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Customer service

We offer various options for delivering Customer Service to account holders:

Full Customer Service Contact Centre provided by Contis

  • We can provide access to a complete Customer Contact Centre, managing account enquiries over the telephone and/or via email.
  • All our Advisors are fully trained, with regular quality assurance assessments and coaching, to ensure they are delivering to the highest of standards
  • We can provide multi-language IVR for account balance and PIN retrieval
  • In the near future we will have multi-lingual web chat capability enabled
  • Our Customer Contact Centre opening hours are:
    • Monday to Friday 8am to 8pm and
    • Saturdays 8am to 4pm
  • The Lost and Stolen card reporting line is open 24 hours a day


If you want to manage your own account holder Customer Service

  • We can provide you with full account visibility and account servicing using our Customer Relationship Management (CRM) portal, available via our Contis API Integration.
  • Our CRM portal allows you to cater for customers’ needs, giving you immediate access to all required data and account information, including:
    • Accurate account holder balances
    • Details of all transactions, both incoming and outgoing
    • Ability to set up and amend payment and transfer beneficiaries
    • Ability set up and make payments on end-users’ behalf
  • Account holder options are available via an Internet Portal, Mobile App and/or IVR
  • Any Customer Service function needs to have an on-site audit by Contis prior to approval and on an annual basis
  • All clients have access to the Client Support Team to assist with queries, open from:
    • Monday to Friday 8am until 6pm
    • Saturday 8am until 4pm

Loyalty & rewards

Contis App / Portal build

  • Available to card programmes in the UK only
  • Subject to approval (application is made during programme implementation)
  • Cashback rewards can be earned when purchases are made online and in-store at the listed retailers
  • Online Rewards programme is available for online purchases, providing access to discounts and special offers
  • Typical annual saving of £527.00 based upon average spend (Engage customers 2017)

Know your customer (KYC)

KYC (also known as ‘Customer Due Diligence’) is the identification and verification of a client’s customers. KYC is a mandatory, legal requirement for all accounts whether consumer or corporate.

KYC incorporates the verification of identity, the understanding of client’s business and the purpose and understanding of a customer’s usage of a financial product and is an important element of the Contis Anti Money Laundering policy.

DIY build

  • Client is welcome to complete its own KYC
  • On-site audit of client’s KYC process conducted by Contis is mandatory

Contis App / Portal

  • Contis offers full KYC as part of its individual or bulk onboarding capability
  • Provision is embedded in the platform UI or through API methods for client-built UIs
  • Full best-in-class biometric front-end built into customer journey
  • Back-end KYC incl. PEPs and Sanctions checks
  • For more information on KYC, see below

Consumer KYC

  • Electronic verification is the preferred method of identity verification for our products
  • A search is undertaken using a trusted partner to verify applicant name, address and date of birth
  • Referred applicants are sent an email and must provide additional documentation for manual review
  • A sanctions check against relevant list must be performed
  • It is also necessary to perform checks on ‘Politically Exposed Persons’ (PEPs)

Corporate KYC

  • Contis will verify the identity of the client and the purpose of their business
  • Every client is required to provide documentation for themselves and each associated corporate business for Compliance approval
  • A Product Specification is created detailing the purpose of the programme
  • An Anti Money Laundering and Terrorism Financing Risk Assessment form is completed for Compliance review.

SCA / Authentication

Strong Customer Authentication (SCA) is a requirement of the European Payment Services Directive (PSD2) to reduce fraud by asking customers for additional verification when transacting online.

Contis offers two solutions to enable customers to authenticate simply and easily: single and multi authentication. 


Contis App / Portal

  • Envelopes is a budgeting tool that allows customers to put money away and manage payments.
  • Envelopes are available to card and payments programmes throughout the EEA
  • Envelope names can be customised
  • System automatically calculates surplus funds for spending
  • Funds can also be scheduled for release from outbound envelopes onto the card-available balance

Payroll services

Contis APIs can provide any business that makes payments with a sleek Faster Payments based payroll solution. Save huge amounts of time against manual CSV uploads and reduce the risk of fraud and data breaches by automating the process. This solution is also effective for IR35 compliant umbrella companies looking to speed up and automate outdated payroll processes.

Fraud management

For transaction monitoring and fraud prevention, Contis has implemented Featurespace’s ARIC Risk Hub, a real time dynamic financial crime monitoring platform.

ARIC, a best in class solution, is deployed by some of the world’s largest banks, payment processors and merchant acquirers to identify fraud on their banking and payments platforms, enabling prompt and effective mitigation to be put in place.

Like the rest of Contis’ platform, ARIC is highly configurable and capable of being adapted to run programme-specific ‘rules+’ based monitoring and decisioning. 

Platform uptime

Our systems are extremely reliable: our platform boasts 99.99% uptime. This high performance allows us to guarantee operational peace of mind for our clients and a seamless experience to consumers. 

PCI DSS Level 1

The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organisations that handle branded credit cards from the major card schemes. The standard was created to increase controls around cardholder data to reduce card fraud. There are four levels of PCI Compliance and these are based on how much you process per year, as well as other details about the level of risk assessed by payment brands. Level 1 is the highest level. 

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To learn more about what Contis can do for you, contact us.


© Copyright Contis Group Ltd 2021. Registered in England and Wales number 06499022. Contis Financial Services Ltd is authorised by the Financial Conduct Authority to issue eMoney in the UK (Firm Reference Number: 900025) and is a Principal Member of Visa Europe. In the EEA, the accounts and Visa cards are issued by UAB “Finansinės paslaugos „Contis“ who holds the electronic money institution license No. 53, dated 23-07-2019, issued by the Bank of Lithuania, and is a member of Visa.

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