Contact us

    If you have a general query, or want to pass on any comments about using your Multi-currency Cash Passport, please contact Mastercard in the following ways:

    Mail

    Card Services - Access House
    Cygnet Road
    Hampton
    Peterborough, United Kingdom
    PE7 8FJ
    Please note that, in the interest of security, the following subjects cannot be discussed by email or fax. Please phone the Mastercard Global Assistance team, who will be able to assist you in relation to the following:
    • Lost or stolen Cash Passport
    • Queries regarding transactions on your Cash Passport or balance enquiries
    • PIN assistance
    • Guidance setting up your Mastercard My Account
    • Help with forgotten username and/or passwords
    • Card activations
    Please note that, for security reasons, whenever you contact the Mastercard Global Assistance team, you must NOT include your full Cash Passport card number in any written correspondence. The card number should always be supplied by providing the first six and last four digits only.

    Disputed transactions

    If you have a query about a transaction on your Cash Passport, please call the Mastercard Global Assistance team immediately (and in any event within 60 days  of the transaction debit date). They will check your Cash Passport and confirm the transaction details for you. If there is a transaction that is not correct, Mastercard Global Assistance can dispute this on your behalf. You will need to complete a dispute form, sign it, and send the signed version to prepaidmgmt_ppc_disputes@mastercard.com.

    Please help Mastercard Global Assistance to assist you by providing as much information as you can. They’ll send a response within 10 working days of receiving your query.

    Complaints

    Mastercard is committed to providing you with the best possible customer experience. Visit our support partner site, Peoples Group, to get more information on how and where to make a complaint and what we can do to resolve it.

    Raising a new complaint

    The first thing you should do is contact Mastercard Global Assistance by telephone on the number(s) provided in the easy guide supplied with your card. This team will try to resolve your concerns over the phone as quickly as possible for you.

    Alternatively, you can e-mail your complaint or put it in writing to the following address:
    Service Quality - 
Access House

    Cygnet Road
    
Hampton
    
Peterborough, UK
    
PE7 8FJ


    Mastercard is happy to receive and respond to complaints in other languages and will arrange for a translation service to assist where available. When possible, information on their complaints process will be made available in other languages.

    What information do I need to provide?

    • Your card number
    • Your name
    • Your address
    • Your contact telephone number 
    • Clear details of your complaint 
    • What you would like us to do to resolve matters 

    Please note

    If you write to Mastercard for security reasons please do not include your full card number. The card number should always be supplied by providing the first 6 and last 4 digits only, as follows 123456******7890.

    Complaints procedure

    Mastercard aims to resolve your issues as fairly and as quickly as possible. Where possible they will endeavour to resolve your issues as soon as you contact Mastercard Global Assistance. If they need more time to investigate your complaint, you will be sent an acknowledgement letter and Mastercard will keep you updated on their progress throughout the investigation.

    If a complaint is not resolved to your satisfaction once we have sent our final decision, or you would prefer independent advice, you may be entitled to refer your complaint to Canada Post or to a local ombudsman service for investigation. Please see your terms and conditions for more information.