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1 I don't have any ID can I still apply?
Yes, you can complete your application without ID.

If we do need any additional ID from you whilst processing your application, we'll get in touch within 24 hours to let you know what we need.

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2 How long does it take to get an account?
After you've completed your application and confirmed your email address, you will either receive an email from us within 24 hours with all the details for your new account or an email asking for some additional information to get your application processed.

You will receive your Ffrees Debit Card in the post in 7-10 working days after your application is completed.

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3 What is Ffrees?
Ffrees is the UNbank. We operate a current account for everyone. A current account that helps you manage your money and save up, rather than get into debt. You can pay in your wages, benefits, pension and cash. You get a Ffrees Visa Debit Card which you can use anywhere you see the Visa acceptance sign, withdraw cash at ATMs, set up standing orders and make payments online and over the phone.

Also, with Ffrees you can earn cashback when you buy things from hundreds of retailers in our online Marketplace or when you use your Ffrees Debit Card at selected stores.

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4 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. We've just celebrated our 3rd anniversary and look forward to helping Britain UnBank for many more.

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5 Is Ffrees regulated by the FCA?
Ffrees itself is not regulated by the FCA and does not hold money paid into Ffrees Accounts. The money paid into your Ffrees Account is held in trust by Contis Financial Services Ltd. in a UK account of a UK authorised bank. Contis is authorised by the FCA under the EMoney Directive.

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6 I've forgotten my password - what do I do?
If you've forgotten your password, just click the forgotten password link at the log in page. This will take you through the process of resetting your password through the email address you have registered on your account.

You can only reset your password this way to ensure your personal details are kept safe and secure. As an added level of security, all account changes and transfers require authentication with another password called your Personal ID.

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

You can reach us on Facebook and Twitter Monday - Saturday 8am - 6pm.

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8 Am I eligible for a Ffrees Account if I live outside the UK
Currently, Ffrees Accounts are only available to UK residents. You would need to be registered at a UK postal address to be eligible for a Ffrees Account.

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9 What is a Ffrees account?
Ffrees is the revolutionary new current account for everyone. There are 4 current accounts to choose from where you can manage your money and save. You can pay in your wages, benefits, pension and cash. You get a Ffrees Visa Debit Card which you can use anywhere you see the Visa acceptance sign, withdraw cash at ATMs, set up standing orders and make payments online and over the phone. You can also get additional cards on your account for family members.

Also, with Ffrees you can earn cashback, paid as Ffrees Points, when you buy things from retailers in our online marketplace; 1 Ffrees Point = £1.

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

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10 What if I do not qualify for a Ffrees account?
If you don't qualify for a Ffrees Account right now, don't worry, you can always re-apply at a later date when you do qualify.

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What is Ffrees?
Ffrees is the UNbank. We operate a current account for everyone. A current account that helps you manage your money and save up, rather than get into debt. You can pay in your wages, benefits, pension and cash. You get a Ffrees Visa Debit Card which you can use anywhere you see the Visa acceptance sign, withdraw cash at ATMs, set up standing orders and make payments online and over the phone.

Also, with Ffrees you can earn cashback when you buy things from hundreds of retailers in our online Marketplace or when you use your Ffrees Debit Card at selected stores.

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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. We've just celebrated our 3rd anniversary and look forward to helping Britain UnBank for many more.

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

You can reach us on Facebook and Twitter Monday - Saturday 8am - 6pm.

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Is Ffrees regulated by the FCA?
Ffrees itself is not regulated by the FCA and does not hold money paid into Ffrees Accounts. The money paid into your Ffrees Account is held in trust by Contis Financial Services Ltd. in a UK account of a UK authorised bank. Contis is authorised by the FCA under the EMoney Directive.

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Is my money protected by the FSCS?
The money paid into Ffrees Accounts is held in trust by Contis Financial Services Ltd. in a UK account of a UK authorised bank, 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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What is a Ffrees account?
Ffrees is the revolutionary new current account for everyone. There are 4 current accounts to choose from where you can manage your money and save. You can pay in your wages, benefits, pension and cash. You get a Ffrees Visa Debit Card which you can use anywhere you see the Visa acceptance sign, withdraw cash at ATMs, set up standing orders and make payments online and over the phone. You can also get additional cards on your account for family members.

Also, with Ffrees you can earn cashback, paid as Ffrees Points, when you buy things from retailers in our online marketplace; 1 Ffrees Point = £1.

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

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What can I do in my Ffrees account?
With Ffrees you can do many of the things you can with any other 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 Debit Card. You can also put money aside for bills with our Money Manager, so you can more easily meet your bills and regular payments.

In addition to these features, you save as you spend by earning Ffrees Points on purchases made with your Ffrees Debit Card through the Ffrees Marketplace or with our retail partners.

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Are you a bank?
No we're an UNbank. We're the first of our kind. You get all the benefits that you get from banking, without lining the fat cats' pockets. We're 100% transparent, help you manage your money and save and since we do not have overdrafts, we don't charge unexpected fees.

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Will the Ffrees Account affect my credit rating?
No, 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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What if I don't qualify for a Ffrees Account?
If you don't qualify for a Ffrees Account right now, don't worry, you can always re-apply at a later date when you do qualify.

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Do Ffrees offer business accounts?
Whilst you are more than welcome to use your Ffrees Account for business, all our accounts are in sole names and would be classed as personal accounts.

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What is a Ffrees Account?
Ffrees is the UNbank. We operate a current account for everyone. A current account that helps you manage your money and save up, rather than get into debt. You can pay in your wages, benefits, pension and cash. You get a Ffrees Visa Debit Card which you can use anywhere you see the Visa acceptance sign, withdraw cash at ATMs, set up standing orders and make payments online and over the phone.

Also, with Ffrees you can earn cashback when you buy things from hundreds of retailers in our online Marketplace or when you use your Ffrees Debit Card at selected stores.

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What can I do with my Ffrees Account?
With Ffrees you can do many of the things you can with any other
current account, e.g. set-up standing orders, pay bills, make bank transfers and view your transactions to name a few!

You can also view and download your statements and see pending transactions on your Ffrees Debit Card. You can also put money aside for bills with our Money Manager, so you can more easily meet your bills and regular payments, but save too.

In addition to these features, you save as you spend (a novel concept) by earning Ffrees Points on purchases made with your Ffrees Debit Card through the Marketplace or with our retail partners.

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What types of Ffrees accounts are there?
We give you the Ffreedom to choose your price point on our slider. All options are completely free to join, but some have differing monthly fees so you can choose how and what you pay to suit how you use the account.

In addition to the standard features of a current account (direct debits coming soon), we give you rewards as Ffrees Points when you buy things using your Ffrees Debit Card in store or through the Ffrees Marketplace with our retail partners.

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Is Ffrees a credit card?
No, Ffrees is a current account for everyone. When you join you get 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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What is the Ffrees card?
The Ffrees Account comes with a Visa Debit Card. This card can be used anywhere that carries the VISA acceptance mark, both in the UK and abroad.

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Is my money safe?
The money paid into your Ffrees Account is held in trust by Contis Financial Services Ltd. in a UK account of a UK authorised bank. 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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Are you FCA regulated?
Ffrees itself is not regulated by the FCA and does not hold money paid into Ffrees Accounts. The money paid into your Ffrees Account is held in trust by Contis Financial Services Ltd. in a UK account of a UK authorised bank. Contis is authorised by the FCA under the EMoney Directive.

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What are the charges for using my Ffrees Account and Ffrees Debit Card?
We're really transparent about any fees for using your Ffrees Account or Ffrees Debit Card. Please check here for the fees for all Ffrees Accounts.

If you're still on one either our Ffrees Family, Ffrees Plus, Ffrees Premium or Ffrees Diamond Account, simply follow the steps below to check your fees:

Log into your account
Select "My Cards"
Select "My Fees" and take a look!

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Will I earn interest on my Ffrees Account?
No, your Ffrees Account does not pay interest. Instead we will reward you with Ffrees Points when you use your Ffrees Debit Card to buy things through the Ffrees Marketplace.

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Does it cost to order a replacement Ffrees Debit Card?
Yes, the cost to replace a Ffrees Debit Card that is lost, stolen or damaged is £5.

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Do you offer any borrowing facilities?
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 do I claim Ffrees Points?
You get Ffrees Points by using your Ffrees Debit Card to buy things through the Marketplace or in store with any of our retail partners.

Everything is recorded automatically through your Ffrees Account, so you don't need to do anything to claim your Ffrees Points.

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What are Ffrees Partners?
Ffrees Partners are all the retailers who pay cashback, which we turn into Ffrees Points, for purchases made using your Ffrees Debit Card either through the Marketplace or in store.

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How do I find out how many Ffrees Points I have?
To find out how many Ffrees Points you've earned, just log into your Ffrees Account and go to "Statements". In here you will see two tabs. One for your Ffrees Account and one for your Ffrees Points. Just click the "Ffrees Points" tab to see a summary of all your qualifying purchases and earned points.

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Are Ffrees Points money?
Ffrees points are cashback rewards that you get for buying things with your Ffrees Debit Card in store, or online via our Marketplace. 1 Ffrees Point = £1.

Confirmed Ffrees points are automatically transferred to your Cashback Jam Jar as money once a month.

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When and how can I withdraw my Ffrees Points?
Ffrees Points are paid every month into your Cashback Jam Jar. The idea is to help you save, but you can transfer the money back to your main Ffrees Account if you wish.

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What are Pending Ffrees Points?
Pending Ffrees Points are purchases that qualify for Ffrees Points, but where cashback hasn't yet been paid by the retailer. Depending on the type of purchase, these take between 30 days and 6 months to be confirmed.

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What are confirmed Ffrees Points?
Confirmed Ffrees Points are purchases where cashback has been paid by the retailer to us.

These are transferred to your Cashback Jam Jar just after the 20th of each month.

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What is the Money Manager?
Our Money Manager tool is part of your account that allows you to budget, save and stay in control of your money using our Jam Jars. Jam Jars are places you can store money in your Ffrees Account for bills, savings and regular commitments.

You might put money aside to pay your rent or mortgage, to save for a holiday or children’s birthdays. We transfer your Ffrees Points cashback to a Jam Jar automatically once a month. You can even set standing orders to leave your Jam Jars at different times of the month.

For more info please download our Money Manager User Guide here:

Money Manager

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Who can join Ffrees?
A Ffrees Account is for everyone, as long as you're 18 and over and live in the UK, with a postal address which can be verified. We don't do any credit checks, we only ask that you prove who you are.

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What if I do not qualify for a Ffrees account?
If you don't qualify for a Ffrees Account right now, don't worry, you can always re-apply at a later date when you do qualify.

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Am I eligible for a Ffrees Account if I live outside the UK
Currently, Ffrees Accounts are only available to UK residents. You would need to be registered at a UK postal address to be eligible for a Ffrees Account.

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My Partner has a Ffrees Account registered at my address - can I still apply?
Yes, you can have a maximum of 5 Ffrees Accounts registered at the same address. Each account would need to have it's own separate email address and would need to be in a different name.

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Can I have two Ffrees Accounts
At this stage, we only allow one account per person. If you want to have multiple accounts to keep your bills, savings and disposable income separate, we have the perfect solution with our Jam Jars and Money Manager tools.

Click here to read more:

Money Manager

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How do I join Ffrees?
It's really simple, just fill out our online application form, it's brief and should only take about 5 minutes to complete.

After filling out the form, we'll send a verification email to the email address you provided in your application. As soon as you click the link to verify it's your email address we'll start processing your application. You may need to supply some extra ID documents, but don't worry we'll always keep in touch and take you through the next steps and what you have to do next.

Click Here to get started

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I don't have any ID can I still apply?
Yes, you can complete your application without ID.

If we do need any additional ID from you whilst processing your application, we'll get in touch within 24 hours to let you know what we need.

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How long does it take to get an account?
After you've completed your application and confirmed your email address, you will either receive an email from us within 24 hours with all the details for your new account or an email asking for some additional information to get your application processed.

You will receive your Ffrees Debit Card in the post in 7-10 working days after your application is completed.

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I've had an email asking for more info - what do I do?
This just means that we need to see further ID from you to get your account set up. It's nothing to worry about and can happen for a variety of reasons.

To complete your application we need to have a quick look at some additional identification. We need an original of one item from LIST A and one copy From LIST B. The item from LIST A should be dated within the last three months.

LIST A: Originals only

- Council Tax Bill
- Home Telephone Bill
- Electricity or Gas Bill
- Bank Statement
- DWP Correspondence(benefit entitlement letter)
- Written confirmation you're registered on the Electoral Role

LIST B: Photo identification

- UK Driving Licence (valid full or provisional)
- Passport - Photo Page (valid)
- National Identity Card

Just post the information we’ve asked for to:

Ffrees
Navigation House
Belmont Wharf
Skipton
North Yorkshire
BD23 1RL

Once we have processed the extra information we will be in touch with what to do next.

Unfortunately, we don’t currently have the facility to accept scanned documents. If you don’t have any of the above or if you’d like to discuss your application further just give us a call on 0333 202 3640. We’re open 8am-8pm Monday to Friday and 8am-4pm on a Saturday. If you choose option 4 on the automated menu this will get you through to us in Customer Services and we’ll help you to complete your application and get started.

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I've applied using the wrong email address - what do I do?
Not to worry, we can't change any details submitted in an application, but you are free to re-apply with the correct details and we'll process that application for you.

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I'm not receiving the Verification Email - what do I do?
If you've not received your verification email, please be sure to check your junk/spam folder in case it's ended up in there.

It would be a good idea to add support@card.ffrees.co.uk, info@ffrees.co.uk and noreply@ffrees.co.uk to your email safe list as these are the email addresses we'll contact you from.

If you've checked your junk/spam folder and it's not there either, please contact us via the "Contact Us" form and we can resend it for you.

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I haven't received a Welcome Email - confirming my account is set up, what do I do?
If you've not received your welcome email, please be sure to check your junk/spam folder in case it's ended up in there.

It would be a good idea to add support@card.ffrees.co.uk, info@ffrees.co.uk and noreply@ffrees.co.uk to your email safe list as these are the email addresses we'll contact you from.

If you've checked your junk/spam folder and it's not there either, please contact us via the 'Contact Us' form and we can resend it for you.

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What if I have been made bankrupt?
The Ffrees Account is designed for everybody, we don't do credit checks and don't judge people based on how much money they have or haven't got.

If you've been made bankrupt you are still welcome to apply for a Ffrees Account as long as you are over 18 and are living at a UK address.

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Will you check my credit report?
When setting up your account, we never perform credit checks and your Ffrees Account will not have a positive or negative affect on your credit rating. The only thing that would show on your credit report is an identity check.

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I applied for a Ffrees Account a while ago - can I use the same application?
An application with Ffrees is live for 90 days. After 90 days it is automatically archived and can't be processed.

If you application was less than 90 days ago, you would be fine to carry on with that one. If it's been more than 90 days you would just need to re-apply with a different email address - or contact us to start again.

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What is my Username?
Your username is the email address you signed up with when you completed your Ffrees application.

If you want to change your username we would just need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have that info, we can update it for you.

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I've forgotten my registered email address what do I do?
If you've forgotten the email address you registered with, don't worry, just message us through the contact form OR give us a call on 0333 202 3640 and we can help you find it.

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Can I change my username?
Since your username is the email address you use to log in, to update it we would just need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have this info, we can update it for you.

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What is my password?
Your password is used to log into your Ffrees Account, along with your username/email address, it keeps your account secure and helps ensure that only you can access it.

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I've forgotten my password - what do I do?
If you've forgotten your password, just click the forgotten password link at the log in page. This will take you through the process of resetting your password through the email address you have registered on your account.

You can only reset your password this way to ensure your personal details are kept safe and secure. As an added level of security, all account changes and transfers require authentication with another password called your Personal ID.

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I'm not receiving my password reset link
If you've not received your password reset email, please be sure to check your junk/spam folder in case it's ended up in there.

It would be a good idea to add support@card.ffrees.co.uk, info@ffrees.co.uk and noreply@ffrees.co.uk to your email safe list as these are the email addresses we'll contact you from.

If you've checked your junk/spam folder and it's not there either, please contact us via the "Contact Us" form and we can look into it for you.

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Can I change my password?
Yes, just log in to your Ffrees Account and select "My Cards" then click the "Profile" icon at the top of the page - you can change your password in here.

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What is My Personal ID?
Once you've been accepted for a Ffrees Account we'll email you your Personal ID. This email will come from support@card.ffrees.co.uk, please remember to check your spam/junk folder in case it's landed there!

Once you're logged in, you can change your Personal ID to something memorable. Your Personal ID allows you to transfer money in and out your Ffrees account, create and manage standing orders and many other things, so it's really important to keep it safe and secure.

If you ever lose your Personal ID don't worry! To get a new one simply email support@card.ffrees.co.uk remembering to include your name and email address or give us a call on 0333 202 3640. .

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I've forgotten my Personal ID what do I do?
If you've forgotten your Personal ID, we can send you a new one. Simply email support@card.ffrees.co.uk remembering to include your name and email address or give us a call on 0333 202 3640.

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I requested a new Personal ID but it's not in my emails
If you've not received your Personal ID email, please be sure to check your junk/spam folder in case it's ended up in there.

It would be a good idea to add support@card.ffrees.co.uk, info@ffrees.co.uk and noreply@ffrees.co.uk to your email safe list as these are the email addresses we'll contact you from.

If you've checked your junk/spam folder and it's not there either, please contact us via the "Contact Us" form and we can look into it for you. If you need your Personal ID urgently, please give us a call on 0333 202 3640.

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Can I change my Personal ID?
Yes, just log in to your Ffrees Account and go to the 'Account Management' tile and then into the "Profile" tab along the top. You can change your Personal ID in there.

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My Personal ID isn't working
If your Personal ID isn't working, please send us a message from the "Contact Us" form in your account or by calling us on 0333 202 3640 and we will reset it for you.

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I can't activate my Ffrees Debit Card
The easiest way to activate your Ffrees Debit Card is online.

To activate online:

- Log into your Account at www.ffrees.co.uk
- Click on ”My Cards"
- Select “My Cards” again
- And then the “Activate” button

You will be prompted for two things: your 16 Digit Ffrees Debit Card number and an activation code. The activation code will be emailed to you once you start the activation process.

If there are problems activating your Ffrees Debit Card this way, please give us a call on 0333 202 3640. Just select option 2 and follow the prompts.

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What do I do after I have activated my Ffrees Debit Card and retrieved my PIN?
You're nearly there! All you need to do now is pay money into your account. There are a few ways you can do this.

1. Your Earnings, Pension, Benefits or Loans can be paid in directly.

Just provide your Ffrees Account details to the person paying into your Account. Your Ffrees Account details are as follows

- Account Name: YOUR 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 1JL*

If it's paid using a Faster Payment there are currently four processing times - Monday to Friday (excluding bank holidays) around 9am, 2pm, 5pm and 8pm. If funds are paid into your Ffrees Account after 6pm on Friday, the funds will be added to your available balance at 9am the next working day.

If it's paid using BACS, it will hit your Account at around 8am on the third working day after the transfer was made.

2. Bank Transfer/Standing Order:

You can set up a standing order or transfer money to your Ffrees Account online. Just log into your bank and pay into your Ffrees Account; your Account details are listed above.


3. PayPoint:

Take your Ffrees Debit Card to any PayPoint retailer and hand it and the money to the retailer. They’ll swipe the card through their terminal and pay into your Ffrees Account.

You can pay in a minimum of £10 and a maximum of £249 in one transaction. The money will be in your Ffrees Account within 30 minutes. There is a small fee for this service (charged by the PayPoint merchant); please refer to your fee table Here (https://www.ffrees.co.uk/#fees) for more information. Log into your Ffrees Account to find your nearest PayPoint store.

*Please note it's not possible to pay into your Ffrees Account by using a NatWest branch. Cash payments can only be made using a PayPoint retailer.

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How do I retrieve my PIN?
To retrieve your PIN, log in and go to "My Cards", select "My Cards" again and click the "Retrieve PIN" button next to the relevant card image.

Alternatively, give us a call on 0333 202 3640, choose option 2 and follow the instructions. Be sure to 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 in the 'PIN Services' menu.

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Can I change my PIN?
Yes, you can change your PIN to a more memorable number at any ATM that accepts VISA and has an option for 'PIN Services'. Please remember to keep your PIN secure and never write it down.

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I've activated my Account and retrieved my PIN, what do I need to now?
You're nearly ready; all you need to do is pay in to your Ffrees Account.

See how Here

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How long does it take to receive my Ffrees Debit Card?
We allow for 10 working days for your Ffrees Debit Card to get to you once your account has been opened.

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It's been 10 working days and still no sign of my Ffrees Debit Card - what should I do?
If it's been more than 10 working days and you've not received your Ffrees Debit Card, please let us know either by the "Contact Us" form when you're logged in to your account or by calling us on 0333 202 3640. We can look into it for you and get a new card out to you if needs be.

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Can I go overdrawn?
Whilst Ffrees do not offer an overdraft facility, it is possible for the account to go into a negative balance. This can happen when several payments go out close to each other or when fees like the monthly management fee are charged when there are insufficient funds to cover it. Don't worry though, we'll never charge you for going negative.

As soon as you pay in and your balance is restored to a positive, your account will carry on as normal.

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Can I have an overdraft?
No, the Ffrees Current Account does not offer an overdraft or any credit facility; you can only spend the money that you pay into your Ffrees Account.

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What do I need to log in?
You can log in to your Ffrees Account by using the email address and password you registered with when you signed up.

Be sure to keep these details safe and secure.

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Can I change my email address?
Since your email address is used to log in to your account, to update it we would need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have this info, we can update it for you.

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What is my Username?
Your username is the email address you used to sign up when you completed your Ffrees application.

If you want to change your username we would just need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have this info, we can update it for you.

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I've forgotten my username
Your username is the email address you used to sign up when you completed your Ffrees application.

If you've forgotten the email address you registered with, just message us through the "Contact Us" form or give us a call on 0333 202 3640 and we can help you find it.

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Can I change my username?
Since your username is the email address you use to log in, to update it we would just need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have that info, we can update it for you.

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What is my password?
Your password is used to log into your Ffrees Account, along with your username/email address, it keeps your account secure and helps ensure that only you can access it.

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Can I change my password?
Yes, just log in to your Ffrees Account and go to the "Profile" icon and change it in there.

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What is my Personal ID?
Once you've been accepted for a Ffrees Account we'll email you your Personal ID. This email will come from support@card.ffrees.co.uk, please remember to check your spam/junk folder in case it's landed there!

Once you're logged in, you can change your Personal ID to something memorable.

Your Personal ID allows you to transfer money in and out your Ffrees account, create and manage standing orders and many other things, so it's really important to keep it safe and secure.

If you ever lose your Personal ID don't worry! To get a new one simply email support@card.ffrees.co.uk remembering to include your name and email address or give us a call on 0333 202 3640.

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What if I can't log in to my account?
If you're having difficulty logging in to your account, please contact us via the 'Contact Us' form or call us on 0333 202 3640.

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How do I activate my Ffrees Debit Card?
The easiest way to activate your Ffrees Debit Card is online.

To activate online:

- Log into your Account at www.ffrees.co.uk
- Click on ”My Cards”
- Then “My Cards” again
- And then the “Activate” button

You will be prompted for two things: your 16 Digit Ffrees Debit Card number and an activation code. The activation code will be emailed to you once you start the activation process.

If there are problems activating your Ffrees Debit Card this way, please give us a call on 0333 202 3640. Just select option 2 and follow the prompts.

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How do I pay into my Ffrees Account?
There are three ways that you can pay into your Ffrees Account:

1. Your Earnings, Pension, Benefits or Loans can be paid in directly.

Just provide your Ffrees Account details to the person paying into your Account. Your Ffrees Account details are as follows

- Account Name: YOUR 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 1JL*

If paid through Faster Payment, the funds will be processed each hour, on all days of the week.

If paid by BACS, the money will reach your account at approximately 8:05am on the third working day after the payment was made.

2. Bank Transfer/Standing Order:

You can set up a standing order or transfer money to your Ffrees Account online. Just log into your other bank and pay into your Ffrees Account; your Account details are listed above.

3. PayPoint:

Take your Ffrees Card to any PayPoint retailer and hand it and the money to the retailer. They’ll swipe the card through their terminal and pay into your Ffrees Account.

You can pay in a minimum of £10 and a maximum of £249 in one transaction.
Daily limit* of £500
7 days limit of £2500
30 day limit of £5000
*runs midnight to midnight.

The money will be in your Ffrees Account within 30 minutes. There is a small fee for this service (charged by the PayPoint merchant); please refer to your fee table Here (https://www.ffrees.co.uk/#fees) for more information. Log into your Ffrees Account to find your nearest PayPoint store.

*Please note it's not possible to pay into your Ffrees Account by using a NatWest branch. Cash payments can only be made using a PayPoint retailer.

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What are BACS and Faster Payments?
The most common electronic funds transfers you will see mentioned are Faster Payments and BACS.

Faster Payments are processed each hour, 24/7, and will generally arrive in your account in the next slot after we’ve received them.

BACS payments are processed daily and will reach your account at approximately 8:05am on the third working day after they were transferred.

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Can anyone pay funds into my Ffrees Account?
Yes, you can receive funds as electronic funds transfers from any UK bank account. However, paying using PayPoint can only be made by the account holder.

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Can I get my salary/wages paid directly into my Ffrees Account?
Yes, you can get your salary/wages, benefits or pension paid into your account directly.

Just provide your Ffrees Account details to the person/company paying into your Account. Your Ffrees Account details are as follows:

- Account Name: YOUR 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 1JL*

If paid through Faster Payment, the funds will be processed each hour, on all days of the week.

If paid by BACS, the money will reach your account at approximately 8:05am on the third working day after the payment was made.

* Please note you are unable to pay into your Account by using a NatWest branch. Cash payments can only be made using a PayPoint retailer.

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Can I pay in Cheques?
Sorry, we don't currently have the facility to pay cheques into Ffrees Accounts.

We're sorry for the inconvenience that this may cause.

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How long will it take for funds paid into my account to appear?
It all really depends how the funds were transferred.

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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My funds haven't been credited when I expected them to - what should do I do?
The time taken for funds to hit your account depends on how the funds were sent and when they were processed by the sender.

If you check when and how the funds were sent and contact us via the 'Contact Us' form in your account or by calling 0333 202 3640, we could help give you an expectation of when you will see your funds.

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What are my Ffrees Account details?
You can find your Ffrees Account details by logging in to your account, selecting "Paying into your Account" and clicking "Pay In" at the top of the page .

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I've made a withdrawal from a gambling site - how long will this take to arrive in my account?
Withdrawals from gambling websites are usually processed as debit card refunds. Unfortunately, these don't have standard set time scales. They can take anything from 24 hours to 14 days.

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Do you have an IBAN/SWIFT code?
An IBAN and SWIFT/BIC codes are used to receive transfers from overseas accounts. Unfortunately, we don't currently have the facility to receive funds from abroad. This is something we are hoping to offer in future.

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Can I use my Ffrees Account with PayPal?
Yes, you can use a Ffrees Account to make payments and withdraw money from your PayPal account.

To set up your account to withdraw money from PayPal you will need to give PayPal customer support a call and give them your account number and sort code.

PayPal withdrawals are done by Faster Payment, which are processed hourly (24/7) and usually in the next slot after we’ve received them.

You can set up your Ffrees Debit Card for payments by:

- Creating a PayPal account or logging in to 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
- CVV2 (last 3 digits on the signature strip)

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

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Can I make a bank transfer at any time of day?
Yes, you can make a bank transfer at any time of the day. There are different types of transfers out of your Ffrees Account.

Future dated transfers (BACS) take three working days to reach the recipient's account and are free.

For a full list of options when transferring money out of your Ffrees Account please click Here

Please note that there may be fees for transferring money out of your Ffrees Account by a method other than the (BACS) bank transfer. Please refer to your fees table for more information.

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Can I set up a direct debit?
Sorry, we don't currently offer a direct debit facility. We appreciate how important direct debits are for keeping all your bills organised and we're 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.

We'll definitely be letting everyone know the minute they're ready!

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Do you support faster payments?
We're sorry but currently we don't 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! We will keep you informed of any and all enhancements.

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

Just populate the details needed on screen and enter your Personal ID to complete the transfer.

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How can I set up a standing order on my account?
To set up a standing order on your account, just:

- log in and click "My Cards" on the dashboard
- Select "Standing Orders" from the left hand panel
- Select the "New Standing Order" button and complete all the details

- Standing orders are processed at 2:30pm on working days.

To change your standing order on your account. Just:

- log in and click "My Cards" again
- Select "Standing Orders" from the left hand pane
- Edit the standing order you want to change

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Is there a spending limit attached to my Ffrees Debit Card?
There is a £250 limit on how much you can withdraw from your account at an ATM but no limit to how much you can spend on your Ffrees Debit Card.

You will be able to spend up to the maximum amount of your available balance.

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Can I make a payment to a credit card from my Ffrees Account?
Yes, but only by using your Ffrees Card for the transaction, either online or over the phone. It's not possible to make a BACS payment to a credit card.

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Can I use my Ffrees Debit Card at an ATM?
Yes, you can use your Ffrees Debit Card anywhere you see the VISA acceptance mark.

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What is the maximum I can withdraw in a day?
The maximum you can withdraw with your Ffrees Debit Card is £250. This would be a combination of ATM/cash machine withdrawals and cashback at a till in a store.

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Can I increase the ATM limit?
Unfortunately not, this is the daily limit set by VISA. However, there is no limit to how much you can spend on your card or transfer out of your account.

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What should I do if I didn't get my money from the ATM but my account has still been debited?
If you attempted to withdraw funds from your Ffrees Account at an ATM and the funds weren't dispensed, make a note of the time, date and location of the ATM along with the ATM provider and give us a call on 0333 202 3640. We will raise a dispute on your behalf with the ATM operator and go through a formal process to investigate it for you.

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Can I get cashback in shops?
Yes you can, any shop that has the VISA acceptance mark and offers a cash back facility can give you cashback from your Ffrees Debit Card.

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Does cashback in shops affect my daily ATM withdrawal limit?
Yes, the withdrawal limit is a maximum of £250 daily. This is a combination of both ATM and cashback withdrawals.

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Can I use my Ffrees Debit card to get cash from a bank counter?
No, unfortunately we don't have the facility to offer withdrawals over the counter at a bank.

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How often will I receive statements?
You will be notified by email on a daily, weekly or monthly basis depending on your statement requirements.

The email will confirm that that your statement is ready for you to view in your account at www.ffrees.co.uk.

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Can I stop receiving statement notifications by email?
Yes, just log in to your account, click: "My Cards" then go into the change email options on the left side of the screen. Untick the box and press "Update" and you will stop getting notifications. You will still get a notification about your yearly statement.

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Can I receive paper statements?
Yes, you can order paper statements yourself online.

Log into your account.
From your "Dashboard" just select "Statements" from the black strip running along the top.

From here click "Postal Statement" option, select the month you need, and click the "Request Statement" button.

A paper statement will arrive within 5-7 working days.

Alternatively you can call us on 0333 202 3640 (8am to 8pm Weekdays 8am to 4pm Saturdays) Choose option 4 on the automated menu and we'll be able to help you with ordering a paper statement.

There is a £2.50 fee per Paper Statement

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How many statements are available for me to view online?
You can view and download up to 48 months of statements online.

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How can I check my current balance?
You can check your balance in one of 4 ways.

1 - Online by logging in to your account.
2 - At an ATM
3 - By calling 0333 202 3640 and selecting option 1
4 - By texting the word 'BALANCE' to 0777 0 500 500*

*the mobile number you text from has to be the same one you have registered to your Ffrees Account

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My balance is negative - why is this?
Whilst Ffrees do not offer an overdraft facility, it is possible for the account to go into a negative balance. This can happen when several payments go out close to each other or when fees like the monthly management fee are charged and there are insufficient funds to cover. Don't worry though, we'll never charge you for going negative. As soon as you pay in and your balance is restored to a positive, your account will carry on as normal.

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Is it free to check my balance at an ATM?
Yes, we do not charge to check your balance at an ATM but remember it needs to be one that has the VISA acceptance mark.

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

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What SMS alerts can I receive?
You can choose to receive an SMS when:

1 - Your card is used at an ATM
2 - Your card is used in a shop or online
3 - You receive funds into your account
4 - You spend over a specified amount

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How do I enable SMS alerts?
To enable SMS alerts, just log in to your account and click "My Cards". Then click "Change SMS options" on the left side of the screen. Select the options you require and click "Update".

Please remember to check the mobile number we have for you in your Profile to ensure the texts are sent to the correct number.

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Will I be charged for being sent SMS messages?
Yes, SMS alerts are charged at 10p per SMS sent by us. This is deducted from your Ffrees balance.

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

You might put money aside to pay your rent or mortgage, to save for a holiday or children’s birthdays. We also transfer your Ffrees points from cashback to a Jam Jar automatically once a month. You can even set standing orders to leave your Jam Jars at different times of the month. Please download our Money Manager User Guide HERE to see how.

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What is the maximum number of Jam Jars I can have?
You can have a maximum of 8 Jam Jars at any one time

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What's the limit on my Jam Jars?
There's a maximum limit for your account and what's in your Jam Jars is included in this. Just to remind you of the limits these are:

£5,000 for the Family Account
£6,000 for the Plus Account
£8,000 for the Premium Account
£10,000 for the Diamond Account

Ffrees Zero, Ffrees 5 - Free ATM's, Ffrees 5 - Free BACS and Ffrees 10 Accounts all have an account limit of £8,000

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Can I set standing orders straight from my Jam Jars?
Yes, you can set up standing orders to pay rent, bills etc directly from your Jam Jars. Be sure to view our user guide Here to see how.

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Can I set up standing orders straight into my Jam Jars?
No, but you can have funds transferred from your main balance into specific Jam Jars at specific times in the month.

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Can my Ffrees Points be credited to any Jam Jar? Like my 'rent' Jam Jar?
No, Ffrees Points will only be credited to your Cashback Jam Jar, but you can freely move your money between your Jam Jars yourself however you want to.

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What is the 'Save £1 a day' tool?

If you don't want to do it daily, or fancy saving more than £1, you can choose to save between £1 - £10 either daily, weekly or monthly.

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How do I close my account?
To close your Ffrees Account, please contact our customer support team using the "Contact Us" form when you're logged in to your Ffrees Account requesting to close. Once we get your closure request, we'll let you know what happens next.

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Is there a charge for closing my account?
You will have 14 days from the point of activation of your Ffrees Debit Card to cancel with no fee; after the initial 14 days, a £2.50 fee will be applicable (Please see Terms and Conditions). We complete all closure requests within 10 days of the request

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How do I change my Ffrees account?
When you've had your account for 30 days from activation, you'll be able to upgrade your Current Account type. To do this just log into your Account at www.ffrees.co.uk

Once you’re logged in just click on the “My Fees” under the Account Balance display and then click on “My Fees” again.

Within the “My Fees” section:

- Click on the orange button to “Change Package”
- Select the new Ffrees Current Account that you would like to change to
- Review the fees for this new Account
- Review and agree to the terms and conditions
- Select a date for the change to take place

You can upgrade to the Ffrees Zero, Ffrees 5 or Ffrees 10, but will not be able to upgrade or downgrade to the Family, Plus, Premium or Diamond accounts. These account types are no longer available.

Once you’ve changed your Ffrees Current Account you’ll need to wait for 30 days before you can change it again so it’s well worth double checking that you’re happy with the new Ffrees Account you're selecting.

You can compare all of our Accounts by Clicking Here

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How many times can I change my account?
There's no limit on how many times, but you can only do it once every 30 days

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When are the monthly management fees debited?
The monthly management fees are debited at the same time each month on the anniversary of the day the account was opened

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Do I still have to pay for the entire month if I upgrade mid-month?
If you change your package mid-month you would be refunded the proportion of the cost for the remainder of the month for your old package and then charged a proportionate amount for the rest of the month on your new package.
For example - If you go from the Ffrees 5 (£5 per month) to Ffrees 10 (£10 per month) half way though the month, you would be credited £2.50 for the rest of the month's Ffrees 5 management fee and then charged £5 for the remainder of the month's Ffrees 10 management fee before it starts charging the £10 per month fee.

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What if I want to downgrade?
When you've had your account for 30 days from activation, you'll be able to downgrade your Current Account type. To do this just log into your Account at www.ffrees.co.uk

Once you’re logged in you’ll see some boxes in front of you, just click on the “My Cards” icon on the dashboard and then click on “My Fees”.

Within the “My Fees” section:

- Click on the orange button to “Change Package”
- Select the new Ffrees Current Account that you would like to downgrade to
- Review the fees for this new Account
- Review and agree to the terms and conditions
- Select a date for the change to take place

Once you’ve changed your Ffrees Current Account you’ll need to wait for 30 days before you can change it again so it’s well worth double checking that you’re happy with the new Ffrees Account you're selecting.

You can compare all of our Accounts by Clicking Here

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What do I do if I have forgotten my PIN?
There are two ways to retrieve your PIN - online or by phone. We’d recommend you retrieve your PIN online as it’s the quickest and easiest way.

To retrieve your PIN online just log into your Account at www.ffrees.co.uk, once logged in follow the steps below:

1 - Select "My Cards”
2 - Then click on “My Cards” again
3 - Select the card you’d like to retrieve the PIN for and click “Retrieve PIN”

You’ll be asked for three things to retrieve your PIN

1 - Your 16 Digit Ffrees Debit Card Number
2 - Your CVV (this is the last three digits on your Ffrees Debit Card)
3 - Your Personal ID

Your Personal ID was emailed to you when we first notified you that your Ffrees Account had been opened, this email came from support@card.ffrees.co.uk. If you can’t find your Personal ID please let us know using the "Contact Us" form and we’ll send you another one.

To retrieve your PIN by phone just call us on 0333 202 3640 and press option 2. You’ll just need to have your Ffrees Card and your Account Number to hand when you call.

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How do I retrieve my PIN?
There are two ways to retrieve your PIN - by phone or online. We’d recommend you retrieve your PIN online as it’s the quickest and easiest way.

To retrieve your PIN online just log into your Account at www.ffrees.co.uk, once logged in follow the steps below:

1 - Select "My Cards"
2 - Then click on “My Cards again”
3 - Select the card you’d like to retrieve the PIN for and click “Retrieve PIN”

You’ll be asked for three things to retrieve your PIN

1 - Your 16 Digit Ffrees Debit Card Number
2 - Your CVV (this is the last three digits on your Ffrees Debit Card)
3 - Your Personal ID

Your Personal ID was emailed to you when we first notified you that your Ffrees Account had been opened, this email came from support@card.ffrees.co.uk. If you can’t find your Personal ID please let us know using the "Contact Us" form and we’ll send you another one.

To retrieve your PIN by phone just call us on 0333 202 3640 and press option 2. You’ll just need to have your Ffrees Card and your Account Number to hand when you call.

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How do I change my PIN?
If you’d like to change your PIN to a more memorable number, you can do this easily at most ATMs/Cash Machines that display the VISA Acceptance Mark. Look for the "PIN Services" option in the ATMs menu.

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I have blocked my PIN, what do 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 on 0333 202 3640 and we will unblock it for you.

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What is the maximum amount I can have in my account?
The maximum you can hold in your Ffrees Account at any one time depends on which account you have:

£8000 for Ffrees Zero, Ffrees 5 and Ffrees 10
£5,000 for the Family Account
£6,000 for the Plus Account
£8,000 for the Premium Account
£10,000 for the Diamond 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.

To receive emails from Ffrees, you need to add our addresses: noreply@ffrees.co.uk, info@ffrees.co.uk and support@card.ffrees.co.uk to your email 'whitelist'.

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What do I do if I have not received my Ffrees Debit Card?
We allow for 10 working days to receive your Ffrees Debit Card.

If you haven't received your card after 10 working days, please contact our Customer Support team on 0333 202 3640. Please choose option 4 on the automated menu, then one of our team will be able to assist you with your query.

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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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I don't recognise a transaction in my recent items?
If you don't recognise a transaction in your recent items, first contact the company the payment was made to, to confirm whether you recognise the payment or not. If there are any problems, or you suspect that your card was used fraudulently, it is important to give us a call ASAP on 0333 202 3640 so that we can look into it for you.

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I'm due a refund - how long will this take?
Card refunds are, unfortunately, not covered by standard time scales like other transactions. It can normally take up to fourteen working days for refunds to be received onto your account. As soon as the funds are received by us, they will be immediately available to you. Please contact Customer Services on 0333 202 3640 if the refund does not appear in your account after this time.

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What are pending items?
These are 'pre-authorisations'. When you pay for something with your card, the merchant checks you have enough funds to cover it and then reserves the amount of the purchase (sometimes called ringfencing). This will stay as a pending item on your statement until the merchant takes the money (after a couple of days) and it moves from pending to your statement.

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A transaction has been declined - how long until it refunds into my account?
If a transaction is not confirmed, it will return automatically to your available balance at midnight on the 7th day after the transaction was made.

If you want to have the funds returned to your balance sooner, please contact us on 0333 202 3640 and provide confirmation of the declined transaction.

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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 Debit 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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What do I do if my Ffrees Debit card does not work?
First, do a few checks:

1 - Check you have sufficient funds on your Ffrees Debit Card.
2 - Check your Ffrees Debit Card is not damaged.
3 - Check your Ffrees Debit Card has not expired.
4 - Ensure your Ffrees Debit Card has not been blocked on your instruction.
5 - Make sure you are using the correct PIN.
6 - If you are online or on the phone, check you have entered your Ffrees Debit Card number and other details correctly.
7 - Check that Visa is accepted as a method of payment in the place you are trying to use your Ffrees Debit Card.

If it still doesn’t work, please contact Customer Services on 0333 202 3640.

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

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Where can I use my Ffrees Debit Card?
You can use your Ffrees Debit 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 Debit Card at electronic payments terminals at petrol pumps (but you can still pay at the kiosk till) or with some train companies.

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Can I use my Ffrees Debit Card with PayPal?
Yes, you can use a Ffrees Account to make payments and withdraw money from your PayPal account. You would need to give PayPal customer support a call to register your account number and sort code to withdraw funds.

PayPal withdrawals are done by Faster Payment, which are processed hourly (24/7) and usually in the next slot after we’ve received them.

You can set up your card for payments by:

- Creating a PayPal account or logging in to 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
- CVV2 (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.

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What are my Ffrees Account details?
You can find your Ffrees Account details by logging in to your account and visiting your dashboard.

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My Ffrees Account has been compromised - what do I do?
If you suspect there has been fraudulent activity on your Ffrees Account it's really important that you let us know straight away by calling 0333 202 3640 and selecting option 3

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Will my Ffrees Account be compatible with Apple Pay?
Not at present, we plan to enable it in the future.

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Do you offer insurance against Identity Theft?
No, but if you have any issues relating to fraud we will act fast to help you out with blocking your account and card if you ask us to.

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What if I never use my Ffrees Debit Card?
There is no minimum usage on your Ffrees Debit Card. As long as you've activated it, it will stay active until the expiry date. However, if your Ffrees Family or Ffrees Zero Account goes unused for 2 consecutive months, there is a £2 inactivity fee.

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What happens to pending transactions?
The pending transaction will either turn into a confirmed transaction or will be removed automatically at midnight on the 7th day after the transaction.

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Can I use Pingit with my Ffrees Account?
Unfortunately you can't use the Pingit facility with your Ffrees Account at the moment, however it is something we're looking into and hope to be able to offer it in the future.

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My Ffrees Debit Card has not arrived, what do I need to do?
If you haven't received your Ffrees Debit Card after 10 working days, please contact our Customer Support team on 0333 202 3640. Please choose option 4 on the automated menu, then one of our team will be able to assist you with your query.

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My Ffrees Debit Card isn't working, what shall I do?
If you're Ffrees Debit Card isn't working, first, do a few checks:

1 - Check you have sufficient funds on your Ffrees Debit Card.
2 - Check your Ffrees Debit Card is not damaged.
3 - Check your Ffrees Debit Card has not expired.
4 - Ensure your Ffrees Debit Card has not been blocked on your instruction.
5 - Make sure you are using the correct PIN.
6 - If you are online or on the phone, check you have entered your Ffrees Debit Card number and other details correctly.
7 - Check that Visa is accepted as a method of payment in the place you are trying to use your Ffrees Debit Card.

If it still doesn’t work, please contact Customer Services on 0333 202 3640.

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My PIN is blocked, what do 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 or blocked your card entering your CVV2 (last 3 digits on the back) too many times online, please contact Customer Services on 0333 202 3640 and we will unblock it for you.

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Where can I use my Ffrees Debit Card?
You can use your Ffrees Debit 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 Debit Card at electronic payments terminals at petrol pumps (but you can still pay at the kiosk till) or on certain train carriages.

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How do I Activate my Ffrees Debit Card?
To activate your Ffrees Debit Card you need to do one of the following:

Online - select "My Cards" on the dashboard, click "My Cards" again and choose the activate button next to the relevant card image.

Telephone - call 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.

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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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What is a Ffrees Debit Card?
A Ffrees Debit 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 Debit Card at electronic payment terminals at petrol pumps (you can still pay in the kiosk) or on certain train carriages.

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Can I apply for an additional Ffrees Debit Card?
Yes, you can have a maximum of 4 additional Ffrees Debit Card holders attached to your account. Additional Ffrees Debit Card holders need to be at least 13 years old and living at the same address as you.

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What are the charges for using a Ffrees Debit Card?
We're really transparent about any fees for using your Ffrees Account or card. Please check Here for the fees for all 4 Ffrees Accounts.

If you still hold one of our old accounts you can check your fees simply by following the steps below:

Log into your account
Select My Cards
Select My Fees and take a look.

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Is there a charge for a replacement Ffrees Debit Card?
Yes, there is a charge of £5 for a replacement card if your Ffrees Debit Card is lost, stolen or damaged.

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Will you be introducing Contactless Cards?
Yes, we see Contactless Cards as being a really important addition to the Ffrees Account and are hoping to have them available very soon.

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Is there anything I can't buy using my Ffrees Debit Card?
You can use your Ffrees Debit 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 Debit Card at electronic payments terminals at petrol pumps (but you can still pay at the kiosk till) or with certain train companies

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What happens if I never use my Ffrees Debit Card?
If you don't use your Ffrees Zero Account or Ffrees Family Account for two consecutive months, there is a £2 inactivity fee charged. This can be avoided with any payment into or out of the account. All other accounts are unaffected

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Is there a spending limit on my Ffrees Debit Card and Ffrees Account?
There is a limit on how much you can withdraw from your account but no limit to how much you can spend on your Ffrees Debit Card.

You will be able to spend up to the maximum amount of your available balance.

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Can I use my Ffrees Debit Card online?
You can use your Ffrees Debit Card wherever you see the Visa acceptance mark online.

There are no additional charges for using your Ffrees Debit Card for online purchases, unless they are purchases made in a foreign currency, except for Ffrees Zero where a small charge applies for UK transactions as well.

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I've moved house - how do I tell you?
You can update your address once every 90 days by either logging into your account, clicking "My Cards" on the dashboard and selecting "Profile", or by contacting us through the "Contact Us" form when you're logged in to your account.

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How do I change my email address?
Since your email address is used to log into your account, to update it we would just need you to contact us through your account with your:

Name
Date of birth
Current email address
New email address

As soon as we have this info we can get it all updated for you.

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Can I change my password?
Yes, just log in to your Ffrees Account, select "My Cards" and click the "Profile" icon at the top of the screen.

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Can I update my phone number?
Yes, just log in to your Ffrees Account, select "My Cards" and click "Profile"

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My name has changed, what do I do?
To change your name on your account we would need to see the original copy of the deed poll document or marriage certificate. You can send this to:

Ffrees
Navigation House
Belmont Wharf
Skipton
North Yorkshire
BD23 1RL

Once we receive the document we will process the change on your account. Once we've made the changes we will return the document to you!
Please be sure to include a covering letter with your full name and address as well as your registered email address so we can associate the document to your existing account.

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Do you offer joint accounts?
All our accounts are in sole names; however you can have up to 4 additional Ffrees Debit Card holders. Additional Ffrees Debit Card holders need to be at least 13 years old and can be requested through your Ffrees Account.

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Can other people have a Ffrees Debit Card for my account?
Absolutely, you can have up to 4 additional card holders. Additional card holders need to be at least 13 years old and can be requested through your Ffrees Account.

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How do I contact Ffrees?
Ffrees operates primarily online and you can contact us using the "Contact Us" button. When you do this in your account, it keeps everything secure.

You can also contact us through our Facebook and Twitter (@FfreesUK) pages.

You can also call us on 0333 202 3640 Monday - Friday 8am - 8pm and Saturday 8am - 4pm

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Can I come and speak to someone in person?
Sorry, no, Ffrees operates primarily online and you can contact us using the "Contact Us'" button. When you do this in your account, it keeps everything secure.

You can also contact us through our Facebook and Twitter (@FfreesUK) pages.

You can also call us on 0333 202 3640 Monday - Friday 8am - 8pm and Saturday 8am - 4pm

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Do you operate telephone banking?
Ffrees is online only and has loads of great features for saving, budgeting and keeping on top of your finances all through your Ffrees Account online. If you do need any help then you can give us a call on 0333 202 3640 Monday - Friday 8am -8pm and Saturday 8am - 4pm

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Is there a banking App?
Your Ffrees Account has been designed to work extremely well on smartphones, so a mobile app is not really needed. However, we are working on an app to help speed up everyday queries and transactions.

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How do I close my Ffrees account?
To close your Ffrees Account, please contact our customer support team using the 'Contact Us' form when you're logged in to your Ffrees Account requesting to close. Once we get your closure request, we'll let you know what happens next.

You have 14 days from the point of activation of the Ffrees Card to cancel with no fee; after the initial 14 days, a £2.50 fee will be applicable (Please see Terms and Conditions). We complete all closure requests within 10 days of the request. Any funds remaining on your Ffrees Account, or Ffrees Points held for you, can be transferred to a bank account of your choice before it's closed. We'll just need to know where you want the money sent and we'll take care of the transfer for you. Once an account is closed, it can't be re-opened, however you're welcome to re-apply and get a brand new account.

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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. We always try and keep disruptions to a minimum.

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How do I report a problem with the website?
If you are having problems accessing pages on the Ffrees website or if some of the facilities are not working in your Ffrees Account please contact us through the 'Contact Us' form in your account and let us know:

- Which operating system (e.g. Windows 7, Windows 8, OS etc.)
- Which browser and browser version you are using (e.g. Google Chrome v. 37 etc.)
- What device you are using (e.g. iPhone 5S, PC, Mac, Samsung Galaxy Tab etc.)
- The URL of the page you are having issues with from the browsers address bar

We'll do our best to get it looked at for you. If would also be helpful if you could send a screen shot of any error messages you get to info@ffrees.co.uk

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How do I make a complaint?
At Ffrees we want to stand out as different and provide an amazing service that walks all over the typical bank and meets and exceeds the needs and expectations of every one of our customers.

However, that being said, sometimes things go wrong and we might fall short of your expectations. If this does happen, please tell us about it so we can put things right.

We aim to resolve any matter as quickly as possible. Please contact us by either:

Email: Use the "Contact Us" form on the Ffrees website or from your Ffrees Account

Post:

Ffrees Family Finance Ltd.,
Navigation House,
Belmont Wharf,
Skipton,
North Yorkshire,
BD23 1RL

Complaints received by email or post will be acknowledged within 5 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 the below details.

Address: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

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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.

Remember, we will never ask you for your account number, sort code, PIN, password or Personal ID over email, so to keep your account secure, please keep this information safe.

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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 validation" (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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Does Ffrees share my data with 3rd parties?
Ffrees take your privacy and data security extremely seriously. We only share your data with our suppliers, and then only under 2 conditions:
1) You are using one of our products or services that involves an element provided by a supplier
2) You have given us specific authorisation to share your data for a product or service you may be interested in, for example by entering a competition or promotion.
We will always ask you for permission before sharing any of your data.

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Is my data securely stored?
Yes, it is. All data is kept in restricted data centres. Access to our data centres is controlled by a 2-tier security interface. This enables us to make sure only authorised personal can access our servers. In addition, all sensitive data, like passwords and account details, are stored using 128bit "Bank Grade" encryption.

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Is my data securely communicated?
All Ffrees data transmission is done over https, which uses Secure Socket Layer. This allows us to encrypt all of the data that is transmitted from our servers to your browser

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How do I choose a good password?
At Ffrees, we have minimum password standards to help you choose a secure password, but it's always a good idea to create a password by using a combination of letters, cases and numbers. Here are our top tips:

1) Don’t use dictionary words or names in passwords
2) Don't use common misspellings of dictionary words either
3) Don't use the name of the computer, your account, or your pet's name (because most of us are on social media these days!)
4) Use multiple character sets
5) Combine a few pronounceable "nonsense" words with punctuation symbols. For example nuit+Pog=tWi
6) Select something memorable to you

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How does Ffrees keep my password secure?
Ffrees passwords are stored in an encrypted format using a minimum 128 bit "bank grade" encryption algorithm, called a "hash".

Technically, the encryption key (salt) that is used to generate the hash is actually hidden in the hash, and is unique for each password. So even Ffrees staff don't know what your password is! We match your log-in details by comparing the hashes (not the actual passwords you type), also known as one-way encryption.

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What do I do if my Ffrees Debit card is lost or stolen?
If you lose your Ffrees Debit Card, it's stolen, or you suspect that your Ffrees Debit 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 0333 202 3640 (option 3), 7 days a week, 24 hours a day.

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

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

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What do I do if there are transactions I don't recognise after my Ffrees Debit Card was lost/stolen?
If there are transactions you don't recognise from after your Ffrees Debit Card was stolen we will investigate any disputed transaction or misuse of your Ffrees Debit Card. We may need more information and assistance from you for this.

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

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Is there a cost to get a new Ffrees Debit Card?
Yes, the cost to replace a Ffrees Debit Card that is lost, stolen or damaged is £5.

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How long will it take before I get my replacement Ffrees Debit Card?
We allow for 7 - 10 working days for a Ffrees Debit Card to get to you after it's been ordered.

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Will my Ffrees Debit Card be blocked when I order a new one?
Yes, we will block any lost or stolen Ffrees Debit Card and deactivate it so it can't be used by anyone.

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Why have you introduced Verified by Visa?
Security is our top priority and we're always looking for ways to increase it in any way possible. Introducing Verified by Visa does just that.

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What is Verified by Visa?
This new security service protects your card against unauthorised use, and gives you peace of mind when shopping online.
• Added security for your online Visa card purchases
• Quick and easy activation with no extra downloads
• Available with over 300,000 online participating retailers
There's also no added cost to your account – it's absolutely free!

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What do I need to do to set it up?
You'll be asked to register when you make your first purchase online. Simply follow the instructions you see on screen and this first-time activation will only take a few minutes.

Once activated, you’ll be ready to go with your online purchases.

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Does the password have to follow a specific format?
The password should be 8 – 20 characters, without spaces, containing letters and at least 2 numbers, it can also contain symbols. You will also be asked to change the password at regular intervals for security reasons.

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Will I need the password each time I buy online?
Whenever you buy goods or services over the internet from participating retailers you'll be asked to provide your Verified by Visa password, in addition to your card details.

You'll need this password to complete the process each time, so it's important that you remember it.

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What happens if I forget my password?
Don’t worry, if you forget your password, you can reset this using the following information: Expiry date of you card, CVV (last three digits on the signature strip of your card), date of birth and registered email.

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What happens if I get a new/replacement card, will I need to set up a new Verified by Visa password?
Your password is linked to your account and not your card, so it will transfer automatically to cards under your account.

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