This issue has arisen due to recent system changes made by PFS and is unfortunately beyond the council’s control. However, we are working closely with PFS to support a resolution as quickly as possible.
What this means
If you use a PFS card to manage your Self-Directed Support (SDS) payments, you may currently be unable to:
- view your account balance
- make payments to personal assistants or care agencies
We understand this may cause concern and inconvenience and we appreciate your patience.
What you can do
Please try the following steps:
- contact PFS directly:
- call: 0203 927 8890 - lines are currently very busy
- email: [email protected]
- website: https://www.prepaidfinancialservices.com for service updates
- if you are unable to make urgent payments contact:
- Health and Social Care Single Access Point: 030 3333 3001 - provide your name and contact number and a member of our team will return your call as soon as possible
We’re here to help
Our Care Management Assistants have limited access to Direct Payment accounts and may be able to assist with processing payments in the interim.
We will continue to monitor the situation and provide updates as they become available.
Thank you for your understanding and cooperation.