FAQs

If you are interested in learning more about what Contis can do for you, read through our FAQs below.

Sales enquiryGeneral enquiry

We’ve tried to answer a few of the more frequent questions here. If we have been unable to answer your question, please either send us a sales enquiry or a general enquiry about our solutions.

Can I use my card abroad?

Yes. The card issued on your account is issued in a particular currency, normally sterling (£), but could be euro (€) or US Dollar ($) depending on your product. When you make a purchase in the same currency as your card denomination, the amount you pay is as displayed by the seller. When you make a purchase in a different currency a currency conversion will take place, similar to when you exchange currency to go on holiday. When you are buying an item, using your card, the conversion rate can either be provided by the seller (usually called Dynamic Currency Conversion) or by the card issuer using a rate provided by the card scheme (normally Visa or MasterCard) plus a transaction fee (see your account terms and conditions).

Under the Second Cross Border Payment Regulation (CBPRII), as part of the transaction you will also be provided with a ‘benchmark’ rate from the European Central Bank (ECB) and the ‘mark-up’. The mark-up is the difference between the benchmark rate, the rate being offered by the seller and that being offered by the card issuer, allowing you to make an informed decision on which currency conversion method to accept.

However, in order to calculate the card issuer rate, you will need to use their online calculator: before proceeding to the checkout.

 

To use the calculator:

  1. Enter the amount of the transaction
  2. Enter the card issuer’s bank fee
  3. Enter the date of the transaction
  4. Enter the currency of the card
  5. Enter the currency of the transaction
  6. Select calculate the exchange rate

 

The following details will be displayed

  • The amount of the transaction in your card denominated currency
  • % mark up over the European Central Bank rate
  • Exchange rate used

 

When you proceed to checkout you can compare these details with the details provided by seller and make a decision about which payment option you want to use.

Category: cards

What is the complaints procedure?

We aim to deal with all complaints as quickly as possible and respond within one working day, however, where this is not possible we follow our complaints procedure. We will write to you acknowledging the points in your complaint within 5 working days, and then issue a final response within 15 working days. If we are unable to resolve your complaint within 15 working days we may extend the period to 35 working days, but if this is the case we will let you know via an extension letter.

Should you not be happy with the outcome of your complaint then you may escalate this to the Financial Ombudsman:

Financial Ombudsman Service,
Exchange Tower,
London
E14 9SR.

Telephone: 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK)
email: enquiries@financial-ombudsman.org.uk.

Category: complaints

When will I receive my card?

Your card should be received within 10 days of being ordered, however, they are often received much sooner!

Category: cards

Our Addresses

London

Contis,
Park House,
116 Park Street,
London,
W1K 6SS
United Kingdom

Skipton

Contis,
Navigation House,
Belmont Wharf,
Skipton,
North Yorkshire,
BD23 1RL
United Kingdom

India

Contis Technologies
House “H”, 1st & 2nd Floor
Mondeal Retail Park, Nr Rajpath Club
S.G Highway, Bodakdev
Ahmedabad-380 054, Gujarat, India

Lithuania

Uab “Finansines paslaugos” Contis
Menulio str 11-101
04326, Vilnius
Lithuania

© Copyright Contis Group Ltd 2020. Registered in England and Wales number 06499022. Contis Financial Services Ltd is authorised by the Financial Conduct Authority to issue eMoney (Firm Reference Number: 900025) and is a Principal Member of Visa Europe

We are proud to have won some of the most prestigious awards in our industry.