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Self-directed Support payment card queries and contact us

This page has contact information to help you with any questions about your Self-directed Support (SDS) payment card and account.

The card is provided by our partner Prepaid Financial Services (PFS).

If you have any questions about your care and support, please contact your Social Worker, Care Manager, Enablement and Support Coordinator, Local Area Coordinator or Family Support Worker (these roles collectively called Practitioner).

If you have a query about your SDS card or account please call the appropriate number:

Query Who to contact Telephone number When available

Queries about your finance

Not received a new card after the old one expired

Change of address

Social Work Finance team

Adult Services:
01467 538918
01467 539714

Children’s Services:
01467 537606

Monday to Friday, 9am to 5pm

Queries about the card

Balance and payments enquiries

Unknown transaction on the account

Lost or stolen card

Making a payment to a carer

Declined transactions despite funds being available

Forgotten PIN

PFS Customer Service Team  

01467 442011

Quote your unique CardHolder ID (CHID), a 12 digit number starting with 20000 which is in your initial payment card letter

Monday to Friday, 8:30am to 5:30pm

PIN retrieval

Lost or stolen card

Replacement card

PFS Automated Service 0203 468 4112
0203 327 1991
0207 183 2248
Available 24/7
General queries about your SDS card or account Cornerstone SDS 01467 530520  

Or for help with non-urgent queries you can email