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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Worst bank ive ever dealt with
Worst bank ive ever dealt with. Hardly ever works got to pay carer, got to pay tax bill, got to pay dtc and cant do any of it for days, shocking. Would give a zero star if i could.
Update: I don't want your help in DM since you have just copied and pasted the same response to everyone. It's further proof of how incompetent you are as an organisation. Not interested
July 17, 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
UPDATE:
Hi Eugenio,
I know an apology doesn’t fix the situation, but I’m really sorry for what you’ve gone through.
Most issues have been resolved at this point but they're are still some customers effected.
Please reach out for support if your still experiencing problems.
Kind regards,
The PFSL Team
This seems to be a problem nationwide
This seems to be a problem nationwide, we are in Torquay Devon, and we are unable to pay our care team as well, I'm surprised this hasn't hit the local and national news, how long do carers have to go without being paid. It's disgraceful.
July 14, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Robert,
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 Robert,
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
4 days innaccessible so far
Has had occasional problems with online access being down in the past, but currently it's been down 4 days that I know of, meaning no way to pay Personal Assistant's wages.
I managed to get through to the customer service helpline once, and was told they are working on it.
Spoke to my local council, and they say it seems to be a nationwide issue at the moment, and PFS have told them they are prioritising getting it back up - but no indication of when that will be yet.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Neil,
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 Neil,
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
Not fit for purpose
As many people have said this company is not fit for purpose. It's always been difficult to use the very unfriendly computer system and extremely long wait times to talk to customer service (Joke!).
I support people with mental health difficulties and this is making them more stressed.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Martin,
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 Martin,
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
Absolutely shocking bank and customer…
Absolutely shocking bank and customer services.
I have been trying to pay for my daughters respite care and carers since Sunday and have been told by our local council that Prepaid services decided at the last moment to change their banking system without warning any councils and now hundreds of service users are unable to pay their carers and also unable to access their disability services due to not having access to accounts.
If I could give no star I would.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Kerry,
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 Kerry,
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
The web site has been down for 5 days…
The web site has been down for 5 days they promised to sort it after 1day. Staff have not been paid. They should have -5 stars and be fired by the local authorities
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
Council's knew in January 2024 that…
Council's knew in January 2024 that this company was going into liquidation
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi there,
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,
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
PFS don't even deserve a 1 star
PFS don't even deserve a 1 star. Systems have been down for days and no one answers calls or emails. My PAs have been waiting for a week now to be paid but I cannot log in to my account to pay them. Local councils need to do more and do something about this.
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,
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
PREPAID FS is not fit for purpose
PREPAID FS is not fit for purpose. For the sixth time in year my account cannot be accessed. It is very difficult to use at the best of times.I am unable to pay carers and am required to find alternative funding. This week I have spent a total of 3 hours attempting to contact them. A recorded message tells me that all agents a busy and they will be with me shortly. In the past my account has been fraudulently compromised followed by 3 months hassle. CUSTOMER SERVICE PATHETIC
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Fred,
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 Fred,
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
Can't access my account
Can't access my account. Have sent several emails. Gave up calling after waiting for 3 hours. Pathetic company.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Duncan,
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 Duncan,
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
Stressed to hell
4 days online and on customer services phoneline ! This service is awful constant problems with login to account to pay care bills .
I am exhausted and stressed enough as a carer without this company. Derbyshire County Council needed to end this now !
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
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
4 days with no access to account and no…
4 days with no access to account and no indication when this will be fixed. No excuse in this day and age for a service to be down so long. No surprise it coincides with last week of term, maybe the councils don’t want us to have access to the funds so they can withdraw for not being used!
Update: made it through to a customer service agent and then got cut off. Total of 3 hours on hold today!
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,
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
System still down now for 3 days
System still down now for 3 days, no explanation no pre -warning all our clients are now without money. Absolute disgrace that this can happen.
This company should be banned from operating a financial service.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Debbie,
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 Debbie,
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
A Complete Farce – A System Designed to Fail Those Who Need It Most
This service is an absolute disgrace — yet another ill-conceived government initiative that squanders taxpayers’ money while providing little to no meaningful support to the people it’s supposedly designed to help. The entire system is a bureaucratic nightmare, and it's painfully clear that those who designed it have no understanding of the reality faced by carers.
The portal has been down for days, leaving carers stranded with no access to pay wages for the only support they receive. We’ve tried multiple times to get help through the customer service line — when it’s even functioning — and on a good day, you can expect to wait upwards of 30 minutes just to speak to someone. Even then, you're met with vague, unhelpful responses from overwhelmed staff who are clearly inundated with complaints from other frustrated users. It’s chaos.
This service is not just inefficient — it is actively harmful. Carers, already physically and emotionally exhausted, are left hanging with no way to pay for essential help. The stress this system creates far outweighs the meagre £28 a week they offer in so-called "support." Honestly, we deeply regret ever bothering with it. Paying privately was expensive, yes — but at least it was reliable and didn’t come with this level of incompetence and anxiety.
The reality is this: the system is not fit for purpose. It feels like a deliberate obstacle rather than a support mechanism. A sham, through and through — and a deeply cynical one at that. Whoever greenlit this mess should be held accountable for the damage it's doing to the very people it's meant to serve.
Avoid it if you can. It's not worth the emotional toll.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Sarah,
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 Sarah,
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
4 days without access
4 days without access. No one answering calls.!!! How do we now pay our pa's. Absolutely disgraceful.
July 17, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Michelle,
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 Michelle,
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
Zero stars
Zero stars! Reading previous reviews I think I've been lucky as this is the first time there has actually been an issue with paying care company or logging in. However, the fact that every time you click on something you have to input a one-time passcode is ridiculous. Trying to pay an invoice by card over the phone & it's being declined as 'insufficient funds' but I know there is plenty loaded onto the prepaid card. I can't login as 'they are experiencing an incident'. Our council is switching over to All-Pay in a months time, funds are meant to be transferred from this cr*p company over to All-Pay but I'm not holding my breath. I can see this being months of long phone calls, as a carer obviously I have nothing better to do.
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,
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
Wish I could give a minus figure
Wish I could give a minus figure. Not being able to log in and pay carers is a disgrace. Local authority don’t care - it is not their wages it effects! This website has been down for days …. Any other company would have rectified this immediately and at least communicated with its customers. Hopefully you will lose the contract but very much doubt it because your probably owned by someone who has a link to our corrupt government!
July 16, 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
Online banking system has collapsed
Their on line banking system has been down for 3 days. No explanation. No proactive communication. Phone line is inaccessible. My local authority has minimal info and doesn't know what's going on or wrong. If you pay peanuts you end up with monkeys. Meanwhile I can't pay my Mum's 2 PAs. I think I'll withdraw from their "service" and do my own thing.
July 14, 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,
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
This Company is a Disaster
This company is a disaster for already exhausted under strain carers. constantly going down, customer service not available. Now, cant access account to pay PA's and cant contact customer service. Its been 2 days now! No info on website or any indication online about when their going to fix the problem. Councils should not be paying these people.
July 16, 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,
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
Zero star service
If I could give less stars then I would! The prepaid financial services website and phone line is unreliable and difficult to access. I have spent an hour in a phone queue today trying to resolve a problem with logging in. I have changed my password and memorable word but still can’t log on. In the meantime my day off has been wasted and invoices go unpaid. 0/10 ATROCIOUS!!!
July 16, 2025
Unprompted review
Reply from Prepaid Financial Services
Hi Paula,
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 Paula,
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
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.