How to complain

Information below is specific to the UK (including Northern Ireland) customers only.
If you are an Irish customer please click here.

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.
If you want to make a complaint, you can contact us in the following ways.

  • In writing or by email
    • Send a letter addressed to the Customer Service Manager at the following address:
      GVS Prepaid Limited, PO Box 52796, London, EC1P 1ZA
    • Email address : complaints@one4all.com
      Please include your name and address, the details of your complaint and a contact number for us to call you.
    • By telephone
      Call the Gift Voucher Shop Customer Services Dept. on 0370 0854 141. If you are calling from outside the UK, the telephone number is 00 353 1 870 8100.

    They 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 fifteen (15) 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 thirty-five (35) 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 Ombudsman Service (the “FOS”).  The FOS provides a free, independent service which might be able to settle a complaint between you and us..  You can contact the FOS at

Financial Ombudsman Service
Exchange Tower
E14 9SR

Website: www.financial-ombudsman.org.uk.
Email: complaint.info@financial-ombudsman.org.uk
Telephone 0800 023 4567 or 0300 123 9123
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
You will need:
our email address:complaints@one4all.com
our website address: www.one4all.com; and
our location: GVS Prepaid Limited, PO Box 52796, London, EC1P 1ZA