Complaints Policy

Complaints Policy for Science Card Limited
Make a complaint

We want all of our users to have an amazing experience with Science Card, but sometimes things go wrong, so when we hear that you have some concerns, we want to try and correct these as soon as we possibly can.

1. You have a complaint, what should you do?

You can make your complaint through any of these channels:

- Via the app;
- By sending an email to us at;
- If you’d prefer, you can put your complaint in writing and send it to:

Complaints Team
Science Card Limited
Level 30, The Leadenhall Building
122 Leadenhall Street

You’ll need to tell us:

- Your name and surname;
- The phone number and email address associated with your account;
- What the issue is;
- When the problem arose; and
- How you'd like us to put the matter right.

2. What happens next?

We will get in touch with you within 5 business days to confirm that we have received your complaint and if required, to ask for more information like screenshots or emails.  Where possible, we'll also attempt to resolve your complaint within this timeframe. Please note that we're typically allowed up to 15 days (or in some cases up to 8 weeks) to investigate your complaint and produce what's called a 'final response' that states the outcome of your complaint.

3. Outcome

We will keep you informed of our progress and our decision. In most cases we can resolve issues and concerns amicably.

If you're still not happy, you can ask the Financial Ombudsman Service to look at your case. This service is free.

Here’s how you can contact them:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

Phone: 0800 023 4 567