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ICE Travellers Cashcard - Complaints Procedure

Our commitment to you

At ICE 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.

We are in receipt of your complaint and we will deal with it promptly, effectively and in a positive manner.

We will acknowledge your complaint within 2 working days of receipt of your complaint.

We will investigate your complaint and endeavour to send a final response to you within 15 days 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.

If more than 15 days from the date of your complaint has past and you haven't received a final response, or you are dissatisfied with the final response you have received or at any stage of the process you can write to:
Financial Ombudsman Service (FOS)
South Quay Plaza
183 Marsh Wall
E14 9SR

For more information please visit the website link and read the guide 'Your Complaint and the Ombudsman'.

You must refer your complaint to the Financial Ombudsman within 6 months of the date on the final response.

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