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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 8 weeks 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 8 weeks 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
  • London
  • 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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