Whether you want to check your statement, find out how many points you have, make a payment, let us know you’re moving home, or even report a lost or stolen card, we can help.

By Telephone

Don’t hesitate to call House of Fraser Card Services on:
0871 522 5827
(calls cost 10p per minute plus network extras. Calls may be recorded and monitored for training and security purposes). The lines are open Monday – Sunday, 8am –9pm.

By Post

Send a letter to:

House of Fraser Card Services
PO Box 700
Leeds
LS99 2BD

Activating a Recognition MasterCard

If you have recently received a new or replacement MasterCard, before you can use it, you will need to activate it by calling 0808 156 5595. The lines are open Monday - Thursday 9am - 8pm, Friday 9am - 7pm and Saturday 9am - 5pm. Closed on Sunday.

Loss or theft of cards

If your Card has been lost or stolen you should report it to us immediately on our Lost and Stolen Card Helpline – 0871 522 5827 (Calls cost 10p per minute plus network extras. Calls may be recorded and monitored for training and security purposes). We will stop all transactions and will arrange for a replacement card to be sent to you as soon as possible.

Complaints

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.

Alternatively 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.