FREQUENTLY ASKED QUESTIONS
How long does it take to switch your account?
If you use the Current Account Switch Service that we provide your account will be fully switched in 7 working days.
How do I switch my account to an Acorn Account®?
Switching your account to an Acorn Account® has never been easier by using the Current Account Switch Service. We can switch all your Direct Debits, standing orders and wages/benefits. In order to switch your account call us on 0871 811 1881 (Calls cost 11p per minute, plus your phone company's access charge) and we will switch this over the phone.
Does everything on my old account get switched to my new account?
No, recurring payments, also known as continuous payment authorities are not part of the guarantee. These are set up using your debit card details, rather than your account number and sort code, and are often used for telecoms bills, gym membership and payday loan repayments. So if you switch to an Acorn Account®, you'll need to let the companies concerned know your new card details.
What happens to any debit card transactions that I have asked my old bank to stop?
The Current Account Switch Service should not interfere with this process and any debit card transactions that you have asked your bank to stop should remain so after your switch.
Can I prevent my new account details being given to someone who sends one-off payments to my old account?
You may be able to transfer your payments to your new bank without redirecting payments from your old account, and you should discuss this requirement with your new bank.
If you are not a bank, what are you?
We are an Authorised Payment Institution (API), authorised and regulated by the FCA. We are able to operate as such under the Payment Services Regulations. The key operational difference is that we are not licensed to use the customer's money for any purpose. We do not lend it to other customers or use it in any way. Instead, it is kept as segmented funds with our bankers. There are many other constitutional differences between a Bank and an API, such as different "Conduct of Business" and capital adequacy rules.
Is my money protected by the FSCS?
No, as we are not a Bank, your money is not protected by the FSCS. Instead your money is held with our bankers. This means that if something happens to Acorn Account, your money is already separate. Any money on your card is held by Wirecard Card Solutions Ltd.
I have a bad credit history; can I still get a current account?
Yes, you can. You can get an Acorn Account, regardless of your credit history. We don't make any credit checks*, we can help you make a fresh start.
Can I apply online?
Yes, you can. Simply click here to complete our online application form. If you have any problems, or require some assistance, please telephone 0844 846 5119 (Calls cost 7p per minute, plus your phone company's access charge.) and one of our advisors will guide you through the process.
Can I get my salary/wages paid into my account directly?
Yes you can. It couldn't be simpler to get your wages paid into your account, simply sign the pre printed wages mandate (enclosed in your welcome pack) and hand over to your employer or payroll department. This will mean that your wages, whether you are paid daily, weekly or monthly are paid directly into your Billing Account.
How can I withdraw cash?
You can withdraw cash from most cash machines (ATMs) that display the MasterCard Acceptance Mark using your card and PIN. There is a maximum daily cash withdrawal limit of £450 from cash machines (ATMs).
It is also possible to withdraw cash over the counter at any high street bank, up to a maximum of £2,000 per day. To use this service you will need to present your card along with photo identification.
You can also get cash back from some retailers who offer this service.
How much does the Acorn Account current account cost?
For just £14.50 per month you get a current account that allows you to manage your finances easily and hassle free. You'll get access to our online account access system and access to our account management team who are just a phone call away. You also get the added convenience of an Acorn Account Debit MasterCard card, so you can use it to shop or withdraw money at home or abroad. You can add a 2nd person to an Acorn account at any time for an additional £5 per month, the balance is shared between both cards. If there are insufficient funds in your Billing Account to cover a standing order or direct debit that you have set up, we will notify you by text 5 working days in advance. If there are still insufficient funds to make the payment 2 working days before it is due to be paid, we will text you again and notify you that we have not made the payment. If there are insufficient funds in your Billing Account to cover a direct debit we will notify you by text on the day the direct debit is due to be paid. We will keep trying to pay the direct debit up until 5pm so you will have until that time to deposit cleared funds into your Billing Account for the direct debit to be processed. The text alerts are free (network charges may apply) helping you manage your money for no extra cost. There is no account opening fee, you just pay the monthly fee in advance.
Please see our Summary Box for fees that apply to the card.
How can I check my balance? Do you send paper statements?
You can check your balance 24 hours a day, 7 days a week using our online banking facility, click here to log in. You can view your statement online or print for safe keeping. You can also check your balance by telephoning your personal account manager on 0871 811 1884 (calls cost 11p per minute, plus your phone company's access charge), and they'll let you know your balance and inform you of any upcoming debits from your account. If you have registered your mobile phone number with us, you can also check your balance by sending a text to 60777 containing the word "BALANCE". You will be charged your standard network rate for sending the text request to us, and £0.15 by us for sending the text back to you.
Can I apply if I'm self employed?
Yes, you can apply whatever your circumstances. We accept applications from the employed, self employed and unemployed. As we perform no credit checks*, you can still be accepted for an Acorn account even if you have had CCJs or defaults in the past. We will also accept applications where the High Street banks may have turned you down due to bankruptcy etc.
Do you provide online account management?
Yes, you will be sent a password separately which will allow you to log in to your own account management centre 24 hours a day, 7 days per week. Using the online banking facility you will be able to check balances and view statements, order a second card, authorise and amend direct debits, set up and amend standing orders, pay your bills via our Faster Payment service, set up your texting alerts and amend your personal details.
Do you pay interest?
No, we are unable to pay interest on any funds credited to us.
Do you offer cheque books and overdrafts?
No. Acorn Account is a managed banking facility and we believe that these things would make management of your finances more difficult. Our aim is to help you take control of your finances through the use of separate facilities for bills (Billing Account) and spending (Card).
Do you offer Direct Debits?
Yes we do. All you need to do is give your account details to the company you wish to set up a direct debit with they will take care of the rest. You can manage all your direct debits when you log onto your online banking.
How do I pay a bill/transfer money?
You can pay bills from your account by Direct Debit, Standing Order or same day/next day Faster Payment, either by using your online banking or by telephoning the call centre (please see opening times).
Simply give your sort code and account number to the company you wish to pay. You can view your active & cancelled Direct Debits on your internet banking.
In order to set up a Standing Order on your account you'll need the sort code and the account number of the organisation you're paying. Sometimes they'll also require you to have a reference number.
Electronic Bank Transfer
You can transfer funds out of your account to any other UK bank account via Faster Payment*. Please see the cut-off times for this service below.
|Same Day Faster Payments||Received at Beneficiary Bank|
|Monday to Friday before 16:30**||Same day|
|Next Day Faster Payments||Received at Beneficiary Bank|
|Monday to Friday before 16:30**||Next day|
*Some banks only accept BACS payments. These take 3 working days
**If you affect a Same Day Faster Payment after 16:30 Monday to Friday, it will be received at the beneficiary bank the next day. If you affect a Next Day Faster Payment after 16:30 Monday to Friday, it will be received at the beneficiary bank the day after next.
Where is my money kept - is it safe? **
Yes, your money in your billing account is held completely securely with our Bankers. The maximum balance you can have in your Billing Account is £50,000. Funds held on the card (maximum balance of £5,000) are held with Wirecard. Acorn Account is committed to providing the utmost in security and customer service.
How do I deposit cash or cheques?
You can deposit cash or cheques using only the bank giro forms provided by us. You will need to deposit these at any Barclays branch by using the completed form. Please refer to our terms and conditions for details of the cheque clearing rules. We do not accept cheques payable to a third party and endorsed in your favour. You can only use the giros we provide to pay in cash only at the Post Office.
Can I transfer money in from my Paypal account?
Yes. The Acorn current account can be used in conjunction with your Paypal account. Please click here to download a PDF document which provides the instructions. If you have any difficulties our customer services staff will be happy to help you, please Contact Us for assistance.
What are your opening times?
We are open:
Mon to Fri 8.30am - 7.00pm
Sat 9.30am - 1.00pm
Do I have an IBAN or SWIFT code?
IBAN stands for International Bank Account Number, which you can use when making or receiving international payments.
Your IBAN doesn't replace your sort code & account number - it's an additional number that contains extra information to help overseas banks identify your account for payments.
A SWIFT code (or SWIFTBIC, as it's sometimes known) is a code that helps overseas banks identify which bank to send money to. For example, if an overseas bank is sending to a payment to your CardOneBanking account, they'll need to know our SWIFT code.
Your IBAN & SWIFT number is displayed in the log-in area of your online access.