Frequently Asked Questions

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We've put together these questions that our customers ask us regularly. If you can't find your answer Contact Us. Our dedicated customer services team will help you get the best Ffrees experience possible.

1 How long does it take funds to clear?
To find out how long it takes for payment into your Ffrees Account and transfers out of your Ffrees Account please check our "Payment Times" page which can be found here:

Payment Times


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2 How do I activate my Ffrees Card?
To activate your card you need to do one of the following:
Online - go to my cards page and click the activate button next to the relevant card image.
Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.

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3 How do I retrieve my PIN?
Go to "my cards" page and click the retrieve pin button next to the relevant card image, or
Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy. If you would like to change your PIN to a more memorable number, this can be done easily at most ATMs that display the Visa acceptance mark.

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4 What is the Money Manager?
Your Money Manager lets you put money aside in online Jam Jars for bills and unexpected costs. We put your Cashback in a savings Jam Jar for you once a month. You can also have a Jam Jar for regular savings.

For more information on the Ffrees Money Manager and Jam Jars check out our Money Manager User Guide here.


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5 What types of Ffrees Accounts are there?
You can choose from four accounts. All are free to join and we pay you rewards when you buy things through Ffrees.

Our Ffrees Family Account is a pay-as-you-go account with no monthly fee. You can save £500 a year in Ffrees Points.

Our Ffrees Plus Account gives you 12% extra savings and gives you other benefits for only £2.50 a month.

Our Ffrees Premium Account gives you 25% extra savings, loads of other benefits and is only £5 a month.

Our Ffrees Diamond Account is our premier account and gives you 40% extra savings, lots of free ATM withdrawals and lower transaction costs. It is only £10 a month.


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6 What is Ffrees?
Ffrees is the revolutionary new current account for everyone.When you join Ffrees you choose one of our 4 Ffrees Accounts; current accounts where you can manage your money and save. You can pay in your salary, wages, benefits or pension and cash.

You get a Ffrees Visa Debit Card. You can use your Ffrees Card where you see the Visa acceptance sign and withdraw cash at ATMs You can have Ffrees Cards for your family members on your Ffrees Account. You can set up standing orders and make payments in the normal way.

When you join Ffrees you get cashback, paid as Ffrees Savings Points, when you buy things from over 1000 retailers and service providers in the Ffrees Partner Network. The average reward is 5% of the amount spent. It is most convenient to buy using your Ffrees Card. 1 Ffrees Savings Point =£1.

Your Ffrees Savings Points are saved automatically in a Ffrees Savings Account. When you have 10 Ffrees Savings Points you can withdraw them in cash direct to your Ffrees Account.


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7 Who operates Ffrees?
Ffrees is operated by Ffrees Family Finance Ltd., a private company based in Sheffield. Ffrees began operations in 2012, and launched to the public in January 2013.


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8 How do I pay into my Ffrees Account?
Once you've received your Ffrees Card and activated it and retrieved your PIN, you can pay into your Ffrees Account. You can add money to your Ffrees Account in the following ways:

1. Pay money into your account online

You can pay into your Ffrees Account from the comfort of your home, or out and about via your mobile using bank transfers or standing orders. Better still, payments into your Account via bank transfer are also free.

You can set up a standing order or a one off transfer from an existing bank account by sending funds to the following info:

Account Name: Your Full name
Account Number: You can find your Ffrees Account number by logging into your Ffrees Account, it will be displayed on the homepage once you are logged in.
Sort Code: 62-30-53
Bank Name: Natwest*, Exchange Buildings, High Street, Skipton

*Important: You can't pay money into your Account using a Natwest Branch, your account is just held at a centralised account managed by Natwest bank - this isn't the same as having a Natwest bank account, so please don't try and make payments via Natwest.


2. Your wages, pension, benefits, or other income

This is also completely free. If someone else wants to pay money into your Ffrees Account, all you need to do is share your account information with them and they can pay you like they would using any other account.


3. Pay in cash by PayPoint

Not everyone likes to pay money in online. For those who prefer to use cash, you can pay cash into your Ffrees Account using one of over 27,000 PayPoint outlets in the UK. All you need to do is take your Ffrees Card and cash to a PayPoint outlet. They'll then swipe your card and pay the money into your Account. You can pay in between £10 and £249 in one go. The money will be available in 30 minutes. You can find your nearest PayPoint outlet through your Ffrees Account here.

Fee info: A fee between 3% - 4% applies to paying in by PayPoint depending on which Ffrees Account you have.

4. Pay in using a debit card -

Your debit card must be under the same name and registered address as your Ffrees Account. With debit cards you can pay in to your Ffrees Account a maximum of once a day and no more than twice in a seven-day period.
There’s a fee of 50p each time you pay in with a debit card – please see our Fees page for full details. Funds will usually be available within 30 minutes but can take up to 72 hours.

5. PayPal

Once your Ffrees Card has been activated, you will be able to send and receive funds from PayPal via standing order (not direct debit). You will need to change your payment settings on PayPal to standing orders instead of direct debits, otherwise your Ffrees Card will be declined. Please visit PayPal Help for information on how to do this.

Payments from a Ffrees Account to another Ffrees Account
If you make a payment from a Ffrees Account to another Ffrees Account, the money will be available in around 15 minutes.


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9 Can I set up a direct debit?
No, we don't currently offer a direct debit facility at the moment.

We appreciate how important direct debits are for keeping all your bills organised and we are really eager to have these available to you as soon as we possibly can!

Unfortunately the development involved in introducing direct debits is taking a bit longer than we expected and we want to ensure that when they are available, they're perfect.

At the moment we are looking to be able to introduce direct debits in Autumn 2015, but will definitely be letting everyone know the minute they are ready!

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10 How do I upgrade my Ffrees Account?
If you want to upgrade your Ffrees Account to Ffrees Plus Account, Ffrees Premium Account, or Ffrees Diamond Account simply login to Ffrees, go to your Account management page, then click on My Fees. In the top right hand corner there is a blue box entitled "Change Package". Click on this to upgrade your account. If you do not choose a Ffrees Account when you join Ffrees we normally open you a Ffrees Family Account. When you upgrade the new account it is effective the same day and the first monthly fee may be chargeable to your Ffrees Account at the end of the month you upgrade. Please note, you will only be able to upgrade your Account after the first 30 day period; subsequent changes take place every 30 days from that point.


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What browsers does your website support?
If you are having problems accessing pages on the Ffrees website or if some of the facilities are not working on the Ffrees website please check that the browser you are using is supported by Ffrees. Ffrees supports the latest two versions of:


- Google Chrome
- Mozilla Firefox
- Internet Explorer
- Windows Phone Browser
- iOS

Ffrees also supports the latest version of the Android browser.

If the browser you are using is not listed above please update your browser to get the best possible experience.

If the browser you are using is listed above and you are still experiencing difficulty please contact us and let us know which operating system (e.g. Windows 7, Windows 8, OS etc.) and which browser and browser version you are using (e.g. Google Chrome v. 37 etc.).

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What is Ffrees?
Ffrees is the revolutionary new current account for everyone.When you join Ffrees you choose one of our 4 Ffrees Accounts; current accounts where you can manage your money and save. You can pay in your salary, wages, benefits or pension and cash.

You get a Ffrees Visa Debit Card. You can use your Ffrees Card where you see the Visa acceptance sign and withdraw cash at ATMs You can have Ffrees Cards for your family members on your Ffrees Account. You can set up standing orders and make payments in the normal way.

When you join Ffrees you get cashback, paid as Ffrees Savings Points, when you buy things from over 1000 retailers and service providers in the Ffrees Partner Network. The average reward is 5% of the amount spent. It is most convenient to buy using your Ffrees Card. 1 Ffrees Savings Point =£1.

Your Ffrees Savings Points are saved automatically in a Ffrees Savings Account. When you have 10 Ffrees Savings Points you can withdraw them in cash direct to your Ffrees Account.

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Who operates Ffrees?
Ffrees is operated by Ffrees Family Finance Ltd., a private company based in Sheffield. Ffrees began operations in 2012, and launched to the public in January 2013.

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Is Ffrees regulated by the FCA?
Ffrees Family Finance Ltd. is authorised and regulated by the Financial Conduct Authority (FCA) as a credit broker (no 630255). The Ffrees Account and Card is operated by Contis Financial Services Ltd. which is authorised and regulated by the FCA. We may operate as an Appointed Representative or Introducer Appointed Representative to some of our Partners.

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Is my money safe?
We naturally take safety of your money very seriously. Ffrees does not hold money paid into Ffrees Accounts. The money paid into Ffrees Accounts is held by Contis Financial Services Ltd. in a UK account of a UK authorised bank. Contis is authorised by the FCA under the e-money Directive. Ffrees itself is regulated by the FCA as a credit broker.

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Do you have a cookie, website use and privacy policy?
Yes we do. Please see our Terms and Conditions. The cookies we use are designed to ensure that you get the most out of our website. Our website use policy sets out your and our obligations regarding our website. Our privacy policy includes telling you how we share information, including with our Partners. Our Partners may have their own Terms and Conditions, privacy and website usage policies .

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When is Ffrees open?
Our opening hours are 8am to 8pm Monday to Friday and 8am to 4pm on Saturday.

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What is the Money Manager?
Your Money Manager lets you put money aside in online Jam Jars for bills and unexpected costs. We put your Cashback in a savings Jam Jar for you once a month. You can also have a Jam Jar for regular savings.

For more information on the Ffrees Money Manager and Jam Jars check out our Money Manager User Guide here.

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How long does it take funds to clear?
To find out how long it takes for payment into your Ffrees Account and transfers out of your Ffrees Account please check our "Payment Times" page which can be found here:

Payment Times

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Do you have a mobile app?
We have a great team here working on an amazing mobile app to make it even easier to manage your money, your budget and make payments on the go.

We plan to release it along with a range of brand new facilities that will make your Ffrees account even better!

As soon as it's ready, we'll let you know and you can try it out and let us know what you think!

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What is a Ffrees Account?
A Ffrees Account is a current account that we open for you when you join Ffrees. You can pay in to it, make payments from it and with the Ffrees Visa Debit Card that comes with it, you can pay for things at Visa outlets worldwide and withdraw money at ATMs. Your Money Manager lets you put money aside for bills or something special. You can't overdraw your Ffrees Account or get into debt with it.

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What types of Ffrees Accounts are there?
You can choose from four accounts. All are free to join and we pay you rewards when you buy things through Ffrees.

Our Ffrees Family Account is a pay-as-you-go account with no monthly fee. You can save £500 a year in Ffrees Points.

Our Ffrees Plus Account gives you 12% extra savings and gives you other benefits for only £2.50 a month.

Our Ffrees Premium Account gives you 25% extra savings, loads of other benefits and is only £5 a month.

Our Ffrees Diamond Account is our premier account and gives you 40% extra savings, lots of free ATM withdrawals and lower transaction costs. It is only £10 a month.

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What can I do in my Ffrees Account?
You can do the things you can with a current account, e.g. set-up standing orders or pay bills by bank transfer. You can also view and download your statements and see pending transactions on your Ffrees Card. You can also put money aside for bills with our Money Manager, so you can more easily meet your bills and regular payments.

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What if I do not qualify for a Ffrees Account?
Ffrees is designed for everyone with a UK postal address who is 18 or over (13 or over for Additional card holders). We do not undertake credit checks, but we need to verify you at the address you have given us. If we cannot, perhaps because you move frequently, we ask you for further ID. If you cannot supply that, we're sorry but we can't open you a Ffrees Account.

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How do I upgrade my Ffrees Account?
If you want to upgrade your Ffrees Account to Ffrees Plus Account, Ffrees Premium Account, or Ffrees Diamond Account simply login to Ffrees, go to your Account management page, then click on My Fees. In the top right hand corner there is a blue box entitled "Change Package". Click on this to upgrade your account. If you do not choose a Ffrees Account when you join Ffrees we normally open you a Ffrees Family Account. When you upgrade the new account it is effective the same day and the first monthly fee may be chargeable to your Ffrees Account at the end of the month you upgrade. Please note, you will only be able to upgrade your Account after the first 30 day period; subsequent changes take place every 30 days from that point.

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What if I want to downgrade?
If you want to downgrade your account from a Ffrees Diamond, Premium or Plus account, simply login to Ffrees, go to your Account management page, then click on My Fees. In the top right hand corner there is a blue box entitled "Change Package". Click on this to downgrade your account. We shall change your account to the new one you have chosen at the end of the month we receive your request and any monthly fee chargeable before then will be charged to your existing account. Please note, you can downgrade your Account once every 30 days.

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How do I cancel my Ffrees Account?
To cancel your Ffrees Account, please contact our customer support team by completing the form listed under Contact us requesting your cancellation.

You have 14 days from the day you apply for your Ffrees Account to cancel with no fee; after the initial 14 days, a fee will be applicable (please see our Terms and Conditions)

We complete all cancellation requests within 10 days of the request.

Any funds remaining on your Ffrees Account, or Ffrees Savings Points held in your Ffrees Savings Account, can be transferred to a bank account of your choice prior to closure.

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How do I pay into my Ffrees Account?
Once you've received your Ffrees Card and activated it and retrieved your PIN, you can pay into your Ffrees Account. You can add money to your Ffrees Account in the following ways:

1. Pay money into your account online

You can pay into your Ffrees Account from the comfort of your home, or out and about via your mobile using bank transfers or standing orders. Better still, payments into your Account via bank transfer are also free.

You can set up a standing order or a one off transfer from an existing bank account by sending funds to the following info:

Account Name: Your Full name
Account Number: You can find your Ffrees Account number by logging into your Ffrees Account, it will be displayed on the homepage once you are logged in.
Sort Code: 62-30-53
Bank Name: Natwest*, Exchange Buildings, High Street, Skipton

*Important: You can't pay money into your Account using a Natwest Branch, your account is just held at a centralised account managed by Natwest bank - this isn't the same as having a Natwest bank account, so please don't try and make payments via Natwest.


2. Your wages, pension, benefits, or other income

This is also completely free. If someone else wants to pay money into your Ffrees Account, all you need to do is share your account information with them and they can pay you like they would using any other account.


3. Pay in cash by PayPoint

Not everyone likes to pay money in online. For those who prefer to use cash, you can pay cash into your Ffrees Account using one of over 27,000 PayPoint outlets in the UK. All you need to do is take your Ffrees Card and cash to a PayPoint outlet. They'll then swipe your card and pay the money into your Account. You can pay in between £10 and £249 in one go. The money will be available in 30 minutes. You can find your nearest PayPoint outlet through your Ffrees Account here.

Fee info: A fee between 3% - 4% applies to paying in by PayPoint depending on which Ffrees Account you have.

4. Pay in using a debit card -

Your debit card must be under the same name and registered address as your Ffrees Account. With debit cards you can pay in to your Ffrees Account a maximum of once a day and no more than twice in a seven-day period.
There’s a fee of 50p each time you pay in with a debit card – please see our Fees page for full details. Funds will usually be available within 30 minutes but can take up to 72 hours.

5. PayPal

Once your Ffrees Card has been activated, you will be able to send and receive funds from PayPal via standing order (not direct debit). You will need to change your payment settings on PayPal to standing orders instead of direct debits, otherwise your Ffrees Card will be declined. Please visit PayPal Help for information on how to do this.

Payments from a Ffrees Account to another Ffrees Account
If you make a payment from a Ffrees Account to another Ffrees Account, the money will be available in around 15 minutes.

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What do I do if I lock my Ffrees Account?
If you enter your details three times incorrectly online, or enter your PIN three times incorrectly, your Ffrees Card & Ffrees Account will be locked for security reasons. To unlock your card please call our Ffrees Customer Support Team on 0333 202 3640 ensuring that you have your Ffrees Card and Account Number to hand. Choose option 4 “Speak to a Customer Representative” and one of our representatives will take you through the security process and unlock your Ffrees Account.

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Can I transfer money from my Ffrees Account to my existing account?
Yes, using the Transfer function in your online account (click My Account; the transfer option is located down the left hand side of the screen).

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Can I request a bank transfer at any time of the day?
Yes you can request a bank transfer at any time of the day. There are different types of transfers out of your Ffrees Account. Our future dated transfer takes three working days to reach the recipient's Account and is free.

For a full list of options when transferring money out of your Ffrees Account please refer to the Payment Times Page.

Please note that there may be fees for transferring money out of your Ffrees Account by a method other than the future dated bank transfer. Please refer to your Fees Table for more information.


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Can I set up a direct debit?
No, we don't currently offer a direct debit facility at the moment.

We appreciate how important direct debits are for keeping all your bills organised and we are really eager to have these available to you as soon as we possibly can!

Unfortunately the development involved in introducing direct debits is taking a bit longer than we expected and we want to ensure that when they are available, they're perfect.

At the moment we are looking to be able to introduce direct debits in Autumn 2015, but will definitely be letting everyone know the minute they are ready!

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Can I use my Ffrees Account with PayPal?
Yes. You can use your Ffrees Account to make and receive payments with PayPal, however PayPal are currently experiencing a server issue that will not allow you to register your Ffrees account number and sort code with them.

You will need to call the PayPal customer Support team and one of their agents will be able to assist you by adding your Ffrees account manually.

To register your Ffrees card just for payments with PayPal please follow these instructions:

- The first step is to create a PayPal account or to log into your existing account.
- Then choose the menu option "Wallet".
- This will take you to the section where you add a bank account or add a card.
- To register your Ffrees Account you need to choose "Add a Card".

This will then ask you to add the following information:

- Card Type
- Card Number (long 16 digit card number)
- Expiry Date
- CCV (last 3 digits on the signature strip)

Once you have put this information in, click save and your Ffrees Card will be registered with PayPal for payments only.

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Why are purchases showing in recent items?
The recent items screen shows all confirmed transactions since your last statement. When your next statement is generated, they will be included in that.

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What are pending items?
These are the pre-authorisations. They will remain on your Ffrees Account until we get the transaction confirmation through. This usually takes no more than a couple of days. By looking at the pending items, you can review recent transactions made against your card. You cannot spend money allocated to pending transactions.

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What happens to pending transactions?
The pending transaction will either turn into a confirmed transaction or will be removed automatically within 15 days.

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Do I need to do anything if I have a pending transaction on my Ffrees card?
No. Having a pending transaction is a normal part of the process by which a purchase is charged to your Ffrees Card. However, if you think the pending transaction does not correlate with a transaction on your Ffrees Card please contact Ffrees Customer Services on 0333 202 3640

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Will I earn interest on my Ffrees Account?
No, your Ffrees Account does not pay interest.

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What are the charges for using my Ffrees Account and Ffrees Card?
There is no joining fee for Ffrees or getting your Ffrees Account set up.There are monthly fees for Ffrees Accounts depending on which one you select. See here.The charges for using your Ffrees Card are outlined within your terms and conditions and can be found within your Ffrees Account, by clicking on my fees. Your terms and conditions, including your fees can be viewed by clicking on terms and conditions at the bottom of the page when you are logged into your online account.



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Will the Ffrees Account affect my credit rating?
The Ffrees Account will not affect your credit rating in a positive way or a negative way, but it will appear on your credit report as an identification check.

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How much can I withdraw at an ATM in a day?
£250.00, as long as you have sufficient funds available on your Ffrees Card. The £250 a day limit includes both cashback and ATM withdrawals.



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Can I get Cashback in shops?
Yes, at retailers who accept Visa and offer cashback. There is no charge for getting cashback in-store, please note there's a daily withdrawal limit of £250 per day on your Ffrees Account. This includes both cashback and ATM withdrawals.

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Can I use my Ffrees Card to get cash from a bank counter?
No, but you can use it at an ATM, including those in pubs, shops and clubs. Please note: a fee is applicable, ranging from £0.75p to £0.25p dependent on your Ffrees Account type. With a Diamond Account you get free ATM withdrawals. An additional fee might be applicable, dependent on the ATM Provider.

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What is a pre-authorisation?
Every transaction starts with a pre-authorisation. This checks that you have funds available on your card to pay the merchant for their services. The actual transaction will come through within a few days. Until that time, the pre-authorised amount will be held on your card and you cannot use that money elsewhere until the transaction is finalised. So, you might choose not to use your Ffrees Card when registering at a hotel. For example: if you open a tab at the bar, a fixed amount is pre-authorised to cover what you could spend. If your final bill is less than the pre-authorisation amount then it may take a while for the difference to be released back onto your card.

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How do my transactions get authorised?
All transactions go via Visa to us for approval. We respond with a yes or a no, depending on the available funds in your account and your account status.

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What address should I use when making online and telephone purchases?
Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.

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Do you support Faster Payments?
We are sorry but currently we do not offer a Faster Payment service from your Ffrees Account.

We appreciate how important faster payments are for making payments quickly and easily and we are really eager to have these available to you as soon as we possibly can!

Unfortunately the development involved in introducing faster payments is taking a bit longer than we expected and we want to ensure that when they are available, they're perfect.

At the moment we are looking to be able to start offering faster payments in Autumn 2015, but will definitely be letting everyone know the minute they are ready!

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What are the charges for using my Ffrees Account and Ffrees Card?
There is no joining fee for Ffrees or getting your Ffrees Account set up.There are monthly fees for Ffrees Accounts depending on which one you select. See here.The charges for using your Ffrees Card are outlined within your terms and conditions and can be found within your Ffrees Account, by clicking on my fees. Your terms and conditions, including your fees can be viewed by clicking on terms and conditions at the bottom of the page when you are logged into your online account.





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What is a Ffrees Card?
A Ffrees Card is a Visa Debit card associated with your Ffrees Account. You can use your Ffrees Card wherever you see the Visa acceptance mark across the world, including shops, restaurants, online and by telephone. You can withdraw money at ATMs displaying the VISA acceptance logo. You cannot use your Ffrees Card at electronic payment terminals at petrol pumps.

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Do I have a different Ffrees Card if I choose another Ffrees Account?
No, you have the same Ffrees Card whichever Ffrees Account you choose.

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Is Ffrees a credit card?
No, the Ffrees Card is a Visa Debit Card. The Ffrees Current Account does not offer a credit facility; you can only spend the money that you pay into your Ffrees Account.

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How long does it take to receive my Ffrees Card?
We aim to dispatch your Ffrees Card within 10 working days of your application. This can take longer dependent on the success of your application. If you do not receive your card or a request for additional information within 10 working days of your application, please contact our customer service department at support@card.ffrees.co.uk . Alternatively you can call them on 0333 202 3640. Before you can start using your Card you will need to activate it and retrieve your PIN; you can do this online via your Ffrees Account. Once you have done this you will be able to pay into your Ffrees Account.

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How do I activate my Ffrees Card?
To activate your card you need to do one of the following :
Online - go to my cards page and click the activate button next to the relevant card image.
Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.


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What do I do after I have activated my Ffrees Card and retrieved my PIN?
You're nearly ready; all you need to do is add money to your Ffrees Account. See how here

.

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What should I do if I have not received my Ffrees Card?
If you haven’t received your card after 10 working days, contact our Customer Support team on 0333 202 3640. Please choose option 4 on the automated menu, then one of our specialist representatives will be able to assist you with your query.

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Can I use my Ffrees Card at an ATM?
You can use your card at any ATM that displays the Visa acceptance mark. Please note: a fee is applicable, ranging from £0.75p to £0.25p dependent on your Ffrees Account type. With a Diamond account you get free ATM withdrawals. A fair usage policy of 8 per month applies.

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How much can I withdraw at an ATM in a day?
£250.00, as long as you have sufficient funds available on your Ffrees Card. The £250 a day limit includes both cashback and ATM withdrawals.

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Can I increase the amount I can withdraw at an ATM in a day?
No, it’s fixed across the board for all Ffrees Card Holders.

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A Ffrees Card transaction has been refunded, why is it not showing on my account?
It can normally take fourteen working days for refunds to be received onto your account. Please contact Customer Services on 0333 202 3640 if the refund does not appear on your account after this time.

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What do I do if my Ffrees card is lost or stolen?
If you lose your Ffrees Card or it is stolen, or you suspect that your Ffrees Card has been used by someone other than you, you must tell us immediately by:
Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.
Telephone: call us on our lost and stolen card line +44 (0)1756 693275, 7 days a week, 24 hours a day: We will cancel your Ffrees Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Ffrees Card and we may need more information and assistance from you. Please note, until you notify us, you are responsible for any transactions made on your Ffrees Card.

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Is there a charge for a replacement Ffrees Card?
Yes, it is £5

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What do I do if my Ffrees Card doesn't work?
First, do a few checks: Check you have sufficient funds on your Ffrees Card.
Check your Ffrees Card is not damaged.
Check your Ffrees Card has not expired.
Ensure your Ffrees Card has not been blocked on your instruction.
Make sure you are using the correct PIN.
If you are online or on the phone, check you have entered your Ffrees Card number and other details correctly.
Check that Visa is accepted as a method of payment in the place you are trying to use your Ffrees Card If it still doesn’t work, contact Customer Services on 0333 202 3640.

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Can I transfer funds to my Ffrees Account from a non UK bank?
We don't currently have the facility to receive payments from international Accounts.

We do see these as really important though and will support them in the future!

We will let everyone know as soon as it's available.

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Can I transfer money overseas?
Yes, using the Transfer function in your Ffrees Account.
Urgent transfer requests take 3-5 working days, and standard transfer requests take 5-7 working days to be received in the requested account.

Please note a fee is charged per international transfer request.
Please see My fees for full details.

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Can I make an overseas transfer in another currency?
All overseas transfers are made in pounds sterling. The receiving bank will convert the sterling amount into the currency on receipt of the payment.

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Can I use my Ffrees Card abroad?
Yes, your card can be used worldwide; anywhere that displays the Visa acceptance mark.

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How often will I receive statements?
You can be notified by email on a daily, weekly or monthly basis depending on your statement requirements. The email will confirm that your online statement is available to view via your online account.

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Can I stop receiving statement notifications by email?
Yes. Login to your online account, click my account, the Change email options is on the left hand side of the screen. Untick the statement option and click Update. Please note you will still receive a yearly statement.


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Can I receive paper statements?
Yes, you can request these online, click on my account then click ‘Statement orders’. You can also Contact Customer Services to arrange. Please note a small fee will be charged.


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How many statements are available for me to view online?
Statements are available to be viewed online for up to 48 months.


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How can I set up standing orders on my account?
Within "my account" click Standing orders on the left hand side of the screen and follow the instructions on screen.

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At what time are standing orders on my account processed?
All standing orders are taken at 2.30pm on the working day requested.

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Can I change my standing order?
Yes, you can change the amount of your standing order, login to your account online and click Standing orders within my account.

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What are Jam Jars and how do I use them?
With our Money Manager, Jam Jars are places you can store money in your Ffrees Account for bills and regular commitments.

Perhaps to put money aside to pay your rent or mortgage, to save for a holiday or children’s birthdays. We transfer your Cashback to a Jam Jar automatically once a month. You can download our Money Manager User Guide here.

Only principal Card Holders can use Jam Jars.



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Why does my Ffrees Account show a balance and available amount?
The balance on your account is all funds; the available amount is your balance less the pending transactions and any money you have placed in Jam Jars. The available balance is the amount you have available to spend.

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How can I check my balance?
You can check your balance Online, click on ‘my account’. At an ATM. Telephone Customer Services on 0333 202 3640.

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Can I receive updates on my account for SMS?
Yes, you can select to receive SMS alerts on your account.

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What SMS alerts can I receive?
You can choose to receive an SMS when: Your card is used at an ATM Your card is used in a shop or online (e.g. Amazon) You receive money into your account You spend more than a specified amount

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How do I enable SMS alerts?
Login to your online account and click my account. On left hand side of the screen click Change SMS options. Select the options you require and click Update. Important, check the mobile number on your profile before enabling SMS alerts. You will still be charged for alerts if your number is wrong!

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Will I be charged for being sent SMS messages?
There is a charge for SMS messages sent from your Ffrees Account. SMS alerts cost £0.10 each.

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How do I change my pin?
You can change your PIN easily at most ATMs that display the Visa acceptance mark by selecting the ‘Pin Services’ option on screen.

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What do I do if I have forgotten my PIN?
To retrieve your PIN: Go to "my cards" page and click the retrieve pin button next to the relevant card image. or Telephone on 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.

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How do I retrieve my PIN?
Go to "my cards" page and click the retrieve pin button next to the relevant card image, or Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.If you would like to change your PIN to a more memorable number, this can be done easily at most ATMs that display the Visa acceptance mark.

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I have blocked my PIN, what should I do?
If you block your PIN in a shop you can unblock it at an ATM machine by selecting the PIN Services option. If you block your PIN at an ATM, please contact Customer Services who will unblock it for you.

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Where can I use my Ffrees Card?
You can use your Ffrees Card wherever you see the Visa acceptance mark across the world,including shops, restaurants, online and by telephone.

You can withdraw money at ATMs displaying the VISA acceptance logo.

You cannot use your Ffrees Card at electronic payments terminals at petrol pumps (but you can still pay at the kiosk till).

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What is Ffrees?
Ffrees is the revolutionary new current account for everyone.When you join Ffrees you choose one of our 4 Ffrees Accounts; current accounts where you can manage your money and save. You can pay in your salary, wages, benefits or pension and cash.
You get a Ffrees Visa Debit Card. You can use your Ffrees Card where you see the Visa acceptance sign and withdraw cash at ATMs. You can have Ffrees Cards for your family members on your Ffrees Account. You can set up standing orders and make payments in the normal way.
When you join Ffrees you get cashback, paid as Ffrees Savings Points, when you buy things from over 1000 retailers and service providers in the Ffrees Partner Network. The average reward is 6% of the amount spent. It is most convenient to buy using your Ffrees Card. 1 Ffrees Savings Point =£1.
Your Ffrees Savings Points are saved automatically in a Ffrees Savings Account. When you have 10 Ffrees Savings Points you can withdraw them in cash direct to your Ffrees Account.

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Who can join Ffrees?
People 18 and over can join Ffrees provided that they have a UK postal address which can be verified. We do not undertake a credit check. Customers can nominate members of their family to have an additional Ffrees Card on their Ffrees Account. Additional Ffrees card holders must be 13 or over and have a verifiable UK postal address.

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How do I join Ffrees?
Visit our website and fill in the simple application form. We shall send an email to the address you quoted with a link for you to click to verify your email addresses. You may need to supply evidence of your identity. It’s as simple as that.

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What is my Username?
It is the email address you have advised us of when you joined or might have subsequently updated in the account management section of our website. If you have forgotten which email address you have provided us with, please contact us.

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What is my Personal ID?
Your Personal ID is integral to the activation of your Ffrees Card and your pin retrieval. Your Personal ID will be sent to you within an email 48 hours after you complete your Ffrees application. We recommend that you make a record of this information when you receive it. You may set your Password and Personal ID the same, but best practice suggests that all your online passwords should be different. If you do not have a record of your Personal ID, please contact us and we will send a new one to your registered email address.

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What is a Ffrees Account?
A Ffrees Account is a current account that we open for you when you join Ffrees. You can pay in to it, make payments from it and, with the Ffrees Visa Debit Card that comes with it, you can pay for things at Visa outlets worldwide and withdraw money at ATMs. Your Money Manager lets you put money aside for bills or something special. You can't overdraw your Ffrees Account or get into debt with it.

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How do I activate my Ffrees Card?
To activate your card you need to do one of the following:
Online - go to my cards page and click the activate button next to the relevant card image.
Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.

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How do I retrieve my PIN?
Go to "my cards" page and click the retrieve pin button next to the relevant card image, or
Telephone 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy. If you would like to change your PIN to a more memorable number, this can be done easily at most ATMs that display the Visa acceptance mark.

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What do I do after I have activated my Ffrees Card and retrieved my PIN?
You're nearly ready; all you need to do is add money to your Ffrees Account. See how here

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I have blocked my PIN, what should I do?
If you block your PIN in a shop you can unblock it at an ATM machine by selecting the PIN Services option. If you block your PIN at an ATM, please contact Customer Services who will unblock it for you.

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What if I do not qualify for a Ffrees Account?
Ffrees is designed for everyone with a UK postal address who is 18 or over (13 or over for Additional card holders). We do not undertake credit checks, but we need to verify you at the address you have given us. If we cannot, perhaps because you move frequently, we ask you for further ID. If you cannot supply that, we are sorry but we cannot open you a Ffrees Account.

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Why do Ffrees emails appear in my spam folder?
Your email provider may be using a spam filter. While they are very useful at filtering unwanted emails, they may be preventing you from receiving some of the emails that you wanted. If you are using a popular provider, such as Gmail, Yahoo, Microsoft Outlook or AOL, you may need to adjust your settings to allow emails from Ffrees into your inbox. This can be done through a process called ‘Whitelisting’. To receive emails from Ffrees, you need to add our address, noreply@ffrees.co.uk, to your email whitelist.

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Can I change my email address?
Yes you can.

As your email is key to logging into your Ffrees Account, you will need to contact our customer support team to make the change. You can do this via the contact us link below or by logging into your account.



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What do I do if I cannot log into my account?
If you are having difficulties accessing your account, please clear your cache and your cookies on your Internet search engine and, once complete, please attempt to log into your account again. If you are still unable to log into your account, please contact our customer support team at info@ffrees.co.uk.

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How do I change the details you hold for me?
Click the ‘Profile’ tab. From here you can change your contact details. If your name has changed, please contact Customer Services. You can input any change of details in the profile page.

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How can I check my balance?
You can check your balance:
Online, click on ‘my account’
At an ATM
Telephone Customer Services on 0333 202 3640
By sending an SMS to 07770 500 500 with the message ‘BALANCE’

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What is my Username?
It is the email address you have advised us of when you joined or might have subsequently updated in the account management section of our website. If you have forgotten which email address you have provided us with, please contact us.

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Do I need a Password?
Yes. Your Ffrees Password lets you access the account management section of our website and ensures that you earn Ffrees Points when you shop with a Ffrees retailer via our website. You can choose and change it at www.ffrees.co.uk. If you have forgotten your password, just contact us and we will send you details to reset your password.

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What is my Personal ID?
Your Personal ID is integral to the activation of your Ffrees Card and your pin retrieval. Your Personal ID will be sent to you within an email 48 hours after you complete your Ffrees application. We recommend that you make a record of this information when you receive it. You may set your Password and Personal ID the same, but best practice suggests that all your online passwords should be different. If you do not have a record of your personal ID, please contact us and we will send a new one to your registered email address.

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Is my money safe?
The money paid in to Ffrees Accounts is held by Contis Financial Services Ltd. in a UK account of a UK authorised bank, which is covered by the deposit protection scheme. Contis is authorised by the FCA under the EMoney Directive. Ffrees itself is not regulated by the FCA and does not hold money paid into Ffrees Accounts.

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How do I pay into my Ffrees Account?
Once you have received your Ffrees Card and activated it and retrieved your PIN, you can pay in to your Ffrees Account.
You can add money to your Ffrees Account in the following ways:
By having your salary, wages, pension or benefits paid into it directly.
Online bank transfer.
You can set up a standing order. The details you need for your Ffrees Account are
Account Name: {First Name, Last Name}
Account Number: Enter your Ffrees Account Number this can be found by logging into your Ffrees Account at www.ffrees.co.uk
Sort Code: 62-30-53 Bank Name: NatWest, Exchange Buildings, High Street, Skipton, BD23 1J

Take your card to any one of the 27,000 PayPoint retailers across the UK and hand it and the money to the retailer, they will swipe the card through their terminal and add the money to your Ffrees Account.
You can pay in a minimum of £10 and a maximum of £250 in one transaction. The money will be in your Ffrees Account within 30 minutes.
At a Paypoint location if you pay into your Ffrees Account via a PayPoint retailer, a fee will be applicable for using this service. Please see your Terms and conditions relating to your Account type. You can locate your nearest PayPoint retailer with the following link:-
http://www.paypoint.co.uk/paypointlocator
Using a Debit card issued by your existing bank (coming soon).



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Can anyone pay funds into my Ffrees Account?
Yes, anyone can pay funds into your Ffrees Account but please be aware that transfers from accounts in a name other than that of the main Account Holder will take longer to complete, as further checks will be required to complete the transfer.

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What are Jam Jars and how do I use them?
With our Money Manager, Jam Jars are places you can store money in your Ffrees Account for bills and regular commitments.

Perhaps to put money aside to pay your rent or mortgage, to save for a holiday or children’s birthdays. We transfer your Cashback to a Jam Jar automatically once a month please download our Money Manager User Guide here

Only principal Card Holders can use Jam Jars.

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Can I transfer money from my Ffrees Account to my existing account?
Yes, using the Transfer function in your online account (click My Account; the transfer option is located down the left hand side of the screen).

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Can I transfer funds to my Ffrees Account from a non UK bank?
No, we do not offer the ability to receive funds from non UK banks.

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Can I transfer money overseas?
Yes, using the Transfer function in your Ffrees Account. Urgent transfer requests take 3-5 working days, and standard transfer requests take 5-7 working days to be received in the requested account. Please note a fee is charged per international transfer request. Please see "my fees" for full details.

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Can I make an overseas transfer in another currency?
All overseas transfers are made in pounds sterling. The receiving bank will convert the sterling amount into the currency on receipt of the payment.

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Can I request a bank transfer at any time of day?
Yes, but Same Day (CHAPS) transfers received after 2.30pm and Next Day bank transfer requests after 5pm will be processed the next working day.

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How long will it take for funds paid into my account to appear?
The time and date at which bank transfers are received into your Ffrees Account depends on the transfer method used:-

BACS transfers (wages or benefits) will be received into your account at 08:00 on the morning of the third working day.

Faster Payment transfers will be received 24 to 48 hours after, then payment is made at one of four times during the day: 9:00, 14:00, 17:00 and 20:00. We currently do not support Faster Payment services.

If you transfer funds to your Ffrees Account from a registered debit card it will take 15 mins to complete.

If you make the transfer after 6pm on a Friday the funds will not complete into your account until 9am the following Monday(excluding Bank Holidays where it will move to the following Tuesday)

PayPal can take up to 72 hours to complete and will appear within your account at 9am.

If you pay into your Ffrees Account via a PayPoint retailer it will automatically update 30 minutes after you make the payment.

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How can I set up standing orders on my account?
Within "my account" click Standing orders on the left hand side of the screen and follow the instructions on screen.

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Can I pay in cheques?
No, you cannot pay in cheques either to your account or via PayPoint at present.

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How can I check my balance?
You can check your balance
Online, click on ‘my account’
At an ATM (see my fees for information on charges)
Telephone Customer Services on 0333 202 3640
By sending an SMS to 07770 500 500 with the message ‘BALANCE’

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Can I get Cashback in shops?
Yes, at retailers who accept Visa and offer cashback.

To view the instore Ffrees Partners just log into your Ffrees Account, click on "Cashback", "Retail" and if you hover over the "Broswe" button you can scroll down to view "Ffrees Card Only Offers".

Please make sure you are logged in when you check the offers as some of the biggest brands brands won't be visible to you unless you are logged in.

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What address should I use when making online and telephone purchases?
Always use the address you have registered with us. You can change your address anytime in your online account, or by contacting Customer Services.

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What are Ffrees Partners?
Ffrees Partners are carefully selected retailers that Ffrees has chosen to provide a valuable shopping environment for you. We have negotiated good deals, where you benefit from Rewards, known as Ffrees Points when you spend with them. 1 Ffrees Point = £1

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Where do I find out who Ffrees Partners are?
You can view our Partners and retailers in the Cashback section of our site. If you would like to suggest more retailers for Ffrees to have as Partners, please contact us using the link below.

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How can I find out how many Ffrees Points I have?
Log into your Ffrees Account as usual, once logged in click on "Statement", this will bring up your Ffrees Current Account statement. On this page there is a tab above the statement that's named "Ffrees Points Statement", click on this to see how many Ffrees Points you have earned.

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How do I get Ffrees Points?
You get Ffrees Points when you spend with a Ffrees Partner (1 Ffrees Point =£1). See each Partner and offer on our website for details.

You can buy from a Ffrees Partner in several ways:

1. Online at www.ffrees.co.uk. Click on the "Cashback" tab and you will be brought to the Ffrees shopping area. If you see an "Online" icon above the offer it means that you should click through the link on our website in order to earn Ffrees. Your transaction should be completed online. Please note that if you do not click on the link we can't track your purchase and you won't be awarded Ffrees Points so it's really important to ensure that you click on the link.

2: Using your Ffrees Card: If you see a "Card" icon above the offer it means you can shop in-store or online with participating retailers and you will earn Ffrees Points. You must use your Ffrees Card in order to earn Ffrees Points.

3. Claim Form: There are some Ffrees Partners where you can earn Ffrees Points when you pay using any method; you need to fill in an online Claim Form you will find in the Claim Ffrees section of our website.

All types of offer are clearly labelled in the Ffrees Cashback area as "Online", "Card", or "Claim Form".

In order to earn Ffrees Points you need to make sure that you are shopping with a Ffrees Partner, to view all Ffrees Partners click on the "Cashback" tab at the top of this page.

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How many Ffrees Points will I get?
The number of Ffrees Points you can get by spending on goods and services with each Ffrees Partner is listed in our Cashback section. This number may vary from time to time and also depends on which Ffrees Account you have chosen.

Please ensure to check the terms and conditions for each offer as sometimes a Ffrees Partner may offer different levels of Ffrees Points depending on the items you purchase with them.

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What are pending Ffrees Points?
When you complete a purchase with a Ffrees Partner they will let us know that a transaction has taken place, this will mark the Ffrees Points as pending in your Ffrees Account.

Once the Ffrees Partner let's us know that they are happy that you have met all the terms and conditions of the offer they will pay us for the transaction, we'll then mark the Ffrees Points as confirmed in your Ffrees Account.

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How long does it take for Ffrees Points to be confirmed?
Most Ffrees Points will be confirmed between 30 and 90 day after the transaction has taken place.

For some regular instalment products such as insurance, broadband, television or phone packages it may take up to 6 months for Ffrees Points to be marked as confirmed in your Ffrees Account.

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What if I am missing some Ffrees Points or the amount is incorrect?
You can check your transactions at www.ffrees.co.uk. It may be that some pending Ffrees have not yet been confirmed.

The majority of partners do not pay Ffrees Points on VAT, delivery or gift wrapping so please ensure to check the terms and conditions of the offer to see if this is the case.

If you have any queries regarding your Ffrees Points just contact us and will we investigate your Ffrees Points with the Ffrees Partner.

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Are Ffrees Points money?
No, Ffrees Points are not money. Ffrees Points are rewards negotiated by Ffrees with our Partners which you get by spending with them. You can see your Ffrees Points when you log in to your Ffrees Account.

Once your Ffrees Points are confirmed in your Ffrees Savings Account they will be automatically transferred into your "Cashback" Jam Jar in your Current Account. Once the Ffrees Points have been transferred across they are transferred into money (1 Ffrees Point = £1) and you can save them up or spend them as you wish.

Confirmed Ffrees are transferred into your Ffrees "Cashback" Jam Jar between the 20th and the 25th of each month.

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When and how can I withdraw my Ffrees Points?
We automatically transfer your confirmed Ffrees Points to your Ffrees Account once a month, this will happen between the 20th and 25th of each month.

If, exceptionally, you do not have a Ffrees Account you can request that we send you a cheque but we make an administration charge of £2.50.

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Can pending Ffrees Points be withdrawn?
No, only confirmed Ffrees Points will be moved into your Ffrees "Cashback Jam Jar" once a month. This will happen between the 20th and the 25th of the month.

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When will my Ffrees Points be transferred into my Ffrees Cashback Jam Jar?
Confirmed Ffrees Points will be automatically transferred into your Ffrees "Cashback Jam Jar" once a month, this will happen between the 20th and the 25th of the month.

There may be some cases where the Ffrees Points will not be transferred automatically into your "Cashback" Jam Jar. This may happen if you have already used all your Ffrees Jam Jars or have a negative balance in your Ffrees Current Account. In either of these cases the funds will be put into your Ffrees Current Account.

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What are confirmed Ffrees Points?
These are Ffrees Points you have earned and which have been validated by the Ffrees Partner.

All confirmed Ffrees Points are automatically transferred from your Ffrees Savings Account to your Ffrees Current Account between the 20th and 25th of each month. You will see these in a Ffrees "Cashback" Jam Jar within your Ffrees Account.

There may be some cases where the Ffrees Points will not be transferred automatically into your "Cashback" Jam Jar. This may happen if you have already used all your Ffrees Jam Jars or have a negative balance in your Ffrees Current Account. In either of these cases the funds will be put into your Ffrees Current Account.

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How do I contact Ffrees?
Ffrees operates primarily online and you can contact us using the Contact Us button. Our postal address is :

Ffrees
Navigation House
Belmont Wharf
Skipton
North Yorkshire
BD23 1RL

If you have a query relating to your Ffrees Card you can call our Ffrees Customer Support Team.

For general queries call us on 0333 202 3640 Monday - Friday, 8am to 8pm and Saturday, 8am to 4pm (excluding public holidays).

If your query is relating to a lost/stolen card you should call 01756 693275 immediately. Lines are open 7 days a week, 24 hours a day.

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How do I change the details you hold for me?
Login and click on Profile. From here you can change your contact details. If your name has changed, please contact Customer Services.

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What if I cannot access your website?
We aim to have our website up and running all the time, but occasionally it might need to be offline for maintenance or upgrades. If the problem continues, first check your hardware, software and connection and if not resolved email us at info@ffrees.co.uk.

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Why do Ffrees emails appear in my spam folder?
Your email provider may be using a spam filter. While they are very useful at filtering unwanted emails, they may be preventing you from receiving some of the emails that you wanted. To receive emails from Ffrees, you need to add our address, noreply@ffrees.co.uk, to your email whitelist.

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How do I cancel my Ffrees Account?
To cancel your Ffrees Account, please contact our customer support team using the Contact Us tab requesting your cancellation. Further instructions will then be dispatched. You will have 14 days from the point of activation of the Ffrees Card to cancel with no fee; after the initial 14 days, a fee will be applicable (Please see Terms and Conditions). We complete all cancellation requests within 10 days of the request. Any funds remaining on your Ffrees Account, or Ffrees Savings Points held in your Ffrees Savings Account, can be transferred to a bank account of your choice prior to closure.

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How do I make a complaint?
We aim to provide a high quality service that meets the needs and expectations of all our customers. We do, however accept that there may be occasions when you may feel dissatisfied. If this does happen, please tell us about it so we can correct this. We endeavour to resolve any matter as quickly as possible.Please contact us by one of the following methods.

Telephone: 0333 202 3640

Email: Use the "Contact Us" form on the Ffrees website

Post:

Ffrees Family Finance Ltd.,
Electric Works,
Sheffield Digital Campus,
Sheffield,
S1 2BJ

Complaints received by email or post will be acknowledged within 2 working days of us receiving the complaint.

If we are unable to resolve your complaint about your Ffrees Account to your satisfaction within 8 weeks you may contact the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. Telephone 0845 080 1800 or +44 (0)20 7964 1000 (from outside the UK) and email: enquiries@financial-ombudsman.org.uk

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What do I do if my Ffrees Card is lost or stolen?
If you lose your Ffrees Card or it is stolen, or you suspect that your Ffrees Card has been used by someone other than you, you must tell us immediately by:
Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.
Telephone: call us on our lost and stolen card line +44 (0)1756 693275, 7 days a week, 24 hours a day. We will cancel your Ffrees Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Ffrees Card and we may need more information and assistance from you. Please note, until you notify us, you are responsible for any transactions made on your Ffrees Card.

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What do I do if I think someone else has used my card?
If you suspect that your Ffrees Card has been used by someone other than you, you must tell us immediately by:
Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.
Telephone: call us on our lost and stolen card line +44 (0)1756 693275, 7 days a week, 24 hours a day. We will cancel your Ffrees Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Ffrees Card and we may need more information and assistance from you. Please note, until you notify us, you are responsible for any transactions made on your Ffrees Card.

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What happens if someone has used my card fraudulently?
If you believe your security details are known by someone else or your card has been used fraudulently you must tell us immediately so that we can block the card and issue you with a replacement, you may also be asked to change your logon details and your PIN. Once your card is blocked we will not authorise any further transactions on the card. You must contact Customer Services about any transactions you believe were made fraudulently, you may be asked to complete a form to provide further information so that we may fully investigate the matter.

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How do I report a problem with the Ffrees website?
If you are having problems accessing pages on the Ffrees website or if some of the facilities are not working on the Ffrees website please check that the browser you are using is supported by Ffrees. Ffrees supports the latest two versions of:


- Google Chrome
- Mozilla Firefox
- Internet Explorer
- Windows Phone Browser
- iOS

Ffrees also supports the latest version of the Android browser.

If the browser you are using is not listed above please update your browser to get the best possible experience.

If the browser you are using is listed above and you are still experiencing difficulty please contact us and let us know which operating system (e.g. Windows 7, Windows 8, OS etc.) and which browser and browser version you are using (e.g. Google Chrome v. 37 etc.).

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I have received an email. How do I know it is from Ffrees?
Ffrees only sends emails from the following addresses, and will never ask you for account details or other sensitive information:

Individual customer queries are sent from info@ffrees.co.uk

Account emails are sent from support@card.ffrees.co.uk

Newsletters are sent from noreply@ffrees.co.uk

We can confirm that we do not send emails from the following email addresses:

administrator@ffrees.co.uk

admin@ffrees.co.uk

helpdesk@ffrees.co.uk

If you have any concerns about other email addresses, please report any suspicious activity to security@ffrees.co.uk

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I found a website I'm suspicious of, how do I know it's Ffrees?
Ffrees only uses one domain for our websites, which is:
ffrees.co.uk

The Ffrees website also uses secure "extended vaidation" (EV) certificates, so your web browser is able to show you that by making our name appear in green:



We can confirm that the following domains or websites hosted on them are not us:

fs.freesfin.com
www.freesfin.com

If you have any concerns about other websites or domains, please report any suspicious activity to security@ffrees.co.uk

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How do I cancel my Ffrees Account?
To cancel your Ffrees Account, please use the Contact Us tab requesting your cancellation. Further instructions will then be dispatched. You will have 14 days from the point of activation of the Ffrees Card to cancel with no fee; after the initial 14 days, a fee will be applicable (please see Terms and Conditions). We complete all cancellation requests within 10 days of the request. Any funds remaining on your Ffrees Account, or Ffrees Savings Points held in your Ffrees Savings Account, can be transferred to a bank account of your choice prior to closure.

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What do I do if my Ffrees Card is lost or stolen?
If you lose your Ffrees Card or it is stolen, or you suspect that your Ffrees Card has been used by someone other than you, you must tell us immediately by:

Online: go to the my cards tab in your account, and click the 'lost' or 'stolen' button next to the relevant card image.

Telephone: call us on our lost and stolen card line +44 (0)1756 693275, 7 days a week, 24 hours a day.

We will cancel your Ffrees Card. If you ask us to do so, we will investigate any disputed transaction or misuse of your Ffrees Card and we may need more information and assistance from you.

Please note, until you notify us, you are responsible for any transactions made on your Ffrees Card.

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