If you are receiving payment from a Council for care you are legally entitled to have that payment made into a dedicated Bank account that you set up.You do not have to use PPFS.My Council initaill... See more
Company replied
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Review summary
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Reviews shaping this summary
Follow up from comment below (on 11/8). STILL NOT ANSWERING THE PHONE. Request by email (on 12/8/ticket 1248470) says someone will contact me by email within 48 hours - absolutely no contact.... See more
Company replied
Card totally unreliable and many issues when trying to do the simplest thing. Currently cannot log into my account. No-one answering the phone - spent hours with no reply. Company website says CS open... See more
Company replied
The worst banking system is at it again. Do you people realise carers need paying. They have motgages, direct debit, car payments and kids to look after. Request Payment Form hasn't worked for m... See more
Company replied
Company details
Written by the company
Prepaid Financial Services Limited (PFSL) is a trusted provider of prepaid card solutions across the UK. Whether your card was issued through a government scheme, incentive or expense program, PFS puts flexibility and convenience in your hands. Manage your funds, check balances, and track transactions through our secure cardholder portals. Regulated by the Financial Conduct Authority (FCA), PFSL ensures your money is handled with safety, compliance, and care every step of the way. Need assistance? We’re here to help. Contact our support team, your feedback helps us improve and serve you better. Learn more at www.prepaidfinancialservices.com.
Contact info
Fourth Floor, 35 Great St Helen's, EC3A 6AP, London, United Kingdom
- PFSLenquiries@emlpayments.com
- prepaidfinancialservices.com
1.1
Bad
464 reviews
No history of asking for reviews
This company hasn't invited their customers, so reviews may not be representative
Replied to 100% of negative reviews
Typically replies within 1 week
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Absolutely not fit for the purpose !
Absolutely not fit for the purpose !! Zero Communication... No customer service response even after holding for over 70 minutes and for few times!!
Unable to understand how are they progressing with the ongoing issues with access to Prepaid accounts.... unable to pay carers who live only on their care job income.... There should be a serious investigation and enquiry on as to how the contract was signed with Prepaid Financial and all Councils need to get away from them and find an alternate method..... Prepaid Financial are providing a disgraceful service
July 23, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're sorry to hear about your experience. As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Unable to pay staff
Absolutely horrendous, we're unable to access the accounts which are there to pay P.A's also to enrich lives of the people needing support, this needs sorting quickly it's been well over a week and it doesn't take this long . The councils need to step in with some sort of solution we pay insurance maybe we should all be claiming on that to pay wages ect . Just disgusting!!!
July 23, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Samantha,
We’re sorry your experience hasn’t met expectations. We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi Samantha,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Liquidation - if so, please tell us!!!
1) When the website was running it did not show the reference for each transaction, making it very difficult to reconcile their records to mine.
2) The website was down on 13/7/25 and seems to be down ever since. There is a link to the liquidators for the Irish sister company, which went into liquidation today, but no one from Prepaid Services (UK) is telling us anything. Will we be able to get access to our accounts? If so, when?
Most PAs are earning not much more than minimum wage, and many Direct Payment employers are dependent on the Direct Payments to be able to pay for care. We need to know when we will be able to pay our PAs and it needs to be sorted quickly. Neither employers or PAs can afford to be waiting weeks for this to be sorted,
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through.
To check the status of your specific case, we’ll need a bit more information. We’ll reach out to you via direct message to assist further.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Shocking service
Shocking service, zero communication. Carers across the country havnt been paid for weeks. Hopefully you lose the contract and a gang of monkeys take over, will be a far better service
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience was less than ideal.
Most issues have been resolved, but we’d appreciate more details so we can confirm whether your situation has been addressed.
We will reach out via DM for further info, so we can better assist you.
Kind regards,
The PSFL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Absolutely scandalous
As per all the other reviews, we are left not being able to pay staff as the system has been down for a week. Called Lancashire authority who don't have any idea when the system will be up and running. The only solution given is for us to pay the staff ourselves and claim back when the system is back up again. We have disabled children...where is this money coming from? Can't get through to the PFS helpline and just goes dead after over an hour. They dont even acknowledge the problem on their answer phone message. Grrrr
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Gillian.
We're really sorry to hear this. We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Gillian,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
These guys are complete and utterly…
These guys are complete and utterly useless. I have telephone them multiple times - they never pick up. I have also email them and use their on-line forms to find out why I cannot access the DP account.
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Awful system been down for days call…
Awful system been down for days call wait time in excess of 45 minutes . The call centre staff spoke to me like I was an idiot , went round in circles . It’s ridiculous they are getting paid to provide a service in the mean time it’s stressful for the people who are due to get paid…. (Also feel sorry for the people from the council who administer the direct payments as it’s not their doing )
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
INCIDENT NO ACCESS
The incident that has happened a few weeks ago is still not allowing us to access the accounts. No emails to let anyone know what is happening and how are we meant to carry on without being able to access the card. Been waiting for over 1hour 35 minutes so far for someone to answer the phone, This is an absolute disgrace
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
To everyone
To everyone. The council have a duty under the Care Act, to pay you direct payments against the completed assessment originally made regarding someones needs. I have contacted my council, and they have said they will pay the carers until PFS is back up and running. I think all of you should do the same, the council needs a majority to understand the true figure of who has been affected. Also, I've asked to go back to the council paying into my bank, as you have the choice of PFS or Bank payments with direct payments.
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Enough Is Enough
I am absolutely appalled by the inhumane and negligent treatment I have received from Prepaid Financial Services. For over two weeks now, I have been unable to access my account in order to pay my severely disabled son’s carers. As a direct result, I now owe over £1,000 in unpaid care. The lack of support, clear communication, and alternative payment options has placed an unbearable amount of stress on both myself and—far more critically—on my son, whose mental and physical wellbeing are already severely compromised.
Due to this ongoing failure, I have had no choice but to tell his carers to cancel all future care. The ripple effect of this is devastating. My son’s needs are not being met, his stability is being threatened, and I am unable to work without adequate care in place for him. The emotional and financial toll is overwhelming.
When I contacted customer services on Friday, I was told my account would be accessible by the end of the weekend and that I was now considered a “priority.” Not only did that promise prove to be false, it’s utterly offensive to suggest some service users are more important than others during a crisis like this. I reassured my son’s carers they would be paid within 48 hours based on that information—information that turned out to be completely untrue.
It’s now Tuesday, and I still cannot access the account. The promises made by customer service have not only proven empty, they now appear to be intentional fabrications designed to pacify desperate users. It is hard to believe that this dishonesty is not sanctioned from the top, which suggests a complete abandonment of ethical responsibility.
This is not just poor service—it is cruel. It is harmful. And it is utterly unacceptable. Vulnerable people are being put at serious risk due to your incompetence and indifference. You must take immediate action to rectify this situation—not just for me, but for all service users currently suffering in silence. And you must instruct your staff to stop giving false hope. That’s not reassurance—it’s lying.
Enough is enough.
July 22, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Now they set a memorable word but what…
Now they set a memorable word but what is it? Spent 2 days trying to get through to them. 2 hours on hold each time for them to put the phone down from 8am to 6pm. 7 hours yesterday for the last call to change from someone will be with me shortly to we are now closed. 8am today and yep on hold again. Can't access the card. I've done password, then one time code and now a memorable word that I don't have. Website says go onto your account and change it if you don't know it, HOW when you can't access account. Anyone know another way to get through to them? I dread going on here each month, making me ill
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience hasn’t met expectations.
We're working hard to smooth out issues from the recent platform migration. Some may already be resolved however, we’d need more context to check if this applies to you.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
0 stars
0 stars. 17 hrs of telephone calls and no one answering the customer service line, Noel Moran is the owner if you type his name and pfs his email address will be available to make a complaint let’s hope it’s sorted out soon.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We’re sorry your experience was less than ideal.
Most issues have been resolved, but we’d appreciate more details so we can confirm whether your situation has been addressed.
We will reach out via DM for further info, so we can better assist you.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
I agree with everyone else who left a review. 1 star is too good a grade
I agree with everyone else who left a review. This is day 9, and I still have not paid my PA her June 2025 pay. It's unacceptable.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Nicole,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
I would have given 0 if i could have
I would have given 0 if i could have . Since their systems crashed or whatever has really happened there has been no communication - people left unable to pay staff they employ to care for people with disabilities . This is absolutely shocking and needs exposing - Terrible uncaring company
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Janice,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi Janice,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
No customer service
The website has been down for a while, yet no communication to say what the issue is and when they expect it to be fixed, let alone any apology. Very poor service, all the while Carers, Day Care services and others who are doing their jobs who are suffering.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through. To check the status of your specific case, we’ll need a bit more information.
We’ll reach out to you via direct message to assist further.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Disgusting Treatment for Carers
If I could give a zero I would. Nobody is answering the customer service phone for this company, the portal I use to pay the personal assistants for my daughter's care is not working, how are we supposed to pay the people that care for our disabled relatives? This has been going on for over a week, and nothing has changed. I contacted the department in Devon County Council who set up my daughter's care plan funding today, expressing my concern, and they knew nothing about what is happening with the company Prepaid Financial services (who hold the funds for these care plans). Absolutely disgusting treatment from this company, with no forthcoming information as to what's happening!
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Karen,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Karen,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
Unable to log in for nearly a week
Impossible to log in for nearly a week. Cannot access personal budget account to pay carers. No reply from customer services - held on for over an hour. The website continues to display the same message that they are experiencing problems. Disgraceful.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
UPDATE:
Hi there,
We're glad that your issue has now been resolved.
We sincerely apologise again for any inconvenience this may have caused.
If you have any issues or need any further support, please let us know.
Kind regards,
The PFSL Team
Actually zero stars!
Actually zero stars!
System has been down for several days that I know of. Trying to pay carers and the situation is now urgent but no response from PFS.
Lack of communication is absolutely unacceptable.
Dreadful experience!
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Gillian,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Gillian,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
Pure & utter disgrace
Pure & utter disgrace with no regard for customers mental health while this fiasco continues into a 2nd week.
Local councils must be well and truly harassed by the situation too.
Who is going to take control of the situation? It is TOTALLY NOT ACCEPTABLE to think that a message on the portal logon page will suffice. Families who are already stressed need to pay their loved ones care bills. Carers need paying. It’s just beyond words.
Presume Wes Streeting, Secretary of State for Health and Social Care is aware of this unbelievable situation? If so, then why has a statement not been made via the media to give an update and to try and reassure people?
This company are not even worth one star but there was no other option.
PLEASE CAN SOMEONE RESOLVE THIS NIGHTMARE
UPDATE 23.07.25 pm
Have finally accessed the PFS system and been able to make a payment. The payee details had totally disappeared though so had to set them up again!?!
BBC News have an article this evening titled “Tech glitch leaves some disabled people unable to pay for care”. They ask “Have you been affected by this tech glitch? Get in touch via the contact form”.
Let’s hope nothing like this happens again & PFS seriously get their act together.
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Melanie,
We're sorry to hear about your experience.
As part of our recent platform migration, we’re aware that some cardholders encountered issues. While many of these have already been resolved, a few are still being worked through.
Kind regards,
The PFSL Team
UPDATE:
Hi Melanie,
Thank you for info you've provided via DM.
I will reach out to a member of our customer support team to contact you.
Kind regards,
The PFSL Team
i have been trying to get through to…
i have been trying to get through to customer services. Got cut off after an hour on hold now been waiting over half and hour. I cant get into my account the system is just taking. me round in circles. They must be making a fortune off local councils they need to employ more staff!
July 21, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Carla,
We're really sorry to hear this.
We’ve recently gone through a tech platform migration, and while many known issues have been resolved, we can’t always identify individual cases without more information.
We’ll reach out via DM to see if you’re still experiencing problems or aren’t sure if yours has been resolved.
Kind regards,
The PFSL Team
UPDATE:
Hi Carla,
We haven't received a response since we reached out via DM
If you need any further support, please let us know.
Kind regards,
The PFSL Team
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