1. What if I have a query about my Recognition MasterCard or Account Card?

Queries regarding your account should be directed to Santander Cards UK Limited who operate the Recognition Cards on behalf of House of Fraser. House of Fraser Card Services can be contacted on 0871 552 5827 (calls cost 10p per minute plus network extras. Calls may be monitored and recorded for training and security purposes. Opening hours are: 8am to 9pm, 7 days a week).

2. What if I have a complaint about my Recognition account?

Please write to us internally at Complaints Department, Santander Cards, Capital House 2, Bruntcliffe Way, Leeds LS27 0JG. If we do not resolve your complaint internally to your satisfaction, you can refer it to: The Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0300 123 9 123. E-mail: enquiries@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk

You may find it helpful, before you are entitled to go the Financial Ombudsman Service, to make use of the Finance and Leasing Association’s conciliation scheme to resolve your complaint. You can write to The Complaints Manager, Finance and Leasing Association, Imperial House, 15 – 19 Kingsway, London WC2B 6UN. Fax: 020 7420 9600. Email: code@fla.org.uk.

3. Who are Santander Cards UK Limited and how do I contact them?

Santander Cards UK Limited, issue and operate the Recognition Cards.
Santander Cards UK Limited can be contacted on 0870 125 2537 (Opening hours are: Monday - Friday: 8am to 8pm. Saturday - Sunday: 9am - 5pm).

Santander Cards UK Limited is a member of the Finance and Leasing Association. They run a conciliation and arbitration scheme to help members and their customers resolve difficulties. For more information, you can write to them at: Finance and Leasing Association, Imperial House, 15-19 Kingsway, London WC2B 6UN, or, visit www.fla.org.uk.

Santander Cards UK Limited subscribes to the Lending Code which sets standards of good banking practice for financial institutions to follow. Compliance with the Code is monitored by the Lending Standards Board. If you would like more information, please contact us or alternatively you can visit the Lending Standards Board website here.

Key facts about Santander Cards UK Limited:

• Card Services contact address: House of Fraser Card Services, PO Box 700, Leeds, LS99 2BD
• Credit is provided by Santander Cards UK Limited, Registered Office, 2 Triton Square, Regent's Place, London NW1 3AN
• Company Registered in England and Wales. Registered Number 1456283
• Santander Cards UK Limited are licensed by the Office of Fair Trading (Consumer Credit Licence Number: 154771) and registered with the Financial Services Authority (reference number 204572). Further details are available at www.oft.gov.uk and www.fsa.gov.uk
• Santander Cards UK Limited, are registered with the Office of the Information Commissioner - Data Protection Register Entry Number Z5750586

VAT registration number - GB545 723 044

If you'd like to find out more, please visit Santander Cards UK.

4. How do I contact House of Fraser?

If you have a query relating to an item you have purchased in store, in the first instance you should contact the store of purchase.

If you have a query regarding a purchase you have made at www.houseoffraser.co.uk please contact Fraserline on 0845 602 1073 quoting your order number. 

If you have a general comment about your Recognition Card please contact Card Services, House of Fraser, 27 Baker St, London W1U 8AH.  Please note, House of Fraser cannot access your account details.

5. What is the lending code?

This is a voluntary code of practice which sets standards for financial institutions to follow when they are dealing with their personal customers in the United Kingdom. You can access the consumer guide to the code here, The Lending Code