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Ffrees Account Help and FAQs - Top Questions

Here is a list of the most frequently asked questions that we receive.  We know how annoying it can be when you can’t find what you need, so mail us from our contact us page and the team will come back to you.

Top Questions

Categories

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 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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What is MyFfrees?

MyFfrees is your secure personal dashboard where you control your Ffrees Account, see all the transactions on it and can check the Ffrees Savings Points you have earned in your Ffrees Savings Account. You have access to a Money Manager to help manage your family finances. You can change your profile and invite Additional Card Holders to join in your Ffrees Account. Additional Card holders have their own MyFfrees page but cannot undertake some of the actions you can as Principal Card Holder.

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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 MyFfrees 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 MyFfrees 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 click here and we will send you an email 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 send an email to info@ffrees.co.uk and we will send a new one to your registered email address.

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What do I do if I have forgotten my Password or Personal ID?

If you have forgotten your Password, go to www.ffrees.co.uk/join/forgottenpassword and enter your email address. We will send a Password reset link to your email address.

If you have forgotten your Personal ID, please contact Ffrees Customer Services on 0333 202 3640 and you will be taken through the security process and your Personal ID will be reset.

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How do I change the details you hold for me?

In your MyFfrees dashboard, click the ‘Profile’ tab. From here you can change your contact details. If your name has changed, please contact Customer Services. Please ensure to also change your details for your Ffrees Card which can be changed by logging into your MyFfrees dashboard, clicking ‘My Ffrees Card’ and ‘Profile’. You can input any change of details in the profile page.

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What are the security questions?

When you first login to your online account, you will be asked to choose an answer to one of a choice of questions. This answer is used as an identity check. 

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How do I cancel my Ffrees Account?

To cancel your Ffrees Account, please email our customer support team at info@ffrees.co.uk 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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Can I change my email address?

Yes, please contact our customer support team at info@ffrees.co.uk.

We will ask you some security questions and change your email address for you.

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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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What further information might I require to provide to complete my application?

Ffrees does not run a credit check to complete your application for the Ffrees Current Account; however we do sometimes require further information. If we require further information, we will contact you by post with a self-addressed envelope to return the information. The information required is as follows:-

Photo ID accepted:

  • The photo page of your passport
  • Your UK photo card driving licence (Full or Provisional)

Proof of address accepted: an original document within the last 3 months

  • Bank/mortgage/credit card statement
  • Utility bill
  • Council tax bill within the last 12 months
  • Valid vehicle registration certicate

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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.

Please contact us by one of the following methods.

Telephone: 0333 202 3640 Calls cost 5.105p per minute plus network extras.

Email: info@ffrees.co.uk

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

Complaints received by email or post will be acknowledged within 1 working day.

If we are unable to resolve your complaint about your Ffrees Account or Ffrees Card 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 has happened to the Ffrees MasterCard?

The Ffrees MasterCard programme was closed on 20 January 2014. If you still have funds on the card, we can refund them to you. Please address any queries relating to this card to info@ffrees.co.uk

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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.

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When will funds be available within my Ffrees Account?

This depends on how you funds are paid into your account:-

Payments made by BACS will be available in your Ffrees account after 8:00am 3 days after the transfer was sent

Faster Payment transfers will be received 24 to 48 hours after the transfer is made, four times during the day: 09:00, 14:00, 17:00 and 20:00.

If you have your wages paid into your Ffrees account, these will be received on the date advised by your employer, after 9:00am.

If you make a transfer to your Ffrees account after 6pm on a Friday the funds will not be available in your Ffrees account until 9:02am the following Monday.

Paying into your account via a PayPoint could take up to 24 hours to complete into your account.

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What is the maximum amount of cash can I withdraw using my Ffrees Visa Debit Card?

The maximum you can withdraw at ATMs is £250.

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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 cannot overdraw your Ffrees Account or get into debt with it.

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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. And you can 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 types of Ffrees Account 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 as long as you add £100 to it each month. You can save £500 a year in Ffrees Savings 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

You can see our clear table of benefits and charges here

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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 MyFfrees page and follow the link. 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 MyFfrees dashboard and follow the link. 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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Who can pay in to my Ffrees Account?

You can pay into your Ffrees Account and you can accept other people paying-in at your discretion.

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What are envelopes and how do I use them?

With our Money Manager, Envelopes 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. Please see our Money Manager User Guide here or download a version from here

Only principal Card Holders can use Envelopes.

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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 Card Customer Service 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 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 the 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 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 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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Can I set up a direct debit?

No, but we plan to bring this facility in shortly.

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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 select 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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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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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 Envelopes. The available balance is the amount you have available to spend.

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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 Account?

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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Can I receive updates on my account by 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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Am I 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 pay in to 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

At a Paypoint location

Take your card to any one of the 25,000 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 15 minutes.

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
Log onto www.ffrees.co.uk and select ‘Add Money’, just enter your debit card details when prompted and the money will be in your Ffrees Account within 15 minutes. Please note: for Ffrees Family Account holders, there is a 0.50p fee applicable to pay into your account via this method with a maximum of £750 per day.

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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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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 bank.

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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 use my Ffrees Account with PayPal?

Yes you can; you can register your Account with your PayPal service to make payments and receive funds from PayPal. All you need to do is register your Account number and your sort code as a payment form with PayPal. Please be aware when your register your Account you will be charged £1 to confirm your Account; if you do not have the funds available on your Account your registration will not complete. If you have any difficulty please contact PayPal directly.

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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 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?

No, Ffrees Family Finance Ltd. is not regulated by the FCA. That is because we do not give financial advice and your Ffrees Account and Ffrees Card are actually operated by Contis Financial Services Ltd. which is regulated by the FCA. Some of our Partners are regulated entities and we may operate as an Appointed Representative or Introducer Appointed Representative.

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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 contact Ffrees?

Ffrees operates primarily online and you can contact us at info@ffrees.co.uk . Our postal address is:
Ffrees Family Finance Ltd.,
Electric Works,
Sheffield Digital Campus,
Sheffield,
South Yorkshire,
S1 2BJ.

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

If your query is relating to a lost/stolen card you should call 01756 693275 immediately. Lines are open 7 days a week, 8.30 am to 6pm. Calls are charged at the BT national rate.

For General queries call us on 0333 202 3640 Monday - Friday, 8.30am to 6pm and Saturday, 8.30am to 5pm (excluding public holidays). Calls cost 5.105p per minute plus network extras.

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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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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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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. If you would like more details, please Contact Us.

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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 a Ffrees Card 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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When will I receive my Ffrees Card and PIN?

You should receive your card within 10 working days. Before you start using your card you will need to activate it and retrieve your PIN, and then add money to your Ffrees Account to load onto your Ffrees Card.

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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.
  • Text ACTIVATE along with the last four digits of the card number and your activation code to 07770 500 500 (your text message should look like this: ACTIVATE 1234 983). Please note you can only retrieve your PIN online or by telephoning the number above.

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How do I retrieve my PIN?

To retrieve your PIN:

  • Go to my cards page and click the retrieve pin 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.

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 are 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 Card customer service 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.

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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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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.

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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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Can I get cashback in shops?

Yes, at retailers who accept Visa and offer cashback.

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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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Can I pay in cheques?

No, you cannot pay in cheques 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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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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Can I use my Ffrees Card abroad?

Yes, your card can be used worldwide; anywhere that displays the Visa acceptance mark. You can find up to date exchange rates here

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A Ffrees Card transaction has been refunded, why is it not showing on my account?

It can normally take three to five 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, 8.30 am to 6 pm

We shall 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 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.
  • Telephone on 0333 202 3640, choose option 2 and follow the instructions. Please have your card and account number handy.
I have blocked my PIN, what should I do?

If you block your PIN in a shop you can unblock it an ATM machine by selecting the PIN Services option. If you block your PIN at an ATM, please contact Customer Services who for will unblock it for you.

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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 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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While the Ffrees Account affect my Credit Rating?

The Ffrees Account will not affect your credit rating in a positive way or a negative way.

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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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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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How do I get Ffrees Savings Points?

You get Ffrees Points when you spend with a Ffrees Partner. See each Partner and offer at our website for details. You can from buy from a Ffrees Partner in two ways:

  • Online at www.ffrees.co.uk . Here you will see all our Partners and offers. Simply click through to the offer and when you buy your Ffrees Savings Points will be allocated automatically. (1 Ffrees Point = £1) In a few instances, where buying with a Ffrees Card is not appropriate, you need to fill in an online Claim Form you will find in your MyFfrees dashboard of our website.
  • In store, by telephone or at a Partner’s website (where available and clearly marked on our website). You must use your Ffrees Card to get your Ffrees Savings Points

You do need to make sure that you are shopping with a Ffrees Partner, as your Ffrees Card will also work at the vast majority of outlets accepting Visa across the world. If you use your Ffrees Card in an outlet that is not yet part of the Ffrees partnership programme, you will not earn Ffrees Savings Points.

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What are Ffrees Partners?

Ffrees Partners are carefully selected organisations that Ffrees has chosen to provide a valuable shopping and family finance environment for you, including retailers and service providers. We have negotiated good deals, where you benefit from Rewards, known as Ffrees Savings Points when you spend with them. 1 Ffrees Point = £1

Where do I find out who Ffrees Partners are?

You can view our Partners and retailers in the Products and Shopping sections of our site. If you would like to suggest more retailers for Ffrees to have as Partners, please email us at info@ffrees.co.uk

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Where do I find out who Ffrees Partners are?

You can view our Partners and retailers in the Products and Shopping sections of our site. If you would like to suggest more retailers for Ffrees to have as Partners, please email us at info@ffrees.co.uk

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How many Ffrees Savings Points will I get?

The number of Ffrees Savings Points you can get by spending on goods and services with each Ffrees Partner is listed in both our Products and Shopping sections. This number may vary from time to time and also depends on which Ffrees Account you have chosen. As a Ffrees Plus Account customer you will get more Ffrees Savings Points when you buy something than a Ffrees Family Account customer would get. A Ffrees Premium Account customer will get more Ffrees Savings Points than a Ffrees Plus Account customer.

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How can I find out how many Ffrees Savings Points I have?

Visit the MyFfrees section of our website and select ‘MyFfrees Savings Account’. You will see a list of transactions made with Ffrees Partners that get Ffrees Points and how many Ffrees Savings Points you have earned.

Additional Ffrees Card Holders can see the transactions they have made with Ffrees Partners that get Ffrees Savings Points and the Ffrees Savings Points they have earned on their MyFfrees page.

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What are pending Ffrees Savings Points?

These relate to transactions with a Ffrees Partner that have not yet been fully validated - for example, because there is a grace period during which you can return the goods or cancel the service. 

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What are confirmed Ffrees Savings Points?

These are Ffrees Savings Points you have earned and which have been validated by the Ffrees Partner. Once you have ten Ffrees Savings Points you may withdraw them in cash.

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How long does it take for Ffrees Savings Points to be confirmed?

Most Ffrees Savings Points will be confirmed within 30 days of the transaction, but where there is an extended grace period it could be 90 days or more. For some regular instalment products such as insurance our Partner will stipulate the number of months instalments that must be made before Ffrees Savings Points are available. Please see the Partner listing on our website.

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What if I think that I have not been credited with Ffrees Savings Points correctly?

You can check your transactions at www.ffrees.co.uk. It may be that some pending Ffrees have not yet been confirmed, but if you are in doubt email us at info@ffrees.co.uk with details of yourself and the transaction. We will do our best to respond in 48 hours, but where the query involves one of our Partners, it may take somewhat longer.

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Are Ffrees Savings Points money?

No, Ffrees Savings Points are not money. Ffrees Savings Points are rewards negotiated by Ffrees Family Finance Ltd. with our Partners which you get by spending with them. Your Ffrees Savings Points are held in your Ffrees Savings Account.

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When and how can I withdraw my Ffrees Savings Points?

You can withdraw your Ffrees Savings Points as money once you have 10 confirmed Ffrees Savings Points in your Ffrees Savings Account. Once we have received your request we shall credit the money to your Ffrees Account. If you do not have a Ffrees Account we can send you a cheque, but make an administration charge of £2.50. It may take 10 days for you to receive your money; please allow further time if you have them paid via cheque. To withdraw your Ffrees Savings Points go to your MyFfrees dashboard on our website. The minimal withdrawal is 10 Ffrees Savings Points (£10).

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Can pending Ffrees Savings Points be withdrawn?

No, only confirmed Ffrees Savings points.

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What is a Ffrees Savings Account?

Your Ffrees Savings Account is the place your Ffrees Savings Points are saved up for you. You cannot add money directly to it; you build up your savings by earning Ffrees Savings Points.

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What if I have less than 10 Ffrees Savings Points in my Ffrees Savings Account?

Your Ffrees Savings Points remain in your Ffrees Savings Account for at least a year.  If you do not earn any Ffrees Savings Points in a 12 month period we will write to you, and if your Ffrees Savings Account remains dormant we may at our discretion transfer the money behind your Ffrees to your Ffrees Account, or hold it in reserve if you do not have a Ffrees Account.

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