Policies, Terms & Conditions

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CUSTOMER TERMS AND CONDITIONS

Welcome to our website, www.uaccount.uk (the "Website"). If you choose to open a U Account through us, you will be able to operate it in accordance with these Customer Terms and Conditions and the U Account and Card Terms and Conditions, You will also be able to use the Website to view promotions made available by our Partners through which you will be able make purchases of goods and/or services from those Partners and earn rewards on your purchases. We do not, and the Website itself does not, sell goods and/or services to you – by making the Website available, we allow you to connect to our Partners in order to purchase goods and/or services from them.

This webpage (together with the documents referred to on it) tells you the terms and conditions (these "Customer Terms") on which you register on the Website to be able to earn rewards when you purchase goods and/or services from our Partners. Please read these Customer Terms carefully before submitting your details to the Website to open a U Account through us. You should understand that, by submitting your details to the Website to open a U Account, you agree to be bound by these Customer Terms and the U Account and Card Terms and Conditions.

If you have any comments or suggestions, we would be pleased to hear from you. To contact us just click on the Contact Us tab on the U website.

  1. ABOUT US AND THESE CUSTOMER TERMS

    1. About us: "We", "us" or "our" means U which is a trading name of Ffrees Family Finance Limited, a company registered in England and Wales under company number 07516554 and with registered office at Electric Works, Sheffield Digital Campus, Sheffield, S1 2BJ.
    2. These Customer Terms: These Customer Terms govern the way in which you will be able to use the Website to open a U Account and view promotions made available by our Partners through which you will be able make purchases of goods and/or services from those Partners and earn rewards on your purchases. By submitting your details to us to open a U Account through us you agree to be legally
    3. Definitions and interpretation in these Customer Terms:
      1. Wirecard means Wirecard Card Solutions Limited Registered Office: 3rd Floor, Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne, NE1 6JQ. Registered in England No. 07875693. Authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051).
      2. "Event Outside Our Control" has the meaning given to it in Clause 16.2;
      3. "U Points" means the rewards to which you become entitled to receive from us, under the terms of a promotion made available to you through us by one of our Partners, each time you purchase goods and/or services from those partners; each individual U Point shall have the value of £1
      4. "U Account" or "Account" means the account established by Wirecard (and subject to terms and conditions put in place by Wirecard) in your name at your request, the payment into which by you enables you to use your U Card to purchase goods and services. If you purchase goods and services with your U Card from a U Partner you may also be entitled to earn rewards for such use.
      5. "U Card" means a Prepaid Debit Mastercard made available by Wirecard, where the primary such card will be issued to you when your application to open a U Account is accepted by us and Wirecard (subject to separate U Account and Card Terms and Conditions);
      6. "U Account and Card Terms and Conditions" means the terms and conditions put in place by Wirecard.
      7. "U Account Holder" means a member of the public that applies through the Website to open a U Account;
      8. "Extra Account" means a sub account within your U Account. Each Extra Account has its own unique account number and each Extra Account has payment facilities as per your main U Account. When you open a U Account you will automatically be set up with a cashback Extra Account. This Extra Account will be used by U to credit you your U Points each month as money. You can set up Extra Accounts in your U Account and make payments to and from the Extra Account(s). For more information on setting up Extra Accounts please refer to the website.
      9. "Partner" or "U Partner" means a third party seller of goods and/or services that are listed on the Website as part of a promotion, with whom you can enter into a legally binding contract for the supply of such goods and/or services, and with whom we have a contractual relationship such that, for any such purchases that you make, we may issue to you rewards;
      10. "Promotion" means a particular offer made available by one of our Partners to you, where you may purchase from that partner goods and/or services and receive rewards from them for such purchase;
      11. "Relevant Transaction" means your completed purchase from a Partner of goods and/or services that are the subject of a Promotion and for which you may be rewarded with U Points;
      12. "Services" means the services that may become available to you once you open a U Account through us, including the use of U Accounts, and U Cards, and the ability to make purchases in respect of Promotions and earn U Points;
      13. "You", "Your", "Customer" or "U Customer" means a member of the public that opens a U Account through us, by which:
        1. that member of the public is able to purchase goods and/or services from our Partners under the terms of certain promotions;
        2. that member of the public may earn rewards from us for making those purchases from those Partners;
        3. such rewards shall be held by us;
      14. References to "Clause" or "Clauses" are to a clause or clauses of these Customer Terms;
      15. Headings and formatting are for ease of reference only and shall not affect the interpretation or constructions of these Customer Terms;
      16. When we use the words "writing" or "written" , this will include e-mail or secure message;
      17. References to "includes" or "including" or like words or expressions shall mean without limitation.
    4. Copyright: These Customer Terms are our copyrighted material, and any use of these Customer Terms by third parties for commercial purposes is not permitted. We reserve the right to take legal action in respect of any infringements.
    5. Changes to these Customer Terms: We reserve the right to amend these Customer Terms at any time. All amendments will be posted on the Website and you will be notified by email. Continued use of the Website will be considered to be an acceptance by you of the new Customer Terms.
  2. YOUR STATUS

    1. Your age and where you are: By applying to open a U Account through us you warrant that you are:
      1. at least 18 years old; and
      2. resident in the United Kingdom.
  3. EFFECT

    1. Application: These Customer Terms shall apply to your opening of a U Account and your access to the Services to the extent that those Services are provided by us; where any Services are provided by a third party, that third party’s terms and conditions for the relevant part(s) of the Services will apply.
    2. Acceptance: When you submit your details to open a U Account through us, this shall in any event constitute your unqualified acceptance of these Customer Terms.
    3. Any other terms: These Customer Terms shall prevail over any separate terms put forward by you. Any conditions that you submit, propose or stipulate in whatever form and at whatever time, whether orally, in writing or by email, are expressly waived and excluded.
    4. Changes: No other terms or changes to these Customer Terms shall be binding unless agreed in writing by us.
  4. THE WEBSITE AND EARNING U POINTS

    1. What the Website does: By operating the Website, we introduce you to our Partners, and, following such an introduction, you have the opportunity to purchase goods and/or services from those Partners and be rewarded with U Points.
    2. Earning U Points: We award U Points to you when a Partner tells us that you have completed a Relevant Transaction with them. The number of U Points that you can earn from a Relevant Transaction is dependent on our agreement with the relevant Partner. The U Points for which you are eligible can be viewed at the Website.
    3. Pending U Points and Confirmed U Points: U Points with which you have been rewarded will appear in the U Points Account section of the Website as ‘Pending’ U Points when we are informed by the relevant Partner that you have entered into a Relevant Transaction. The Website will show ‘Confirmed’ U Points after a certain period, normally up to 90 days following your completion of a Relevant Transaction and the relevant Partner has confirmed to us that the U Points should be confirmed; this period allows for the completion of any returns or refunds that may be made in relation to the products and/or services that you have purchased. In certain circumstances such as an offer from a Partner that requires a regular monthly payment or where you have signed a contract, a Partner may have a longer claw-back period, and in such circumstances U Points may not be confirmed until that longer period has ended.
    4. Our role: We act as an introducer of you to Partners by listing Promotions on the Website. If you are interested in any of the Promotions, you should click on the relevant hyperlink in the Promotion, and in doing so you shall be able to access further information about the Promotion. We have no obligation to record U Points on the U Account section of our Website. We do not award U Points to you unless we are instructed to do so by the relevant Partner and, subject to Clause 13.1, we shall not have any liability if a Partner fails to instruct us to award U Points to you following the completion of a Relevant Transaction.
    5. What we do not do: We do not provide, and nor do we purport, represent or offer to provide, any of the goods and/or services included in any of the Promotions on the Website. Our role does not extend beyond introducing you to Partners.
    6. Ownership of U Points: U Points are not your property until they are released to you in accordance with Clause 6.
  5. OPENING A U ACCOUNT

    1. Need to open a U Account: You may browse the Website without opening a U Account through us, but, to access the Services, you must open a U Account through us. To open a U Account, you need to supply us with your name, date of birth, email address, address, telephone number(s), a password and possibly some other personal and security information. See our Privacy and Cookies Policy for more details about this. You can provide us with that information by filling in the necessary information on the Website where indicated and then following the instructions on the Website.
    2. Valid email address: You must provide us with a valid personal email address that you access regularly, so that, amongst other things, administration emails can be sent to you. We may also need to verify any email address that you subsequently request to change to your U registered email address. Any U Accounts with someone else’s email address or with a temporary email address may be closed.
    3. Verification of email address: We will need to verify the email address that you supply to us once you have submitted your details to us, and we will email that address with a message containing a hyperlink to validate your application. If you do not validate your application using that hyperlink, you will not have completed the application process and you may need to apply again in order to access the Services. We may also require you to validate your email address if we believe that you have been using an invalid email address.
    4. Acceptance of registration: We may accept or reject your application for a U Account at our absolute discretion. Your application may not be successful if we are unable verify your identity at the address you have provided to us.
    5. Identity Checks: We may undertake identity checks from time to time when your Account is open, which may require you to let us have further documents.
  6. U POINTS

    1. U Points: U Points with which you have been rewarded will be shown in the U Account section of the Website in accordance with Clause 4.3. U Points remain the property of Family Finance Limited trading as U until they have been released to you in accordance with this Clause 6.
    2. Transferring U Points to your U Account: Every month, we will transfer the value of your confirmed U Points to your U Account and placed in your Cashback Extra Account, at a date chosen by us. The U Points transferred will have an equivalent rate of £1.00 for each confirmed U Point. If you have not earned any confirmed U Points no transfer will be made. If, exceptionally, you do not have a U Account, you may request us to send you a cheque, which we shall do, having deducted £2.50 to cover administration expenses.
  7. U AND REGULATED FINANCIAL SERVICES

    1. Regulated financial services: Some of our Partners ("Regulated Partners") may provide services which constitute regulated activities for the purposes of the Financial Services and Markets Act 2000 and the FCA Handbook. We act as an "Introducer Appointed Representative" (as defined in Section 12.2.8 of the Supervision Handbook of the FSA Handbook) to some of the Regulated Partners of users of the Website that register with us and, as such, our role in respect of these Regulated Partners is strictly limited to:
      1. effecting such introductions to Regulated Partners or other members of their respective corporate group; and
      2. listing Promotions on the Website which relate to the products and/or services available from or through certain Regulated Partners or other members of their respective corporate groups. Where we are acting as an Introducer Appointed Representative in connection with a Regulated Partner, we shall say this on the Website in relation to that Regulated Partner and the Promotions that may be made available by it.
  8. U ACCOUNTS AND U CARDS

    1. Application for a U Account is subject to the separate U Account and Card Terms and Conditions. The U Account and the U Card enable you to make certain purchases from our Partners and be rewarded with U Points.
    2. The U Card and U Accounts are managed by Wirecard, which is also one of our regulated Partners and may make Promotions available to you through the Website.
  9. PROMOTIONS

    1. Information about a Promotion: In order to find out more information about a Promotion, you must view the information provided on the "Points" page on the website, you must also view the terms and conditions of the Promotion.
    2. Content of Promotions: We are not responsible for the information provided on the Website in respect of Promotions; this information has been provided to us by the relevant Partner. Subject to Clause 13.1, we shall have no liability in respect of such information and we make no representation, warranty or undertaking to you in respect of such information.
    3. Introduction only: Once we have introduced you to a Partner in respect of a Promotion in accordance with Clause 7.1, we shall play no further part in the relationship and communication between you and the Partner. However, through clicking the offer hyperlink or through making a purchase with your U Card with a U Partner, you authorise us to share some or all of your U Account, U Card or transaction information with the Partner. Following that introduction, you will need to complete a Relevant Transaction, using a valid U Card as necessary, in order to be rewarded with U Points, where such reward is subject to that Partner’s terms and conditions relating to that Promotion. We will not be a party to, nor, subject to Clause 13.1, have any liability under or in respect of, any agreement entered into between you and a Partner in respect of a Promotion, and we will not be responsible for assisting you with the negotiation, administration or processing of any such agreement. You will be responsible for the payment of any amounts due to a Partner.
    4. Partner terms and conditions: You can view the specific terms and condition for a partner offer by clicking on the hyperlink on the Website in respect of a Promotion made available by a Partner, or, if earlier, by entering into a Relevant Transaction, you agree to the terms and conditions of that Partner.
    5. Promotion withdrawal: A Promotion may be withdrawn or amended by us or the relevant Partner at any time.
    6. Currency: All monetary amounts included in any Promotions shall be in Pounds Sterling unless otherwise indicated.
    7. Complaints relating to Relevant Transactions: Any complaints as to the quality of the goods and/or services purchased pursuant to a Promotion must be directed to the relevant Partner from whom you purchased such goods and/or services.
    8. Changing our Partners and Promotions: We reserve the right to change our Partners and the Promotions listed on the Website at any time and without notice to you.
  10. FEES AND CHARGES

    1. Charges: Access to certain Services and parts of them, where they are provided by third party providers, may have charges attached to them. Please check the terms and conditions of those third party providers, particularly the U Account and Card Terms and Conditions relating to the different price points of the U Account.
  11. INFORMATION AND NEWSLETTERS

    1. Our mailing list: When you register with us on the Website, we will add your details to our mailing lists to send you details of products or services provided by us or our Partners that we think will be of interest to you. Our use of your personal data shall be in compliance with our Privacy and Cookies Policy.
    2. Unsubscribing from our mailing list: When we contact you in accordance with Clause 11.1, we will give you relevant information so that, if you want to, you can unsubscribe from our mailing list. Alternatively, to unsubscribe you can login at our Website and follow the instructions.
  12. YOUR OBLIGATIONS

    1. Terms of use: Your use of the Website shall be in accordance with our Terms of Use, which form part of these Customer Terms.
    2. Password: When you open a U Account through us, you will be asked to create a password for accessing your U Account and other services available when you login. You must keep that password confidential and notify us immediately if any unauthorised third party becomes aware of that password or if there is any unauthorised use of your email address or the Services or any breach of security known to you. You agree that any person to whom your email address and password is disclosed is authorised to act as your agent for the purposes of using (and/or transacting via) your registration and the Services that can be access through it. Please note that you are entirely responsible if you do not maintain the confidentiality of your password.
    3. Security Questions: When you open a U Account through us, you will also be asked to create a number of security questions for accessing some facilities in your U Account and other services available when you login. You must keep those security questions and answers confidential and notify us immediately if any unauthorised third party becomes aware of one or more of your security questions or answers or if there is any unauthorised use of your email address or the Services or any breach of security known to you. You agree that any person to whom your registered email address, password or security questions or answers is disclosed is authorised to act as your agent for the purposes of using (and/or transacting via) your registration and the Services that can be access through it. Please note that you are entirely responsible if you do not maintain the confidentiality of your security questions and/or answers.
    4. You must keep any information you provide to ensure secure access to your U Account confidential.
  13. LIMITATION OF LIABILITY

    1. Liability that we do not limit: Nothing in these Customer Terms shall exclude or limit:
      1. our liability for (i) fraud (ii) death or personal injury caused by our negligence; or (iii) any other liability which cannot be excluded or limited by applicable law; or
      2. your statutory rights as a consumer.
    2. Our liability: We will only be liable to you if you suffer a loss as a result of our breach of these Customer Terms. If you suffer a loss as a result of our breach of these Customer Terms, our entire liability will be to credit you with any U Points that:
      1. should have been credited in accordance with these Customer Terms but were not so credited; or
      2. were wrongly deducted
    3. Our disclaimer: We are not selling goods and/or services to you through the Website; rather, the Website is a forum through which you can connect with Partners, view Promotions and undertake a Relevant Transaction, thereby earning U Points. Subject to Clause 13.1:
      1. we shall accept no liability in relation to U Cards and U Accounts, which are provided by Wirecard. The U Account and Card are subject to separate terms and conditions;
      2. we shall accept no liability in relation to any goods and/or services you purchase from a Partner or in relation to any Relevant Transaction;
      3. we do not warrant, and exclude all liability in respect of, the accuracy, completeness or legality of any information accessed through the Website in relation to Promotions; that information is provided to us by the relevant Partner; and
      4. you should not rely on any information access through the Website to make a purchasing decision in relation to a Promotion; you should make your own enquiries before forming your own opinion and taking any action based on any such information.
  14. TERMINATION

    1. Amendment and Removal of the Website: We may change or remove the Website or any part of it, change or remove the Services, or change or stop issuing U Points at any time at our absolute discretion, with immediate effect. Without notice to you, subject to your U Account and Card Terms and Conditions, we may advise Wirecard to terminate your U Account at any time without notice to you if we have reason to believe that:
      1. you are under 18 years’ of age
      2. you are not resident in the United Kingdom;
      3. your email address that you provide to us is not valid;
      4. There has been fraud or misuse of your U Card or U Account, if we have any other security concerns or we need to do so to comply with the law. If we do this, we will tell you as soon as we can or are permitted to do so. In these circumstances, you must tell us what you want us to do with any unused funds within 3 months of the date we tell you that your U Card and U Account is closed
      5. there has been no activity on your account for a period we determine from time to me
    2. Event Outside Our Control: We may terminate your registration with us in accordance with Clause 16.2
    3. Termination by you: You may request termination of your U Account through us at any time by logging into your U Account and using the secure message facility. You may also contact us to request termination of your U Account through the contact options listed on the website from time to time. We shall transfer any confirmed U Points to your U Account before it is closed.
    4. Rights and remedies: Termination of your U Account shall be without prejudice to any accrued rights or remedies of either us or you.
    5. Following termination: Following termination of your U Account for any reason, you will not be able to access our Services or use the U Card or U Account or receive payment for any U Points, or in general access any of the Services.
    6. Clauses surviving termination: Clauses 1, 3, 8, 11, 13, 14.4,16 and 18 shall survive termination of the registration with us for any reason.
  15. NOTICES

    1. Giving a notice: Any notice given to either us or you by the other under or in connection with these Customer Terms shall be in writing, addressed (as applicable) to us at our registered office or addressed to you at such address as you may have specified to us from time to time, and shall be delivered personally, sent by pre-paid first class post, recorded delivery or commercial courier or by secure message or by email to the email address currently registered with us.
    2. When a notice is considered delivered: A notice will be deemed to have been received: if delivered personally, when left at the address referred to in Clause 15.1; if sent by pre-paid first class post or recorded delivery, at 9.00 am on the second Business Day after posting; and, if delivered by commercial courier, on the date and at the time that the courier's delivery receipt is signed, or if we receive no notice of undelivered email
  16. EVENTS OUTSIDE OUR CONTROL

    1. No liability: Subject to Clause 13.1, we will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these Customer Terms that is caused by an Event Outside Our Control.
    2. Meaning of an Event Outside Our Control: An "Event Outside Our Control" means any act or event beyond our reasonable control, including strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
    3. What happens following an Event Outside Our Control: If an Event Outside Our Control takes place that affects the performance of our obligations under these Terms:
      1. we will contact you as soon as reasonably possible to notify you; and
      2. our obligations under these Customer Terms will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our performance of our responsibilities under these Customer Terms, we will restart the performance of those responsibilities as soon as reasonably possible after the Event Outside Our Control is over.
      3. Termination following an Event Outside Our Control: You may terminate your registration with us if an Event Outside Our Control takes place and you no longer wish to make use of the Services. Please see your termination rights under Clause 14. We will only terminate the contract if the Event Outside Our Control continues for longer than four weeks, in which case such cancellation shall have immediate effect.
  17. COMPLAINTS

    1. We value your satisfaction with the Website and your registration with us. You may contact us at any time using the contact details given at the beginning of these Customer Terms. We will try to address any concerns you may have as soon as reasonably possible and we will contact you when we receive any relevant enquiry or complaint from you.
  18. DATA PROTECTION

    1. Please see our Privacy and Cookies Policy and Website Terms of Use which forms part of these Customer Terms.
  19. GENERAL

    1. Contact: We will correspond with you on the secure message facility or other communication channels listed on the U website from time to time. If you are not a U customer or are a U customer but having difficulty in logging into your U Account we will correspond with you by email.

      If you wish to contact us please log in to your U Account at www.uaccount.uk and click on Help to send us a secure message. If you do not have a U Account just click on the Help option on the U website.
    2. Third party rights: A person who is not us or you shall not have any rights under or in connection with these Customer Terms.
    3. Transfer by you: These Customer Terms are personal to you. You may not assign, transfer, charge or otherwise encumber, create any trust over, or deal in any manner with, these Customer Terms or any right, benefit or interest under them, nor transfer, novate or sub-contract any of your obligations under them, without our prior written consent (such consent not to be unreasonably withheld or delayed).
    4. Transfer by us: We may transfer our rights and obligations under these Customer Terms to another organisation, and we will always inform you if that happens, but this will not affect your rights or our obligations under these Customer Terms.
    5. Waiver: If we fail to insist that you perform any of your obligations under these Customer Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
    6. Severance: Each of the provisions of these Customer Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining provisions will remain in full force and effect.
    7. No partnership: Nothing in these Customer Terms shall constitute a partnership or employment or agency relationship between us and you.
    8. Governing law: These Customer Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with English law.
    9. Jurisdiction: You submit to the exclusive jurisdiction of the English courts to settle any dispute or claim arising out of or in connection with these Customer Terms or their subject matter or formation, except where, by law, such dispute or claim must be brought in the jurisdiction in which you are domiciled, or where the relevant law contains mandatory provisions that override such exclusive jurisdiction.

U ACCOUNT AND CARD TERMS AND CONDITIONS




  1. The U Account and Card

    1. These terms and conditions apply to any holder of the U Card (‘the card’) and Account (“the account”). By using your card and account you are demonstrating your agreement to these terms and conditions.
    2. The card and account are promoted by U, a trading name of Ffrees Family Finance Ltd. (“Ffrees”). The U Card is issued by Wirecard Card Solutions Limited Registered Office: 3rd Floor, Grainger Chambers, 3-5 Hood Street, Newcastle upon Tyne, NE1 6JQ. Registered in England No. 07875693. Authorised and regulated in the UK by the Financial Conduct Authority to issue e-money (Firm Reference Number: 900051).
    3. You will apply for a card and account, and pay into it in sterling. All references to that currency in these terms and conditions are relevant to you.
    4. The card and account are an e-money product, and as such it is not covered by the Financial Services Compensation Scheme. In the unlikely event that Wirecard Card Solutions Ltd. becomes insolvent, your funds may become valueless and unusable, and as a result you may lose your money.
    5. These terms and conditions are available online at www.uaccount.uk .You can request a copy of these terms and conditions at any point in their duration.
    6. Your U Card is a Mastercard prepaid debit card. It is not a guarantee card, charge card or credit card.
    7. You will not earn any interest on any funds paid in to your account.
  2. Definitions

    In these terms and conditions, the following words and phrases have the meanings shown next to them:

    Account limit, Limit or Limits – means the maximum value of funds that can be held in the account any one time; the account limits includes the total amount of funds in your main account and any Extra Accounts.

    ATM – means automatic teller machine or cashpoint facility or cash dispenser;

    Business day – means a day between and including Monday to Friday, between 9am and 5pm (UK time) except for bank or public holidays in England and Wales;

    Card – means your U Prepaid Debit Mastercard (including any replacement card);

    Card Payment - A payment using your U Card, funds are immediately transferred from your U Account. Prepaid debit cards also allow for instant withdrawal of cash from ATMs.

    Card scheme – means Mastercard

    Chargeback: A chargeback is a request following a disputed transaction whereby U will put a request through to a merchant for a debited transaction to be credited to your U Account.

    Continuous Payment Authority - A continuous payment authority or recurring payment is where you give a company permission to regularly take cash from your debit or credit card. The company can request payment from your card whenever it is deemed that you owe them money.

    Cut off time – A cut off time is the latest time in which a payment can be paid into your U Account or can leave your U Account.

    Direct Debit - An instruction from you to U. It authorises the organisation you want to pay to collect varying amounts from your account – but only if you've been given advanced notice of the amounts and dates of collection

    Disputed Transaction: A disputed transaction is a transaction that you dispute the validity of a transaction in your U Account.

    E-money – means electronic money and is the electronically stored monetary value of funds held in your U Account. Funds received into your U account may be used for the purpose of making payments or transactions outside of U and its partners. E-money will be referred to throughout these Terms and Conditions as ‘money’. For regulatory purposes, where money is referred to in this document, this denotes ‘e-money’.

    Extra Account – An Extra Account is a sub account within your U Account. Each Extra Account has it’s own unique account number and each Extra Account has payment facilities as per your main U Account. When you open a U Account you will automatically be set up with a cashback Extra Account. This Extra Account will be used by U to credit you your U Points each month as money. You can set up Extra Accounts in your U Account and make payments to and from the Extra Account(s). For more information on setting up Extra Accounts click [here]

    Fees – a variety of charges that can be raised for purchase and ongoing use of the card and account

    U Account – This is your e-money account as a whole which includes the main account your were issued with when applying for to U along with your U Points Extra Account which was set up automatically to pay U Points into and any other Extra Accounts you may have set up on your U Account.

    “U Points” means the rewards to which you become entitled to receive from us, under the terms of a promotion made available to you through us by one of our Partners, each time you purchase goods and/or services from those partners; each individual U Point shall have the value of £1

    Issuer – Wirecard Card Solutions Ltd.

    Main Account/Main U Account: Your main account is the first account you were issued with when you applied for to U. When we confirmed that you had opened a U Account we provided the main account number and sort code to you.

    Payee/Recipient– A payee or recipient is a party that you send a payment to from your U Account. You can choose whether you would like to save a payee to your U Account for ease of payments to this party in the future or you can choose to input the payee details for each payment.

    PIN – means personal identification number i.e. the security number provided for use with the card;

    Points Account/Additional Points Account: This is an Extra Account on your U Account which has been automatically set up for you by U. Any confirmed cashback you earn as U Points will be added into your Points Account.

    Standing Order - An instruction to U by an account holder to make regular fixed payments to a particular person or organisation.

    Supplier – a retailer, merchant or other supplier of goods and/ or services which accepts payment by means of a card, card number, PIN or card and signature;

    Summary Box – The section that includes notification of charges associated with the card and account

    Transfer/Payment – A transfer or payment is a payment to or from your U Account or U Extra Account(s). A transfer can be a one off payment ora regular payment such as a standing order or direct debit. Payments that you can make from your U Account include card payments,direct debits, standing orders, single payments, ATM withdrawals and continuous payment authorities. Payments can be made out of your U Account by inputting your details online, over the phone or in person.

    Payments into your U Account include faster payments in, BACs payments in, transfers in from another U Account or Extra Account or cash payment in.

    Standing Order – A standing order is an instruction to U by you to make regular fixed payments to a particular person or organisation.

    Supplier’s bank – the organisation, known as a merchant acquirer, used by the supplier for the purposes of receiving payments arising from transactions.

    Verification of identity – means confirming personal identity and address of you by conducting electronic verification of your details or by you providing documentation of identity;

    Website – means the website, www.uaccount.uk, operated byFfrees Family Finance Ltd. trading as U.

    We / us / our – means Wirecard Card Solutions Limited or U, (a trading name of Ffrees Family Finance) and acting on their behalf;

    Year – 12 month period following the date when the account is opened and the card is issued to you and each subsequent 12 month period.

    You / your – meansthe person who has opened a U Account, and is authorised to use the card and account as provided for in this Agreement.

  3. ACCOUNT STRUCTURE

    1. When you apply for a U Account you are applying for an e-money account with additional features which allow you to carry out some transactions normally associated with a bank current account such as Direct Debit, Standing Order and Faster Payment. Upon verifying your identity and being accepted for a U Account you will be issued with a U Card and an account number and sort code for your main U Account.
    2. U will set up a U Points Extra Account for you on account set up. This Extra Account will be used by us to pay U Points into your U Account as money. This Extra Account cannot be deleted or renamed.
    3. You will have the facility to set up multiple Extra Accounts on your U Account. Each Extra Account has it’s own unique account number and sort code and has payment functionality.There is a maximum number of Extra Accounts that can be set up on a U Account. For more information on the maximum number of Extra Accounts please refer to www.uaccount.uk.
    4. Any funds in your main account or any of your Extra Accounts are separate to each other which means that if you have a payment set up on your main account or Extra Account you must ensure that you have funds in that account to make the payment including any associated fees for that payment.
    5. Your U Account will have some minimum and maximum limits on things including your account balance and payments in and out of your U Account. Any limits applied to your Account apply to all funds/transfers within your U Account which includes any funds in your Extra Accounts or transactions made to/from your Extra Accounts.
    6. We reserve the right to change the limits on your U Account with immediate effect. If the limits on your U Account change we will communicate the change to you through the channels listed on the website.
    7. You can easily transfer funds between your Extra Accounts and your U Account. Any funds transferred between your own U Account and Extra Accounts will not contribute to the overall limits on your U Account.
    8. Your U Account and Extra Accounts are classified as the one account, any Extra Accounts are sub-accounts of your main account. The funds on the main account and each Extra Account are segregated from each other. The segregation of funds means that if you have a payment coming out of your U Account or a specific Extra Account and you do not have enough funds in that particular account to make the payment then the payment will be declined even if you have funds to cover it in other Extra Accounts or your U Account.
    9. Should any Extra Account be in a negative balance the negative balance will be applied to your main U Account.
    10. Any transactions fees will be charged from the account where the transaction originated. You must ensure that you have sufficient funds in the account the transaction is taking place from to cover the cost of the transaction and the fee associated with that transaction. If there are insufficient funds in the account to cover the fee for the transaction the transaction will decline as a result.
  4. Paying-in to your Account and Making Payments from it

    1. Paying-in You may pay into your U Account in ways set out at www.uaccount.uk , once logged into the website you will also find information about frequency and limits which may change from time to time.
    2. The time that it takes for your account balance to be updated when you pay in to your account depends on the method that you use and the time that it takes for the funds to be sent to the Issuer. All payments made into your U Account will be credited to your account within an hour of the issuer receiving them. More information on payment in times are listed on the website,
    3. The time that a payment is taken out of your U Account depends on the type of payment that is being made. For more information on payment times from your U Account please refer to the payments page on the website.
    4. The U Account does not have the facility to receive payments via CHAPS. Any payments sent to a U Account via CHAPS will be returned to the sending account.
    5. Fees relating to paying-in are set out in the Summary Box at the end of these terms.
    6. Making Payments You may make payments from your account in ways set out at www.uaccount.uk , where you will also find information about frequency, limits etc, which may change from time to time.
    7. It is your responsibility to ensure that you enter the correct name, account number and sort code when making a payment out of your U Account.
    8. Should you send a payment to an account using incorrect details we will assist you in attempting to retrieve the funds; there is no guarantee that the funds can be retrieved, for example, if the funds have been sent to a legitimate account
    9. You will find information about how you can give instructions to make payments at www.uaccount.uk. There are various cut off times by which you need to give instructions which you should adhere to if you wish a payment to be made at a particular time.
    10. It is your responsibility to ensure that there are sufficient funds in the account where the transaction originated from to cover the cost of the payment and for the fee (if applicable) for that payment.
    11. If you pay-in, you cannot make a payment from your account against the money you pay-in until your account is updated by the Issuer and the money you have paid in appears in your balance.
    12. You cannot make a payment that would put your account into a negative balance.
    13. You may cancel an instruction to make a payment; the criteria by which you can do so are set out in the website
    14. We or the Issuer may refuse to make a payment if it is not in accordance with these terms and conditions and the information provided at the website, or fees applicable would take you into negative balance, or the payment is to an organisation to which payments are proscribed by law, or to an organisation to which the Issuer does not make payments.
    15. If you believe there to be an error relating to a payment, you should contact us in ways set out on the website.
    16. You may choose to temporarily block your U Card on the website through the card management area, if you have requested a block on your U Card payments will not be made from your U Card during the blocked period
    17. If you have chosen to temporarily block your U Card you can choose to unblock it at any time by logging into your account and unblocking the U Card through the card management area.
    18. Should we block your U Card and/or Account no payments will be made from your card and/or account until the card and/or account has been unblocked. U accepts no responsibility for payments that were not paid into or out of your card and/or account as a result of a block on your U Card and/or Account.
    19. The U Account does not have the facility to send payments via CHAPS,
    20. Fees relating to payments are set out in the Summary Box
    21. It is your responsibility to ensure that you have sufficient funds in your U Account or Extra Accounts to cover a payment leaving your account; this must include the funds to cover any fees (if applicable). Payments due to leave your U Account where there are not sufficient funds to cover both the payment and the fee for the payment will decline.
    22. If you do not operate your account in a satisfactory manner, we may refuse to accept standing orders and Direct Debits to be paid from any or all of your U accounts.
  5. Use of the card and account

    1. The U Card is a prepaid debit card which can be used to pay for goods and services at retailers that display the Mastercard Acceptance Mark. To use the card, present it at the time of payment in person with a merchant and enter your PIN or provide your card details during the checkout process online, provide the card details over the telephone or input the card to an ATM to withdraw cash Use it in full or part payment of your purchase. When you receive your card, you must activate it by one of the ways described on the website
    2. You must not make purchases that exceed the balance of funds available on the account. Your balance will be reduced by the amount of each purchase you make. If any purchase takes you over your available funds or the account limits in force from time to time and set out on the website (e.g. ATM withdrawal limit) the transaction will be declined.
    3. We reserve the right to request information at any time regarding the source of the funds used to pay into your U Account. We may also suspend use of the account / card where this is the case, pending the satisfactory resolution of our queries;
    4. You can use the card to make purchases in-person, via the internet or over the phone. The card can be used to obtain cash through ATMs. You must not use the card for:
      1. pre-authorised regular payments;
      2. transactions at self-service petrol pumps;
      3. transactions for cash (other than ATM withdrawal and instore cashback with participating retailers) including for example, cash from a bank, money orders, travellers’ cheques, foreign exchange, or bureau de change, or any illegal purposes.
      4. a limited number of specified other transactions as set out at www.uaccount.uk
    5. Your card cannot be used in situations where it is not possible for the supplier to obtain online authorisation that you have sufficient balance for the transaction. For example: some transactions on trains, ships, and some in-flight purchases.
    6. We may close, suspend or restrict your account, card or PIN on reasonable grounds relating to:
      1. the security of your account, card, card number or PIN, and
      2. the suspected unauthorised or fraudulent use of your account, card or PIN. We will, if possible, inform you before stopping, suspending or restricting your account, card or PIN that we intend to do so and the reasons for doing this. If we are unable to do so then we will inform you immediately afterwards. The requirement to inform you does not apply where it would compromise reasonable security measures or it would be unlawful to do so.
      3. At our discretion if you abuse our staff in any way
    7. We are not responsible for the quality, safety, legality, or any other aspect of any goods or services purchased with the account or card. We are not liable for the failure of any merchant to honour the card. We will not issue a U card under these terms and conditions to anyone under the age of 18 years old.
    8. The different types of U Account are set out on the Website, and we may increase or decrease the number of such accounts, and the specifications of such accounts, from time to time.

      If you have chosen a U Account that has a monthly fee associated with it the initial monthly fee will be deducted from your first payment into your U Account. Any payment in is classed as the first payment regardless of the source of the payment. Your payment will be taken on the same day each month with the exception of months where your billing date is the 29th,30th or 31st and the current billing month has insufficient days. In this case the monthly fees will be taken on the next 1st of the month, if this happens your original billing date will remain for subsequent monthly management billing.
    9. You may change your U Account type by logging into the Website and following the steps set out there. We will action your request, and will inform you of your U Account type change and also provide information on when the change will take effect and if there is any payment or rebate due or any changes to your monthly management fee or billing cycle.
    10. By changing your U Account type you accept that there may be a period of time following this change before you have the option to change your U Account again,
    11. Should you elect to activate a block on your U card or account, you accept full responsibility for any payments or transactions that are not made or received into your account during the period that the block remains in place. U will not accept responsibility for any payments or transactions not made during the period that a block on a card or account is in force
  6. Direct Debits

    1. Your main U Account has the facility to set up a direct debit from it
    2. In order to pay direct debits from an Extra Account you must log into your account at www.uaccount.uk and turn the direct debit facility on for the Extra Account you have selected.
    3. To set up direct debits for each Extra Account you should navigate to each account individually and select to set up direct debits on each Extra Account requiring direct debits.
    4. Once you select to set up a direct debit from an Extra Account you will be presented with the individual account number and sort code for that Extra Account. Please only provide this account number and sort code for direct debits to be set up from that particular account as you can’t move a direct debit from one account to another account without cancelling one and setting another direct debit up with your supplier.
    5. If you switch on the direct debit facility on an Extra Account and there has not been a direct debit set up on the account within three months then the direct debit facility will be switched off on the Extra Account. You can go back into your U Account and switch this back on at any time.
    6. It is your responsibility to ensure that if you provide an account number and sort code for use in a direct debit set up that the account is currently active for direct debit payments. We do not accept responsibility for direct debits failing if you set up a direct debit on an Extra Account and subsequently turn off the facility or the facility is automatically switched off subject to condition 6.5 of this agreement.
    7. To enhance the security on your account we will automatically cancel any direct debits that have been set up on your U Account and have not been paid in 13 months. We do not accept responsibility for direct debits that have been cancelled if they have not been used in a 13 month period.
    8. If a direct debit is cancelled under condition 6.7 on an Extra Account which means that there are no longer any live direct debits on that Extra Account then the direct debit facility on that Extra Account will be switched off.
    9. If you have a direct debit on your U Account in which you have failed to make payments on three consecutive occasions due to insufficient funds the payment will be declined on each occasion and on the third consecutive failed payment the direct debit will be cancelled on your account. The instruction will only be reinstated when we receive a new mandate from the originator. We accept no responsibility for direct debits cancelled as a result of them being cancelled due to too many failed payment requests.
    10. U does not have the facility for customers to set up international direct debit payments from any U Account.
    11. You may cancel a Direct Debit up to 3pm on the business day before the payment is due to be taken. To cancel a Direct Debit you should contact us in ways set out at uaccount.uk, with details of the date and the amount of the payment you wish to cancel and the name of the person or organisation you asked us to pay. You should also advise the person or organisation you are paying that the instruction has been cancelled. You will still be responsible for any money you owe. If you do not cancel a Direct Debit by the deadline specified above, we cannot accept responsibility for any payments that are subsequently taken and you will need to contact the person or organisation you are paying.
    12. The provisions of the UK Direct Debit Guarantee Scheme will apply where a refund of a Direct Debit is requested.
  7. Transactions

    1. You agree that any use of your account, card, card number or PIN constitutes your authorisation and consent to a transaction. You provide authorisation when you input your PIN in person when paying for something, by providing card to make a transaction or a number of transactions (may be referred to as continuous payment authorities), when you input your card number during an online checkout process or when you set up a standing order, payment or direct debit to pay someone.
    2. You cannot stop a transaction after it has been transmitted to us by giving your consent to the transaction, or once you have given your consent to the supplier for a pre-authorised payment (e.g. continuous payment authorities or recurring payments).Where you have provided a person or organisation with your consent to a recurring payment or continuous payment authority, you can contact us to cancel this. You must also contact the person or organisation you are paying. You will still be responsible for any money you owe. You must contact us before 2pm at the latest on the business day before the payment is due. If you do not cancel the payment by the deadline specified above, we cannot accept responsibility for any payments that are subsequently debited to your card and you will need to contact the person or organisation you are paying to cancel the payment.
    3. We may refuse a transaction or suspend or terminate the right to pay-in to your account. We may do this if the relevant phone or computer link is busy. We may also do this if:
      1. a transaction might take you over your available funds in the account; or
      2. a transaction might take you over any of your account or card limits; or
      3. we reasonably believe that we need to do so to keep to the rules of the payment system under which your card is issued, or
      4. we reasonably believe that there are needs to do so to comply with any law or as a matter of good practice
  8. Unauthorised Transactions

    1. If you notice a payment out of your account that you did not authorise, you should contact us immediately in ways set out at www.uaccount.uk.
    2. Before issuing a refund, we may require some further information from you, in order to assist us in investigating an unauthorised payment transaction(s) as quickly as possible.
    3. If we find that a payment transaction was not authorised by you, we will refund the amount of the unauthorised transaction to you on the same working day if we are notified before 4pm and by 10am on the following working day if we are notified of an unauthorised transaction after 4pm. Where applicable, we will refund any fees that have been incurred as a result of the transaction taking place.
    4. You will, however, be liable for:
      1. All payments and any losses in respect of unauthorised transactions where you have acted fraudulently;
      2. All payments and any losses if you intentionally or negligently failed to take reasonable steps to keep the security features of your card safe or have failed to comply with these terms and conditions.
    5. We may debit your account with any amount refunded, if we subsequently become aware that the payment was authorised by you.
    6. If it is found that you have deliberately made a false claim that a payment was unauthorised we may report this to the relevant authorities.
  9. Foreign currency transactions

    1. The U Account does not have the facility to send payments to an international account.
    2. The U Account does not have the facility to receive funds from an international account.
    3. The U card can be used for transactions which are not in the currency of the account although a fee will be applied for doing so.
    4. If you make a transaction in a currency other than the currency of the account we will change the amount into the currency of the account at the wholesale market rate or any rate that a government may set. We will charge a service charge (commission), see Summary Box.
    5. Exchange rates may change, and the exchange rate which applies on the date that you make your transaction may not be the same as the exchange rate we use on the date that we convert the transaction charge and deduct the service charge from your balance. The exchange rate applied will include this service charge. You can check the exchange rate used as described in condition
    6. Your online statement will show the exchange rate and service charge.
  10. Checking your balance

    1. To check the available balance on your card or to review your transactions visit www.uaccount.uk, call 24 hours a day, or by any additional channels listed on www.uaccount.uk.
  11. Managing your balance

    1. It is your responsibility to ensure that you manage the balance on your U Account and any Extra Accounts within the limits set for your U Account.
    2. It is your responsibility to ensure that any payments into your U Account do not exceed the overall balance limit on your account. Please refer to www.uaccount.uk/limits for your U Account balance limit.
    3. Should a payment be sent to your U Account that would exceed the permitted balance on your account, the full payment will be returned to sender. The payment will be sent back to the sender as soon as reasonably possible.
    4. It is your responsibility to ensure there are sufficient funds in your U Account to cover any payments that you make. If you make a payment from your U Account that brings your account into a negative balance it is your responsibility to ensure that funds are paid into your account immediately to cover the negative balance.
    5. It is your responsibility to ensure that there are sufficient funds in your account to cover your monthly management fee.
    6. If you do not have sufficient funds in your account to cover the monthly management fee the fee will be deducted from your Account the next time funds are paid into your U Account.
    7. If you have partial funds in your account to cover your monthly management fee the partial amount will be debited from your U account and the remaining owed on your monthly management fee(s) will be debited from your account the next time funds are paid into your U Account.
    8. Your U Account is designed so that in the majority of cases your account will not go overdrawn. There are some rare occasions where your U Account balance may be a negative amount. It is your responsibility to pay funds into your U Account immediately to cover any negative balance on your account. If you persistently have a negative balance or fail to pay-in to cover a negative balance immediately we reserve the right to close your U Account.
    9. If you sign an agreement which you agree that your account can be charged to process future/further payments and a payment is taken which applies a negative balance to your account, it is your responsibility to ensure that funds are paid into your U Account to cover the negative balance.
    10. If a payment into your U Account is automatically recalled as a duplicate transaction or a transaction sent in error this means that the payment will be debited from your U Account. Should a recall of funds mean that your account is in a negative balance it is your responsibility to ensure that funds are paid into your U Account immediately to cover any negative balance.
    11. In cases where there is a negative balance on your U Account where you have not paid into your account to cover the negative balance we will contact you to request payment immediately.
    12. We reserve the right to transfer funds between any of your Extra Accounts and your U Account to cover any negative balances that may be in your U Account or your Extra Accounts.
    13. We are not responsible for any missed payment(s) from your U Accounts and/or your Extra Accounts as a result of funds being transferred to cover any negative balance in your U Account and/or Extra Account(s).
    14. We reserve the right to engage the services of a third party debt collection agency to assist in the collection of any negative balance(s) on your account and we may take legal action to recover any outstanding amounts. This may have an adverse impact on your credit rating.
  12. When your card expires

    1. The card’s expiry date is printed on the card. You must not use the card after its expiry date.
    2. A replacement card will be issued to you free of charge and sent to you at the address you have given us within two weeks of the expiry date. Tell us if you do not want your card to be renewed in one of the ways we describe at the website.
    3. If your card has not been used in the eight weeks prior to its expiry date, you will be sent an email asking if you want to replace that card and keep any existing balance on the account. If you request that we do this, you will be issued with a replacement card within two weeks. A replacement card fee may apply (see Summary Box).
    4. If you renew your card in circumstances under conditions 12.2 or 12.3 this Agreement will continue to apply.
    5. If you request that your card is not renewed under condition 12.2 and 12.3 you will not be able to use it after its expiry date. You can redeem any outstanding balance on the account up to 6 years after the expiry date by following the process in condition 13. If any balance remains on the account for more than 6 years after the expiry date, it will not be refunded.
  13. Redemption

    1. You can redeem all or part of your balance by contacting us in ways described on the website up until the date that is 6 years after the expiry date shown on your card or 6 years your account has been closed under conditions 14 or 15 in this agreement. We will transfer any redeemed funds into a bank account which is in your name. We may request proof from you of the account name.
      1. You may be charged a fee (see “Paying out of your U Account” in the Summary Box) to cover the transfer of funds from your U Account to a bank account in your name.
  14. Liability

    1. You must sign your card as soon as you receive it and keep it safe. You must always make sure that you keep your personal security details secure and that you follow the personal security guidelines set out at www.uaccount.uk at all times. You should ensure that you:
      1. do not allow anyone else to use your card;
      2. do not reveal your PIN and never write down your password(s), PIN or any security information you have given us unless you do this in a way that would make it impossible for anyone else to recognise any of that information;
      3. only release the card, card number or PIN to make (or try to make) a transaction, and
      4. if your card is lost or stolen or someone else finds out the PIN or if you think your card, card number or PIN may be misused, you must:
        1. Log onto www.uaccount.uk and notify us that your card is lost/stolen using the card management area on the website. We have a 24 hour service on www.uaccount.uk to report your card as lost or stolen
        2. or call us immediately on 0330 088 3840 (we have a 24 hour service to report your card as lost or stolen) so that we can stop your card and PIN;
        3. and, if we ask you must also write to us within seven days to confirm the loss, theft or possible misuse (the address is Ffrees Family Finance Ltd. trading as U, Electric Works, Sheffield Digital Campus, Sheffield, South Yorkshire, S1 2BJ), andstop using the card, card number or PIN immediately. If you find the card after you have reported it lost, stolen or misused, you must cut it up and tell us as soon as you can. If your card or any replacement card, is lost or stolen, once you have reported it you can request a replacement by contacting us in ways described on the website. We may charge a fee for the replacement card. This is set out in the Summary Box.
    2. You may not be liable for any use of the card, card number or PIN by another person who does not have your permission to use it or if it is lost, stolen or destroyed, unless:
      1. you agreed to that person having your card, card number or PIN, or through gross negligence or carelessness, failed to comply with condition 14.1, in which case you may be liable for any use that occurs before you tell us in accordance with these terms and conditions, or
      2. you acted fraudulently then, to the extent permitted by law, you may be liable for misuse of the card, card number or PIN.
      3. You may only be liable to a maximum of £50 resulting from transactions arising from the use of a lost or stolen card or from the misappropriation of the payment instrument where the cardholder has failed to keep security features of the card safe. The £50 liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.
    3. If your card is used without your permission, or is lost, stolen or if you think the card may be misused, we may disclose to law enforcement agencies, any information which we reasonably believe may be relevant.
    4. We will not be liable for:
      1. any abnormal or unforeseeable circumstances outside our reasonable control (for example, a failure of computer systems which happens for reasons outside our reasonable control or any industrial action which happens for reasons outside our reasonable control) if this prevents us from providing our usual service;
      2. any person refusing to accept payment or
      3. any cash dispenser failing to issue cash.
    5. We will not be liable for the way in which you are told about any refusal or delay.
    6. In case of errors or disputes about transactions, contact us in ways described in our website
  15. Altering these Terms and Conditions

    1. We may change any of these terms and conditions, including changes to fees and charges, or to introduce new terms. If we make any changes, we will give 60 days prior notice for material changes to the terms and conditions, should the change have no material effect to you or is to your benefit changes to these terms and conditions will become effective immediately. We will notify you of changes to these terms and conditions by ways described in our website.
    2. If we change these terms and conditions, the new terms and conditions will be available at www.uaccount.uk from the date we notify you of the change
    3. You will be deemed to have accepted any change to these terms and conditions unless you notify us of any objection before the proposed date of the change.

      Between receipt of the notice and the proposed date of change, if you notify us that you do not accept the change, this agreement will terminate immediately and subject to condition 13 you can redeem your total balance at that time without charge.
  16. Closure rights

    1. If you change your mind about having the account and card, you can close it within 14 days of the date you receive confirmation of your application being approved by contacting us in ways described in our website. You will not be charged for closing your account and cancelling your card during this period. We will refund any balance remaining on the card to you and any fees that you have paid to open your U Account.
    2. You can also close your Account and cancel your U Card any time after the 14 day period by contacting Customer Services, you will not be charged to closing your U Account or cancelling your card. You should also cut your U Card in half through the signature box, magnetic strip and chip.
    3. You agree that by requesting for your account to be closed we will commence the closure process. This includes:
      1. Cancelling payments due to leave your U Account and Extra Accounts
      2. Cancelling direct debits on your U Account and Extra Accounts
      3. Rejecting incoming payments to your U Account
      4. Closing all Extra Accounts
    4. Closing your account does not guarantee that payments that are being processed will not leave your U Account or Extra Accounts. We do not accept responsibility for payments that are made from your U Account following a closure request.
    5. You will not be entitled to a refund of money you have already spent on transactions authorised or pending or any fees for use of the U Card or U Account before the Account is closed or the Card expires
  17. Ending this agreement

    1. We may terminate this agreement at any time we shall give you 60 days prior notice to termination of the agreement unless it is an exceptional circumstance which includes abuse to staff and material breaches to these terms and conditions.
    2. Reasons for ending the agreement may include:
      1. if this agreement or your U Card expires;
      2. if you break an important part of this agreement, or repeatedly break the agreement and fail to resolve the matter in a timely manner;
      3. if you act in a manner that is threatening or abusive to our staff, or any of our representatives; or
      4. if you fail to pay fees or charges that you have incurred or fail to pay back any negative balance on your card.
      5. If your account has not had any transactions on it for a consecutive 6 month period. Please note your monthly management fee(s) and/or dormancy fee(s) are classed as a transaction, if you have funds in your account to cover your monthly management fee(s) and/or dormancy fee(s) then your account will remain open until there is a period of 6 consecutive months where a transaction has not taken place. To view information on dormancy fees that may apply to your account please refer to the summary box.
    3. We may also close your Account and cancel your Card immediately if we:
      1. suspect fraud or misuse of your card or account;
      2. have any other security concerns, or need to do so to comply with the law
    4. We may close your account if you operate your account in a manner that could be classed as non standard use of an Account e.g. solely for gambling purposes.
    5. You can terminate this agreement by contacting us in ways described in our website, subject to conditions 13 and 16.
    6. Once the termination of your account commences all payments mandates out of your account will be cancelled. Any payments into your account will be returned to sender. If a payment is in the process of being paid out when the closure process commences there is a possibility that the payment may still go through. It is your responsibility to ensure that you have made alternate arrangements for payments into and from your U Account. We do not accept liability for any payments made or missed as a result of the account termination process commencing.
    7. If you do not redeem your full balance within 6 years of your card’s expiry date, this agreement terminates. If this happens, you will not be entitled to reclaim any funds that were held in your U account upon termination.
    8. If you waive any remaining balance in your account upon closure the funds will be transferred into an account held by us and your account will be closed.
    9. If the account has a zero balance and no transactions have taken place for a period of 6 months, the account will automatically be closed for fraud prevention reasons.
  18. General

    1. By entering into this agreement you agree that we may use your information in accordance with the ‘How we use your information’ section of these terms and conditions, as set out in condition 21.
    2. We may monitor and/or record telephone calls between you and us or service providers.
    3. We may record all communications you have with us including social media interactions
    4. You must provide us with an email and postal address and phone number and let us know of any changes. You must advise us immediately of any changes to the details we hold for you, it is your responsibility to ensure that your details are up-to-date at all times.
    5. We may transfer our rights or obligations under this agreement or arrange for any other person to carry out its rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.
    6. We can delay enforcing its rights under this agreement without losing them.
    7. If we cannot enforce any paragraph, condition or part of a paragraph or condition under this agreement, it will not affect any of the other paragraphs, conditions or the other part of the paragraph or condition in this agreement.
    8. This agreement is governed by the law of England and Wales. The language of this agreement is English and all notices and information given under this agreement will be in English.
  19. Payment services information

    1. This condition 19 only applies if the supplier’s bank is located within the European Economic Area (EEA) and the payment services being carried out are transacted in Euro, or another currency of an EEA member state.
    2. We will ensure that a transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank within these timescales:
      Type of Transaction Timescale
      Transaction carried out in a currency other than Euro (€) or Pounds Sterling (£)
      Or
      Transaction involving more than one currency
      By the end of the fourth business day following the day on which the transaction or order is received
      Any other Transaction By the end of the business day following the day on which the transaction order is received
    3. If you use your card or provide your card details to a supplier to make a transaction before you know the amount which is going to be charged to your card, then you may be entitled to request a refund if the amount is unexpectedly large, provided that you tell us within eight weeks from the date the transaction is deducted from your balance but you will NOT be entitled to a refund if you have been told by us, or the supplier, of the amount of that transaction at least four weeks before the transaction is due to be deducted from your balance, and you consented to the transaction.
    4. On receipt of such a request under condition 19.3, we may require you to provide us with the information to ascertain whether the conditions in condition 19.3have been met. Within 10 business days of receiving a request from you under condition 19.3 or on receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.
    5. We are liable for the correct execution of the transaction unless we can prove that the transaction was received by the supplier’s bank, in which case the supplier’s bank is liable to the supplier. You may request that we make immediate efforts to trace an incorrectly executed transaction and notify you of the outcome.
    6. When a supplier initiates a transaction it is the supplier’s bank which is liable for the correct transmission of the relevant details to us. If the supplier’s bank can prove that it is not responsible for a transaction which has failed or has been incorrectly executed, we will be responsible to you.
    7. If we are responsible for an incorrect amount of a transaction being deducted from your balance, we will correct the error. If we are responsible for a transaction being deducted from your balance which you did not authorise, we will refund the amount of the transaction to your balance and treat the transaction as if it had never occurred. You must inform us of an unauthorised or incorrect transaction as soon as possible and in any event no later than 13 months after the debit date. If you do not do so, we may not be liable.
    8. We are not liable if you incorrectly identify the supplier under a transaction. In such a case, we will make reasonable efforts to recover the funds involved
  20. Complaints and how to contact us

    1. If you would like to make a complaint, or contact us for any other reason connected to these terms and conditions please contact us in ways described in the website. We have procedures in place to make sure that we handle your complaint fairly and quickly, you can view our complaints procedure [here]. However, if you are not satisfied with the outcome of your complaint, you can write to the Financial Ombudsman, Exchange Tower, London, E14 9SR. Telephone: 0800 023 4 567 from landlines, 0300 123 9 123 from mobile phones or +44 20 7964 0500 for calls from
      outside the UK and e-mail: [email protected].
  21. How we use your information

    1. We shall transfer information relating to you to a third party which will search your record at credit reference and fraud prevention agencies. These searches are to check your identity and we do not carry out full credit reference checks or credit scoring for this purpose. We will use an automated decision-making system to assess your application and verify your identity.
    2. If we areunable to verify your identity adequately, we may ask you to provide some documentary evidence to help confirm your identity and address.
    3. Credit reference agencies may check the details you supply against any particulars on any database (public or otherwise) to which they have access. An unrecorded enquiry will be made. An unrecorded enquiry is a search that was not made for lending purposes. It cannot affect your credit rating or score when you apply for credit. It is not seen by lenders other than the one that carried out the search. It is included on your credit report so you know the search was made but does not affect your credit rating, or score, when you apply for credit.
    4. If you give us false or inaccurate information and we identify fraud, we will record this with fraud prevention agencies. Law enforcement agencies may access and use this information.
    5. The fraud prevention agencies will share records with other organisations. We and other organisations may access and use the information recorded by fraud prevention agencies overseas.
    6. Please contact us in ways described in the website if you would like details of those credit reference and fraud prevention agencies. You have a legal right to these details.
    7. You have certain rights to receive a copy of any information we hold about you. Please contact us in ways described in the website. We may charge you for this service.
    8. Some information held by credit reference and fraud prevention agencies will be disclosed to us and other organisations to, for example:
      1. to prevent fraud and money laundering, by checking applications for credit, credit-related or other facilities, proposals and claims for all types of insurance, job applications and employee records, and to verify your identity.
    9. The information held by these agencies may also be used for other purposes for which you give your specific permission or, in very limited circumstances, when required by law or where permitted under the terms of the Data Protection Act 1998.
    10. When you have an agreement with us we may use the following types of information about you:
      1. information you give us or we already hold about you, including any phone number you call us from, which we may record;
      2. information we receive when making a decision about your application or agreement, including information we receive from enquiries and searches made in your name with credit reference and fraud prevention agencies;
      3. information (including details of payments and transactions) we may hold about any managed account or policy which you hold with or through us, and
      4. information we receive from anyone who is allowed to provide us with information about you.
    11. We will process, use, manage, control, release and record information about you to:
      1. search credit reference and fraud prevention agencies’ records (including information from overseas) to manage your account;
      2. manage your accounts and policies, and manage any application, agreement or correspondence you may have with us;
      3. carry out, monitor and analyse our business;
      4. contact you by post, by phone or in another way about other products and services which we consider may interest you – unless you tell us that you prefer not to receive marketing by a certain method;
      5. fight fraud, money-laundering, terrorism and other crimes, and
      6. keep to any laws or regulations in any country
    12. We may reveal information about you:
      1. to any person working for us or our co-brand partner
      2. to fraud prevention agencies;
      3. to any organisation which backs any of our products which you hold;
      4. to any payment system under which we issue your card;
      5. if a payment is processed through a worldwide payment system, to certain authorities in order to detect and prevent terrorism (including authorities outside the UK);
      6. to any person to whom we transfer any of our rights or obligations under any agreement we may have with you, and
      7. to a third party debt collection agency to assist in the collection of any negative balance(s) on your account.
      8. to anyone you authorise us to give information about you to.
    13. Processing your information, as described above, may involve sending it to other countries outside of the EEA including the United States of America. In such circumstances we are responsible for making sure that your information continues to be protected.
    14. We will keep information about you for only as long as we need to or is required to meet legal obligations.
  22. SUMMARY BOX

  23. Charges

    This table summarises key product features and information and is not intended to replace the terms and conditions of the product. The fees for a U Account are set out below, followed by the fees for each Price Point option.

    U Account Fees  
    
UK Debit Card FREE
    Pay into your Account (All payments into your Ffrees Account - excluding PayPoint payments) FREE
    
Paying into your account using PayPoint 3%
    U Account to U Account Payments FREE
    Paper Statements £2.50
    Replacement Card £3.50
    Overseas Debit Card Payment 3%
    Chargeback/Disputed Transaction Request £15.00
    Variable Fees No Monthly Fee £5 Price Point 
£10 Price Point
    
Monthly Fee Free* £5.00 £10.00
    Payments out of your Ffrees Account e.g. Payments out using direct debits, standing orders, standard payments & ATM withdrawals. This excludes payment (Excluding payments to another Ffrees Account) £1 
£0.50 

FREE
    Extra Accounts 50p per month per Extra Account 2 Free 50p per month per Extra Account thereafter 
5 Free 50p per month per Extra Account thereafter
    Overseas ATM Withdrawal £1+ 3% 
£0.50 + 3% 
3%

    * A dormancy charge of £1 per month applies if your account is classed as dormant. This means that there has not been a transaction on your Ffrees Account in the last 60 days.

    Please note that there are limits applied to your U Account, please refer to the website for more information on limits to your account.

TERMS OF USE




  1. TERMS OF USE

    1. Access to and use of our website at www.uaccount.uk (the "Website"), either as a guest or a registered user, is subject to these Terms of Use. In these Terms of Use, "we", "us" and "our" means Ffrees Family Finance Limited trading as U, who operates this Website.

      Use of the Website includes, but is not limited to, accessing, browsing or registering to use the Website.
    2. If you use any part of the Website, that is considered your acceptance of these Terms of Use. That acceptance applies from the date on which you first access the Website. You should stop using the Website straight away if you do not agree with these Terms of Use.
    3. Before entering the Website, you should read these Terms of Use carefully, but also the Privacy and Cookies Policy. Before signing up for the services that we provide through the Website, you should read our Customer Terms and Conditions.
  2. YOUR USE OF THE WEBSITE

    1. You shall not use the Website for, or send to the Website, anything which, in any way:
      1. is not in our best interests;
      2. involves your use of any viruses, Trojans, worms, logic bombs or other material which is malicious or technologically harmful or is intended to damage or interfere with the Website or any other system or information;
      3. is infringing of any intellectual property rights or rights of privacy or confidentiality of us or any third party;
      4. is fraudulent, criminal or not lawful, or which is in breach of any applicable law, statute, regulation or bye-law;
      5. is misrepresentative or impersonates another person or organisation;
      6. is defamatory, racist, sexist, defamatory, discriminatory, offensive, threatening, hateful, pornographic, indecent, obscene, malicious, abusive, political or untrue;
      7. is not accurate or outdated; or
      8. is contrary to these Terms of Use or the Privacy and Cookies Policy.
    2. If you submit or send to the Website any information or material, that information or material shall be considered non-confidential and non-proprietary. You hereby grant to us a worldwide, royalty-free, irrevocable, assignable, sub-licensable licence to use that information or material for the purposes of the Website or our general business purposes. You hereby waive your moral rights in respect of such information or material, such that we do not need to identify you as the author of that information or material and we may amend or modify it as we consider, in our absolute discretion, to be appropriate.
    3. We have the right to disclose your identity to any third party that claims that any content posted or submitted by you in relation to the Website infringes their intellectual property rights or their right to privacy or confidentiality.
    4. You shall comply at all times with our instructions for use of the Website.
    5. You shall fully and promptly indemnify us against all damages, claims, demands, losses, proceedings, liabilities, charges, costs and expenses suffered or incurred by us due (directly or indirectly) to your failure to comply within any provision of these Terms of Use.
  3. AVAILABILITY, ACCURACY AND SECURITY OF THE WEBSITE

    1. The Website is made available free of charge.
    2. The content on the Website is provided for general information only and is not intended to amount to advice on which you should rely. You should obtain professional or specialist advice before taking, or refraining from, any action on the basis of the content on the Website.
    3. From time to time, we may carry out maintenance or repairs to the Website, or update the Website with new functionality.
    4. We will use our reasonable endeavours to make the Website available 24 hours a day. Subject to paragraph 4.1 below, we shall not have any liability if the Website is unavailable for any period or at any time.
    5. Due to the nature of the Internet, we cannot guarantee that the Website will always be available or that your access to the Website will be uninterrupted, timely or error-free. We do not guarantee that the Website will be secure or free from bugs or viruses.
    6. We may suspend or withdraw from any user access to the Website for any reason, temporarily or permanently, at any time without notice, and you shall not circumvent, or attempt to circumvent, any such action.
    7. We may impose restrictions for any reason on access to the Website at any time without notice, and you shall not circumvent, or attempt to circumvent, any such action.
    8. It is your responsibility to ensure that any hardware, software or any equipment that you use is compatible with the Website, and, subject to paragraph 4.1 below, we shall not have any liability for any damage caused to, or viruses or other information which may effect, any such hardware, software or equipment due to your access to the Website. You should use your own virus protection software.
    9. Subject to paragraph 4.1 below, we shall not have any liability for the actions of third parties.
  4. LIABILITY

    1. We accept liability for:
      1. death or personal injury caused by our negligence;
      2. our fraudulent misrepresentation; and
      3. any other liability that we cannot exclude or limit at law.
    2. Subject to paragraph 4.1 above, and to the extent permitted by law, in all cases other than in respect of services we provide to a specific customer (which shall be governed by separate contractual terms of engagement):
      1. our maximum liability (whether in tort, contract, misrepresentation, negligence, restitution or under any other legal head of liability) in relation to your use or inability to use of, or delay in use of, or reliance on any content on, the Website or any material in it or accessible from it or from any action or decision taken as a result of using the Website or any such material, shall be £100; and
      2. we shall not have any liability (whether in tort, contract, misrepresentation, negligence, restitution or under any other legal head of liability) in relation to your use or inability to use of, or delay in use of, or reliance on any content displayed on, the Website or any material in it or accessible from it or from any action or decision taken as a result of using the Website or any such material for any:
        1. indirect or consequential losses, damages, costs or expenses;
        2. loss of actual or anticipated profits;
        3. loss of contracts;
        4. loss of use of money;
        5. loss of anticipated savings;
        6. loss of revenue;
        7. loss of goodwill;
        8. loss of reputation;
        9. loss of business;
        10. ex gratia payments;
        11. loss of operation time;
        12. loss of opportunity;
        13. loss caused by the diminution in value of any asset; or
        14. loss of, damage to, or corruption of, data; whether or not such losses were reasonably foreseeable or we had been advised of the possibility of such losses being incurred.
      3. For the avoidance of doubt, 4.2.2.2 to 4.2.2.14 (inclusive) of this paragraph 4.2.2 apply whether such losses are direct, indirect, consequential or otherwise.
      4. To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to the Website or any content on it, whether express or implied.
  5. INTELLECTUAL PROPERTY

    1. We are the owner or licensee of all intellectual property rights in the Website and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
    2. All names, logos and related names, design marks and slogan used by us are trademarks or service marks of us or our licensees.
    3. Unless otherwise stated, the copyright, database rights and any other rights (including, but not limited to, intellectual property rights) in all information, data, text, photographs, images, graphics and materials (together "Materials") on the Website, and the design, layout, "look and feel" and appearance of the Website is owned by us or licensed to us by third parties. You are permitted to use and download Materials or extracts from the Website to a local hard disk and print copies, subject to all of the following:
      1. your use of the Website and any Materials is for your internal, personal, private use only;
      2. except to the extent provided by law, you must not use, copy, reproduce, republish, post, broadcast or transmit any part of the Website or any Materials for any other purpose without our express prior written consent. This includes (but is not limited to) not reproducing or storing any part of the Website or any Materials in any other website or in any public or private electronic retrieval system or service;
      3. you must not modify the paper or digital copies of any materials you have printed off or downloaded from the Website in any way, and you must not use any illustrations, photographs, videos or audio sequences or any graphics separately from any accompanying text;
      4. except as we expressly permit, you must not in any way modify any Materials on the Website;
      5. our copyright notice (e.g. © Frees Family Finance Limited 2016) or, where indicated, the notice of our licensors, must appear in all electronic or hard copies of any Materials or extracts from the Website;
      6. when you lawfully or with our consent copy, reproduce, republish, post, broadcast, transmit, print or quote from any of the Website or any Materials, you must do so fairly and give due accreditation to us, our suppliers and the Website. You shall also do so in accordance with any restrictions which we stipulate on the Website;
      7. if you print off, copy or download any part of the Website in breach of these Terms of Use, your right to use the Website will cease immediately and you must, at our option, return or destroy any copies of the materials you have made; and
      8. any rights not expressly granted in these Terms of Use or otherwise by us are reserved.
  6. YOUR ACCOUNT AND LOGIN DETAILS

    1. You may need to use a username and password to access restricted sections of the Website. To register for such access, you may need to provide us with your name, email address, phone number and your chosen username and password; please see our Privacy and Cookies Policy for more details about this.
    2. When you choose a username, password or any other information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.
    3. You should not choose a password which can be guessed easily. Minimum requirements for a password are stipulated on our website.
    4. If you think you may have lost your password or allowed a third party to see it, you must let us know straight away.
    5. You shall be responsible for all use of the Website made under your login details.
    6. We may require that you change your password from time to time.
    7. We may disable any login details at any time if, in our reasonable opinion, you have failed to comply with any of the provisions of these Terms of Use.
  7. MARKETING AND CONTACT PREFERENCES

    1. When you register on the Website or subscribe for our mailing lists, you agree that we will be entitled to contact you according to your contact preferences, this includes via email, post, telephone, SMS, or by other electronic means such as via social and digital media. We may contact you in connection with:
      1. "Marketing" which includes updates about our business, products, services, and offers that may be of interest to you.
      2. "Account Updates" which include essential notices of information about the account, our business, or service that are used to provide you with an account.
      3. "Incomplete Applications" where you express interest in our services over the course of an account application, to follow up to market our account and similar services or request information about why you did not complete your registration.
    2. Our use of your personal data shall be in compliance with our Privacy and Cookies Policy.
    3. You can opt-out of Marketing by unticking the relevant box situated within your account's contact preferences, unsubscribing in the electronic communication, or Contact Us and request this.
    4. We may need to contact you with essential Account Updates regardless of your Marketing preferences.
    5. You can opt-out of Incomplete Application messages by unsubscribing in the electronic communication, or Contact Us and request this.
  8. THIRD PARTY WEBSITES

    1. We have no control over the content of any website to which a link from the Website exists (unless we are the provider or operator of those linked websites). Subject to paragraph 4.1 above, we shall have no liability for the content of those linked websites. Those websites are provided "as is" with no express or implied warranty for their content. By providing a link to those websites, we do not provide any endorsement or recommendation of those websites, their content or their operators or owners.
    2. Unless we provide our written consent for you to do so, you shall not frame the Website onto your own or another person's website.
    3. We hereby grant to you a royalty-free, non-exclusive, revocable licence to provide a link from your website to the homepage of the Website; however, you must do so in a legal and fair way without damaging our reputation or taking advantage of it, and:
      1. you shall not establish a link to the Website on any website that is not owned by you;
      2. you shall not say anything that is false, misleading, derogatory or offensive about us or our services;
      3. you shall not make any warranties or representation about us or our services without our prior written consent;
      4. you shall not say or suggest that we have endorsed your website or are associated with it without our prior written consent; and
      5. you may not charge any fee to any third party in order to use such link or to otherwise access the Website and, if you act in breach of this paragraph 8.3, you agree that any such fee that you have received shall become immediately payable by you back to such third party. We reserve the right to withdraw this linking permission without notice.
  9. CHANGES TO THE WEBSITE AND THESE TERMS OF USE

    1. We may change or update the Website and its content at any time without notice to you. However, please note that any content on the Website may be out of date at any given time, and we are not under any obligation to update that content.
    2. We may change these Terms of Use at any time without notice to you. If we do change these Terms of Use, we will post the updated Terms of Use on the Website. It is your responsibility to check the Website from time to time to see if there have been any changes to these Terms of Use. Once any updated Terms of Use are posted on the Website, your continued use of the Website will be considered to be your acceptance of those updated Terms of Use.
  10. GENERAL

    1. If any provision of these Terms of Use shall be determined to be illegal, invalid or otherwise unenforceable by reason of the laws of any jurisdiction, then, to the extent that provision is illegal, invalid or otherwise unenforceable, it shall be severed and deleted and deleted, and the remaining provisions of these Terms of Use shall survive, remain in full force and effect and continue to be binding and enforceable.
    2. These Terms of Use and your use of the Website (including, but not limited to, all non-contractual arising out of or in connection with them or it) shall be governed by and construed in accordance with English law. Any dispute or claim arising out of or in connection with these Terms of Use and your use of the Website shall be subject to the exclusive jurisdiction of the English courts, except where, by law, such dispute or claim must be brought in the jurisdiction in which you are domiciled, or where the relevant law contains mandatory provisions that override such exclusive jurisdiction.

PRIVACY AND COOKIES POLICY




  1. PRIVACY & COOKIE POLICY

    1. U is a trading name of Ffrees Family Finance Limited, U ("we", "us" or "our") is committed to protecting and respecting your privacy. We own and operate the Website.
    2. In this Privacy and Cookies Policy, references to "you" are to any person who submits data to us or the Website about him/herself or about any living individual in relation to use of the Website or the services that are available through the Website (the "Services"). When you use the Website or aspects of it, we may ask you to provide us with information about you. This Privacy and Cookies Policy sets out how we might use that information.
    3. This Privacy and Cookies Policy (together with our Terms of Use, Customer Terms and Conditions and any other documents referred to in it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be processed by us. Please read the following carefully to understand our views and practices regarding your personal data and how we will treat it.
    4. We will only use your personal data in the manner set out in this Privacy and Cookies Policy. We will only use your personal data in a way that is fair to you. We will only collect personal data where it is necessary for us to do so and where it is relevant to our dealings with you. We will only keep your personal data for as long as it is relevant to the purpose for which it was collect or for as long as we are required to keep it by law.
    5. For the purpose of the Data Protection Act 1998 (the "Act"), the data controller is Ffrees Family Finance Limited, which has a registered company number of 7516554 and registered office at Electric Works, Sheffield Digital Campus, Sheffield, S1 2BJ.
    6. Companies from which you buy through U and our partners in supplying services to you, including Wirecard Card Solutions Ltd., may have their own Privacy Policies which you should read.
  2. INFORMATION WE MAY COLLECT FROM YOU

    1. We may collect and process the following data about you:
      1. Your title, name, date of birth, gender, address, email address, telephone numbers, username, password, memorable number for security purposes and such other details as we require. This includes information provided at the time of registering to use the Website.
    2. Information that you provide by filling in forms on the Website. This includes information provided at the time of subscribing to the Services, requesting further services, or expressing interest in our services over the course of beginning an account application. We may also ask you for information when you report a problem with the Website.
    3. If you contact us, we may keep a record of that correspondence.
    4. We may also ask you to complete surveys that we use for research purposes, although you do not have to respond to them.
    5. Details of your visits to the Website, including, but not limited to, traffic data, weblogs and other communication data, and the resources that you access.
    6. Your social media account details, if you chose to join or become affiliated with any social media resources, accounts or pages which we administer.
    7. You should only submit to us or the Website information which is accurate and not misleading. You should keep that information up-to-date and let us know if any of that information changes by Contacting Us. By submitting your or anyone else's data to us or the Website, you must ensure that you have full authority and consent to supply us with that data on their behalf and you warrant to us that you have that authority.
  3. IP ADDRESSES

    1. We may collect information about your computer, including where available your IP address, operating system and browser type, for system administration and to report aggregate information to our partners. This is statistical data about our users' browsing actions and patterns, and does not identify any individual.
  4. COOKIES

    1. What Are Cookies?
      1. Cookies are text files, containing small amounts of information, which are downloaded to your browsing device (e.g. computer or smartphone) when you visit a website. Cookies can be recognised by the website that downloaded them — or other websites that use the same cookies. This helps websites know if the browsing device has visited them before.
      2. Third party marketing partners may set cookies before you reach our site. If you wish to prevent these types of cookies, you may do so through your device's browser security settings.
      3. You can obtain further information about cookies from www.aboutcookies.org or www.allaboutcookies.org. Please note, however, that those sites are operated by third parties and we accept no responsibility for the content or accuracy of these websites.
    2. What are cookies used for?
      1. Cookies help us provide you with better websites, by enabling us to monitor which pages you find useful and which you do not, provide specially tailored information from our website, and to track the effectiveness of online advertising. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
      2. To provide you with specially tailored information from our website and to track the effectiveness of online advertising, we use both Session, Persistent, and Third Party cookies.
        1. Session Cookies enable the website to keep track of your movement from page to page so you are not asked for the same information you've already given to the site. For example, when you have logged-in to your Account. Session cookies will only stay on your device until you stop browsing.
        2. Persistent cookies help websites remember your information and settings when you visit them in the future. For example, when you have dismissed the cookie notice banner. Persistent Cookies are stay on your browsing device after you have finished browsing until they expire or are deleted.
        3. Third Party Cookies: Third party service providers may set their own cookies on your device. We do not control these cookies and you should check the service provider's website for further details about how they use cookies.
      3. If you delete cookies relating to this website we will not remember things about you, including your cookie preferences, and you will be treated as a first-time visitor the next time you visit the site.
      4. Types of cookies we use:
        Type Purpose
        Strictly Necessary Cookies These cookies are essential to make our website work. They enable you to move around the website and use its features. Without these cookies, services that are necessary for you to be able to use our site such as accessing secure areas cannot be provided.
        Analytics Cookies

        These cookies collect information about how people are using our website, for example which pages are visited the most often, how people are moving from one link to another and if they get error messages from certain pages.

        These cookies provide us with anonymised analytical information about how our website is performing.

        Functionality Cookies These cookies allow us to remember choices you make and tailor our site to provide enhanced features and content to you. For example, these cookies can be used to remember your username.
        Advertising Cookies

        These cookies are used to deliver advertisements that are more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as help measure the effectiveness of the advertising campaign.

        They remember that you have visited a website and this information may be shared with other organisations such as advertising partners. This means after you have been to our site you may see some advertisements about our services elsewhere on the Internet.

        Social Media Cookies In order to enhance your internet experience and to make the sharing of content easier, some of the pages on our website may contain tools or applications that are linked to third party social media service providers such as Facebook, YouTube or Twitter.
        Survey Cookies We select some users to take part in surveys to monitor our performance and gain feedback. We use third parties to do this, if you take part, the third party will save cookies to your computer to track your progress through surveys.
        Live Chat Cookies We use third party to provide a live chat facility to help you with problems you might have with our website or service. This facility is set to remember information you've entered during a web chat.
        Multivariate Testing Cookies We sometimes test different versions of webpages with different users to see which work better. A third party, or we, will save a cookie so that you consistently see the same version of the website when browsing.
        1. If you would like a full list of each specific cookie, its name, purpose and type, please Contact Us.
  5. WHERE WE STORE YOUR PERSONAL DATA

    1. All information you provide to us is stored on our secure servers. We use industry standard security systems and firewalls on our servers. Where we have given you (or where you have chosen) a password which enables you to access certain parts of the Website, you are responsible for keeping that password confidential. We ask you not to share your password with anyone.
    2. We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of your information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.
    3. Unfortunately, the transmission of information via the Internet is not completely secure. Although we will do our best to protect your personal data, we cannot guarantee the security of your data transmitted to the Website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
  6. USES MADE OF THE INFORMATION

    1. We use information held about you in the following ways:
      1. To ensure that content from the Website is presented in the most effective manner for you and for your computer.
      2. To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes; we also use information we hold about you to make sure that we do not contact you for such purposes if you have opted-out.
      3. To manage the Website, detect fraud or Website abuses, send you information relevant to the Website and in case we have any queries.
      4. To carry out our obligations arising from any contracts entered into between you and us.
      5. To allow you to participate in interactive features of our service, when you choose to do so.
      6. To notify you about changes to the Services.
      7. To allow you to register for an account on the Website, which may include sending an email to you to confirm your details.
      8. To give you a new password if you have forgotten it.
      9. To allow you to register interest for an account on the Website, this may include sending an email to you to follow up with an incomplete application.
    2. We also need to use your contact details and other information for any aspect of the Website (including, without limitation, providing customer support, preventing or investigating prohibited activity, enforcing the Terms of Use and verifying information).
    3. We may also use your data, or permit selected third parties to use your data, to provide you with information about products and services which may be of interest to you (and we or they may contact you about these by email, post or telephone) and to keep our and/or their databases up to date; if you have opted not to receive such information, we use your data to ensure that you are not contacted by us or those third parties. We may pass your details to our agents and subcontractors to help us with any of our uses of your data set out in this Privacy and Cookies Policy. For example, we may use third parties to provide us with marketing or customer service assistance.
    4. We will only contact you by electronic means (e-mail or SMS) with information about products and services similar to those which we already provide to you.
    5. If you do not want us to use your data in this way, or to pass your details on to third parties for marketing purposes, please untick the relevant box situated within your account's contact preferences, unsubscribe in the electronic communication, or Contact Us and request this.
    6. Except as set out in this Privacy Policy, we do not disclose information about identifiable individuals to our partners, but we may provide them with aggregate information about our users (for example, we may inform them that 500 men aged under 30 have clicked on their link on any given day). We may also use such aggregate information to help partners reach the kind of audience they want to target (for example, women in SW1). We may make use of the personal data we have collected from you to enable us to comply with our partners' wishes by displaying their link to that target audience.
    7. We may transfer our databases containing your personal information if we sell our business or part of it to an actual or potential purchaser.
    8. We may also disclose your details as described elsewhere in this Privacy and Cookies Policy.
    9. Other than as set out in this Privacy and Cookies Policy, we shall NOT sell or disclose your personal data to third parties without obtaining your prior consent unless this is necessary for the purposes set out in this Privacy and Cookies Policy or unless we are required to do so by law.
  7. YOUR RIGHTS

    1. You have the right to ask us not to process your personal data for marketing purposes. We will usually inform you (before collecting your data) if we intend to use your data for such purposes or if we intend to disclose your information to any third party for such purposes. You can exercise the right to prevent such processing at any time by unticking the relevant box situated within your account's contact preferences, unsubscribing in the electronic communication, or Contact Us and request this.
    2. The Website may, from time to time, contain links to and from the websites of our partner networks and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.
  8. ACCESS TO INFORMATION

    1. The Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with details of the information we hold about you.
  9. CONSENT

    1. By submitting data to us and using the Website, you consent to our use of your data and of anyone you represent in the manner set out in this Privacy and Cookies Policy (as amended from time to time, as described below) and you are responsible for ensuring that you have authority to consent on behalf of anyone about whom you submit data to us.
    2. You also consent to us (or third party partners working through the Website) placing cookies on your hard drive. You can turn these off if you want, through the settings on your browser. See the "Cookies" section above.
    3. Please note that you can revoke any consent you have given us under this policy at any time by contacting us at Contact Us , and referencing this Privacy and Cookies Policy in the email subject line, using the body of the email to say what consent you are revoking.
  10. CHANGES TO OUR PRIVACY POLICY

    1. Any changes we may make to this Privacy and Cookies Policy in the future will be posted on the Website and, where appropriate, notified to you by e-mail. Each time you enter the Website, you agree that the Privacy and Cookies Policy current at that time shall apply to all information held by you.

MAKING A COMPLAINT





COMPLAINTS PROCEDURE

Learning from our customers is a fundamental part of U and how we strive to improve as a business.

We try to do things right 100% of the time but sometimes things can go wrong. If we fall short of your expectations, we want to hear from you so we can put it right.

Getting in Touch
  • Secure Message: Log in to your Account and click 'Contact Us' to send us a secure message.
  • Live Chat: Log in to your U Account and click 'Contact Us'. Use the chat window to message us. Live chat is available between 9am and 5pm, Monday to Friday (excluding public holidays).
  • Post: Unbanking Team, FFFL, 3 Concourse Way, Sheffield S1 2BJ

If you don't have access to your U Account, or you're not a U account holder, please visit www.Uaccount.Uk/contact-us.

Resolving Your Complaints

If we're unable to resolve things within two working days, we'll record your concern as a formal complaint, following our internal complaints procedure. It'll be dealt with as follows:

  • We'll issue an acknowledgement within five working days from the day we received the complaint (if we can't completely resolve it in that time).
  • We'll use all the information available to us to investigate and resolve your complaint. We may need to contact you for further information as part of this process.

A full and final response will be issued within eight weeks from the date we first received your complaint, setting out our understanding of your concerns and our proposed resolution.

If we're unable to issue our full and final response within eight weeks, we will write to you to update you on the progress of your complaint and the expected resolution date.

If you're still unhappy

We're committed to ensuring all complaints are fairly addressed. But if you're unhappy with the outcome of our full and final response, or if eight weeks have passed and we've been unable to respond, you have the following options:

Option One: Contact US Again

If you feel you have additional information to support your complaint, please let us know as we would welcome the opportunity to resolve things in full

Option Two: Refer the complaint to the Financial Ombudsman Service (FOS)

You may choose to refer your complaint to the Financial Ombudsman Service for an impartial review. You need to do this within six months of our final response. You can contact the Financial Ombudsman Service in any of the following ways:

Post:
Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

Email: [email protected]

Website: www.financial-ombudsman.org.uk