Customer Terms and Conditions U Account and Card Terms and Conditions Terms of Use Privacy Notice Complaints Information about the U Account Glossary of Terms

Customer Terms and Conditions

Welcome to our website, uaccount.uk (the "Website").

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 go to uaccount.uk/help/contact.

About us and these customer terms
1. About us: "We", "us" or "our" means U which is a trading name of Shelby Finance Ltd, a company registered in England and Wales under company number 08117620 and with registered office at Kingston House, Centre 27 Business Park, Woodhead Road, Birstall, Batley, West Yorkshire, WF17 9TD.
2. These Customer Terms: These Customer Terms govern the way in which you will be able to use the Website to open and manage your U Account.
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 10.2;
  3. "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. Payment into the account enables you to use your U Card to purchase goods and services.
  4. "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);
  5. "U Account and Card Terms and Conditions" means the terms and conditions put in place by Wirecard.
  6. "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 an Extra Account. 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.
  7. "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.
  8. "You", "Your", "Customer" or "U Customer" means a member of the public that opens a U Account through us
  9. References to "Clause" or "Clauses" are to a clause or clauses of these Customer Terms;
  10. Headings and formatting are for ease of reference only and shall not affect the interpretation or constructions of these Customer Terms;
  11. When we use the words "writing" or "written" , this will include e-mail or secure message;
  12. 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.
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.
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.
Opening a U Account
1. Need to open a U Account: You may browse the Website without opening a U Account but, to access the Services, you must open a U Account through us. To open a U Account, you need to supply us with the information requested at application. See our Privacy Notice for more details about this.
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 to 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.
U Accounts and U Cards
1. Application for a U Account is subject to the separate U Account and Card Terms and Conditions.
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.
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.
3. 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;
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 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 9.2
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.
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 in general access any of the Services.
6. Clauses surviving termination: Clauses 1, 3, 5, 7, 8, 10 and 12 shall survive termination of the registration with us for any reason.
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 11.1; 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
Events Outside Our Control
1. No liability: Subject to Clause 7.1, 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 8. 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.
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. if you would like to make a complaint, our Complaints Procedure can be found here
Data Protection
1. Please see our Privacy Notice and Website Terms of Use which forms part of these Customer Terms.
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 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

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 Shelby Finance Ltd, a subsidiary of Morses Club PLC. The U Card is issued by Wirecard Card Solutions Ltd. Registered Office: 3^rd 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 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.
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

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

Card scheme – Mastercard

Cash withdrawal in foreign currency outside the UK – The customer takes cash out of the customer’s account in foreign currency at a cash machine outside the UK

Cash withdrawal in pounds in the UK – The customer takes cash out of the customer’s account in pounds at a cash machine in the UK

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

Debit card payment in pounds – The customer uses their debit card to make a payment in pounds. This can be in a shop, online or over the phone

Debit card payment in a foreign currency – The customer uses their debit card to make a payment in a foreign currency. This can be in a shop, online, or over the phone

Direct debit – The customer permits someone else (recipient) to instruct the account provider to transfer money from the customer’s account to that recipient. The account provider then transfers money to the recipient on a date or dates agreed by the customer and the recipient. The amount may vary

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 one Extra Account set up. 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

Maintaining the account – The account provider operates the account for use by the customer

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

Refusing a payment due to lack of funds – The account provider refuses a payment from the customer’s account because there is not enough money in it

Sending money within the UK – The account provider transfers money, on the instruction of the customer, from the customer’s account to another account in the UK

Standing order – The account provider makes regular transfers, on the instruction of the customer, of a fixed amount of money from the customer’s account to another account

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 – the organisation used by the supplier for the purposes of receiving payments arising from transactions

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 Extra Account which was set up automatically when you joined U, and any other Extra Accounts you may have set up

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, uaccount.uk, operated by Shelby Finance Ltd trading as U

We/us/our – Wirecard Card Solutions Ltd. or U (a trading name of Shelby Finance Ltd 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
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 an Extra Account for you on account setup.
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 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.
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 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 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 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.
23. Please see the Fee Information Documents in section 21 for the list of fees that U charges.
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 a cash machine 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. cash 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 cash machines. 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 cash 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 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 29^th,30^th or 31^st 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.
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 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 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.
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.
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 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.
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.
Checking your balance
1. To check the available balance on your card or to review your transactions visit uaccount.uk at any time of day, or by any additional channels listed on uaccount.uk.
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 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.
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.
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.
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 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 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 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 (‘U’, Shelby Finance Ltd, 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.
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 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.
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.
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.
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.

Payment services information

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.

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

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.
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.
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.
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.
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.
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.
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.
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.

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].
FEE INFORMATION DOCUMENTS

The fee information documents are available on our website and can be viewed by visiting the links below:

Fee Information Document - £0/month (updated May 2019)
Fee Information Document - £5/month (updated May 2019)
Fee Information Document - £10/month (updated May 2019)

SUMMARY BOX

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
Receiving money within the UK (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
Debit card payment in a foreign currency	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
Sending money within the UK, including direct debits & standing orders, & cash withdrawals within the UK. 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
Cash withdrawal in foreign currency outside the UK	£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 uaccount.uk (the “Website”) and which is owned and operated by Shelby Finance Ltd, 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, 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 (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

Why do we have a Privacy Notice

We are giving you this notice because we want you to feel confident about the privacy and security of your personal information and because we would like to explain how we will use and process it. Shelby Finance Ltd, trading as ‘Dot Dot Loans’ and ‘U’, (“we”, “us”, “our”, “Shelby Finance”) is the controller under applicable data protection laws. Shelby Finance is a subsidiary of Morses Club PLC. Whether you have a U Account, a Dot Dot loan, or both products, we (Shelby Finance) are the controller. We are a single controller which operates our business under two separate brands.

When we refer to "personal information" in this Privacy Notice, we mean information which identifies you as an individual (whether on its own or in connection with other information that we hold about you). For example, your name, address, email address, phone numbers, and perhaps some less obvious details like a list of payments you already make and the IP address relevant to you as a visitor to our Dot Dot Loans and U Account websites or as a user of the U Account mobile app. More details below.

We have a Data Protection Officer who can be contacted by email at [email protected], by telephone on 0330 045 0725 or by post at:

Data Protection Officer

Morses Club PLC

Kingston House

Centre 27 Business Park

Woodhead Road

Birstall

Batley

WF17 9TD

In addition, please refer to the ‘Contact Us’ section (below).

Please read this Privacy Notice carefully.

What does this Privacy Notice cover?

This Privacy Notice applies to how Shelby Finance Ltd deals with your personal information which is collected through our www.dotdotloans.co.uk or our uaccount.uk websites (our “websites”), or the U Account mobile app. We will collect and process personal information about you when you visit the websites or use the U Account mobile app. We process your personal information when you apply for one of our financial products and afterwards (whether your application is successful or not) and when we are otherwise in contact with you (for instance when you call us or email us). It does not apply to any other organisation or to any other organisation’s website even if you access them through our websites or the U Account mobile app. If you disclose your personal information to other companies your information will be dealt with according to their own privacy policies and practices

What personal information do we collect about you, and when do we collect it?

We collect the following personal information about you. Unless we indicate otherwise, these items of personal information are relevant to U Account and Dot Dot Loans customers.

Category of Personal Data:	Collected From:
Your full name and initials*	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your postal address(es)*	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your date of birth*	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your marital status* and your title, e.g. Mr/Mrs/Miss/other title. This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your title e.g. Mr/Mrs/Miss/other title. This can reveal your marital status but we do not expressly ask for details of marital status This is only relevant to U Account – not Dot Dot Loans	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your contact telephone numbers (daytime and evening – this will include mobile telephone numbers and/or fixed line numbers depending on which you choose to give)*	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your email address*	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Your IP Address*	From your use of our Websites (and the U Account mobile app)
For Dot Dot Loans: Your country of location* For U Account: We do not expressly ask for your country of location, but your IP address and the transactional information referred to at the end of this table can reveal this detail	From your use of our Websites (and the U Account mobile app)
The make and model of your mobile phone or other device used to access our Websites or the U Account mobile app / your Device ID This is only relevant to U Account – not Dot Dot Loans	From your use of our U Account Website (and the U Account mobile app)
The amount of time your device spends on our Websites or the U Account mobile app For U Account: This detail is collected by Google Analytics cookies. Please see the U Account ‘Cookie Preferences’ link on our Website.	From your use of our Website (and the U Account mobile app)
Your employment details* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Your salary details (including pay date frequency)* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form
Details of your non-salary income* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Details of your regular or one-off expenses* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Your requested loan amount and term* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us, or from brokers and other providers of financial products
The reason for your loan* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us, or from brokers and other providers of financial products
Details of your payment history for previous or active Shelby Finance products* This is only relevant to Dot Dot Loans - not U Account	Our records of your previous or active products with us
Your credit status and history (including the information set out in Section 7 below)* This is only relevant to Dot Dot Loans - not U Account	Credit reference agencies and fraud prevention agencies
Your history of name changes* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us. We will also receive information about your history of name changes from credit reference agencies (see “Credit Checking and Account Management” below)
The following information is only relevant to U Account - not Dot Dot Loans. We do not expressly ask for your history of name changes but if you choose to update your name on your U Account (e.g. if you change your name after getting married) we will know what you were previously called and what you are now called.	From your use of our U Account Website (and the U Account mobile app)
Your postal address history* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us. We will also receive information about your history of name changes from credit reference agencies (see “Credit Checking and Account Management” below)
The following information is only relevant to U Account - not Dot Dot Loans. We do not expressly ask for your postal address history but if you choose to update your address on your U Account (e.g. if you change your address) we will know your previous and current address.	From your use of our U Account Website (and the U Account mobile app)
Bank account details* - applicable to our short-term loans This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Bank account details* - applicable to our short-term loans This is only relevant to Dot Dot Loans - not U Account	At the loan application stage - from a third-party income and expenditure verification service via Open Banking. This third party is called Consents.online (see “Our use of Open Banking for long-term loan applications” below) During your loan – you contacting us
Bank account balance and incoming and outgoing transactions for the last six months* - applicable to our long-term loans This is only relevant to Dot Dot Loans - not U Account	From a third-party income and expenditure verification service via Open Banking. This third party is called Consents.online (see “Our use of Open Banking for long-term loan applications” below)
Debit Card Details* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
The number of children or dependents in your household This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Your residential status (whether you own or rent your home)* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Details of whether you have any special needs, health conditions, or are otherwise vulnerable - if you choose to make us aware of these, or in the event we are otherwise made aware of these via someone else	You - Completing an application form or contacting us Third parties such as your friend, partner, relative or other person who contacts us on your behalf
Your marketing preferences	You - Completing an application, or where you otherwise contact us to inform us of your marketing preferences
Your signature* This is only relevant to Dot Dot Loans - not U Account	You - Completing an application form or contacting us
Your comments or other information entered into via our “Contact Us” page, any customer satisfaction surveys and/or in any correspondence between us	You - Completing an application form or contacting us
Your identification information contained within a scanned copy of your personal identification documentation (e.g. driving licence or passport)* This is mandatory on the basis that it must be provided if you are asked to supply it (i.e. if we decide we need to verify your identity for your application to progress) The following information is only relevant to U Account – not Dot Dot Loans. If we verify your identity this will result in us holding the result of what we call a ‘know your customer’ check. This essentially means we record that we have checked your identity using your identification information.	You – Upon our request for copies of this documentation when processing your loan application or when you apply for a U Account
Your financial information contained within personal documentation (e.g. wage slip)* This is only relevant to Dot Dot Loans - not U Account	You – Upon our request for copies of this documentation when processing your loan application
Transcripts of customer service interactions through email, secure messaging and Live Chat.	You – When discussing your loan account or your U Account with one of our representatives
Transactional information about payments to and from your U Account* This means transaction, account and card data which is visible to us from the use you make of your U Account, such as details of transactions in and out of your U Account, including salary and other income, regular or one-off expenses, and payments to or from your U Account made using accounts you hold elsewhere (which therefore relate to you) This is only relevant to U Account – not Dot Dot Loans	You – when you use your U Account. We use this to manage your U Account

* The processing of these categories of personal data is mandatory in order to assess your eligibility for one of our financial products and to enable us to administer it during its term. A failure to provide this information may result in us being unable to offer our products to you.

If we have purchased your account from another provider, we will have obtained your personal information from that other provider (instead of from you). This will have been explained to you in the ‘welcome letter’ we addressed to you.

Cookies relevant to Dot Dot Loans and U Account customers

Our Websites (and the U Account mobile app) use cookies to distinguish you from other users of our Websites or that app.

Dot Dot Loans customers: Please read the Cookie Policy on our Website for more information about which cookies we use. A link to our Cookie Policy is presented to you when you first visit our Website so that you can decide whether to consent to non-essential cookies.

U Account customers: Please see the U Account ‘Cookie Preferences’ link on our Website for more information about which cookies we use. This link is presented to you when you first visit our Website so that you can decide whether to consent to non-essential cookies.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit: http://www.allaboutcookies.org/

For what purposes do we use your personal information?

We will use your personal information in the following ways:

Purpose	Categories of personal data	Lawful basis for processing
To verify your identity. To enable us to consider and process your application for our products and services. To verify your credit standing (Dot Dot Loans customers only). To verify your income and expenditure (Dot Dot Loans customers only). To comply with the Financial Sanctions regime. To check against the list of Politically Exposed Persons.	All categories of personal data set out in Section 3 above except your marketing preferences.	This processing is necessary for the performance of our contract with you. This processing is necessary for compliance with legal obligations to which we are subject. In relation to verifying your credit standing and income and expenditure, our processing is also necessary for our legitimate interest of making sure that we enter into loan agreements with customers whose credit history does not expose our business to undue risk and our legitimate interest of acting as a responsible lender or service provider (Dot Dot Loans customers only). In relation to Financial Sanctions, our processing is also necessary for our legitimate interest of making sure that we meet the expectations of the Financial Conduct Authority (FCA) by having systems and controls in place to guard against the risk of financial crime. We must not carry out transactions with, or provide any financial services to, any person who is subject to a financial sanctions order from the government. We will check you are not subject to a financial sanctions order. We will screen all existing and new customers against the HM Treasury (HMT) list of financial sanctions orders. We will check for any updates to the HMT list. In relation to Politically Exposed Persons/high-risk customers our processing is also necessary for our legitimate interest of making sure that we meet the expectations of the Financial Conduct Authority (FCA) by having systems and controls in place to guard against the risk of having a customer who is a Politically Exposed Person (PEP). We will check you are not on the list of PEPs and that you are not an immediately family member or close associate of a PEP. A PEP is an individual whose prominent position in public life may make them vulnerable to corruption.
To assess your credit history (Dot Dot Loans customers only) and confirm your employment details (as explained further in Sections 6 and 7).	All categories of personal data set out in Section 3 above and Sections 6 and 7 below - except your marketing preferences.	This processing is necessary for the performance of our contract with you. This processing is necessary for compliance with legal obligations to which we are subject. In relation to assessing your credit history, our processing is also necessary for our legitimate interest of making sure that Dot Dot Loans enters into loan agreements with customers whose credit history does not expose our business to undue risk and our legitimate interest of acting as a responsible lender, or service provider (Dot Dot Loans customers only).
To perform actions in line with the contract we have with you (the agreement) including administering and servicing this agreement and setting up payments, if necessary. In addition, sending you customer service communications and replying to questions you ask/enquiries you make in relation to our contract with you. For example, from time to time we need to let you know about certain things that are happening with your account, for example, to alert you to a failed payment or following a request to reset your password. We may also need to correspond with you if you contact us for assistance. We’ll usually (though not always) send these communications to you by email or within your online account. We may occasionally call you by telephone for this purpose. In addition, sending you legal and regulatory information in relation to our contract with you. For example, when we need to tell you about changes to our policies, terms or conditions. We’ll usually (though not always) send these communications to you via email or as a message within your online account. We may also occasionally need to send these to you by post.	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for the performance of our contract with you. This processing is necessary for compliance with legal obligations to which we are subject.
To collect unpaid amounts that may be owed by you in relation to any Dot Dot Loans.	All categories of personal data set out in Section 3 above except your marketing preferences.	This processing is necessary for the performance of our contract with you.
To develop and manage our products and services in order to meet your needs and those of our customers more generally, and to determine your own eligibility for the different ranges of products and services from Shelby Finance (current products and products to be offered in the near future) which we consider you may be interested in. ‘Products and services’ here means financial ones – such as loans, credit, accounts. As an example – if you repaid your Dot Dot loan as anticipated we may wish to provide you with information about our U Account product or our future products and services offered under the Dot Dot Loans brand, the U Account brand or any future brand that belongs to us. If you are a U Account customer, we may wish to provide you with information about our Dot Dot Loans product or our future products and services offered under the Dot Dot Loans brand, the U Account brand or any future brand that belongs to us. This is what we call ‘cross marketing’. This processing is unlikely to happen if you defaulted or have an arrears history in relation to a Dot Dot Loans product, of if we consider you to be a fraud risk based on your current or historic activity in relation to a Dot Dot loan and/or with a U Account. What we have described above means we will be carrying out some profiling, i.e. looking at your behaviour, including in an automated way, in relation to the products and services you have from us, to see if you could be a potential customer for other products and services from us.	All categories of personal data set out in Section 3 above.	This processing is necessary for our legitimate interests of creating new or updated products and services to improve our service offering to existing and potential new customers and our legitimate interests in finding out which of our customers could be a potential customer for other products and services from us.
To notify you about changes to our website, the U Account mobile app, our services or our products (this means service communications – not marketing communications).	All categories of personal data set out in Section 3 above.	When we notify you about changes to our website, that app, or services or our products, this will be for the performance of our contract with you.
For us to communicate with you to provide you with marketing information about our own products and services that you request from us or our other products and services (see above where we call this ‘cross marketing’), or about products and services from Morses Club PLC. To share your name and contact details with Morses Club PLC for its own marketing.	All categories of personal data set out in Section 3 above.	For our own marketing to our own customers about our own existing and new products and services - the processing of your personal information is necessary for our legitimate interests of promoting those products and services. We would explain how to opt-out of our marketing. We would remind you of how to opt-out in each marketing communication. For our own marketing to our own customers about existing and new products and services from Morses Club PLC – the processing would be with your opt-in consent. You can withdraw that type of consent at any time. For marketing from Morses Club PLC about its own existing and new products and services – and our sharing of your name and contact details to that end – the processing would be with your opt-in consent. You can withdraw that type of consent at any time. For our own marketing based on legitimate interests we need to tell you about a balancing test we have performed. We have balanced our legitimate interests in promoting our business and our own products and services to you as against your own rights and freedoms which require us to protect your personal information and we have carefully determined that your own rights and freedoms will not be overridden when we send you our marketing. We will not send you an excessive number of marketing messages over any given period; we will respect any request from you asking us to stop our marketing within a reasonable period; we will only be marketing our own products and services which are similar to those you already hold (i.e. all are financial products); we will suppress your contact details in our marketing database where we have identified you as a vulnerable customer and/or as being in arrears or default on any Dot Dot loan; and by making sure you know how to stop our marketing. We would remind you of how to opt-out in each marketing communication. In all cases you can object at any time to our direct marketing or stop our marketing. For the simple way to stop our marketing see section 15 below. You can also find out about how to object by using your rights under data protection law. See section 12 below. You can object to or stop marketing from Morses Club PLC at any time and to do this you should use its own contact details which will be in the marketing communication itself.
Customer satisfaction surveys to monitor and improve the quality of our product and service offerings (which may involve using your data in quality and performance training).	Your full name and initials; postal and correspondence address(es); contact telephone numbers; email address; comments or other information provided via our “Contact Us” page, any customer satisfaction surveys and/or in any correspondence between us.	This processing is with your consent.
To undertake market analysis, forecasting, business planning and auditing exercises in connection with our business.	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for our legitimate interests of management planning and forecasting in relation to our business.
To contact you in connection with any enquiries that you raise.	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for our legitimate interests of responding to questions and comments raised by individuals that contact us.
To comply with laws and our regulatory requirements.	All categories of personal data set out in Section 3 above.	This processing is necessary for our legitimate interests of complying with laws and regulatory requirements.
To, establish, defend, exercise, enforce or to protect our rights, property or safety, or that of our customers, employees or other persons with whom we have a business relationship.	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for our legitimate interests of establishing, defending, exercising, enforcing or protecting our rights and others with whom we have a business relationship.
For monitoring and recording of telephone calls and email communications where necessary for compliance with regulatory rules or self-regulatory practices or procedures relevant to our business, to prevent or detect crime, for quality, training and security purposes.	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for our legitimate interests of complying with regulatory rules and ensuring we are implementing quality checking and compliance processes.
To assist you with our products and services in the event we become aware you require additional support, have special needs or are otherwise vulnerable because of a physical or mental health issue.	All categories of personal data set out in Section 3 above - except your marketing preferences.	In most cases this processing is necessary for reasons of the substantial public interest of safeguarding your economic wellbeing if we become aware you are at economic risk as a result of a physical or mental injury, illness, health condition or disability. In exceptional cases, we may have to do this processing to protect a customer’s vital interests or those of another person and when the customer is incapable of giving a valid consent. Vital interests means there is a threat to the customer’s life or someone else’s life, or a real risk of very serious harm to a customer or another person. We will only ask for your explicit consent where we cannot rely on one of the lawful reasons mentioned directly above. At the same time, this processing is necessary for our legitimate interests of complying with regulatory requirements about the fair treatment of vulnerable customers. We have balanced this against your own rights and freedoms, and they are not overridden in this context because this processing is what is necessary to enable us to treat you fairly and protect your own economic well-being. This information will only be available to people in our business who need to know it. We will duly observe the principle of data minimisation and will therefore only process this information where we reasonably believe it is necessary. Sometimes (in rare cases) this processing will be necessary for our compliance with legal obligations (for example, if you have a disability which has to be noted and dealt with so that we can comply with legislation.)
To anonymise your personal data for market research, statistical and analytical purposes, including producing statistical research and reports	All categories of personal data set out in Section 3 above - except your marketing preferences.	This processing is necessary for our legitimate interests of creating anonymous data sets that we can use for research, statistical and analysis purposes.
To collect information from your browser and device when you access our websites or the U Account mobile app. To do this, we use software provided by a third party called Hotjar. Hotjar uses cookies and other technologies to collect data about how our customers use our websites and their devices. Hotjar is forbidden to sell any of the data collected on our behalf. We have configured the Hotjar service so that it does not collect key personal data you provide when submitting a loan application such as your name, address, bank account details and information about your employer. You may opt-out of Hotjar collecting your information when visiting our Websites and the U Account mobile app at any time by visiting Hotjar’s opt-out page at https://www.hotjar.com/opt-out and clicking 'Disable Hotjar'. You will need to do this on each browser you use. Alternatively, you can prevent Hotjar from collecting your information by activating the “Do Not Track” setting in your browser, which will also opt you out of similar services that use this setting to disable tracking.	Device screen size, device type (unique device identifiers), browser information, geographic location (country only), and the preferred language used to display our website. This is your personal information because it all links to your IP address.	This processing is necessary for our legitimate interests of analysing users’ activities on our websites and their devices (e.g. how much time they spend on which pages, which links they choose to click, what users do and don’t like). This allows us to build a better user experience and service for our customers. As Hotjar uses cookies which are not essential for our website and for the U Account mobile app to function, your consent will be required. This does not mean we are relying on consent as our lawful reason under data protection laws to process your cookie data used by the Hotjar service. For more information on cookies, please refer to our Cookie Policy.

Where we process any special category data about you, for example any health information you provide us with, we will process this only:

where you have given explicit consent to the processing of such data (we will only ask for this if we cannot rely on the alternatives below); or
for the establishment, exercise or defence of legal claims; or
where the processing is necessary for the purposes of carrying out obligations and exercising specific rights in the field of social security and social protection law; or
where you have manifestly made public that personal data; or
where the processing is necessary for reasons of substantial public interest, this means safeguarding (protecting) your economic wellbeing when a physical or mental injury, illness, health condition or disability you have made us aware of or which we otherwise become aware of puts you at economic risk, making it difficult for you to make repayments on your Dot Dot loan or to manage your U Account. As you can see from the table above, this is the lawful basis we will use in most cases where we process our customers’ special category data. We will usually explain this in more detail at the point (or shortly after the point) we are first made aware of a health issue that is affecting your economic wellbeing.

Automated systems and processing of personal information

If you apply for a Dot Dot loan we will use credit scoring and other automated systems:

- to assess your application,

-to verify your identity; and

- to check you are not on the HM Treasury Financial Sanctions list or the Politically Exposed Persons list.

If you apply for a U Account we will use automated systems:

- to assess your application;

- to sometimes verify your identity (but credit scoring is not relevant); and

- to check you are not on the HM Treasury Financial Sanctions list or the Politically Exposed Persons list.

Automated Decision Making

Our automated systems are used to make a recommendation about whether you should be accepted for a U Account or a Dot Dot loan (depending on which product you have applied to have).

In relation to Dot Dot Loans applicants:

These automated systems compare the information in your application form and information from a credit history check which is gathered from credit reference agencies (“CRAs”).In this way we can assess the risk of non-payment if we were to grant you a Dot Dot loan (see Section 7 for more details about what we obtain from CRAs). The personal information processed in our automated systems for this purpose includes your name, address(es), date of birth, employment status, salary, details of your non-salary income, details of your regular or one-off expenses, requested loan amount, reason for your loan, previous payment history, and credit status and history. We compare all this in an automated way against our customer database to evaluate whether you are likely to be able to repay your requested Dot Dot loan amount. Further details below.

In relation to U Account applicants:

The personal information processed in our automated systems which we use to assess your application and (where necessary) verify your identity includes your name, address, email address, date of birth and IP address.

When you make an application for a Dot Dot loan or U Account, we will decide whether to offer you the product applied for using automated processes. This enables us to ensure that our decisions are made fairly and quickly and that our required criteria are consistently applied. As part of this process we need to: (i) verify your identity and (in relation to Dot Dot loans only) assess your ability to meet the terms of the product applied for; and (ii) check whether you are on the HM Treasury Financial Sanctions list or the Politically Exposed Persons list (we do this for all Dot Dot Loans and U Account applicants). To do this we automatically request third party searches.

In relation to (ii) above: we use the information obtained from our third-party provider of HM Treasury Financial Sanctions list and Politically Exposed Persons list screening services. We simply take account of whether you are on the HM Treasury Financial Sanctions list or the Politically Exposed Persons list. If you are on either one or those lists, or both, your application will be automatically declined.

In relation to (i) above: we use the information obtained from the Credit Reference Agencies which we refer to in Section 7 and analyse the results received. The factors considered during this decision-making process are:

the information provided by you on the application form;
information about any previous applications you have made or attempted to make;
information we hold regarding the account history of any products you have previously had from us;
information about your credit history which is obtained from credit reference agencies (this is only relevant to Dot Dot Loans); and
information about your identity which is obtained from credit reference agencies.

We regularly test our decision-making process to ensure it remains fair, effective and unbiased. We explain this in more detail below and have separated this into product specific sections, as follows.

Automated Decision Making – Dot Dot Loans

Step 1 - only relevant to previous customers and applicants: If you have previously applied for a Dot Dot loan and been declined within a period of 30 days prior to your current application, our systems will decline your application. If you are a previous customer of Dot Dot Loans, we will check our database to see whether you made your repayments as required. If you did not make your repayments on a previous loan as required, your application will be declined. If you did make your repayments, your application will pass to Step 2.

Step 2 - relevant to all customers and applicants:

Our automated systems gather information from Credit Reference Agencies (see section 7) about your credit score and credit history (for example, how you have repaid other loans with other providers and whether you have defaulted). The systems check this information against what we call scorecards (more details below about these below) to generate a suitability score for your application (this means we grade you based on how likely you are to repay the Dot Dot loan amount which you have applied to have and whether the information available to us indicates you can afford the loan). If you do not meet the minimum suitability score, then your application will be declined. If you exceed the minimum suitability score, the systems will use the credit score and credit history information, as well as repayment history information relating to any previous loan you have had from us, to determine the maximum loan value that Dot Dot Loans will be able to offer you.

Scorecards are mathematical models which attempt to provide an estimate of the probability that a customer will display a defined behaviour (e.g. default on their loan) with respect to their current or proposed borrowing. Credit scoring typically uses observations and data from customers who fell into arrears or defaulted on their loans plus observations and data on a large number of customers who did not. This model can be used to predict the probability of arrears or default for other customers (this means you if you are applying for a Dot Dot loan) using the same observation characteristics (e.g. age, income, house owner etc.). The probability of you falling into arrears or defaulting are then scaled to a "credit score." This score ranks customers by riskiness without explicitly identifying their probability of default.

If your application satisfies Step 1 and Step 2, a final decision as to whether to accept your loan application and the value that Dot Dot Loans may loan to you is made in an automated way, i.e. without any lending decisions being made by a human.

Automated (and manual) Decision Making – U Account

Step 1:All U Account applicants are subjected to this step 1 and it is always automated. When you apply for a U Account, we undertake automated checks with third parties to help us decide about your application. This means we will receive information from credit reference agencies to help us verify your identity and we will also receive information from our third-party provider about whether you are on one or both of the HM Treasury Financial Sanctions list or the Politically Exposed Persons list. This happens in an automated way i.e. without any human making decisions about whether to approve your application or not.

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.

If your application satisfies Step 1, you move to a Step 2, which is also automated. This is when a final decision about whether to accept your application for a U Account is made in an automated way.

If you do not pass one or more of the checks in Step 1 you will move to a Step 2, which is not automated. This is where a human working for our third-party provider will manually review your application. They will carry out a manual review of your ID document (this means your passport or ID document) and your proof of address document (such as your utility bill) and will take the final decision about whether to accept your application for a U Account based on the outcome of these checks.

Automated Decision Making – all U Account and Dot Dot Loans customers

You have a right to request that your application is reviewed by a member of our team, to express your point of view on the automated decisions that we make about you and to contest our decisions. This is the case for all of the automated decisions we mention above (i.e. identity verification, credit scoring, checks of the HM Treasury Financial Sanctions list and the Politically Exposed Persons list). If you would like us to reconsider any decision made automatically, please contact us (as set out in the “Our Contact Details” section below). If you ask us to make a manually review an automated decision, we will do so but please note this means we will not be able to consider your application within our normal timescales.

As already mentioned, the decision about whether to provide a U Account to some applicants (i.e. those who pass Step 1) is fully automated without any human involvement, whereas the decision about whether to provide a U Account to some other applicants (i.e. those who do not pass any part of Step 1) always involves a human decision at Step 2. If you request a review of all automated decisions, we will explain which have already involved a human and then respond in relation to the automated decisions which remain.

Credit Reference Agencies

U Account customers: If we need to verify your identity, we will share your personal information with CRAs and use information obtained from CRAs and this includes information about you taken from the electoral register. Credit history checks are not relevant to you (unless you apply for a Dot Dot loan).

Dot Dot Loans customers: If we need to verify your identity, we will share your personal information with CRAs and use information obtained from CRAs and this includes information about you taken from the electoral register. We will also do a credit history check with CRAs. See below for more details. We do not ask CRAs for information about associated persons such as your spouse or partner, though other companies may do that and for this reason the CRAs require us to tell you about this activity. That is why ‘financially linked records’ held at the CRAs are mentioned below.

More information about credit history checks - relevant to Dot Dot Loans customers only:

If you are applying for a Dot Dot loan, CRAs supply us with details of your credit history and associated information. When CRAs receive a credit history check request from us (this is what we refer to as a ‘credit application search’ below), they will record the details of that and place a search ‘footprint’ on your credit file. That footprint will be seen by other lenders and persons unrelated to us (i.e. the other customers of the CRAs) if they undertake credit checks on you in the future in connection with their own financial products and services. We will provide information about your agreement with us for your Dot Dot loan and your repayment performance to the CRAs. We report to these third parties at least once a month, including details of the payments you make, payments that you do not make on time and details on any default against this agreement. Our records will remain on your credit file for 6 years after they are closed, whether settled by you or defaulted by us.

Here is more information about how we carry out this activity in practice. If you apply for one of our credit products (this means a Dot Dot loan), we will firstly carry out a quotation search with the credit reference agency TransUnion. This is also known as a “soft search” and is not visible on your credit file to other lenders. This search provides us with information relating to your credit history and other associated information. We will then carry out a further soft search with the CRA to verify your identity and residence which, again, is not visible to other lenders. This search includes us being provided with information about you from the electoral register. If we make an offer to you and you accept this, we will carry out a credit application search and this will be visible on your credit file to other lenders.

If you take one of our credit products, we will provide information about this agreement and your repayment performance to the CRAs. We report to these third parties at least once a month, including details of the payments you make, payments that you do not make on time or fail to make, any repayment arrangement you may agree with us and details of any default against this agreement as a result of non-payment. This information will remain on your credit file for 6 years from the date your account is are closed, whether settled by you or defaulted by us. During the life of your Dot Dot loan we will need to conduct a further soft search with the CRAs every 12 months to comply with anti-money laundering laws; this search is not visible on your credit file to other lenders and will only be relevant if you have an open Dot Dot loan for 12 months or longer.

The personal data that we will share with CRAs include:

Your full name and initials;
Your postal and correspondence address(es);
Your date of birth;
Your marital status;
Your contact telephone numbers (daytime and evening);
Your e-mail address;
Your history of name changes;
Your postal address history;
Details of your payment history in relation to the credit product(s) you have with us

The CRAs can also share your information with other organisations (more details in the paragraph below).

The CRAs will provide us with the following information relating to you:

Your name and aliases;
Your date of birth;
Your address and contact details (including address links where it appears you have moved house);
Your financial details including details of your income/debts and repayment history;
Confirmation of bank account ownership;
Any court judgments that have been issued against you;
Any Bankruptcy, Individual Voluntary Arrangement (IVA), Debt Relief Orders (DRO) or other forms of insolvency / similar events relating to you;
Fraud prevention indicators;
"Gone away indicators" (which indicate whether you have left an address, deceased or partially settled your account);
Search footprints where enquiries have been made about you;
our credit scores and ratings;
Flags and triggers, for example where you may be flagged as subject to fraud, and indicators of the certainty of the information they provide;
Any Politically Exposed Persons (PEPs) and Sanctions data.

We and those other companies (meaning the other customers of the CRAs if they undertake credit checks on you in the future in connection with their own financial products and services) will use these records and other information to make credit decisions about you. The CRA records will also be used by those other companies (meaning the other customers of the CRAs) to make credit decisions about your current spouse, partner or other individual that has been financially linked or associated with you (for example if you have a joint account with them). Those other companies will: search, link and/or record information at CRAs about you both; link any individual identified as your financial associate, in their own records; take both your and their information into account in future applications by either or both of you (as relevant), and continue this linking until one of you notifies those other companies or the CRAs that you are no longer linked; links between all such persons will remain on your and their files at the CRAs until such time as you or the other relevant person successfully files for a disassociation with the CRAs. If your circumstances change such that you are no longer a financial unit with another person, you should contact the CRAs directly using the contact details in the “How to find out more about Credit Reference Agencies” section below.

How to find out more about Credit Reference Agencies

More information about CRAs and how they use personal data is available at the following links:

For Experian: www.experian.co.uk/crain
For Equifax: www.equifax.co.uk/crain
For TransUnion (previously called Callcredit): www.transunion.co.uk/crain

You can contact the CRAs as per the following:

Experian, Consumer Support Centre, PO Box 9000, Nottingham, NG80 7WF or call 0344 481 0800 or visit www.experian.co.uk
Equifax Ltd, Customer Service Centre, PO Box 10036, Leicester, LE3 4FS or call 0800 014 2955 or visit www.equifax.co.uk
TransUnion, Consumer Services, PO Box 491, Leeds, LS3 1WZ or call 0330 024 7574 or visit www.transunion.co.uk

Our use of Open Banking for long-term loan applications

In order to be able to submit an application for one of our long-term loans (18 to 48 months), you will need to agree to our use of consents.online, a third-party Account Information Service Provider (AISP)for the purpose of them passing some of your financial information to us. Consents.online is an FCA regulated service that lets you grant us permission to view the information that appears on your bank statements through “Open Banking”. This is a paper-free way of you sharing your income and expenditure information with us so that we can thoroughly and fairly assess whether you can afford to take out a loan. It also removes the need for you to send bank statements, payslips or other income and expenditure-related information to us.

You are not automatically opted in to Open Banking. You will only use it if you give permission for that to consents.online. This is what we mean by ‘consent’ throughout this section 9. If you give consent for this, consents.online will share your personal information (further details below) with Shelby Finance Ltd, trading as Dot Dot Loans. It is important to understand that ‘giving consent’ is in the context of consent under Open Banking regulations and is not the same thing as ‘giving consent’ in the context of consent under the General Data Protection Regulation (GDPR). The consent you give to consents.online is simply you giving your permission to them so that they can share your personal information with Shelby Finance Ltd in accordance with the contract they have with you. When you look at the privacy notice of consents.online you will see that they share your personal information with providers like us based on the GDPR lawful basis of it being necessary to administer the contract which they have with you. In turn, we then use this personal information for our legitimate interest of doing what we describe at the end of the paragraph directly above.

As part of the long-term loan application process, we will direct you to consents.online, who will ask you to provide your first and last name, email address and phone number. You will then be asked to select which bank/building society you hold your current account with before being asked for your consent to access the following account information and share it with Shelby Finance Ltd, trading as Dot Dot Loans:

Name of your bank/building society
Your account name, number and sort code
Your account balance
Incoming transactions for the last six months
Outgoing transactions for the last six months

Once you have given consent to consents.online, a secure, encrypted connection will be made with your bank/building society and you will be asked to authenticate yourself in the same way as you would to access your online banking log in. Your bank/building society will then ask you to confirm that you would like to share your account information with consents.online before this is passed to them, who will then share it with us.

You will only be providing consent to consents.online accessing this information and sharing it with us on a one-off basis and we will be limited to read-only access and cannot make any changes to your bank account. We will not ever share this information with any other third party.

You can withdraw your consent to this service at any time by contacting consents.online by email at [email protected] or telephone on 0800 180 8570. This means withdrawing your permission – this is not the same thing as withdrawing a GDPR consent and we have explained why above. Withdrawing your consent means that consents.online will delete their record of your statement data and we will no longer be able to access it, though we will retain a record that we referred to consents.online in order to make a lending decision regarding your loan.

We will use this information as part of our credit and affordability checking processes, which includes verifying your income and expenditure, in order to decide whether we can offer you a long-term loan. We will notify you of the outcome of this review within one working day.

If you do not agree to consents.online supplying us with your bank account information via Open Banking, you will not be able to complete your long term-loan application and we will not be able to consider whether we can enter into a contract with you to provide you with this kind of loan.

When consents.online uses your personal information, it will be acting as a controller of that information. It will process your information in its own name as it has the sole mandate for that (which means it takes all decisions in relation to its own use of your personal data and we have no control over its use of your personal data). Please read consents.online’s privacy notice for more information about how it will process your personal data as a data controller. You will be able to view this once we direct you to consents.online’s website towards the end of your application.

Do we share your personal information with anyone else?

If you have a U Account we will need to share your personal information with Wirecard and GPS who are companies which work together to provide the key processes and functionality of U Account.

When Wirecard uses your personal information to maintain a safeguarding account for the purposes of holding funds for each card, Wirecard will be a controller of your personal information. This is because it will do that in its own name, and it has the sole mandate for that (meaning we have no control over that, and it takes all the decisions in relation to that). You will need to read the privacy notices of Wirecard for more information about how it processes your personal information as a data controller.

U Account includes the ability to have pre-paid cards and we need Wirecard to provide those cards. Wirecard will be our data processor for this. Its own privacy notices are not relevant to this. Instead our privacy notice applies to this.

GPS processes U Account transactions. For this, it holds account and balance information about our U Account customers, including their name, address, mobile telephone number, email address and all other U Account details. GPS provides an additional transaction monitoring service to us in which we set up flag rules according to certain types of activity, for example activity which might indicate fraud. It does this as our data processor. Its own privacy notices are not relevant to this. Instead our privacy notice applies to this.

In addition, as part of our usual business activities we may share your details with:

Dot Dot Loans customers:

debt collection agencies, if your Dot Dot loan falls into arrears, to enable them to contact you (whether in person, by post, email or telephone) and recover the sums owed

U Account customers/applicants:

our third-party provider who sends marketing emails on our behalf in relation to our U Account
our third-party provider who sends non-marketing service emails on our behalf in relation to your U Account
our third-party payment provider who processes BACS, faster payments and direct debit payments on our behalf in relation to your U Account
any other payment service provider when necessary in trying to trace a payment paid to the wrong person in relation to your U Account
our third-party provider of manual ID and proof of address checks for the cases described above (i.e. U Account applicants who do not pass automated Step 1 and who proceed to a manual Step 2)
our third-party provider who holds your personal information on our behalf for its card bureau services relating to your U Account
our third-party provider who uses your email address on our behalf to do email fraud checks
Mastercard (relevant to transactions using your U Account pre-paid card)
Paypoint (relevant to cash deposits using your U Account)

List for all customers/applicants:

our market research provider to enable them to conduct customer satisfaction surveys on our behalf to monitor and improve the quality of our product and service offerings (see the table above for more details about what personal information is shared for customer satisfaction surveys)
our professional legal, accountancy and other advisors and auditors based in the United Kingdom in order to obtain legal, accountancy and other professional advice
our IT service providers based in the United Kingdom that provide network and storage infrastructure and/or software programs and support to us in connection with the operation of our business
fraud prevention agencies (this is relevant if we know or suspect a fraud is or may be committed)
mail houses to enable them to print and send non-marketing communications to you via post on our behalf
our third-party provider of HM Treasury Financial Sanctions list and Politically Exposed Persons list screening services (relevant to U Account and Dot Dot Loans applicants)
our third-party provider of identity verification and credit scoring checks (relevant to U Account and Dot Dot Loans applicants)
our third-party payment providers to enable us to process debit card transactions or Direct Debits when you make any repayments in relation to a Dot Dot loan, i.e. one of our credit products, by these methods, and to allow us to act as a payment service provider when you make payments using a U Account
Where we have received your personal details from a third-party broker of financial products, we will notify them of whether you are eligible to apply for one of our products and whether you have subsequently obtained a product from us. We do not obtain lists of information from brokers for any marketing purpose – this is only about dealing with their referral to us about you as a potential customer.
We will disclose your personal data to third parties if we are under a duty to disclose or share your personal data in order to comply with any laws, regulations or good governance obligations, or in order to enforce or to protect their rights, property or safety, or that of our customers or other persons with whom we have a business relationship. These third parties will include (without limitation) the Courts, the Financial Conduct Authority, the Financial Ombudsman Service, the Information Commissioner’s Office, the police, Action Fraud, the National Crime Agency, HMRC, HM Treasury and the Department of Work and Pensions. Our disclosures of your personal information to the Courts, to government departments and to regulatory bodies who have the power to compel that disclosure because of their statutory functions, and to the police in cases where they have obtained a Court order for information from us, will be for compliance with our legal obligations. In all other cases, the disclosures described in this paragraph will be for our legitimate interests in dealing with requests for information from these third parties or for the legitimate interests they have in seeking information from us to perform their own functions.
We may share your personal data with others (such as emergency services and law enforcement authorities) where that is necessary to protect your vital interests including to protect you from harm/help to ensure your own safety.
In the event that we sell any part(s) of Shelby Finance Ltd or Morses Club PLC (our parent company), we will also disclose your personal data to actual or potential purchasers of parts of its business or assets, and their respective advisers and insurers for our legitimate interest of restructuring our business in that particular way and also for the potential purchaser’s legitimate interests of:
- enabling potential purchasers to complete due diligence on, and value, the business and/or assets;
- transferring the personal data in connection with any relevant sale and the transfer of our contractual rights and/or obligations; and
- the use of such personal data by a purchaser for the operation of its business.

Transfers outside the European Economic Area (EEA)

We will not transfer your data out of the European Economic Area (EEA) to any country that has been deemed (by the Information Commissioner’s Office) to have inadequate data protection controls except where we make those transfers lawful under data protection law by using appropriate safeguards such as EU Model Clause contracts (you can contact us for copies or more details) or based on US Privacy Shield. We will always make sure transfers of your personal data outside the EEA by made by ourselves are in accordance with data protection law.

For how long does Shelby Finance keep personal information?

If you take out a Dot Dot loan, we will retain your personal data for the period during which any balance remains outstanding and thereafter until the expiry of a period of seven years.

If you take out a U Account, we will retain your personal data for as long as the account remains open. If your account is closed or cancelled, we will keep your personal information for a period of seven years from the date it was closed.

If you apply for one of our products and your application is unsuccessful, your personal data will be held by us for up to 4 years [so that we can guard against the risk of fraud if you re-apply during that period with different details, for instance about your salary or number of years at your home address.

If you complete a customer satisfaction survey, your personal data in relation to that survey will be held by us for a period of up to 6 months from the date that you submitted the survey response.

If you raise a complaint or there is a dispute between us, your personal data will be held by us for a period of up to seven years following the resolution of the complaint or dispute.

If you raise a general enquiry with us (which does not involve a complaint or dispute), your personal data in relation to that enquiry will be held by us for a period of up to one month.

When we communicate with you by phone, your call will be recorded. This data will be kept for 6 months.

We will retain your personal data for longer than the periods specified above if required by law, to defend or exercise legal rights (such as defending legal claims) or to comply with regulatory obligations.

What rights do I have to my personal data?

It is important to us that you are aware of the rights you have] under data protection legislation regarding your own information. As a result, we would like to make you aware of the rights that you have as a data subjects:

Rights in relation to automated decisions making which have a legal effect or other significant effect on you. You have the right to request that a human reviews the automated decision.

The Right of Access. You may request access to or copies of the personal information that we hold about you (known as a “Data Subject Access Request”) as set out in the “How can I find out what personal information Shelby Finance holds about me?” section below. If you would like to exercise this right, please contact us (as set out in the “Our Contact Details” section below).

Right to Rectification.You have the right to have inaccurate information about you corrected. For more information, see the “How can I change the personal information Shelby Finance holds about me?” section below.

The Right to Erasure. You may request that your personal information be deleted where it is no longer necessary for the purposes of which it is being processed and provided there is no other lawful basis for which we may continue to process such personal information. If you would like to exercise this right, please contact us (as set out in the “Our Contact Details” section below).

The Right to Data Portability. Where you have provided us with your personal information that we process using automated means, you may be entitled to a copy of that personal information in a structured, commonly-used and machine-readable format. If you would like to exercise this right, please contact us (as set out in the “Our Contact Details” section below).

The Right to Object. In some circumstances, you may, on grounds relating to your situation, object to our processing of your personal information. We will consider any objections to processing on the circumstances relating to each case. This includes, for example, the right to object to your personal information being used for direct marketing by us. If you would like to exercise this right, please contact us (as set out in the “Our Contact Details” section below).

The Right to Restrict Processing. You may also request that we restrict the processing of your personal information to that to which you have consented or for the establishment, exercise or defense of legal claims or the protection of the rights of another person:

whilst we verify your data as set out in “The Right to Rectification” above;
pending verification of our legitimate grounds for processing your personal information. This is relevant, for example, if we rely on legitimate interests, after giving you an opt-out opportunity, as our lawful reason for using your personal information for direct marketing; or
if the processing is unlawful or no longer necessary but you wish for us to retain your personal information for the purposes of establishing, exercising or defending legal claims.

If you would like to exercise this right, please contact us (as set out in the “Our Contact Details” section below).

You have the right to withdraw consent. This is only relevant when we rely on consent as our reason to process your personal information. If you would like to exercise this right against Shelby Finance please contact us (as set out in the “Our Contact Details” section below).

You have the right to complain to the Information Commissioner’s Office and you can find more information about this at: https://ico.org.uk/

As mentioned in Section 6 you also have the right to ask for a person to review an automated decision taken about you during the application process.

How can I find out what personal information Shelby Finance holds about me?

Your right to access, as detailed above, or to obtain copies of your personal information may extend to (but is not limited to) some or all of the following items below.

Copy of your Agreement
Your application details
Your payment history with us
Statement of account
Account notes
Any charges applied to your account
Telephone calls recorded for quality and training purposes

We will endeavor to fulfill your request within one month of receiving the request, though this timescale may be extended if your request is particularly large or complex.

A Data Subject Access Request is free, however, where a request is manifestly unfounded or excessive, we may require a reasonable administrative fee or refuse to act on the request. This will be based on the true administrative cost and will be discussed with the requester on application.

You can make a Data Subject Access Request or exercise your other rights by contacting us (as set out in the “Our Contact Details” section below).

How can I change the personal information Shelby Finance holds about me?

Please tell us if your personal information, including contact details or address, change at any time so that we can update our records. If some of the information we hold about you is inaccurate (for instance because you have changed your marital status or name, moved address, or changed your telephone number or email address) or incomplete, please contact us (as set out in the “Our Contact Details” section below. We will take steps to seek to correct or update any information if we are satisfied that the information we hold is inaccurate or incomplete. In certain circumstances, you may also request that we restrict our processing.

How can I manage how Shelby Finance contacts me for marketing purposes?

When you submit your name and contact details through our websites, or when you apply for a Dot Dot loan or a U Account, or when we write to you, this is usually when we capture your marketing preferences.

We may contact you by post, SMS, telephone or email for marketing purposes. In addition, we may place marketing messages about our own products and services in banners or pop-ups on our websites or on the U Account mobile app. You might see these after you have logged in as a customer – unless you have opted-out of our marketing.

To change your marketing preferences, you can contact us using our contact details (set out in our Contact Us page below). We will process your request within a reasonable period.

Any marketing communication by email or SMS which are from us will also include details of how you may unsubscribe.

How do we protect the security of your personal information?

We are serious about guarding the security of your personal information and the details of any transactions or applications made. We keep your information confidential by using systems that store and transfer your data under strict security controls. We ensure your data is only accessed by appropriate personnel that have a justified reason to see your data. We also ensure that our systems and software are kept up to date and perform well to allow you to access your data when you need to. The systems and controls we have in place also help us protect against unauthorised or unlawful processing, accidental loss, destruction of, or damage to, your personal information.

How do you obtain copies of our Privacy Notice?

If you require a printed copy of this Privacy Notice or a copy in another format such as audio or Braille, then please contact us using the contact page.

Our contact details

For Dot Dot Loans, you can contact us on 0333 240 6215, email us at [email protected] or write to us at Customer Enquiries, PO Box 10397, Nottingham, NG1 9JJ. Alternatively, you can reach us via our Data Protection Officer (contact details as per Section 1).

For U, you can email us at [email protected] or write to us at Electric Works, Sheffield Digital Campus, Sheffield, S1 2BJ. Alternatively, you can reach us via our Data Protection Officer (contact details as per Section 1).

Last updated: 21/02/2020

Complaints

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.
Post: U Account specialists, ‘U’, 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 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

Complaints data

Financial Conduct Authority rules require us to provide a report of our complaints data every six months. The table below sets out complaints received since July 2017. Please note that U has grown rapidly over this period.

Six-month period	Total complaints
1 July 2017 - 31 December 2017	244
1 January 2018 - 30 June 2018	176
1 July 2018 - 31 December 2018	204
1 January 2019 - 30 June 2019	296
1 July 2019 - 31 December 2019	232

Maintaining the account: Definition

The account provider operates the account for use by the customer.

We might also call this:

Promoting the card and account, operating the website

Arranged overdraft: Definition

The account provider and the customer agree in advance that the customer may borrow money when there is no money left in the account. The agreement determines a maximum amount that can be borrowed, and whether fees and interest will be charged to the customer.

Unarranged overdraft: Definition

The customer borrows money when there is no money left in the account (or when the customer has gone past their arranged overdraft limit) and this has not been agreed with the account provider in advance.

Refusing a payment due to lack of funds: Definition

The account provider refuses a payment from the customer’s account because there is not enough money in it.

Direct debit: Definition

The customer permits someone else (recipient) to instruct the account provider to transfer money from the customer’s account to that recipient. The account provider then transfers money to the recipient on a date or dates agreed by the customer and the recipient. The amount may vary.

Standing order: Definition

The account provider makes regular transfers, on the instruction of the customer, of a fixed amount of money from the customer’s account to another account.

We might also call this:

Recurring payment, regular payment

Sending money within the UK: Definition

The account provider transfers money, on the instruction of the customer, from the customer’s account to another account in the UK.

We might also call this:

Making a payment, sending money, paying out

Cash withdrawal in pounds in the UK: Definition

The customer takes cash out of the customer’s account in pounds at a cash machine in the UK.

We might also call this:

UK cash withdrawal, taking out money at a cash machine/ATM

Cash withdrawal in foreign currency outside the UK: Definition

The customer takes cash out of the customer’s account in foreign currency at a cash machine outside the UK.

We might also call this:

Cash withdrawal abroad

Debit card payment in pounds: Definition

The customer uses their debit card to make a payment in pounds. This can be in a shop, online or over the phone.

We might also call this:

Card payment, card transaction, using your card online, in-store or over the phone here in the UK

Debit card payment in a foreign currency: Definition

The customer uses their debit card to make a payment in foreign currency. This can be in a shop, online, or over the phone.

We might also call this:

Card transaction not in GBP (£)

Prepaid debit card: Definition

The customer’s prepaid contactless Mastercard® card that is associated with their account.

We might also call this:

U card, contactless card

Replacement card: Definition

A prepaid contactless Mastercard card ordered by the customer upon loss, theft, or damage of their prepaid debit card, or if their original prepaid debit card is not received.

We might also call this:

New card

Digital statement: Definition

A monthly statement of transactions on the customer’s account, provided as a PDF or spreadsheet and downloadable from the ‘Statements’ section once logged in.

Postal statement: Definition

A monthly statement of transactions on the customer’s account that is provided on paper and posted to the customer.

We might also call this:

Paper statement

Extra Account: Definition

A sub-account within a customer’s U Account that has a unique account number and the same non-card payment facilities as the Main Account.

PayPoint: Definition

The customer pays cash into their account by visiting their local PayPoint-participating retailer and presenting their prepaid debit card.

We might also call this:

Paying-in with PayPoint

A paper version of this document is available upon request.

Last updated: October 2018

Information about the U Account

1. Information about how to open a U Account

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

You can open a U Account:

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

2. Information about account services

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

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

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

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

Information about operational and security incidents

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

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

Complaints data

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

Opening a current account with us

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

How quickly do we open current accounts?

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

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

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

How quickly do customers get internet banking?

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

How quickly is an overdraft available?

The U Account does not offer an overdraft facility.

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

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

Policies, Terms & Conditions

This is where you'll find all the legal information you need (and plenty that you'll never need). Use the menu to see our different policies and if you're unsure about anything, Contact Us.

Customer Terms and Conditions

About us and these customer terms

Your status

Effect

Opening a U Account

U Accounts and U Cards

Your obligations

Limitation of liability

Termination

Notices

Events Outside Our Control

Complaints

Data Protection

General

U Account and Card Terms and Conditions

The U Account and Card

Definitions

ACCOUNT STRUCTURE

Paying in to your Account and Making Payments from it

Use of the card and account

Direct Debits

Transactions

Unauthorised Transactions

Foreign currency transactions

Checking your balance

Managing your balance

When your card expires

Redemption

Liability

Altering these Terms and Conditions

Closure rights

Ending this agreement

General

Payment services information

Complaints and how to contact us

FEE INFORMATION DOCUMENTS

SUMMARY BOX

Terms of Use

Using the website

Website Content

Cookies

Third Party Links

Linking to the website

Our liability

Changes to these Terms of Use

Governing law

Privacy Notice

Complaints

Complaints procedure

Getting in Touch

Resolving Your Complaints

If you're still unhappy

Option One: Contact Us Again

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

Complaints data

Definition

Definition

Definition

Definition

Definition

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Definition

Information about the U Account

1. Information about how to open a U Account

2. Information about account services

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

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

Information about operational and security incidents

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