Let s get started with your Ffrees Account

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1 Let s get started with your Ffrees Account Now that your Ffrees Card has arrived, this handy guide will give you any information you need to get started with your brand new Ffrees Account.

2 Step 1 Activate your Ffrees Card & retrieve your PIN Option 1: Online 1. Log into your Ffrees Account by visiting and clicking Log In at the top right of the screen. 2. Click the Account Management tile on your Ffrees Account home screen. You ll be taken to your Account Management screen. Click on the My Cards tab at the top. 3. You will see your new Ffrees Card listed. Simply click Activate beneath it. 4. You will be asked for an activation code. This will be sent to you straight away to the address you used to apply. Pop that code in the box and you re activated and ready to go! 5. You can then retrieve your PIN by clicking the Retrieve PIN button beneath your Ffrees Card. You ll need your Ffrees Card number, your CVV2 number (the last three digits on the white signature strip of your card), and your Personal ID. Your Personal ID was ed to you when your Ffrees Account was opened. 2

3 Option 2: Phone 1. Give us a call on Select option 2 and, when asked, key in the 16 digit card number using your phone keypad. Your card number is on the front of your Ffrees Card. 3. Then provide your date of birth. 4. Enter your CVV2 number (the last three digits on the white signature strip of your card). And that s all there is to it! 5. Your PIN will then be read out to you. Once you ve been given this, your Ffrees Card will be active. 6. If you decide you want to change your PIN to something more memorable, you can do this at any ATM featuring a Visa logo. Don t let important service updates get spammed To stop any important Ffrees service s from being spammed, we recommend that you add and to your contacts list. is our main way of talking to you, so it s a good idea to make sure you don t miss any important notices or service updates. It s also worth checking your spam box for any service s you can t find. 1 Calls to 03 numbers cost the same as an 01 or 02 number and are included in your inclusive minutes in the same way. Calls outside of inclusive minutes are charged at standard network rates. Customer Services is available Monday to Friday, 8am to 8pm and Saturday, 8am to 4pm (excluding public holidays). 3

4 Step 2 Pay into your Ffrees Account There are three easy ways to pay money into your Ffrees Account to spend or save in Jam Jars. Get your wages, salary or benefits paid in direct Free This is completely free and means you don t have to lift a finger yourself once it s set up! 1. Account Number: This can be found on your Ffrees Card, beneath your name. Simply share the following details with your employer or whoever pays you any income. 2. Your Full Name as it appears on your Ffrees Account. 3. Bank Name: Natwest 1, Exchange Buildings, High Street, Skipton, BD23 1JL. 4. Sort Code: This is the same for all Ffrees Account Holders. Pay in with an online bank transfer Free 1 Please be aware, this does not mean you can You can pay into your Ffrees Account with an online bank transfer or standing order. Piece of cake, and it s completely free to do. Just log into your other account or bank and set up an online payment using the same details as above. 4 make cash deposits or contact us through Natwest. You can only make cash payments using a PayPoint retailer.

5 Pay in with cash at PayPoint Small fee applies If you want to pay into your Ffrees Account with cash, you can do this at any one of over 27,000 PayPoint outlets in the UK. All you need to do is take your Ffrees Card and cash to any PayPoint outlet, and they ll do the rest for you there and then! You can pay in between 10 and 249 in one go, and the money will be available to spend in 15 minutes. Important: Please be aware a fee between 2.5% and 4% applies to PayPoint pay-ins. This amount depends on which Ffrees Account you have. See page 10 of this user guide for more information. Pay in with another debit card Small fee applies If you d like to pay money in your Ffrees Account from an existing bank account, you can use a debit card 2. All you need to do is log into your Ffrees Account, select Pay In and then choose Debit Card. Share your debit card details and our secure site will make the payment for you! 3 2 The debit card used should be registered to you and at the same address you have used when applying for your Ffrees Account. 3 Please be aware a 50p fee applies each time you pay in with a debit card. 5

6 Buying things or making payments Use your Ffrees Card in-store Once your Ffrees Card is active and any outlets that accept Visa as your Ffrees Account has money in a form of payment. Look out for it, you can use your Ffrees Card at the logo. Set up standing orders or make payments Want to pay a regular bill with your Ffrees Account? You can make payments from your Ffrees Account and set up standing orders to make more regular payments. Log into your Ffrees Account and click the Standing Order tile. You can also set up a standing order from one of your Jam Jars (see page 8 for more information on Jam Jars.) Check your balance 6 1 Calls to 03 numbers cost the same as an 01 or 02 number and are included in your inclusive minutes in the same way. Calls outside of inclusive minutes are charged at standard network rates. Customer Services is available Monday to Friday, 8am to 8pm and Saturday, 8am to 4pm (excluding public holidays). You can check your balance at any time by visiting and logging into your Ffrees Account. Click Log In at the top right of the screen and enter your details. You can also give us a quick ring on , any time, and select option 1 to hear your balance.

7 Earn Cashback with ease! Cashback with your Ffrees Card! Take your Ffrees Card down to any of our Ffrees Card retailers your Ffrees Card (in-store or online) and the Cashback is yours! Look for (there s a few of these retailers on the Ffrees Card icon This the left, but there are plenty more on our website). Simply pay with means you must pay with your Ffrees Card to earn Cashback. Cashback online! What happens next? Simply visit Your Cashback is shown as Ffrees and see a list of all our online Points. Once confirmed by the Cashback retailers and services. retailer, your Cashback will be Simply log in, click on the link for automatically transferred into a each offer, make your purchase as Cashback Jam Jar for you. normal, and you re done! Keep your eyes out for the Online You will need to use the Ffrees Claim Form for a couple of our retailers, please visit shop for more information. Please remember to check the terms and conditions of each offer before making a purchase! icon. It s really important that you click on the link for online offers, we can t track your purchase if you don t. What s a Ffrees Point? 1 Ffrees Point = 1. It s easy to work out and makes more sense that way. 7

8 Ffrees Money Manager & Jam Jars Above all else, we want to help our customers save money easily, keep on top of their finances and avoid debts. Your Ffrees Account comes with your very own handy Money Manager tool, complete with Jam Jars. What s a Ffrees Jam Jar? Just like with the penny jar on the mantelpiece, if you want to put money aside for something (maybe rent or bills, or maybe a special occasion), you can place your money into our digital Jam Jars, safe from accidental spending. You can even set up a standing order from a Jam Jar, so the bill is paid automatically, on time, every time, without any hassle. Do it all online You can have a Jam Jar for whatever purpose you want. Log into your Ffrees Account and click the Money Manager tile to get started. You can also download our special Money Manager User Guide from our website to show you exactly how to make the most of it. 8

9 Save regularly and effortlessly with our 1 a Day feature What if we were all to save just 1 a day? We d hardly notice it leaving our bank accounts at the time, but we d then find ourselves with a nice safety net waiting for us at the end of the month or a hefty savings fund at the end of the year! With just 1 a Day, you can save 30 a month. That s a replacement screen for your mobile after a nasty drop. Or a replacement tyre for your car. Or up to 365 a year! That s a new washing machine or tumble dryer. It could cover unexpected car repairs. Or any other unexpected mishaps that lead to badly timed bills! To try it yourself, log into your Ffrees Account and click on the Save 1 a day tile. 9

10 Ffrees Account Comparison and Fees There are four Ffrees Accounts that we currently offer, each has slightly different fees and benefits. Ffrees Current Account Ffrees Plus Account Ffrees Premium Account Ffrees Diamond Account Monthly Subscription Free Ffrees Points Basic 12% Extra 25% Extra 40% Extra UK ATM Withdrawal Free 2 Pay in with BACs Free Free Free Free Pay in with Internet Banking Free Free Free Free Pay in with Debit Card Pay in with PayPoint 4% 3% 3% 2.5% Additional Cards 5.00 each 1 free 2 free 2 free Foreign Currency Exchange Rates 2.99% 1.99% 1.49% 1% a month dormancy fee applies if you do not use your Ffrees Account for two consecutive months. 2 Fair usage policy of 8 ATM withdrawals per billing cycle applies. It s 0.25 per withdrawal thereafter. 3 Please be aware there are limits for paying into your Ffrees Account using a debit card. Next Day BACs Payments Paper Statements Maximum Limits 5,000 6,000 8,000 10,000 These are the every day fees and benefits of each Ffrees Account. To see a full list of these, please visit

11 Help and Support Ffrees FAQs Visit to see answers to all the most commonly asked questions. Contact Us If you have a question that isn t answered in our FAQs, please contact our Customer Services team by ing or calling us on Customer Services are available Monday - Friday, 8am to 8pm and Saturday, 8am to 4pm (excluding public holidays). How do I find my Personal ID? Your Personal ID was sent to you in an 48 hours after you completed your Ffrees application. If you think you may have not received it, please check your spam folder in your s or contact us on What if I lose my Card? If you lose your Card or suspect it has been stolen, please log into your Account and notify us immediately, or call our lost and stolen card line on +44 (0) This line is available 24 hours a day, 7 days a week. How do I change my PIN? You can change your PIN at most ATMs that display the Visa Acceptance Mark by selecting the Pin Services option on screen. Can I use my Card at an ATM? You can use your Card at any ATM that displays the Visa Acceptance Mark. Please note that there may be a charge for ATM withdrawals. Don t forget to read the Ffrees Account and Card Terms and Conditions on our website. 11

12 Ffrees is the registered trademark of Ffrees Family Finance Ltd. (Company Number: ). Ffrees is not a bank. Ffrees is authorised and regulated by the Financial Conduct Authority as a credit broker (Number: ). Ffrees Accounts are serviced online and by telephone. Ffrees does not offer overdrafts. Your Ffrees Account and Visa Card is issued by Contis Financial Services Ltd., which is authorised by the Financial Conduct Authority to issue e-money (Firm Reference Number: ) and is a member of Visa. Head Office: Navigation House, Belmont Wharf, Skipton, North Yorkshire, BD23 1RL. Registered in England. Company Number: Ffrees Accounts are not covered by the Financial Services Compensation Scheme. Ffrees ensures that any funds received by you are held in a segregated account so that in the unlikely event that Contis Financial Services Ltd. becomes insolvent your funds will be protected against claims made by creditors. 107DGN029C FFUG04

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