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.
    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 15.2;
      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" 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.
  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 12.1, 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 Notice 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 U 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 Ffrees 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 FCA 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 12.1, 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 12.1, 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. 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.
  12. 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 12.1:
      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.
  13. 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 U Account for a period we determine from time to time
    2. Event Outside Our Control: We may terminate your registration with us in accordance with Clause 15.2
    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, 12, 13.4, 15 and 17 shall survive termination of the registration with us for any reason.
  14. 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 14.1; 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
  15. EVENTS OUTSIDE OUR CONTROL

    1. No liability: Subject to Clause 12.1, 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 13. 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.
  16. 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.
  17. DATA PROTECTION

    1. Please see our Privacy Notice and Website Terms of Use which forms part of these Customer Terms.
  18. 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 U 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 Ltd. 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 in to 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 prepaid Mastercard® 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.
    8. Protecting your privacy is very important to us. Please review our Privacy Notice to understand our commitment to maintaining your privacy. It also contains important information on the personal data we collect about you, how we process your personal data and who your personal data might be shared with.
    9. Your agreement with us includes these terms and conditions and our Privacy Notice.
  2. Definitions

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

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

    ATM – Automatic teller machine, cashpoint facility or cash dispenser

    Card – The U prepaid Mastercard debit card (including any replacement card)

    Card payment – A payment using your U Card, including withdrawal of cash from ATMs; funds are immediately sent from your U Account

    Card scheme – Mastercard

    Chargeback – A request following a disputed transaction whereby U makes a request to a merchant for a debited transaction to be credited to your U Account

    Continuous Payment Authority or Recurring payment – When you have given a company permission to regularly take money from your card; the company can request payment from your card whenever it is deemed that you owe them money

    Cut-off time – The latest time at which a payment can be paid in to your U Account or can leave your U Account

    Direct debit – An instruction from you to U, authorising the organisation that you want to pay to collect varying amounts from your account – but only if you've been given advance notice of the amounts and dates of collection

    Disputed transaction – A transaction in your U Account that you believe to be invalid and dispute

    E-money – Electronic money: 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 – A sub-account within your U Account. Each Extra Account has its own unique account number and payment facilities as does your main account. When you open a U Account you will automatically have a cashback Extra Account set up. 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

    Issuer – Wirecard Card Solutions Ltd.

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

    Payee/Recipient – 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 – Personal identification number, i.e. the security number provided for use with the card

    Points account/Additional points account – An Extra Account on your U Account that 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

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

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

    Supplier’s bank or Merchant acquirer – the organisation used by the supplier for the purposes of receiving payments arising from transactions

    Transfer/Payment – A payment to or from your U Account or U Extra Account(s). A transfer can be a one-off payment or a 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 in to your U Account include Faster Payments in, BACs payments in, transfers in from another U Account or Extra Account or cash payment in

    U Account – This is your e-money account as a whole which includes the main account you were issued with when applying for 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

    U Points – 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

    Verification of identity – The confirmation of your personal identity and address through electronic verification of your details or by you providing identity documentation

    Website – The website, www.uaccount.uk, operated by Ffrees Family Finance Ltd. trading as U

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

    Working day – A day between and including Monday to Friday, between 9am and 5pm (UK time) and Saturdays between 9am and 4pm (UK time) except for bank or public holidays in England and Wales

    Year – The 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 – The 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 account.
    2. U will set up a U Points Extra Account for you on account setup. 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 its 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 main account. Any funds transferred between your own main account and Extra Accounts will not contribute to the overall limits on your U Account.
    8. Your main account and Extra Accounts are classified as 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 main 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 main account.
    9. Should any Extra Account be in a negative balance the negative balance will be applied to your main account.
    10. Any transaction fees will be charged from the account where the transaction originated. You must ensure that you have sufficient funds in the account from which the transaction is taking place 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 in to your U Account in ways set out at www.uaccount.uk; once logged in to 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 is 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 frequencies, 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 on 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 in to 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 in to 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 main account or Extra Account to cover a payment leaving that 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 main account and Extra 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 to make 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 in to 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: the security of your account, card, card number or PIN; the suspected unauthorised or fraudulent use of your account, card or PIN; or at our discretion if you abuse our staff in any way. 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.
    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 in to 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 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 in to 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 will not be able to 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 setting up a direct debit 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 causing it to be the case 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 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 day before the payment is due to be taken. To cancel a direct debit you should contact us in ways set out at www.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 your card to make a transaction or a number of transactions (may be referred to as a continuous payment authority), 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 a person or organisation.
    2. You cannot stop a transaction after it has been transmitted to us by you 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 working 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, or 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 that 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.
    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 at any time of 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 in to 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 the 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 in to 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 in to 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 in to 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 in to 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 in 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 in to your U Account to cover the negative balance.
    10. If a payment in to your U Account is automatically recalled as a duplicate transaction or a transaction sent in error, the payment will be debited from your U Account. Should a recall of funds mean that your account is in negative balance it is your responsibility to ensure that funds are paid in to your U Account immediately to cover the negative balance.
    11. In cases where there is a negative balance on your U Account where you have not paid in to 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 main account to cover any negative balances that may be in your main account or your Extra Accounts.
    13. We are not responsible for any missed payment(s) from your main account 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 conditions 12.2 or 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 after your account has been closed under conditions 14 or 15 in this agreement. We will transfer any redeemed funds into a bank account that is in your name. We may request proof from you of the account name.
    2. 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 in to 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; or
        2. 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; and
        3. If we ask you to do so, you must also write to us (to Ffrees Family Finance Ltd. trading as U, Electric Works, Sheffield Digital Campus, Sheffield, South Yorkshire, S1 2BJ), within seven days to confirm the loss, theft or possible misuse and stop using the card, card number or PIN immediately. If you find the card after you have reported it as 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, in which case, 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 £35 resulting from transfers out of your account made by Faster Payments arising from unauthorised access to your account. The £35 liability limit is applicable to each instance of loss, theft or misappropriation and not each transaction.
    4. 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.
    5. 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.
    6. We will not be liable for the way in which you are told about any refusal or delay.
    7. In case of errors or disputes about transactions, contact us in ways described on 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. 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 be 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 on 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 on which you receive confirmation of your application being approved by contacting us in ways described on our website. You will not be charged for closing your account and cancelling your card during this period. We will refund to you any balance remaining on the card 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 for 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 will 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;
      4. If you fail to pay fees or charges that you have incurred or fail to pay back any negative balance on your card; or
      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; or
      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 on our website, subject to conditions 13 and 16.
    6. Once the termination of your account commences, all payment mandates out of your account will be cancelled. Any payments in to your account will be returned to the 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 alternative arrangements for payments in to 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 our Privacy Notice
    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 to this information. 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 our rights or obligations under this agreement. You may not transfer any of your rights or obligations under this agreement.
    6. We can delay enforcing our 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 any transaction you make is credited to the supplier’s bank, or that returned funds following redemption or cancellation are credited to your bank within the following 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 day following the day on which the transaction or order is received
      Any other transaction By the end of the day following the day on which the transaction order is received
    3. If you make a payment directly from your account to another person within the EEA and it arrives later than it should have, you can ask us to contact the receiving bank to ask that they treat the payment as if it was made on time.
    4. In the unlikely event that you spend on your card without knowing the exact amount at the time of authorising the payment (for example, at a hotel), we won’t knowingly block any additional funds in your account beyond the amount requested from the merchant. As soon as we can confirm the exact amount you need to pay, we’ll release any additional blocked funds straight away.
    5. If you use your card or provide your card details to a supplier to make a transaction before you know the amount that is going to be charged to your card, then you may be entitled to request a refund if the amount is greater than expected, provided that you tell us within eight weeks of the date the transaction is deducted from your balance. 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.
    6. On receipt of such a request under condition 19.5, we may require you to provide us with information to ascertain whether the conditions in condition 19.5 have been met. Within 10 days of receiving a request from you under condition 19.5 or on receiving any additional information required under this paragraph, we will provide a refund or justify why we are refusing the request.
    7. 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.
    8. When a supplier initiates a transaction it is the supplier’s bank that 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 that has failed or has been incorrectly executed, we will be responsible to you.
    9. 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.
    10. We are not liable if you make a payment to the wrong recipient. In such a case, we will make reasonable efforts to recover the funds involved. If you let us know of a payment you’ve paid to the wrong person by mistake over 13 months later, we’ll do our best to trace the payment, but we may charge you a reasonable fee to do this.
  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 on 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. Email: [email protected].
  21. SUMMARY BOX

  22. 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 direct debit FREE
    Pay in to your account (all payments in to your U Account – excluding PayPoint payments) FREE
    Paying in to 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 U Account e.g. payments out using direct debits, standing orders, standard payments & ATM withdrawals. This excludes payments to another U 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 U 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 that apply to your account.

TERMS OF USE

These Terms of Use apply to www.uaccount.uk (the “Website”) and which is owned and operated by Ffrees Family Finance Limited, trading as U (“we”, “us” or “our”). By using the Website you are deemed to have agreed to these Terms of Use, therefore if you do not wish to be bound by the Terms of Use, you should not access or use the Website.

Using the website

Whilst we try to make sure our Website is available 24 hours a day, sometimes we may have to carry out maintenance, or updates, which make the Website unavailable for a short period of time. We will not be liable for any period of unavailability. Wherever possible, we will let you know of any planned maintenance in advance.

We may restrict access to the Website at any time for any reason without notice.

If you submit any information to the Website, you must read our Privacy Notice which explains how we handle your personal details.

We make no guarantees that the Website will be secure or free from bugs or viruses. You must not knowingly introduce any viruses, Trojans or any other material, code or programs which are malicious or technologically harmful, or intended to damage or interfere with the Website or any other system or information.

You must not use our Website in any way which is fraudulent, criminal or unlawful.

Website Content

We reserve the right to change or update any content on the Website. We will always try to ensure that all the information included on the Website is correct and up to date. However, we have no obligation to inform you of any content which is incorrect, out of date, irrelevant or incomplete.

The content on the Website is provided for general information only and does not constitute advice in any form, nor is it an invitation to subscribe to any of our products or services; instead it is designed to tell you more about us and the services we offer.

We are the owner or licensee of all intellectual property rights to the Website, including its content, unless otherwise stated. This includes, but is not limited to, copyright, registered and unregistered trademarks and database rights. The trademarks that we own include, but are not limited to, Ffrees, Unbank, and the orange ‘U’ logo.

You may copy or download any part of the Website for your personal use only and must not change the materials you have copied or downloaded in any way. Any other reproduction of the Website or its content is prohibited without our prior written consent.

Cookies

Cookies are small text files containing information, that your computer or mobile device download when you visit a website. We use cookies on the Website, although you have a choice as to whether to allow the use of some of them. For further information on cookies, please visit the cookie preference centre which you can access in the footer at the bottom of the page.

Third Party Links

We may provide links to other websites not owned or operated by us. We are not responsible for the accuracy or content of these websites or resources. It is your duty to ensure that you comply with any them. We accept no liability for your use of any of the third-party websites we link to.

Linking to the website

You may link to the homepage (www.uaccount.uk) of the Website, however, in doing so you must not:

  • link to the Website from a website that you do not own;
  • create a frame or any other browser or border environment around the Website;
  • imply that we are endorsing your website in any way, or endorsing any products or services other than our own;
  • charge any fee to any third party in order to use such link or to otherwise access the Website;
  • say anything that is false, misleading, derogatory or offensive about us or our services;
  • have any content on your website that is distasteful, offensive or controversial, infringes any intellectual property rights or other rights of any other person or otherwise does not comply with all applicable laws;
  • state that we endorse, are related to, or responsible for any products or services not owned by us;
  • misrepresent your association with us nor present or make available any false or misleading information about us.

Our liability

Your access and use of the Website and the information published on it is at your own risk. We shall not be liable for any claims, losses, demands or damages that you or a third party may incur in connection with using or not being able to use the Website, or any action or decision taken from using the Website.

We accept no liability for changes made to the Website or its content by unauthorised third parties.

However, nothing in these terms shall impact our liability for death or personal injury caused by our negligence; our fraudulent misrepresentation or any other liability, the extent of which cannot be excluded or limited under applicable law.

Whilst maintaining security controls on our Website, we cannot guarantee the security of communications. Therefore we accept no liability for a breach of security of any communications sent by you to us using the Website, all such communications are at your own risk.

Changes to these Terms of Use

Please check these Terms of Use regularly. We can update them at any time without notice.

You’ll agree to any changes if you continue to use the Website after the Terms of Use have been updated.

Governing law

These Terms of Use are ruled by and interpreted under English law. Both we and you will resolve any disputes in connection with these Terms in the English courts.

Privacy Notice

Who we are

When we say ‘we’, we mean Ffrees Family Finance Limited (trading as U) registered in England and Wales under company number 07516554 and with registered office at Electric Works, Sheffield Digital Campus, Sheffield, S1 2BJ. For the purposes of the General Data Protection Regulation (‘GDPR’), we are the ‘data controller’ of the personal data that we collect about you and we are registered with the Information Commissioner's Office (Registration Number: Z3558041). This means we’re responsible for, and control the processing of, the personal information we collect about you.

Our Approach to Privacy

We understand how important it is to protect your privacy and we want to make sure that you have trust and confidence in the way we deal with your personal information.

We’ll always ensure that your personal information is kept accurate and processed lawfully, fairly and in a transparent and secure manner. We’ll only collect your personal information for the reasons we’ve outlined in this Privacy Notice and we’ll make sure that we don’t process it in any way that’s not described below.

The information we collect

We collect and process your personal information when you:

  • apply for a U Account;
  • use our website or our mobile app;
  • use your U Account or your U Account card;
  • contact us through our website (including Live Chat), mobile app, social media, email, or by telephone or letter;
  • participate in any surveys or research, competitions or promotions we run.

We collect information about how you use our website and mobile app using cookies, including Google Analytics. A cookie is a small text file that's stored on your computer, smartphone, tablet, or other device when you visit a website or use an app. For further information on cookies and the types we use, including how you can turn these off, you can visit our cookie preference centre, which you can access in the footer at the bottom of the page.

The information we collect about you includes:

  • personal information such as your full name, date of birth and address. We need these to verify your identity;
  • contact information including your email address and telephone number. We use these to set up your account and contact you;
  • transactional information about payments to and from your U Account. We use this to manage your account;
  • technical information such as your IP address or the make and model of your mobile phone. This is collected for security and audit purposes and to make sure we can support the device you use;
  • any preferences you've chosen regarding communications or cookies. We collect these so we know how you would like to be contacted and what we can talk to you about;
  • identity document information such as passport or driving licence. We only collect this where necessary to set up your account.

Why we collect your personal information and how we use it

We use the information we collect about you to:

  • set up and operate your account. This allows us to make sure we follow our legal and regulatory obligations;
  • ensure we provide you with adequate security measures, including being able to meet our legal requirements in verifying your identity. This helps protect us both;
  • improve our products and services, so that we can continue to develop products that meet the needs of our customers;
  • send you information (if you agree) about any product updates, promotions, surveys or competitions. You can decide what information we send you and how by logging in to your U Account and accessing your preference centre. Here you can choose the types of communication you want to receive from us;
  • communicate with you about your account and provide important updates and notifications. You can’t opt out of certain important communications, but you can find more information on these in your preference centre.

We will not collect any personal information from you that we do not need.

Automated processing of your information

When you apply for a U Account, we undertake automated checks with third parties to help us make a decision about your application. We receive information from credit and fraud prevention agencies to help us verify your identity. Credit reference agencies (CRAs) may check the details that you supply against any particular database (public or otherwise) to which they have access. They will make an unrecorded enquiry, which is a search that was not made for lending purposes. It is not seen by lenders other than the one that carried out the search, but is included on your credit report so that you know the search was made. It does not affect your credit rating, or score, when you apply for credit.

Lawful bases for processing

For processing personal information subject to the GDPR, we rely on the following legal bases:

  • your consent;
  • to perform a contract with you;
  • where we must comply with the law;
  • where we have identified a legitimate interest.

Where we rely on your consent to process your personal information, you can change your mind and withdraw your consent at any time. You can do this in the preference centre for certain types of communications we send you, or you can contact us in the ways set out here. However, we may not be able to continue to provide you with your U Account if this is the case.

Our contract with you is formed once you accept our U Account and Card Terms and Conditions and our Customer Terms and Conditions and we accept your application.

A legitimate interest is when we have a business or commercial reason to use your information. We will balance this against respecting your privacy.

Lawful bases for processing Examples of our activities
Your consent
  • Sending you marketing and product communications which you have agreed to
  • Fulfilling a request by you to share your personal information with a third party
To perform a contract we have with you
  • Processing your personal information, including taking steps to enter into a contract with you
  • Sending you necessary operational communications
  • Keeping our records up-to-date
  • To exercise our rights set out in the agreement(s) we have with you
To comply with the law
  • Disclosing information to comply with legal and regulatory requirements
  • Performing identity verification checks
  • Complying with a Subject Access Request
  • Monitoring the security of your account
  • Preventing, detecting and reporting criminal activity
We have identified a legitimate interest
  • Administering and managing your account
  • Keeping records of the communications we have with you
  • Performing research and product analysis and development
  • To operate our business in an efficient and effective manner

Who we share your information with

We will share your personal information with:

  • service providers and other partners which facilitate key features of your U Account to work;
  • payment systems, such as Mastercard®, who may also transfer your personal data to others; where it is necessary to operate your account such as to process transactions or resolve disputes. This may include sending your personal data overseas;
  • anyone you have authorised us to share your information with.

We may also share your information, when necessary with:

  • credit reference agencies to conduct identity checks. More information about the CRAs is available on their respective websites which can be found here: Experian; Equifax; Call Credit
  • fraud prevention agencies to help prevent and detect fraud;
  • debt collection agencies to collect any money you owe us;
  • any person to whom we transfer any of our rights or obligations under any agreement we may have with you;
  • another payment service provider when necessary in trying to trace a payment paid to the wrong person;
  • a third party where we have a legal obligation to do so;
  • government bodies and agencies in the UK and with regulators such as the Financial Conduct Authority and the Information Commissioner’s Office;
  • law enforcement agencies or courts, to comply with legal requirements, and for the administration of justice;
  • public bodies in an emergency or to otherwise protect your vital interests.

Transferring your information overseas

We may need to transfer your personal information to countries overseas, outside of the European Economic Area (EEA). Any transfer of your data to a country which does not have the same level of data protection laws as the EEA will be subject to a European Commission-approved contract that will safeguard your privacy rights and give you remedies in the unlikely event of a security breach.

Keeping your information safe and secure

We take the security of your personal information very seriously. We have technical controls as well as policies and procedures in place to make sure that your information can only be accessed by those who need to see it. We also ensure that all personal information is processed and stored in a secure and confidential manner. We keep all our systems and controls under regular review.

How long we'll keep your information

We’ll keep your information for as long as your U Account remains open. If your account is closed or cancelled, we’ll keep your personal information for as long as is required to meet our legal and regulatory obligations. We will not keep your personal information for longer than is necessary.

Your rights

You have certain rights over your personal information, which we’ve detailed below.

Your right to access the information we hold on you

You can contact us at any point to request the information we hold on you, as well as to enquire why we have that information, who has access to the information and where we got the information. Once we have received your request we will provide this information to you within one month. This information is available free of charge, except in exceptional circumstances.

Your right to rectification

If the information we hold on you is out of date, incomplete or incorrect, you can contact us and we will correct any inaccuracies.

Your right to erasure

You can request to have the personal information we hold about you deleted. However you should be aware that we are required to retain many records for legal reasons, even after your account is closed. You can contact us at any point to make this request.

Your right to restriction

There are some circumstances where you can ask us to stop processing your personal information. Upon receiving your request, we will contact you to tell you if we are able to comply or if we have legitimate grounds to continue.

Your right to portability

You have the right to request that the personal information we hold about you be provided to another company in an electronic format, safely and securely.

Your right to object

Depending on the lawful basis for which we are processing your personal information, you may be entitled to object. For example, where we’re using your information for direct marketing, we will stop if you object.

Your rights in relation to automated decision making

You have the right to object to any decisions based on the automated processing of your personal data, including profiling.

Contact us

If you have any questions about this Privacy Notice, you can contact us through any of the ways mentioned here. Alternatively, you can contact our Data Protection Officer directly at [email protected].

If you wish to make a complaint on how we have handled your personal data, you can contact us as outlined in our Complaints Procedure.

If you are not satisfied with our response to your complaint, or believe we are processing your personal information in a way which contravenes data protection laws, you can contact the Information Commissioner’s Office at https://www.ico.org.uk/.

This Privacy Notice was last updated in May 2018.

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 immediately, 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 three 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 15 days from the day after we first received your complaint, setting out our understanding of your concerns and our proposed resolution.

In exceptional circumstances (such as reasons beyond our control) we may take a little longer to resolve your complaint. We'll let you know whether this is the case within 15 days following the day we received your complaint. In these situations, we'll issue a final response to you no later than 35 days from the day after we first received your complaint. 

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 15 days have passed and we've been unable to respond (or 35 days in exceptional circumstances), 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