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Morses Club Card

Frequently asked questions

How to use the Morses Club Card

Where can I use my Morses Club Card?

You can use your Morses Club Card wherever you see the Visa acceptance mark, including shops, restaurants, ATMs, online and for telephone or TV shopping.

Can I use my Morses Club Card at an ATM?

You can use your card at any ATM that displays the Visa acceptance mark.

How much can I withdraw at an ATM in a day?

£250.00, as long as you have sufficient funds available.

Can I increase the amount I can withdraw at an ATM in a day?

No, it's fixed for all card holders.

Can I use my Morses Club Card to get cash from a bank counter?

No, but you can use it at an ATM.

Is my Morses Club Card like a normal bank debit or credit card?

Your CHIP and PIN card does not offer credit or an overdraft facility, you can only spend the amount loaded onto your card. If you take out an additional loan with Morses Club this can be added to your Club Card, so keep hold of your card as they last up to 3 years. Please speak to your agent if you would like more information on this.

What address should I use when making online and telephone purchas

Always use the address you have registered with us. You can change your address anytime by contacting our Customer Service Team.

Activating and using your Morses Club Card

Does my Morses Club Card work as soon as I get it?

No, when you receive your card you will need to activate it by following the activation instructions provided with the card and online here.

How do I activate my Morses Club Card?

To activate your card online:

  • Log in to the Customer App using your username and password
  • Select 'My Cards' and click 'Activate'
  • Where prompted enter your card number and activation code
  • Follow the instructions to activate your card
  • Alternatively, you can call our 24-hour card services line on 0333 202 3643 to activate your card.

How do I retrieve my PIN?

To retrieve your PIN:

  • Log in to the Customer App, go to the 'My Cards' page and click 'Manage card'. Then select the 'Get PIN' button.
  • Telephone our 24-hour card services line on 0333 202 3643 and follow the instructions. Please have your card and account number handy.

How do I change my PIN?

Changing your PIN can be done easily at most ATMs that display the Visa acceptance mark by selecting the 'Pin Services' option on the screen.

What do I do if I have forgotten my PIN?

To retrieve your PIN:

  • Log in to the Customer App, go to the 'My Cards' page and click 'Manage card' and then select the 'Get PIN' button.
  • Telephone our 24-hour card services line on 0333 202 3643 and follow the instructions. Please have your card and account number handy.

I have blocked my PIN, what should I do?

If you block your PIN in a shop you can unblock it at an ATM machine by selecting the 'PIN Services' option. If you block your PIN at an ATM, please contact our Customer Service Team who will unblock it for you.

Using the Morses Club Customer App

What can I do within the Customer App?

You can view your balance, your recent transactions and previous Morses Club Card statements. You can also activate your Club Card, retrieve your PIN, temporarily block/unblock your card.

How can I get my balance?

You can check your balance using any of the following:

  • Log in to the Customer App, go to the 'My Cards' page. You can then see a full breakdown of your recent transactions and balance.
  • Contacting our Customer Service Team.
  • At an ATM

Why does my online account show a balance and available amount?

The balance on your account is your available funds – the available balance is your balance less any "pending" transactions i.e. any payments you've made which have yet to be debited from your account. The available balance is the amount you have available to spend on your card.

What are pending items?

These are the pre-authorisations. They will remain on your account until we get the transaction confirmation through. This usually takes no more than a couple of days. By looking at the pending items, you can review recent transactions made against your card.

What happens to pending transactions?

The pending transaction will either turn into a confirmed transaction or will be removed automatically within 15 days.

What is a pre-authorisation?

Every transaction starts with a pre-authorisation. This checks that you have funds available on your card to pay the merchant for their services. The actual transaction will come through within a few days. Until that time, the pre-authorised amount will be held on your card.

How do my transactions get authorised?

All transactions go via Visa to us for approval. We respond with a yes or no, depending on the available fund in your account and your account status.

Why are purchases showing in recent items?

The recent items screen shows all confirmed transactions since your last statement. When your next statement is generated, they will be included in that.

How many statements are available for me to view online?

Statements are available to be viewed online for up to 48 months.

A card transaction has been refunded why is it not showing on my account?

It can normally take three to five working days for refunds to be received onto your account. Please contact our Customer Service Team if the refund does not appear on your account after this time.

Your Morses Club Card account information

How often will I receive statements?

You can be notified by email on a daily, weekly or monthly basis depending on your statement requirements. The email will confirm that your online statement is available to view via the Customer App.

Can I receive paper statements?

Yes, paper statements are available on request and are subject to a fee (see the Fees and Limits table in section 32). You can request these by:

  • Logging into the Customer App, and clicking on ‘Statement Orders’.
  • Contacting our Customer Service Team to arrange these being sent to you.

How do I change the details you hold for me?

If your details have changed, please contact our Customer Service Team.

What am I charged for using my card?

There are no everyday fees or charges for using the card. Any other charges for using your card are listed in the Terms & Conditions, (see the Fees and Limits table in Section 32).

How do I cancel my card?

Please contact our Customer Service Team to cancel your card, once your card has been cancelled it can’t be used again and must be destroyed.

If your card is lost or stolen please contact our Customer Service Team and we will temporarily block it for you.

Will my card Terms and Conditions change?

From time to time, we may make some changes to the Terms and Conditions. If we think that a change is significant we will send you an email at least 60 days before making the change, unless a more immediate change is required by law or other valid reason.

Issues using your Morses Club Card

What do I do if my Morses Club Card doesn't work?

First, complete a few simple checks:

  • Check you have sufficient funds
  • Check your card is not damaged
  • Check your card has not expired
  • Ensure your card has not been blocked on your instruction
  • Make sure you are using the correct PIN
  • If you are online or on the phone, check you have entered the card number and other details correctly.
  • Check that Visa is accepted as a method of payment in the place you are trying to use your card

If it still doesn't work, contact our Customer Service Team.

What happens if my card is lost or stolen?

If you lose your card or it is stolen, or you suspect that your card has been used by someone other than you, you must tell us immediately by:

  • Logging into the Customer App, going to the 'My Cards' page and click 'Manage card', Then selecting the 'Report Stolen' or 'Lost Card' button.
  • Contacting our Customer Service Team.

Once you have cancelled your card, please speak to your agent or contact our Customer Service Team. They will be able to issue you a new card which will have the same balance as your old one. To investigate any disputed transaction or misuse of your card we may need more information and assistance from you, please call our 24-hour card services line on 0333 202 3643.

Please note: until you notify us, you are responsible for any transactions made on the card.

How do I contact Customer Services?

Please click here to contact our Customer Service Team.

Complaints

How do I make a complaint?

If you have a complaint about your Morses Club Card, please contact us by one of the following methods:

  • Telephone: 0333 202 3643
  • Email: cardservices@morsesclub.com
  • Post: Card Services, Morses Club, Belmont Wharf, Skipton, North Yorkshire, BD23 1RL

If we are unable to resolve your complaint to your satisfaction within 8 weeks you may contact The Financial Ombudsman Service, Exchange Tower, London E14 9SR. Telephone 0845 0801800 or +44 (0)20 7964 1000 (from outside the UK) and email: enquiries@financial-ombudsman.org.uk