How to complain
At the Gift Voucher Shop we aim to provide a first-class service. However, we do realise that at times we may not meet the high standards you have come to expect from us. If you have a concern about any of our products or services, please tell us. We want to put things right – first time. Your comments help us to improve our services.
Information below is specific to Ireland (excluding Northern Ireland) customers only.
If you are a United Kingdom customer please visit our UK website.
Address: GVS Prepaid (Europe) Limited, PO Box 8942, Malahide, Co Dublin
*Please include your name and address, the details of your complaint and a contact number for us to call you.
Call the Gift Voucher Shop Customer Services Dept. on 01 870 8111.
If you are calling from outside Ireland, the telephone number is 00 353 1 870 8111.
Please note that our Customer Support phone lines are open: Monday to Sunday: 8am to 8pm
What happens when we receive your complaint
We will be pleased to help and explain the complaints procedure in more detail. A copy of the Complaints Procedure is available upon request. We will try and resolve your complaint as soon as possible. Often however, the complaint will need to be investigated. In most cases we will provide a full response to your complaint within five (5) Business Days after the day on which we receive your complaint. However, if we are not able to do so due to exceptional circumstances, we will provide you with a full response within twenty (20) Business Days, in which case we will inform you of the delay.
If your complaint cannot be resolved, you may refer it to the Financial Services and Pensions Ombudsman (the “FSPO”). The FSPO provides a free, independent service which might be able to settle a complaint between you and us.
You can contact the FSPO at The Financial Services and Pensions Ombudsman, 3rd Floor, Lincoln House, Lincoln Place, Dublin 2, D02 VH29
- Email: email@example.com
- Phone: +353 (0)1 567 7000
- Website: www.fspo.ie
If we have not been able to resolve your complaint to your satisfaction and you have bought our product online:
The European Commission has established an online dispute resolution platform (ODR platform) which is specifically designed to help customers resident in the European Union who have been unable to resolve a complaint with traders established in the European Union from which they purchased goods or services online.
You can submit your complaint through the ODR platform in any of the official languages of the European Union. The platform will then send your complaint to the Financial Ombudsman Service for an independent review within 90 days.
You can access the ODR platform here at http://ec.europa.eu/odr You will need:
- our email address: firstname.lastname@example.org; and
- our location: GVS Prepaid (Europe) Limited, c/o PO Box 8942, Malahide, Co Dublin.