Dealing with the unexpected
Our Relationship Managers are here to support you in sorting out your finances or achieving your financial goals.
Major life event (bereavement, other life events)
Our Relationship Managers are trained to support you when dealing with death of a loved one, relationship, employment, and financial changes.
Disability or physical/mental health condition
Our Relationship Managers can support you in person or on the phone.
How to contact us
Please visit our website or call our main office on +44 (0) 20 7268 7200.
A debit card is a payment card that allows you to make transactions online and in shops for any number of goods and services, and takes payment directly from your bank account.
With a QIB (UK) Mastercard® debit card, you can use your card worldwide, wherever you see Mastercard Acceptance Mark:
Book or buy online, in shops or over the phone.
Take out money from any ATM in the UK or around the world.
Call our customer services team on +44 (0)207 248 3790, 24 hours a day, if you have a problem using your QIB (UK) Mastercard® debit card.
QIB (UK) Mastercard® card is issued by PSI-Pay Ltd pursuant to a license by Mastercard International Incorporated. Mastercard is a registered trademark, and the circles design is a trademark of Mastercard International Incorporated.
Where there is the mention of your Debit Card or Card in the FAQ’s, it always refers to your QIB (UK) Mastercard® Debit Card
The card is accepted locally and internationally in over millions of electronic selling points and ATMs in banks, airports, and retailers worldwide, where the Mastercard® logo is displayed.
There are some merchants that are restricted and your QIB (UK) debit card cannot be used for any of the following:
- 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.
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.
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.
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.
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.
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.
Even though we have an obligation to resolve complaints in eight weeks we will try to do so as quickly
as possible and before such deadline.
If we are unable to resolve your complaint within three working days our Complaints Manager will
contact you in writing to give you an update and let you know when you can expect a full response
from us.
Once the complaint has been investigated, we will issue a Final Response to your complaint.
See detailed Complaint process steps below where timeline of complaint resolution is defined:
– If we are unable to resolve your complaint at the point of contact or if you have complained via post or email, we will acknowledge your Complaint promptly in writing
– Where complaint has been resolved within 3 business days, we will issue a Summary Resolution Communication to you. This communication will detail investigation steps, the outcome of your complaint and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
– Where your complaint relates to EMD/PSD (E-Money Laundering Directive/ Payment Services Directive), we will aim to resolve your complaint within 15 business days (where it is not possible due to exceptional circumstances, we will provide you with an update and aim to resolve within 35 business days maximum)
– Where your compliant is not around EMD/PSD, we will provide you with a compliant resolution update within 4 weeks
– Final Response Letter will be sent you within 8 weeks. This letter will detail investigation steps, the outcome of your complaint and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
– In an unlikely scenario, where we are not in a position to fully resolve your complaint in that timeframe, we will send you written communication before 8 weeks have passed. Should this occur, this letter will detail investigation steps and information about your right to refer your complaint to Financial Ombudsman Service. See section “If you’re still not happy” below
– All complaints will be handled in accordance with QIB (UK) policy and procedure
If you’re still not happy
If we are unable to resolve your complaint, you may contact the Financial Ombudsman Service which
offers an independent review service within 6 months from the day that you have received Final Response Letter, Summary Resolution Communication or other letter explaining why we can’t resolve your complaint:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange
London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123
From outside the UK: +44 20 7964 0500
Online complaint form available at Financial Ombudsman Service Website: https://www.financial-ombudsman.org.uk/contact/index.html
Contactless is a new payment function for transactions of up to £45 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 £45. This limit is not set by us and may change from time to time.
The contactless transaction limit of £45 also varies in other countries. For example, the equivalent limit is €50 in France.
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 £45.
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 £45 (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 £45, 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 £45. This is likely to happen if you make several contactless transactions in a row.