Frequently Asked Questions

There are some merchants that are restricted and your QIB (UK) debit card cannot be used for any of the following:

  • purchasing goods/services at drinking places, bars, taverns, cocktail lounges;
  • purchasing goods at alcohol stores;
  • purchasing dating/escort services;
  • betting (lottery tickets, casino gaming chips, off-track betting & wagers)

You must comply with all laws and regulations in respect of making transactions with the card as applicable in the country of use.

Your debit card must be activated using the mobile telephone number you provided to QIB (UK) when you applied for your card. Using this mobile, you need to send an SMS text message to +447797800035 to activate your card and to receive your PIN.

The SMS will need to be formatted as follows:

QIBUK(space)PINACT(space)your 6 digit access code(space)last 4 digits of your debit card.

So if your 6 digit access code is 123456 and the last four digits of your card are 3333 then your text would read as:

QIBUK PINACT 123456 3333

You will then receive an SMS confirming the card has been activated and providing your PIN.

If you have any problems activating your card or receiving your PIN, please call our customer services team on +44 (0)207 248 3790, 24 hours a day.

Yes, you can change your PIN to something more memorable at most MasterCard® compatible ATMs within Europe by following the onscreen instructions, subject to the relevant ATM provider offering this service.

What if I have forgotten my PIN?
Your debit card provides you with the ability to receive information regarding your card/ account via SMS.
Using the mobile telephone number you provided to QIB (UK), you need to send an SMS text message to +447797800035 requesting a reminder of your PIN.

The SMS will need to be formatted as follows:
QIBUK(space)PIN(space)your 6 digit access code(space)last 4 digits of your debit card.
So if your 6 digit access code is 123456 and the last four digits of your card are 3333 then your text would read as shown in the example below:
QIBUK PIN 123456 3333
You will then receive an SMS confirming your PIN.

If you have any problems retrieving your PIN, please call our customer services team on +44 (0)207 248 3790, 24 hours a day.

If you are attempting to pay with your debit card for an amount that exceeds your account balance, the payment request will be automatically declined. In the event a cheque is drawn on your account or a direct debit is claimed and there are insufficient funds, we may return them unpaid and there may be charges incurred. Please refer to the Standard Bank Tariff table for further details of our charges.

The debit card Access Code is an automatically generated number which enables you to securely access details regarding your card either via the SMS service or by contacting our Customer Services team on +44 (0)207 248 3790. Please keep this number safe and do not share it with anyone.

No, the code is automatically generated and cannot be amended.

If you have forgotten your Access Code, you can call our customer services team on +44 (0)207 248 3790, 24 hours a day, and they will be happy to send the number by SMS to the mobile telephone number that you provided to us when you applied for your card.

Details of the maximum daily amount you can withdraw from an ATM will have been advised on the letter sent with your card and in your QIB (UK) Debit Card Conditions. The QIB (UK) ATM will permit you to withdraw the maximum amount, however other cash machines may be limited to maximum transaction amounts that are below your daily limit and will mean that you may have to make multiple transactions or use various machines.

Details of the maximum daily spend transaction limit will have been advised on the letter sent with your card and in your QIB (UK) Debit Card Conditions.

A replacement card will automatically be issued to you within the 60 days prior to the expiry date of your existing card. If, however, a replacement card has not been received or your card has become damaged and needs replacing, please contact your Relationship Manager or alternatively please call our customer services team on +44 (0)207 248 3790, who are available 24 hours a day.

No, debit cards are issued only on application and only to QIB (UK) Current account holders. If you wish to add an additional account holder please contact your Relationship Manager.

Please write to us advising us of your new address at:
43 Grosvenor Street,
London,
W1K 3HL

Please ensure that you provide your account number and sign the letter.

QIB (UK) take the protection of your personal data very seriously and for your security, we need written notice, signed and dated by you, to change personal details on your account.

Your QIB (UK) Debit Card provides the ability to obtain information regarding your card/account via SMS.

You are responsible for the security of your mobile telephone and you must take all reasonable precautions to prevent anyone else from accessing your confidential information, including using all security features available on your mobile telephone (including any SIM card personal identification number) and keeping your mobile telephone safe at all times and not leaving it unattended in a place accessible to anyone else who you would not wish to see your account information.

You must inform Customer Services immediately on +44 (0) 207 248 3790, if:

  • your mobile telephone is lost or stolen;
  • you know or suspect that someone else knows your SIM card personal identification number or otherwise has access to your SMS messages; or
  • your mobile telephone number changes or your contract with your mobile network operator ends.

If you know or suspect your Card is lost or stolen, you must immediately contact Customer Services on +44 (0) 207 248 3790.

A replacement card will be available in the QIB (UK) branch to collect within 5 days or alternatively we can then arrange for the card to be sent to your residential address.

Once you have signed and activated your card you can start to use your debit card straight away. When you receive your Card you must sign the signature strip on the back of the Card immediately and activate it. Instructions on how to activate your Card will be provided with your Card. You will automatically receive your PIN by SMS as part of the activation process. If you experience any difficulties in activating your Card or retrieving your PIN, please call Customer Services +44 (0) 207 248 3790

You must keep your Card, PIN and any other security details safe and not let anyone else use them.

We will never ask you for your PIN and you should never reveal it to anyone. If you write down your PIN number, you should keep it in a suitably safe place and separate from your Card.

You can change your PIN to something more memorable at most MasterCard® compatible ATMs within Europe by following the onscreen instructions, subject to the relevant ATM provider offering this service.

For security reasons, your Card PIN may be disabled by us if you enter your PIN incorrectly. To unblock your PIN, you will need to: - visit an ATM which offers the Unlock PIN function and follow the onscreen instructions (please note that most ATMs in the UK offer this function; however, the availability of this function at other ATMs in Europe or elsewhere varies); OR - call Customer Services on +44 (0) 207 248 3790.

We also recommend that you check the balance and transactions on your Account regularly. You can do this via SMS service or by calling Customer Services or by checking your bank statements.

For security purposes, you should also notify us if you will be using your debit card outside of the UK.

You must tell us immediately if you notice transactions that you do not recognise or that you know were unauthorised.

Call our customer services team on +44 (0)207 248 3790, 24 hours a day.

We recommend that you check the balance and transactions on your Account regularly. You can do this via SMS service or by calling Customer Services or by checking your bank statements.

An IBAN or International Bank Account Number is your bank account number in a standard, internationally recognised format. Used with your Bank Identifier Code (BIC) they help international payments to be processed automatically, making them faster, safer and cheaper.

Your IBAN and BIC can be found on your bank statement.

Business Hours are Monday to Friday 09:00 – 17:00, excluding UK bank and other public holidays

We try hard to offer great products and excellent service, but sometimes things can go wrong. If you have any reason at all to complain, and whether you choose to complain by phone, by email, in branch or in writing, we will do our very best to put things right. If we can’t resolve your complaint immediately we will make sure you have the contact details of the person or team dealing with it.

You can let us know by:

Calling us or visiting us

You can contact your Relationship Manager or call us during business hours on 0207 268 7200. If you are calling from outside the UK, call us on +44 207 268 7200.

If you prefer to visit in person we are always happy to see you – even if it is to complain.

Write to us If you feel more comfortable writing your complaint down you can write to us at:
Customer Complaints
QIB (UK)
43 Grosvenor Street
London
W1K 3HL
or Email us at: complaints@QIB-UK.com

For us to resolve your complaint as quickly as possible, please include the following information in your letter/email:

Your account details – this helps us to find the account you are complaining about As much information about the complaint as you feel able to give Are there any particular actions you wish us to take to resolve your complaint? If so, please include them

We will contact you by phone once we receive your letter, so please also tell us the best telephone number and the best time to contact you.

The Financial Conduct Authority (FCA) gives us eight weeks to resolve complaints but we will always try to resolve your complaint well before this deadline.

If we don't manage to resolve the complaint within five working days we will write to give you an update and let you know when you can expect a full response.

We'll also let you know the name and contact details of the person or specialised team dealing with your case.
Once the complaint has been investigated (we may call you for more details) we will issue a Final Response to your complaint.

If you're still not happy:

QIB (UK) is a member of the Financial Ombudsman Service, which offers an independent review service. If you're unhappy with our Final Response, you can ask the Financial Ombudsman Service to look at your case for free.

If you have a problem with your agreement, please try to resolve it with us first. If you do not take up your problem with us first you will not be entitled to complain to the Ombudsman.

How to contact the Ombudsman:

Financial Ombudsman Service
Exchange Tower
London
E14 9SR
Free phone: 0800 023 4567
Low-cost phone: 0300 123 9123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

QIB (UK) plc is a member of the Financial Services Compensation Scheme (FSCS).

Deposits made with QIB (UK) are covered by the FSCS. The scheme covers up to £85,000 of each eligible depositor’s deposit with the Bank.

Most depositors are eligible, including individuals, sole traders and small firms. Some types of organisation, such as large companies, are not covered.More details on the types of person and other entities who are and are not covered, and how eligible claims are calculated, can be found on the FSCS website www.fscs.org.uk

Contactless is a new payment function for transactions of up to £30 in the UK (please note that the contactless transaction limits vary in other countries). You can pay for your goods at checkout simply by holding your card in front of a contactless card-reader. All QIB (UK) MasterCard® Debit Cards have contactless technology and you can use the contactless method of paying.

The current contactless transaction limit in the UK is £30. This limit is not set by us and may change from time to time.

The contactless transaction limit of £30 also varies in other countries. For example, the equivalent limit is €25 (£18) in France

It's quick, convenient and saves you time. There's no need to rummage around for the right amount of change, or enter your PIN for most of your contactless transactions.

Your contactless card has the same anti-fraud protection as regular 'Chip & PIN' cards. If your card is lost or stolen, your card has protection against fraudulent use loss, provided that you inform us as soon as you realise your card is missing. For added protection, you will occasionally be asked to enter your PIN when making a payment and your PIN will always be needed for payments of over £30.

Retailers who accept contactless payments will display the contactless symbol, so look out for it wherever you shop. Over 120,000 card readers in the UK already accept contactless payments and this number is growing all the time. You can also now use your contactless card to pay for journeys on TfL buses, London Underground, London trams, Docklands Light Railway, London Overground and national rail services. You simply need to touch your card on the yellow reader as you board your chosen method of transport - there is no need to buy a physical ticket or key in a PIN.

No. Your card has to be extremely close to the reader - typically between two and four centimetres - and the retailer must have first entered the amount for you to approve.

For transactions over the contactless limit (currently £30 in the UK), the retailer will need you to make purchases by inserting your card into the card reader and entering your PIN or by swiping your card and providing a signature.

If you are paying for something in a shop, restaurant, or business that has a contactless reader, all you need to do is hold your contactless card over the reader to pay. If the price is under £30 (the contactless transaction limit currently applicable in the UK), you don't need to even enter your PIN.

The first time you use your contactless card for a transaction, you'll need to enter your PIN. Once you've done that, all future transactions can be contactless. You need to hold your card very close to the reader (around 2 – 4 centimetres) for it to work. If the price of the transaction is over £30, you will need to key in your PIN as normal.

For added security, every now and again you might be asked to enter your PIN for transactions under £30. This is likely to happen if you make several contactless transactions in a row.

QIB UK will not charge you for using your Debit Card in any UK ATM. This is a standard message that appears, as some banks may choose to charge their customers for this service, but QIB UK does not.

The QIB (UK)debit card is issued by R. Raphael & Sons plc, pursuant to license by MasterCard International Incorporated. MasterCard® is a registered trademark of MasterCard International Inc. Raphaels Bank is a UK Bank authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (registration number 161302) and is permitted to issue e-money. Head office and registered office at 19-21 Shaftesbury Ave, London W1D 7ED, company registration number 01288938.