Information about the U Account

1. Information about how to open a U Account

To open a U Account, a new customer will need to provide us with their name, address, email address, mobile phone number and date of birth. We may request additional information or documents in individual cases.

You can open a U Account:

  • Without visiting a branch: tick icon
  • By sending us documents and information electronically: tick icon
  • By post: cross icon

2. Information about account services

How and when you can contact us to ask about the following things:

Contact details 24-hour help Telephone Telephone banking Internet banking Mobile banking
Checking the balance and transactions cross icon cross icon cross icon tick icon tick icon
Sending money within the UK, including setting up a standing order cross icon cross icon cross icon tick icon tick icon
Sending money outside the UK The U Account doesn't offer this service
Paying in a cheque The U Account doesn't offer this service
Cancelling a cheque The U Account doesn't offer this service
Cash withdrawal in a foreign currency outside the UK cross icon cross icon cross icon tick icon tick icon
A lack of funds: including unarranged overdrafts, payments we allow despite lack of funds and payments we refuse due to lack of funds cross icon cross icon cross icon tick icon tick icon
A direct debit, or allowing someone to collect one or more payments from your account using your debit card number cross icon cross icon cross icon tick icon tick icon
Third party access to an account, for example under a power of attorney The U Account doesn't offer this service
Problems using internet banking or mobile banking cross icon cross icon cross icon tick icon tick icon
Reporting a suspected fraudulent incident or transaction tick icon(card block) cross icon cross icon tick icon tick icon
Progress following an account suspension or card cancellation, eg following a fraud incident cross icon cross icon cross icon tick icon tick icon
Account opening: including eligibility for an arranged overdraft, what is required to open an account and an indication of what arranged overdraft may be available cross icon cross icon cross icon tick icon cross icon
Note: this is a list of common queries. It does not represent the full list of queries you can raise in relation to your account.

How and when you can use your current account to do the following things:

Contact details Telephone Telephone banking Internet banking Mobile banking
Checking the balance and transactions cross icon cross icon tick icon tick icon
Sending money within the UK, including setting up a standing order cross icon cross icon tick icon cross icon
Sending money outside the UK The U Account doesn't offer this service
Paying in a cheque The U Account doesn't offer this service
Cancelling a cheque The U Account doesn't offer this service
Note: this is a list of common actions. It does not represent the full list of actions you can raise in relation to your account.

Information about operational and security incidents

We are obliged to notify the Financial Conduct Authority if we become aware of a major operational or security incident which prevents our customers from using our payment services.

Contact details In the 3 months between 1 April 2018 and 30 June 2018 In the 12 months between 1 April 2018 and 30 March 2019
Total number of incidents reported 0 0
Incidents affecting telephone banking 0 0
Incidents affecting mobile banking 0 0
Incidents affecting internet banking 0 0

Complaints data

Financial Conduct Authority rules require us to provide them with a report of our complaints data every six months. In certain circumstances, we are also required to publish a summary of our complaints data. The most recent summary is available here (link to complaints page in section 2, below) The Financial Ombudsman Service publishes its complaints data every six months. You can see their complaints data about our card issuer, Wirecard Card Solutions, at http://www.ombudsman-complaints-data.org.uk/. Please note that these complaints cover all Wirecard's clients, not just U Account.

Opening a current account with us

Go to our FAQs on opening an account to find out how you can open an account, and what information and documents you need to give us to open an account.

How quickly do we open current accounts?

We give customers an account number and enable them to start paying into the account the same day (in cases where we don’t need any further information or documents to open the account).

How quickly do we give customers a prepaid Mastercard® card?

Once an account is open, we give customers a prepaid Mastercard card within 7 days for 99% of customers.

How quickly do customers get internet banking?

Once an account is open, customers have access to internet banking immediately.

How quickly is an overdraft available?

The U Account does not offer an overdraft facility.

How quickly do we replace prepaid Mastercard cards which have been lost, stolen or stopped?

We replace prepaid Mastercard cards within 7 days for 99% of customers.