Frequently Asked Questions

The Ramsdens Click & Collect Travel Money service is available at all Ramsdens branches except Whitby.

Please check our Order and Collection Timetable for more details on ordering and collection times.

• Royal Mail deliver by 5:30pm the next working day in the following postcode areas:
  • AB30 - 39, 41 - 45, 51 - 56
  • HS1, 3 - 9
  • IV21 - 28, 40 - 49, 51 - 56
  • KA27, 28
  • KW1 - 3, 5 - 15
  • KW16 Stromness Town only
  • PA20 (0&9)
  • PA28 - 38, 41 - 49, 76, 77
  • PH15, 17 - 26, 31 - 40, 49, 50
  • ZE1

• Royal Mail delivery within two working days by 5:30pm to the following postcode areas:
  • HS2
  • IM, JE
  • PA60 - 75, 78
  • ZE2, 3

• Royal Mail deliver within three working days by 5:30pm to the following postcode areas:
  • KW16 - non Town
  • KW17
  • PH30, 41 - 44

• We use Royal Mail Special Delivery to deliver your order. This is a fully insured service that requires a signature. If you're not at home to sign for your order, it will be taken back to your local Royal Mail delivery office and a 'Whilst you were out’ card will be left informing you where the envelope is. Once the card has been left you can either collect your order from your local delivery office or arrange re-delivery for when you are at home.
• When ordering for Home Delivery we recommend you leave at least 48 hours before you travel to guarantee you receive your travel money in time, as from time to time there can be delays (such as postal strikes for example).

• Delivery costs for deliveries Mon – Sat are as follows
  • For order values up to £299.99 - £7.49
  • For order values between £300 and £499.99 - £4.99
  • For order values between £500 and £999.99 - £2.99
  • For orders over £1,000 delivery is FREE

• Home delivery of a Ramsdens Multi Currency Card is FREE
• There is no delivery cost for Click & Collect

Click & Collect Orders

Specific denominations should be requested when your order is placed, either by contacting your requested collection branch or by replying back to the confirmation email you receive. Whilst you can request specific denominations, we can’t guarantee them as this depends on current stock levels.

Home Delivery Orders

Due to Home Delivery orders being dispatched directly from our supplier, we are unable to request specific denominations for this order type.

• You can return any unsold currency notes to any of our branches and we will purchase it from you at the prevailing rate on the date of return.
• Or for a small fee of £4.99 you can purchase our Buy Back Guarantee which will allow you sell back up to 30% of your leftover Travel Money notes up to a max of £750 currency equivalent at the same rate you purchased it at. Our BBG also offers you a full refund of your travel money purchase if your holiday is cancelled within 7 days of collecting your currency. For more information on our Buy Back Guarantee service click here.

• If you bought the card at a Ramsdens store, click on the link for ‘Register Your Card’ and simply follow the instructions on the screen. You will need your full 16-digit card to register for My Account.
• If you bought your card online, it is already set up on My Account. Simply use the email address you provided when you bought the card, plus the password you created during the purchase process, to log in to My Account and manage your card easily online.

• Top up as little as £50 whenever you want using our app, all from the comfort of your own home or where ever in the world you have a Wi-Fi signal!
• The maximum top up via our app is £2,500 (or currency equivalent) per reload
• The maximum branch and online top up limit is £5,000 or currency equivalent.

• Contact our Global Assistance Call Centre 24/7
• Calling from the UK: Freephone 0800 028 2437
• Calling from abroad: +44 207 026 9011 (Standard network charges will be applied)

• Phone number if calling from the UK - 0800 028 2437
• Phone number if calling from abroad - +44 207 026 9011

• It is recommended that you check your transaction history and card balance at least once a month. You can do this online, once you have registered your card on My Account or using the mobile app.
• If you have any queries about your Multi Currency Card balance or you notice a card transaction that you do not recognise, please notify Card Services as soon as possible and in any event within thirteen (13) months of the transaction debit date. They will be happy to check and confirm the transaction details for you.
• If there is a transaction which is not correct, Card Services can start the dispute process on your behalf and may request you to provide additional written information concerning any unrecognised transaction, or to complete a dispute form. Please help them to assist you by providing as much information as you can.

To raise a new complaint:

In the first instance please contact our Card Services Team by telephone on 0800 028 2437 or if abroad +44 207 026 9011. This team will try to resolve your concerns over the phone in a timely manner. Alternatively, you can e-mail your complaint to [email protected] or put it in writing to:

The Complaints Team, Access House, Cygnet Road, Hampton, Peterborough, PE7 8FJ

To help us resolve your issues as quickly as possible when you contact us, please provide us with as much relevant information as possible, including:

• Your card number (If you write to us for security reasons please do not include your full card number. The card number should always be supplied by providing the first six and last four digits only, as follows 123456******7890.) 
• Your name, Your address and Your contact telephone number 
• Clear details of your complaint 
• What you would like us to do to resolve matters.

Complaints Procedure

When we receive a complaint, we aim to resolve your issues fairly and promptly. Where possible we will endeavour to resolve your issues as soon as reasonably possible. If we need more time to investigate your complaint, we will send you an acknowledgement letter and we will keep you updated on our progress throughout our investigation.

If you are not satisfied with our final response you can refer the matter to the Financial Ombudsman Service which provides an independent review service for unresolved complaints that is free to customers.

They can be contacted in the following ways:

Write: Financial Ombudsman Service, Exchange Tower, London, E14 9SR

Telephone: 0800 023 4 567 / 0300 123 9 123 or +442079640500 (from outside the UK)

E-mail: [email protected] Website: http://financial-ombudsman.org.uk/

• It’s a really simple process to add a card to your Google wallet.
• After you have registered your Multi Currency Card within the Ramsdens mobile app, it will prompt you to add your Multi Currency Card to your Google wallet through a link within the app home screen. Follow the on-screen instructions, they will guide you through the rest of the process.

• Not quite yet. Using your Multi Currency Card to pay for things from your Google Wallet is now live, but you are currently unable to add currency to it through Google Pay.
• The Ramsdens Multi Currency Card mobile app still offers the fastest way to add funds to your Multi Currency Card, where we can accept all major credit and debit cards. After registering your card and logging in, just hit the ‘top up’ button and follow the simple steps to add funds.
• We are working hard on adding this enhancement as we know how helpful it will be, we expect to have this live shortly.

• You can use it to pay using any available currency loaded on your Multi Currency Card.
• In the same way that your Multi Currency Card works, Google Pay will automatically select the correct currency when the currency type and funds are available on your Multi Currency Card. If the correct currency funds are not available, then payment will be taken in priority order from your Multi Currency Card to fund the spend (the order is GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, SEK, JPY, THB, HKD, SGD). Additional charges may be incurred if this happens, see full details on fees and limits here.

• Just log into your Google account and use the ‘Find My Phone’ process to lock your phone and, if you choose, you can also delete your data at this point. This will stop the phone from being able to use Google Pay.
• If you’re concerned about your Multi Currency Card, please log into your Ramsdens Multi Currency Card My Account area, where you can suspend your card quickly and easily.
• Log in and tap ‘card settings’.
• Click on the button named ‘suspend card’, you’ll need to confirm this by hitting a second button also named ‘suspend card’.
• After a few seconds you should see ‘Card Status: SUSPENDED’ When you see this, your card has been temporarily frozen. It will stay that way until you unsuspend it, following the same instructions.
• If you don’t have access to the My Account area, you can contact our Card Services team on 0800 028 2437 who will be able to assist you, or if abroad phone +44 207 026 9011.

• There are a few countries and geographical regions where it’s not possible to use your Ramsdens Multi Currency Card. If you attempt to withdraw cash from an ATM or use your card at merchants in any of these countries or geographical regions your request will be declined. The countries and geographical regions currently affected are: Iran, North Korea, Sudan, Syria, Crimea, Donestsk, Luhansk and Russia.
• The Multi Currency Card may not be used for money transfers (i.e., the sending of funds to a third party) or for accessing money transfer services, or to access or purchase goods from adult or gambling locations or internet sites and must not be used for any unlawful activity. You must comply with all laws and regulations (including any foreign exchange controls) in respect of the card in the country of purchase and/or use.

• You can use your Multi Currency Card to shop online (within the limits and restrictions of your card) from any merchant that accepts Mastercard Prepaid.
• By using your Multi Currency Cash Passport in the currency that the online site trades in (if it is one of the Currencies on your card), you know exactly what your purchase will cost and the exchange rate used. For your safety, you may be asked to provide the security code that's printed on the signature strip on the back of the card.

• The great flexibility and added functionality of Multi Currency Card means that as long as you have more than one Currency loaded, the Card will automatically select the next available Currency, in the following order: GBP, EUR, USD, AUD, CAD, NZD, ZAR, TRY, CHF, AED, MXN, PLN, CZK, SEK, JPY, THB, HKD, SGD. The search will automatically begin from British Pounds Sterling.
• If you have insufficient funds of the currency you need, or you do not have the funds in the currency of the country you are visiting on your card at all, you can still use it to make a payment. The Multi Currency Card will automatically convert the amount of the transaction from local currency into the currency (-ies) available on your card, in the order described above, at an exchange rate determined by Mastercard on the day the transaction is processed, increased by a percentage determined by us (see the Fees and Limits section within the Terms & Conditions for more details).

• When using your card at some merchants (see table below), you may be required to have an available card balance greater than the value of the transaction you wish to make. This is because: (i) a merchant may request more funds than you initially authorised to cover the amount of the transaction (e.g. the meal or bar bill) plus an additional gratuity, tip or service charge agreed by you; or (ii) in the case of an automated fuel pump transaction, to ensure there are sufficient funds available to cover the final cost of the transaction. The addition of this percentage or fixed amount to the amount of the transaction authorised by the merchant is called ‘tolerance’.
• At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
• At petrol stations tolerance is applied to all automated fuel pump transactions.
• The merchant categories where tolerances apply are listed below.

• If you do not have sufficient funds available in your total available card balance to cover both the value of the transaction plus the tolerance amount, the transaction will be declined.
• For example, you have lunch at a restaurant and the total bill is US$50.00. You only have US$50.00 on your card and there is a 15% tolerance applied to restaurant transactions. If the restaurant tries to charge your card with US$50.00, it will be declined because 15% tolerance is added to the transaction amount and there will be insufficient funds to cover US$57.50 (US$50 + 15% tolerance (US$7.50) = US$57.50).
• Please ensure you remember to take the tolerance amount into account. If you are using your card at one of the merchant types where tolerance is applied, you may be unable to use your card, unless you have enough in your total available card balance to cover the addition of tolerance.
• At bars and restaurants tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
• At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.

• As a merchant may not settle the final bill immediately, tolerance is applied to ensure that there are sufficient funds available when the final bill is settled. The amount authorised by the merchant plus the tolerance percentage or fixed amount is reserved from your available card balance until the merchant settles the final amount (i.e., payment is requested), at which time the exact final amount is debited from your card, or for 7 days, whichever is sooner. If the final settlement amount exceeds the relevant available currency balance on the card, the remaining amount will be funded by converting that amount in the usual wallet order. Please see your card Terms and Conditions for further information on the usual wallet order. The exchange rate used is the rate determined by Mastercard, to be the wholesale rate in effect on the day the transaction is processed by Mastercard plus the foreign exchange fee. Please note that the exchange rate used at the time the transaction is authorised (and the funds are reserved) may be different to the exchange rate used on the day the transaction is settled, however, you will only be charged for the actual and final amount of the transaction you sign for or validate by PIN or contactless.
• As the merchant may not settle (i.e., ask for payment) the final bill within the 7 days and in some cases may take up to 30 days to settle (at which time the funds are debited from your card), we recommend that you check your transaction history regularly via My Account and take this into account, including the tolerance, to ensure you have sufficient funds available for your spending. Typically, a merchant will submit the settlement request within 24 hours of you authorising the transaction.
• At bars and restaurants, tolerances are only applied to transactions authorised by magstripe rather than by chip or contactless.
• At petrol stations, tolerance is applied to all automated fuel pump transactions and the funds held are released immediately once the transaction completes.

• If you would prefer not to keep your card for another trip, you can withdraw your remaining balance (assuming it is within the cash machine's issuing limits) from a cash machine displaying the Mastercard® Acceptance Mark.
• Or, if applicable, you may take your Multi Currency Card (and valid photo ID) back to any Ramsdens branch and they will refund your remaining balance, less any fees. Payment will be in GBP and the exchange rate (if applicable) will be applied by the branch. Please note: our Whitby store is unable to offer this service. Alternatively, you can contact Card Services, and have your balance (less any fees and subject to exchange rates, if applicable) refunded to a UK bank or building society account in the name of the primary cardholder only. Please see your terms and conditions for more information.