

01268 567 100

8am to 9pm Monday to Saturday.

Online

Email

cardnet_complaints@lloydsbanking.com

Live chat

Or chat to us live (bottom right on this page).

For security reasons, never send your merchant ID over the internet.

Letter

Cardnet Merchant Services
Phoenix House
Christopher Martin Road
Basildon
Essex
SS14 3EZ

What to expect if your complaint is about payment services

Received

We'll confirm within 5 business days of receiving your complaint. This is the same whether you call, email or write a letter.

Final response

We aim to resolve your complaint and give you a final response within 15 calendar days of receiving your complaint.

Exceptions

We'll agree a different timescale with you if we think it'll take longer. If there's a delay outside our control, we'll respond within 35 calendar days.

If your complaint isn’t about payment services, the Financial Conduct Authority gives us eight calendar weeks to give you a final response. But we aim to resolve all complaints within 15 calendar days.

If you’re unhappy with our final response

You may be able to refer your complaint to the Financial Ombudsman Service (FOS), should you be unhappy with the outcome. The FOS can consider complaints from individuals, certain small businesses and charities. Not all Lloyds Bank business customers can use this scheme. You’ll find more on financial-ombudsman.org.uk.

If you can’t complain through the FOS, you may be able to ask the Business Banking Resolution Service (BBRS) to review your complaint. You can use the BBRS for free. 

Please note that the BBRS is closing, and it will not accept the registration of any complaints after 13th December 2024.

For further information, please refer to the BBRS website, https://thebbrs.org/, or email contactus@thebbrs.org or telephone on 0345 646 8825. Alternatively, you can write to the BBRS at, Business Banking Resolution Service, CEDR - Centre for Effective Dispute Resolution, 100 St Paul’s Churchyard, London, EC4M 8BU.

Raising a complaint with us will not affect your rights to pursue the issue through formal (legal) proceedings.

Frequently asked questions

Frequently asked questions

Get answers to common questions about taking payments with Cardnet.

Find an answer

Important legal information

Cardnet® is a registered trademark of Lloyds Bank plc.

We may monitor or record calls to make sure we have carried out your instructions correctly and to help improve the quality of our service.

Please remember we cannot guarantee the security of messages sent by email.

Lloyds Bank plc and Bank of Scotland plc (member of Lloyds Banking Group) are authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority.

Authorisation can be checked on the Financial Services Register at www.fca.org.uk