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What is Card Rescue?

If you lose your cards it can be a real inconvenience and hassle. The things you need to get by, gone. Card Rescue turns hassle into help, anxiety into assistance and stress into a sense of relief.

Card Rescue is a membership service that gives you 24/7 assistance to cancel lost cards and sort out replacements for you and up to four additional members registered at your address. One free call to our Emergency Assistance team removes the hassle quickly and easily, leaving you free to get on with things. You can also report the loss of registered cards on the Card Rescue app or by logging on to your Members' Area.

We understand that, without your cards, things can come to a standstill. Which is why Card Rescue is here to get your life moving again.

 

  • 24/7 Emergency assistance

    You can report the loss of registered cards on the Card Rescue app or by logging on to your Members Area. Alternatively, one call support with our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won’t let us cancel cards on your behalf. In these situations, we’ll do everything we can to help

  • Key tag

    We’ll give you a key tag with the Emergency Assistance number for you to attach to your keys.  If you lose them and they are found by a good samaritan who gets in touch with us, we can help reunite you with your missing keys.

  • Additional reassurance

    If you inform us of the loss of any personal documents (e.g. driving licence, passport) along with your cards, we can, if you agree, register your personal details with Cifas to help reduce the risk of your identity being used unlawfully to obtain credit or funds or other products and services in your name.  Cifas is a not for profit organisation, dedicated to the prevention of financial crime in the United Kingdom. Your Cifas registration will last for 24 months and is available to members aged 18 or over. Find out more about Cifas at http://www.cifas.org.uk/

  • Members' area and Mobile App

    As part of your Card Rescue, you also get access to your own Members' area and Card Rescue app where you can manage your membership and report a registered card loss.

  • Add up to FOUR members of your household

    You can include up to FOUR additional members living at the same address on your membership!

  • Do other card loss reporting products/services exist?

    There are other products and services available in the market that provide assistance with cancelling your lost and stolen cards. We recommend that you check whether or not you already have a similar product in place before you go ahead and buy Card Rescue.

    It’s really important that you understand our Card Rescue product in detail so that there are no surprises. We have included all the relevant information in the tabs next to the overview section so that you are able to access this information easily. Please view the Important Information about Card Rescue to read some more detailed information about Card Rescue before you order so that you can make sure that the product is right for you. 


£19.99
1 Year Membership (incl. VAT) 


Important information about Card Rescue

It's really important that you understand our product in detail so that there are no surprises. Please make sure you read the information below before you buy so that you can make sure the product is right for you.

This summary gives you some of the important information you need to know about Card Rescue but does not include all of the details. The full terms and conditions applicable to Card Rescue can be read here on the terms and conditions page and in your membership documents. You should read the full terms and conditions carefully.

  • Who provides Card Rescue?

    Card Rescue is a membership service provided by Card Protection Plan Limited, which is a company registered in England and Wales at Companies House. Our registered office is Holgate Park, Holgate Road, York YO26 4GA and our registered number is 1490503. Our email address is cardrescue@cpp.co.uk. Our VAT number is GB 843 1909 25.

  • What is Card Rescue?

    Card Rescue is for those of us who carry many different credit, debit, store, membership and loyalty cards. If these cards were lost or stolen, it would take time and effort to cancel and replace the cards from the various organisations. We want to remove that hassle and inconvenience to leave you free to get on with things. The main features are:

    • 24/7 Emergency Assistance - Our Emergency Assistance team are available 24/7, 365 days a year to help you
    • One call card cancellation - In one call our Emergency Assistance team can help you cancel lost cards and order replacements
    • Key tag - We will give you a handy tag for your keys and should a good samaritan find your lost keys, they can contact us and we can help reunite you with them as soon as possible
    • Cifas registration - If you tell us you have lost personal documents at the same time you report a card loss or theft to us, if you agree, we will register your personal details with Cifas for 24 months to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services in your name
    • Members’ area – This is where you can manage your membership and register your cards if you wish to speed up the cancellation process. If you don’t register your cards we can still cancel them for you, it just may take a little longer
    • Add up to FOUR extra members of your household – You can include up to four additional members living at the same address!
    • Card Rescue can be used as many times as you need it
  • Service Limitations

    If you only have one card, or cards with one issuer, this product probably isn’t for you as, in the event of loss or theft of your cards you could call to cancel them yourself quite easily.

    • Card Rescue is only available for purchase if you are 18 or over and are resident in the United Kingdom.  (Additional members registered on your membership do not have to be 18 or over)
    • There are a small number of card issuers who won't let us cancel cards on your behalf. In these situations, we'll do everything we can to help
    • We are not responsible for any costs you incur in connection with a card loss or theft, including any amounts which you have to pay for a replacement card, and/or any courier costs associated with delivering an emergency replacement to you
    • Any additional member who you have registered on your membership who is under the age of 18 years will not be able to be registered for or benefit from the Cifas registration feature of the service
  • Total cost of your 12 month membership

    The fee for your 12 month Card Rescue membership is £19.99 (including VAT). This fee covers all aspects of your membership (as described above and on the Overview tab) and there are no hidden extra charges. This fee should be taken from your account within 10 days of purchase.
  • Your membership will last for 12 months from the date of purchase and will renew automatically for further periods of 12 months unless you ask us not to before the next renewal date. We’ll contact you at least 45 days before each renewal date to remind you and we will use this opportunity to notify you of any changes in the membership, including any changes in the fee which will apply for the period leading up to the next renewal date.

    An annual membership fee will be taken within 10 days of each renewal.

  • Getting started

    Your membership is active as soon as you've purchased Card Rescue. Once you’ve purchased your 12 month Card Rescue membership, we'll send you an email and text (if we have your mobile number) with a temporary username and password so you can start using your Members’ area straight away. Your membership documents (including terms and conditions) will be sent to you by email within 5 working days, and if for some reason we can’t contact you by email, we will send the documents out by post.

    Your key tag will be sent to you by post in around 7 working days.

  • Cancellation

    Should you decide you don’t need Card Rescue after all, don’t worry, you will have a 21 day cooling off period from the start date shown in your membership documents during which you can cancel the membership for any reason and we'll give you a refund. You also have a right to cancel your membership for any reason up to 60 days after each renewal date and receive a refund.

    If you choose to cancel your membership outside of the periods set out above, you will not be entitled to a refund. For more details on how cancel see the Card Rescue terms and conditions.

  • Language

    All communications with you and documents we provide to you (including our terms and conditions) will be in English.

More detailed information on Card Rescue can be found in the terms and conditions. Please make sure you read these before you click to purchase Card Rescue.


Card Rescue FAQs

  • Do I need to record my card details after I take out Card Rescue?

    The simple answer is ‘no’ you don’t have to. But it will make things easier if you do, as we will have all the information we need to cancel your cards and order replacements quickly and easily.  

    It's easy to record your card details. You can do this:

    • Online
      Using your Card Rescue Members’ area

    • Smartphone app
      Manage your Card Rescue membership and register cards on the go with the Card Rescue app. Use the buttons below to download the app for your device.

      Please note you can only report the loss of registered cards via the Mobile App and Members’ area.

      Google play store small iOS App Store - Small

      Find out more about the app

    • By phone  
      Call us on0800 077 8479*

  • What do I do if I’m abroad?

    Card Rescue looks after you anywhere in the world. If you ever need us when you’re outside the UK, just call us on +44 1904 637 680 – you can even reverse the charges so the call won’t cost you a penny.

  • How do I report a card loss?

    You can report the loss of your registered cards on the Card Rescue App or by logging on to your Members’ area. Alternatively, one call support with our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won’t let us cancel cards on your behalf. In these situations, we’ll do everything we can to help.

    Please call us now on: 

    0800 077 8479*

    Or if you’re calling from abroad:

    +44 1904 637 680

    (you can reverse the charges so the call won’t cost you a penny)

  • What are the terms and conditions of Card Rescue?

    For full terms and conditions please click here.

  • What is Cifas Registration?

    If you lose personal documents (e.g. driving licence, passport) with your cards, we can, if you agree, register your personal details with Cifas to help reduce the risk of your identity being used unlawfully to obtain credit or funds or other products and services in your name. Cifas is a not for profit membership organisation, dedicated to the prevention of financial crime in the United Kingdom.

    Cifas will place a warning flag (marked ‘Protective Registration’ on the Cifas National Fraud Database) against your name and personal details to indicate that you have been recorded, at your own request, for your protection. This alerts any Cifas Member organisation dealing with applications for a range of products and services that you might be at risk, and that they must undertake additional checks to verify whether or not it’s a genuine application.

    Your Cifas registration will last for 24 months and is available to members aged 18 and over.

  • When will I receive my documents?

    Your membership documents (including terms & conditions) will be sent to you with your Card Rescue Welcome pack email. You will receive this email shortly after placing your order. We will also send this information to you by post within 7 working days.
  • Can I use Card Rescue straight away?

    Your membership starts on the date specified in the membership documents sent to you. If you do want to report a card loss call our Emergency Assistance team on: 0800 077 8479*

  • Can I access the Members’ area straight away?

    Yes! After we send your membership documents by email we'll send you an email or text (if we have your mobile number) with a temporary username and password so you can start using your Members' area straight away. 

  • Can I change my temporary username and password?

    Yes! After we send your membership documents by email, we’ll send you an email or text (if we have your mobile number) with a temporary username and password so you can start using your Members’ area straight away.

  • What is the Card Rescue Members’ area?

    The Card Rescue Members’ area is where you can:

    • Find out more about Card Rescue
    • Add, edit or remove card details
    • Add, edit or remove further members
    • Manage your membership and payment details
    • Report the loss of registered cards.
  • What is the Card Rescue App?

    On the Card Rescue App you can:

    • Report a loss of registered cards
    • Add, edit or remove card details
    • Add, edit or remove further members
    • View your terms and conditions.

    For further information on how to use the App please refer to our how to guide.

  • What if I have problems logging on?

    Call us on one of the numbers on this page and our Emergency Assistance team will get you back on track in a jiffy.

  • Will my contract renew? How long is my contract?

    Your contract will last for an initial period of 12 months from the start date notifed to you and will renew automatically for further periods of 12 months unless you ask us not to before the renewal. We'll contact you at least 45 days before each renewal date to remind you and we will use this opportunity to notify you of any changes in the contract, including any changes in the fee which will apply for the period up to the next renewal date.

    An annual membership fee will be taken within 10 days of each renewal date.

    Please see the cancellation section on the Card Rescue Important Information page for how to cancel your contract. 

  • How many times can I use Card Rescue?

    As many times as you need, we’ll always be there for you!

  • How do I get more key tags?

    You can request additional key tags in your Members’ area or Card Rescue App, or simply contact us and we’ll pop them in the post for you.

  • How do I add additional members?

    Easy, just visit your Members’ area or log onto the Card Rescue App to add additional members (remember they must live at the same address as you), or alternatively call us on:  0800 077 8479*

  • Who can the four other members be?

    Anyone living at the same address as you can be included in your membership.


Terms and conditions

 

BEFORE YOU PLACE YOUR ORDER, YOU SHOULD READ THESE TERMS CAREFULLY AS THEY CONTAIN IMPORTANT INFORMATION ABOUT YOUR ORDER

About these Terms and Conditions

These Terms and Conditions and the Mobile App Terms, (together with our privacy policy, cookies policy and Website terms and conditions (“Terms”) will govern the contract between us for the sale of the Service to you (“Contract”).  Please read these Terms carefully and make sure that you understand them, before ordering the Service. 

Please note that you will be asked to agree to these Terms by ticking the box immediately before you click the “Confirm and buy” button at the end of the Purchase Summary page on the Website.  By clicking this button, you confirm that you accept these Terms.  If you do not agree with these Terms, you will not be able to order the Service.

We may occasionally update these Terms in accordance with section C5 below. You will be provided with a copy of these Terms in the Welcome Pack.

These Terms, and any Contract between us, are only in the English language.

YOUR ATTENTION IS DRAWN IN PARTICULAR TO THE SECTIONS CONCERNING OUR LIABILITY TO YOU (SECTION C2) AND HOW YOU CAN CANCEL YOUR MEMBERSHIP (SECTION A5).

 

Information about us

Your Card Rescue Service is provided by Card Protection Plan Limited, which is a company registered in England and Wales at Companies House. Our registered office is Holgate Park, Holgate Road, York YO26 4GA and our registered number is 01490503.  Our VAT number is GB 843 1909 25. 

You can contact us by email at cardrescue@cpp.co.uk or by telephoning us on 0800 077 8479 (lines open 8am-6pm Mon-Fri and 9am-1pm Sat).  You can also write to us at the following address:

Card Rescue
Card Protection Plan Limited
Holgate Park
York
YO26 4GA.

Definitions

Where the following words are used in these terms and conditions, they will have the meanings shown below:

Card – any card, including credit, charge, cash, cheque, debit, pre-paid, contactless and store cards.

Card Loss - loss by or theft from a Member of a Card during your Membership.

Fee - the amount you pay for your Membership for each Membership Period, as set out on the Website and subsequently, in respect of Fees for renewal of Membership, as set out in each Renewal Pack. 

Helpline – the Card Loss reporting and assistance telephone helpline available as part of the Service and as further described in section B1 below.

Home - the place where you live.

Issuer - the issuers of the Cards.

Key Tag - the key tags containing a unique identification number and our telephone number supplied to each Member by us.

Members – you and each person registered with us in order to benefit from this Service in accordance with section A2.

Members’ Area - the website at www.cardrescue.co.uk/members that is available only to you.

Membership – your Card Rescue membership, which entitles you and up to 4 other Members to use the Service for which you pay the Fee.

Membership Period – each 12 month period of Membership commencing on the Start Date or the Renewal Date as applicable. The Contract will extend automatically for further 12 month periods unless you cancel your Membership following the process set out in section A5 below.

Mobile App – the “Card Rescue” mobile application which is available for download from the appstores detailed on the Members’ Area.

Renewal Date - the renewal date shown in your Welcome Pack and subsequently in your Renewal Pack at the time of each renewal of your Membership.

Renewal Pack – the renewal letter we will send to you before your Renewal Date, in accordance with section A4.

Service - the collection of service features detailed in these terms and conditions collectively known as the Card Rescue service.

Start Date - the start date which is shown in your Welcome Pack or Renewal Pack.

United Kingdom - England, Scotland, Wales and Northern Ireland.

we, us, our, CPP - Card Protection Plan Limited (a company registered in England with number 01490503) whose registered office is at Holgate Park, York, YO26 4GA.

Website – the website at www.cppdirect.co.uk.

Welcome Pack - the pack we send to you by email after you have placed an order to receive the Service from us, confirming that our Contract has been concluded. This will contain a copy of these terms and conditions and will confirm other information relevant to the Service. We will also send you the information by post, and we will arrange for your Key Tag to be sent to you at the same time 

Welcome Pack E-mail – the e-mail sent under section A2:2 containing the Welcome Pack.

you, your - the person who has purchased, and is entitled to use, the Service, whose name appears in the Welcome Pack or Renewal Pack (as applicable). Where ‘you/your’ are used in sections B, C2, C3, C4, C7, C8, C9 and C10 of these terms and conditions this includes the other Members.

Terms and Conditions of Membership

Your Membership and the Contract are subject to the Terms, including any changes made in accordance with section C5 or that we may agree with you from time to time. 

 

A: Card Rescue Membership 

A1: Conditions of Membership and your status

By placing an order through the Website, you agree that:

  1. You are 18 years old or over and you are resident in the United Kingdom and are accessing the Website from it.
  2. You will provide us with full and accurate information in relation to your Membership.
  3. You will give us notice if you change any of the contact details you give us when applying for your Membership and you will tell us as soon as possible by calling us on the relevant number given in your Welcome Pack or Renewal Pack, or using the Members’ Area or Mobile App where applicable.
  4. All of the Members live at the same address, which is Home. 

 

A2: How the Contract is formed between us and who is entitled to use the Service

  1. All orders for the Service from the Website must be placed using the order facility provided on the Website. When you submit an order for the Service, you are offering to purchase the Service from us at the price indicated on the Website. The process is as follows:

    1. select the Service and then proceed to the checkout page;

    2. you will need to insert certain personal information relating to your order;

    3. once you have submitted this information, you will then be asked to insert your payment details so that we may process payment of your Fee;

    4. you will then be taken to the “Purchase Summary” page, which will summarise the key information relating to your order for the Service.  At the end of this section, and before placing your order, you will be asked to tick to: (i) confirm your order; (ii) confirm acceptance of these Terms and Conditions; (iii) confirm that our conditions of Membership have been met; and (iv) request that we begin to provide the Service before the end of the cancellation period referred to in section A5.

    5. Before you submit your order, you will have the opportunity to check and identify whether you have made any input errors.  You may correct those input errors before placing your order.  It is your responsibility to ensure that your order is correct before submitting it to us.  Please ensure that you enter complete and accurate information about you.

  2. Once you place your order, our acceptance of your order will take place as described below:

    1. When you click the “Confirm & buy” button you will be redirected to the order acknowledgement page, which will let you have your temporary membership number. However, please note that your Service will not start until we have accepted your order (see (iii) below).

    2. By submitting an order to us through the Website, and by clicking the “Confirm & buy” button, you confirm that the payment details provided on your order are valid and correct, and that when your order is accepted and processed by us (see sections (iii) to (iv) below for information about how and when a legally binding contract is formed between us), payment will be made in full.  By placing an order, you confirm that you are the person referred to in the billing details.

    3. Acceptance of an order placed by you on the Website and the formation of the Contract between you and us will take place we send you an email that confirms that your order has been accepted (“Welcome Pack E-mail”).  The Contract between us will only be formed when we send the Welcome Pack E-mail.

    4. If we are unable to supply you with the Service (e.g. because of an error in the price on the Website) we will inform you of this, and we will not process your order.  If you have already paid the Fee, we will refund you the full amount as soon as possible, and in any event within 14 days.

    5. ACCEPTANCE BY US OF ANY PAYMENT MADE BY YOU IN CONNECTION WITH THE SERVICE DOES NOT CONSTITUTE OUR ACCEPTANCE OF YOUR ORDER AND A LEGALLY BINDING CONTRACT IS NOT FORMED UNTIL WE SEND THE WELCOME PACK E-MAIL AND WE WILL NOT BE OBLIGED TO SUPPLY THE SERVICE TO YOU UNTIL THEN.

    6. If at any point there are any problems with your order, please contact us using the details set out in the “Information about us” section above or in the Contact Us page on the Website.

  3. The Service may be used by you and up to four other Members.  Except as stated in section A2.3 and B1 below, each Member is entitled to use all the features of the Service. You and each other Member agree that we can release your details and the details of each other Member to you and the other Members (if there is more than one Member entitled to benefit from your Membership in accordance with these terms and conditions) and you agree that we may communicate with you and any other Member, and ask their permission, on behalf of you or the other Members, to:

    • register Cards;
    • report a lost or stolen Card; or
    • make contact with the Card Issuers.

    However, we need permission from you to amend your personal details, including to report a change of address, to change the payment details or cancel the Membership.

  4. Anyone who is under the age of 18 years will not be able to be registered for or benefit from the Cifas registration feature of the Service detailed in sections B2 and C11.

  5. On cancellation or expiry of your Membership, each Member’s rights to and access to the Services will also end immediately on the date that such cancellation or expiry takes effect.

 

A3: Length of Membership and payments 

  1. Except as stated in section A2.4 above, the features of the Service are available to you and the other Members during each Membership Period in return for you paying the Fee to us.  The Fee for the first Membership Period will be taken from your account within 10 days of the date on which you place your order. The Fee for each subsequent Membership Period will be taken from your account within 10 days of the Renewal Date.

  2. We will advise you of the Fee for renewal of your Membership and your Renewal Date at least 45 days before the expiry of your Membership Period.

 

A4: Renewals of Membership and extension of Contract

  1. We will write to you at least 45 days before the Renewal Date to notify you that your Contract with us for your Membership will be automatically extended on the Renewal Date. We will also use this opportunity to notify you of any changes in the Membership before the Renewal Date, including any changes in your Fee, which will apply for the period up to your next Renewal Date.

  2. The Contract will automatically extend and the Membership will be automatically renewed on the Renewal Date unless you contact us before that date and ask us not to.  You may cancel a renewal in accordance with the provisions of section A5.

 

A5: How you cancel your Membership

Your legal right to cancel

  1. You have a legal right to cancel the Contract during the period set out in section A5.2 (“Cancellation Period”) without giving any reason. This means that during the Cancellation Period if you change your mind or decide for any other reason that you do not want to receive or keep the Service, you can notify us of your decision to cancel the Contract and receive a full refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

  2. Your legal right to cancel the Contract starts from the Start Date specified in the Welcome Pack E-mail, which is when the Contract between you and us is formed.  Your deadline for cancelling the Contract in accordance with your legal rights ends at the end of 21 days after the Start Date.

  3. To exercise the right to cancel, you must inform us of your decision to cancel the Contract by a clear statement (e.g. a letter sent by post or e-mail).  You should exercise your right to cancel by contacting us at the address or e-mail address or by telephoning us on the number set out in the “Information about us” section above. You may use the model cancellation form, but it is not obligatory. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail or letter) without delay.

  4. To meet the cancellation deadline, it is sufficient for you to send your communication exercising the right to cancel before the Cancellation Period has expired.

  5. If you exercise this right to cancel within the Cancellation Period, we will make the reimbursement:

    1. without undue delay, and not later than 14 days after the day you inform us of your decision to cancel the Contract; and

    2. using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, and in any event, you will not incur any fees as a result of the reimbursement.

  6. Further information about your legal right to cancel and an explanation of how to exercise it will also be provided in the Welcome Pack.  The model cancellation form will be included in the Welcome Pack.

 

Cancellation after the Cancellation Period 

  1. You also have a right to cancel your Membership at any time during the Membership Period by telephoning or writing to us at the number/address listed in the "Information about us" section above, but if you choose to cancel your Membership after the Cancellation Period (or after the 60 day cancellation period that you are entitled to as provided for in section A5.8 below), you will not be entitled to a refund of any Fee you have already paid to us.

  2. You will also have the right to cancel any renewal of your Membership for a period of 60 days after each Renewal Date. The Fee you have paid for any such renewal Membership Period will be refunded to you in full.

 

A6: How we may cancel your Membership

  1. We have the right to cancel your Membership on written notice to you at any time:

    (a) if you do not pay the Fee on the date it is due; and/or

    (b) if, at any time, any Member:

    1. gives us false information, or withholds from us any important information, in relation to your Membership;

    2. attempts to defraud us or acts dishonestly towards us; or

    3. commits a serious breach of the Terms.

  2. If we decide to cancel your Membership for any of the reasons above, your Membership will end on the date set out in our notice to you.

 

B. Card Rescue Service features

B1: Card cancel and replace

We will provide the Helpline which will be available to you 24 hours a day, 365 days a year in order for you to report a Card Loss to us.

If you (i) are the Member that purchased the Service whose name appears in the Welcome Pack or Renewal Pack and (ii) you have pre-registered your Card(s) with us, you may also report a Card Loss to us by:

  • logging into the Members’ Area and reporting the Card Loss via the “Report a Card Loss” section of the Members’ Area. Please note that your use of the Members’ Area will be governed by the Members’ Area Terms and Conditions (available at https://uk.cppmembers.com/terms-and-conditions); or
  • downloading the Mobile App to your compatible smartphone, tablet or other similar device and reporting the Card Loss by logging into the Mobile App using your Membership details and selecting the Card Loss you wish to report, whilst your device is connected to the internet.

Please note:

  • Your device must be connected to the internet in order to report a Card Loss using the Mobile App and your use of the Mobile App will be governed by the Card Rescue Mobile App Terms. If you are not connected to the internet at the point you wish to report a Card Loss, you will need to report the Card Loss by calling the Helpline or using the Members’ Area.
  • If you attempt to report a Card Loss using the Mobile App and/or Members’ Area, we may:
  • call you using your Membership details to request additional information before we are able to contact the Issuer to report the Card Loss; and/or
  • require you to call the Helpline to confirm that we have contacted the Issuer and asked them to cancel the Card and provide a replacement.

When you report a Card Loss to us, we will contact the Issuer and ask them to cancel the Card and provide a replacement.

 

B2: Protective registration

If you tell us you have lost personal documents at the same time you report a Card Loss to us, if you agree, we will register your personal details with Cifas for 24 months to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services in your name. Cifas is a not-for-profit membership organisation dedicated solely to the prevention of financial crime in the United Kingdom.

We will ask for you to confirm that you would like to register with Cifas prior to registering your personal details with Cifas. Please note that you may be required to accept Cifas’ terms and conditions in order to register your personal details and benefit from this service.

 

B3: Key retrieval

We will provide you with a Key Tag to attach to your keys.

The Key Tag will enable any person who finds your keys, subsequent to them being lost or stolen, to call us. In the event that someone finds your keys and contacts us, we will either let you know where your keys are so that you can collect them or we will arrange for your keys to be returned to us and we will then return the keys to you once we have received them.

 

C. General conditions

C1: Transfer of rights and obligations

  1. Your Membership is non-transferable.  This means that only you, together with any Members, are entitled to the rights given to you under the Contract. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
  2. We may transfer our rights and obligations under the Contract to another organisation, but this will not affect your rights or our obligations under the Contract.
  3. We may engage someone else to perform all or any of our obligations under this contract on our behalf but only to someone who we reasonably believe is capable of performing them properly.  We will write to you to let you know if we do this and we will tell you who is performing our obligations.

 

C2: Our liability to you

  1. Our ability to provide the part of the Service described in section B1 above relies on you and/or any other Member giving us as much accurate information as possible about the Cards that have been lost or stolen, and the Card Issuers accepting and carrying out our request to cancel and replace those Cards.

  2. We are not responsible for any costs that you incur in connection with a Card Loss, including any fees charged by the Card Issuer in connection with lost or stolen Cards, including but not limited to any amounts which you have to pay for a replacement card, and/or any courier costs associated with delivering an emergency replacement card to you.

  3. We only supply the Service for domestic and private use. You agree not to use the Service for any commercial, business or re-sale purpose. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

  4. If we fail to comply with these Terms, we are responsible for loss or damage you and/or any other Member suffer that is a foreseeable result of our breach of these Terms, or our negligence, but we are not responsible for any loss or damage that is not foreseeable.  Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Contract.

  5. We do not in any way exclude our liability (if any) to you and/or any other Member for:

    1. personal injury or death resulting from our negligence;

    2. fraud or fraudulent misrepresentation;

    3. any matter for which it would be illegal for us to exclude or attempt to exclude our liability.

  6. We warrant to you and any other Members that the Service will be provided to you in accordance with the Terms and will be provided with reasonable skill and care.  However, we cannot guarantee that the Website, the Helpline or the Mobile App will be available at all times and will operate uninterrupted and error free but in the event that there any performance issues affecting the Website, Helpline or the Mobile App we will take reasonable steps to limit any interruption to the Service and to resume the provision of the Service as soon as possible.

  7. We will not be liable or responsible for any failure to perform the Service, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control.  An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

  8. If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:

    1. we will contact you as soon as reasonably possible to notify you; and

    2. our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of the Service to you, we will resume performance of the Service as soon as the Event Outside Our Control is over.

  9. NOTHING IN THESE TERMS WILL AFFECT ANY OTHER RIGHTS YOU MAY HAVE IN LAW.  YOU CAN OBTAIN FURTHER INFORMATION ABOUT YOUR LEGAL RIGHTS FROM YOUR LOCAL TRADING STANDARDS OFFICE OR CITIZEN’S ADVICE BUREAU.

 

C3: Other important terms

  1. If we fail to insist that you perform any of your obligations under the Contract or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations.  If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

  2. The Terms are governed by English law. This means a Contract for the purchase of the Service through the Website and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England will have non-exclusive jurisdiction.  However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland or Wales, you may also bring proceedings in Scotland or Wales.

 

C4: Complaints

  1. If you want to make a complaint, please phone us on 0800 077 8479, email us at cardrescue@cpp.co.uk or write to:

    Complaints
    Card Rescue
    Card Protection Plan Limited
    Holgate Park
    York
    YO26 4GA

  2. We will do our best to answer your complaint within five working days. If we have not replied to your complaint by then, we will send you an acknowledgement letter to keep you informed of progress.

 

C5: Changes to these terms and conditions

  1. We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in law, regulation or the requirements of a government or regulatory authority and changes in payment methods.

  2. If we have to revise the Terms as they apply to your order for the Service, we will contact you to give you reasonable advice notice of the changes. If you do not agree with the revised Terms, you will be able to cancel your Contract and receive a refund for any Fees you have paid. Otherwise, any changes to the contract will be made at the time of renewal of your Membership and, if changes are applicable, we will send you an updated contract containing the changes with your renewal documentation.  If you are unhappy with the changes to the contract notified to you at the time of renewal you may cancel the renewal in accordance with section A5.1.

 

C6: Recording calls

We record all phone calls to us.  We do this to:

  • provide a record of the instructions we have received;

  • allow us to monitor quality standards;

  • help us with staff training; and

  • meet legal and regulatory requirements.

All communications and documents will be in English unless otherwise agreed.

 

C7: Special needs

We are committed to meeting the needs of all our customers, including those with special needs. All letters and other documents are available on request in Braille or large text or on audio tape.

Hearing and speech-impaired customers who wish to speak to us and have a textphone available can do so by using the RNID’s Typetalk Relay service.  This is available 24 hours a day, seven days a week and allows our customers who find this convenient to contact us via a Typetalk Operator who will relay instructions and other requests verbally to our call centre staff.  Please note that to use Typetalk Relay, you must have or be able to get access to a textphone.  If so, just dial 18001 and then dial CPP’s number; once the call is connected, a Typetalk Operator will join the call to relay your message.  CPP’s responses will then appear as text on your textphone.  For Typetalk, please call 0800 077 8479. For all other services, including requests for Braille, large print or audio versions of any of our documents, please call 0800 077 8479. In all cases, we’ll be happy to help.

 

C8: Website

We may provide links on our Website to the websites of other companies or individuals, whether affiliated with us or not. We cannot give any undertaking that the services you may opt to receive from third parties through the Website, or from companies to whose website we have provided a link on the Website, will be provided with reasonable skill and care, and any such warranties are disclaimed by us absolutely. This disclaimer does not affect your statutory rights against any third party.

 

C9: Third Party Rights

This contract is between you and us.  No other person shall have the rights to enforce any of its terms.

 

C10: Data Protection Notice - your personal details

Card Protection Plan Limited takes the privacy of its customers seriously. Card Protection Plan Limited is registered as a Data Controller with the Information Commissioner’s Office with the registration number Z5773216.  Card Protection Plan Limited is part of the CPPGroup Plc group of companies (“CPP Group”). You can find out more about the CPP Group by visiting www.cppgroup.com. This Data Protection Notice sets out how Card Protection Plan Limited and other members of the CPP Group use and protect any personal information that you give to CPP.

 

Who to contact

If you have any questions about this Data Protection Notice or wish to withdraw or withhold your consent (where consent is required) to the use or disclosure described, please contact Card Protection Plan Limited at: The UK Compliance Team, Card Protection Plan Limited, Holgate Park, York, YO26 4GA. 

What personal information is collected?

CPP may collect and use the following information:

  • your name and contact information (including e-mail address and mobile phone number) and any other contact details you provide to CPP or to a business partner who introduced you to us, which includes card providers and banks (“Business Partner”);
  • your date of birth;
  • financial information including card payment details;
  • information that you provide when you purchase or renew your Membership;
  • records of any correspondence with you regarding any specific enquiry you make;
  • information about other products and services you obtain from members of the CPP Group or our Business Partner; and
  • information about the smartphone, tablet or other device or any computer you may use to download a copy of the Mobile App, including, where available, the device’s or computer’s unique identifiers, operating system, browser type and mobile network information as well as the device’s telephone number.

How do we track Mobile App usage?

CPP uses Flurry Analytics and Google Universal Analytics which track your usage of the Mobile App.

We use Google Universal Analytics and Flurry Analytics to collect information about your activity on the Mobile App. We collect information in an anonymous form about your usage of the Mobile App, including the number of times you use it and the functions of the Mobile App that you use. Both Google Universal Analytics and Flurry Analytics send anonymous non-personally identifiable data to remote servers where the data is aggregated and presented back to us as analytical data about the use of the Mobile App by our customers. We use the information to compile reports and to help us improve the Mobile App.

For more information about the information gathered using Google Universal Analytics, please visit: http://www.google.co.uk/analytics/learn/privacy.html and https://support.google.com/analytics/answer/2838718?hl=en-GB&ref_topic=2790009

For more information about the information gathered using Flurry Analytics, please visit: http://www.flurry.com/privacy-policy.html

The information we collect cannot be used by anyone else who has access to your mobile device to find out anything about you. The tracking we perform does not in any way compromise the security of your device.

We are unable to use the information collected about your usage to identify you personally.

What does CPP do with your personal information?

CPP uses your information for the following purposes:

  • to make decisions on your Membership;
  • to process, provide you with and manage your Membership and provide features described in these terms and conditions;
  • to collect payments when due;
  • internal record keeping;
  • to improve its products and services;
  • to communicate with you by e-mail, telephone or post if you have purchased a Membership from CPP, either regarding the purchase or other matters regarding transactions between you and CPP or your customer relationship with CPP;
  • to contact you by e-mail, telephone or post in order to share information with you about products, services and events from CPP and other members of the CPP Group and the Business Partner that may be of interest to you;
  • to contact you for market research purposes, if you have not objected to such use;
  • to contact you regarding any specific enquiry you make;
  • statistical analysis;
  • fraud prevention;
  • debt collection; and
  • administering the Mobile App and/or Members’ Area (where applicable).

We may anonymise personal information and provided individuals are not and cannot be identified from data by itself or when combined with any other data held by us or other persons as relevant, that data will not be subject to this notice or data protection laws . We may use anonymised data for analysis of statistical trends such as analysing the number of customers purchasing a Membership from CPP. 

Direct Marketing and your preferences

CPP may wish to provide you with information about CPP Group’s or the Business Partner’s new products, promotions, special offers and other information which may be of interest to you and invite you to take part in market research. This communication may occur by post, telephone, email or SMS (unless you have asked us not to do so). We will obtain your consent where we are required to do so in accordance with applicable law.

CPP will ensure that any direct marketing or market research that you receive or are contacted about by electronic means will provide a simple means for you to refuse further marketing.  For example, in emails it may provide you with an ‘unsubscribe’ link, or an email address to which you can send an opt-out request. CPP will stop any marketing to which you object or withdraw your consent to within a reasonable period, in order to allow sufficient time for the change to be administered. You can change your mind at any time about marketing by informing CPP using the contact details set out at the top of this Data Protection Notice for CPP.  In such cases CPP would not necessarily remove all your personal data from its database(s) but would note and respect your changed direct marketing preferences.

To avoid contacting you unnecessarily about products you may already have, you agree that CPP Group members may compare your details with information provided by or held by or on behalf of the Business Partner about you and the products and services you already have. When the relevant CPP Group member does this it may need to tell the Business Partner that you have a Membership with CPP and disclose enough personal data to enable the Business Partner to identify you on these files.

Who does CPP share this information with?

Your personal information will be made available to CPP’s authorised service providers and third party suppliers which perform certain services on CPP’s behalf e.g. providing IT support and maintenance (including in respect of the Mobile App), providing hosting services, providing online payment services and providing marketing services. These service providers may have access to personal information needed to perform their functions on CPP’s behalf but are not permitted to share or to use such information for any other purpose. These service providers may be in other countries but where any information is transferred abroad, your personal information will be safeguarded in accordance with the provisions set out below.

In addition to the direct marketing purposes explained above, CPP may share limited personal information with other companies within the CPP Group e.g. to the extent needed for proper management and parental analysis and decision making.

Limited personal information about you may be shared with CPP’s Business Partner as set out in the “Direct Marketing and your preferences” section above.

CPP may also disclose your personal data:

  • To another Member for the purpose of registering a Card, reporting a lost or stolen Card or making contact with a Card Issuer;
  • In response to a court order, or a request for cooperation from a law enforcement or other government agency; to establish or exercise CPP’s legal rights; to defend legal claims; or as otherwise required or permitted by applicable laws and/or regulations;
  • When CPP believes that disclosure is appropriate in connection with efforts to investigate, prevent, or take action regarding illegal activity, suspected fraud, or other wrongdoing; to protect and defend the rights, property or safety of CPP, other CPP Group members, customers, staff, suppliers or others; to comply with applicable law or co-operate with law enforcement; or to enforce CPP’s terms or other agreements;
  • To prospective or actual buyers in the event that CPP sells any of its business or assets, or to other CPP Group members in the event of a reorganisation; and
  • When CPP is required to disclose your personal data in the course of providing you with the features of your Service, for example when CPP is required to contact your Card Issuer in relation to a lost or stolen Card.

If you use a payment card to pay for your Membership, CPP may ask the Issuer of that Card to tell us about changes in your address and other personal and financial details so that CPP can update your records. If a Card is registered by you as being lost or stolen, CPP may also make contact with the Issuer of that card to request that the Card Issuer cancels the Card and issues a replacement. This contact may also include, asking for a new Card or account numbers, where relevant, and for information about changes to any of your personal contact details (e.g. telephone, mobile phone or fax numbers, or e-mail addresses).

You agree that your personal information will be shared with other third party companies who provide aspects of the Membership, as set out above.

Cifas

If you report the loss of important documents, such as your passport or driving licence, CPP will, with your consent, pass your name and address and your date of birth to Cifas for the purposes of fraud prevention in the UK. Cifas and other organisations may access and use this information to prevent fraud and money laundering, for example when:

  • checking details on applications for credit and credit related accounts or other facilities;
  • managing credit and credit related accounts or facilities;
  • recovering debt;
  • checking details on proposals and claims for all types of insurance; and
  • checking details of job applications and employees.

Please also note the following:

  • If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies.
  • Law enforcement agencies may access and use the information.
  • Cifas and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
  • The fraud prevention agencies that may process your information are Callcredit Information Group, Equifax Limited, Experian Limited, Synectic Solutions Limited and Experian Decision Analytics.

CPP will not otherwise transfer, disclose, sell, distribute or lease your personal information to third parties unless we have your permission to do so or are otherwise required or permitted to do so by law.

Will my personal information be transferred abroad?

Personal data which relates to you may be accessed by third party service providers based in countries outside the European Economic Area (EEA) such as Malaysia. 

European data protection law permits the export of personal data to other countries subject to the provision of adequate levels of protection for the processing of such personal data.  CPP will take steps to ensure that where it transfers your personal information outside the EEA, adequate safeguards are put in place to protect your personal information as data protection standards in those countries may differ from those in the EEA.

How to get copies of or amend the information collected by CPP

You may request details of personal information which CPP holds about you under the Data Protection Act 1998 at any time.  A small fee will be payable.  If you would like a copy of the information held about you please write to:

Subject Access Requests

Card Protection Plan Limited
Holgate Park
Holgate Road
York
YO26 4GA 

If you think any information CPP has about you is incorrect or incomplete, please write to us as soon as possible.  CPP will correct or update any information as soon as possible. 

 


Card Rescue

Card Rescue FAQs

  • Do I need to record my card details after I take out Card Rescue?

    The simple answer is ‘no’ you don’t have to. But it will make things easier if you do, as we will have all the information we need to cancel your cards and order replacements quickly and easily.  

    It's easy to record your card details. You can do this:

    • Online
      Using your Card Rescue Members’ area

    • Smartphone app
      Manage your Card Rescue membership and register cards on the go with the Card Rescue app. Use the buttons below to download the app for your device.

      Please note you can only report the loss of registered cards via the Mobile App and Members’ area.

      Google play store small iOS App Store - Small

      Find out more about the app

    • By phone  
      Call us on0800 077 8479*

  • What do I do if I’m abroad?

    Card Rescue looks after you anywhere in the world. If you ever need us when you’re outside the UK, just call us on +44 1904 637 680 – you can even reverse the charges so the call won’t cost you a penny.

  • How do I report a card loss?

    You can report the loss of your registered cards on the Card Rescue App or by logging on to your Members’ area. Alternatively, one call support with our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won’t let us cancel cards on your behalf. In these situations, we’ll do everything we can to help.

    Please call us now on: 

    0800 077 8479*

    Or if you’re calling from abroad:

    +44 1904 637 680

    (you can reverse the charges so the call won’t cost you a penny)

  • What are the terms and conditions of Card Rescue?

    For full terms and conditions please click here.

  • What is Cifas Registration?

    If you lose personal documents (e.g. driving licence, passport) with your cards, we can, if you agree, register your personal details with Cifas to help reduce the risk of your identity being used unlawfully to obtain credit or funds or other products and services in your name. Cifas is a not for profit membership organisation, dedicated to the prevention of financial crime in the United Kingdom.

    Cifas will place a warning flag (marked ‘Protective Registration’ on the Cifas National Fraud Database) against your name and personal details to indicate that you have been recorded, at your own request, for your protection. This alerts any Cifas Member organisation dealing with applications for a range of products and services that you might be at risk, and that they must undertake additional checks to verify whether or not it’s a genuine application.

    Your Cifas registration will last for 24 months and is available to members aged 18 and over.

  • When will I receive my documents?

    Your membership documents (including terms & conditions) will be sent to you with your Card Rescue Welcome pack email. You will receive this email shortly after placing your order. We will also send this information to you by post within 7 working days.
  • Can I use Card Rescue straight away?

    Your membership starts on the date specified in the membership documents sent to you. If you do want to report a card loss call our Emergency Assistance team on: 0800 077 8479*

  • Can I access the Members’ area straight away?

    Yes! After we send your membership documents by email we'll send you an email or text (if we have your mobile number) with a temporary username and password so you can start using your Members' area straight away. 

  • Can I change my temporary username and password?

    Yes! After we send your membership documents by email, we’ll send you an email or text (if we have your mobile number) with a temporary username and password so you can start using your Members’ area straight away.

  • What is the Card Rescue Members’ area?

    The Card Rescue Members’ area is where you can:

    • Find out more about Card Rescue
    • Add, edit or remove card details
    • Add, edit or remove further members
    • Manage your membership and payment details
    • Report the loss of registered cards.
  • What is the Card Rescue App?

    On the Card Rescue App you can:

    • Report a loss of registered cards
    • Add, edit or remove card details
    • Add, edit or remove further members
    • View your terms and conditions.

    For further information on how to use the App please refer to our how to guide.

  • What if I have problems logging on?

    Call us on one of the numbers on this page and our Emergency Assistance team will get you back on track in a jiffy.

  • Will my contract renew? How long is my contract?

    Your contract will last for an initial period of 12 months from the start date notifed to you and will renew automatically for further periods of 12 months unless you ask us not to before the renewal. We'll contact you at least 45 days before each renewal date to remind you and we will use this opportunity to notify you of any changes in the contract, including any changes in the fee which will apply for the period up to the next renewal date.

    An annual membership fee will be taken within 10 days of each renewal date.

    Please see the cancellation section on the Card Rescue Important Information page for how to cancel your contract. 

  • How many times can I use Card Rescue?

    As many times as you need, we’ll always be there for you!

  • How do I get more key tags?

    You can request additional key tags in your Members’ area or Card Rescue App, or simply contact us and we’ll pop them in the post for you.

  • How do I add additional members?

    Easy, just visit your Members’ area or log onto the Card Rescue App to add additional members (remember they must live at the same address as you), or alternatively call us on:  0800 077 8479*

  • Who can the four other members be?

    Anyone living at the same address as you can be included in your membership.

Terms and conditions

 

BEFORE YOU PLACE YOUR ORDER, YOU SHOULD READ THESE TERMS CAREFULLY AS THEY CONTAIN IMPORTANT INFORMATION ABOUT YOUR ORDER

About these Terms and Conditions

These Terms and Conditions and the Mobile App Terms, (together with our privacy policy, cookies policy and Website terms and conditions (“Terms”) will govern the contract between us for the sale of the Service to you (“Contract”).  Please read these Terms carefully and make sure that you understand them, before ordering the Service. 

Please note that you will be asked to agree to these Terms by ticking the box immediately before you click the “Confirm and buy” button at the end of the Purchase Summary page on the Website.  By clicking this button, you confirm that you accept these Terms.  If you do not agree with these Terms, you will not be able to order the Service.

We may occasionally update these Terms in accordance with section C5 below. You will be provided with a copy of these Terms in the Welcome Pack.

These Terms, and any Contract between us, are only in the English language.

YOUR ATTENTION IS DRAWN IN PARTICULAR TO THE SECTIONS CONCERNING OUR LIABILITY TO YOU (SECTION C2) AND HOW YOU CAN CANCEL YOUR MEMBERSHIP (SECTION A5).

 

Information about us

Your Card Rescue Service is provided by Card Protection Plan Limited, which is a company registered in England and Wales at Companies House. Our registered office is Holgate Park, Holgate Road, York YO26 4GA and our registered number is 01490503.  Our VAT number is GB 843 1909 25. 

You can contact us by email at cardrescue@cpp.co.uk or by telephoning us on 0800 077 8479 (lines open 8am-6pm Mon-Fri and 9am-1pm Sat).  You can also write to us at the following address:

Card Rescue
Card Protection Plan Limited
Holgate Park
York
YO26 4GA.

Definitions

Where the following words are used in these terms and conditions, they will have the meanings shown below:

Card – any card, including credit, charge, cash, cheque, debit, pre-paid, contactless and store cards.

Card Loss - loss by or theft from a Member of a Card during your Membership.

Fee - the amount you pay for your Membership for each Membership Period, as set out on the Website and subsequently, in respect of Fees for renewal of Membership, as set out in each Renewal Pack. 

Helpline – the Card Loss reporting and assistance telephone helpline available as part of the Service and as further described in section B1 below.

Home - the place where you live.

Issuer - the issuers of the Cards.

Key Tag - the key tags containing a unique identification number and our telephone number supplied to each Member by us.

Members – you and each person registered with us in order to benefit from this Service in accordance with section A2.

Members’ Area - the website at www.cardrescue.co.uk/members that is available only to you.

Membership – your Card Rescue membership, which entitles you and up to 4 other Members to use the Service for which you pay the Fee.

Membership Period – each 12 month period of Membership commencing on the Start Date or the Renewal Date as applicable. The Contract will extend automatically for further 12 month periods unless you cancel your Membership following the process set out in section A5 below.

Mobile App – the “Card Rescue” mobile application which is available for download from the appstores detailed on the Members’ Area.

Renewal Date - the renewal date shown in your Welcome Pack and subsequently in your Renewal Pack at the time of each renewal of your Membership.

Renewal Pack – the renewal letter we will send to you before your Renewal Date, in accordance with section A4.

Service - the collection of service features detailed in these terms and conditions collectively known as the Card Rescue service.

Start Date - the start date which is shown in your Welcome Pack or Renewal Pack.

United Kingdom - England, Scotland, Wales and Northern Ireland.

we, us, our, CPP - Card Protection Plan Limited (a company registered in England with number 01490503) whose registered office is at Holgate Park, York, YO26 4GA.

Website – the website at www.cppdirect.co.uk.

Welcome Pack - the pack we send to you by email after you have placed an order to receive the Service from us, confirming that our Contract has been concluded. This will contain a copy of these terms and conditions and will confirm other information relevant to the Service. We will also send you the information by post, and we will arrange for your Key Tag to be sent to you at the same time 

Welcome Pack E-mail – the e-mail sent under section A2:2 containing the Welcome Pack.

you, your - the person who has purchased, and is entitled to use, the Service, whose name appears in the Welcome Pack or Renewal Pack (as applicable). Where ‘you/your’ are used in sections B, C2, C3, C4, C7, C8, C9 and C10 of these terms and conditions this includes the other Members.

Terms and Conditions of Membership

Your Membership and the Contract are subject to the Terms, including any changes made in accordance with section C5 or that we may agree with you from time to time. 

 

A: Card Rescue Membership 

A1: Conditions of Membership and your status

By placing an order through the Website, you agree that:

  1. You are 18 years old or over and you are resident in the United Kingdom and are accessing the Website from it.
  2. You will provide us with full and accurate information in relation to your Membership.
  3. You will give us notice if you change any of the contact details you give us when applying for your Membership and you will tell us as soon as possible by calling us on the relevant number given in your Welcome Pack or Renewal Pack, or using the Members’ Area or Mobile App where applicable.
  4. All of the Members live at the same address, which is Home. 

 

A2: How the Contract is formed between us and who is entitled to use the Service

  1. All orders for the Service from the Website must be placed using the order facility provided on the Website. When you submit an order for the Service, you are offering to purchase the Service from us at the price indicated on the Website. The process is as follows:

    1. select the Service and then proceed to the checkout page;

    2. you will need to insert certain personal information relating to your order;

    3. once you have submitted this information, you will then be asked to insert your payment details so that we may process payment of your Fee;

    4. you will then be taken to the “Purchase Summary” page, which will summarise the key information relating to your order for the Service.  At the end of this section, and before placing your order, you will be asked to tick to: (i) confirm your order; (ii) confirm acceptance of these Terms and Conditions; (iii) confirm that our conditions of Membership have been met; and (iv) request that we begin to provide the Service before the end of the cancellation period referred to in section A5.

    5. Before you submit your order, you will have the opportunity to check and identify whether you have made any input errors.  You may correct those input errors before placing your order.  It is your responsibility to ensure that your order is correct before submitting it to us.  Please ensure that you enter complete and accurate information about you.

  2. Once you place your order, our acceptance of your order will take place as described below:

    1. When you click the “Confirm & buy” button you will be redirected to the order acknowledgement page, which will let you have your temporary membership number. However, please note that your Service will not start until we have accepted your order (see (iii) below).

    2. By submitting an order to us through the Website, and by clicking the “Confirm & buy” button, you confirm that the payment details provided on your order are valid and correct, and that when your order is accepted and processed by us (see sections (iii) to (iv) below for information about how and when a legally binding contract is formed between us), payment will be made in full.  By placing an order, you confirm that you are the person referred to in the billing details.

    3. Acceptance of an order placed by you on the Website and the formation of the Contract between you and us will take place we send you an email that confirms that your order has been accepted (“Welcome Pack E-mail”).  The Contract between us will only be formed when we send the Welcome Pack E-mail.

    4. If we are unable to supply you with the Service (e.g. because of an error in the price on the Website) we will inform you of this, and we will not process your order.  If you have already paid the Fee, we will refund you the full amount as soon as possible, and in any event within 14 days.

    5. ACCEPTANCE BY US OF ANY PAYMENT MADE BY YOU IN CONNECTION WITH THE SERVICE DOES NOT CONSTITUTE OUR ACCEPTANCE OF YOUR ORDER AND A LEGALLY BINDING CONTRACT IS NOT FORMED UNTIL WE SEND THE WELCOME PACK E-MAIL AND WE WILL NOT BE OBLIGED TO SUPPLY THE SERVICE TO YOU UNTIL THEN.

    6. If at any point there are any problems with your order, please contact us using the details set out in the “Information about us” section above or in the Contact Us page on the Website.

  3. The Service may be used by you and up to four other Members.  Except as stated in section A2.3 and B1 below, each Member is entitled to use all the features of the Service. You and each other Member agree that we can release your details and the details of each other Member to you and the other Members (if there is more than one Member entitled to benefit from your Membership in accordance with these terms and conditions) and you agree that we may communicate with you and any other Member, and ask their permission, on behalf of you or the other Members, to:

    • register Cards;
    • report a lost or stolen Card; or
    • make contact with the Card Issuers.

    However, we need permission from you to amend your personal details, including to report a change of address, to change the payment details or cancel the Membership.

  4. Anyone who is under the age of 18 years will not be able to be registered for or benefit from the Cifas registration feature of the Service detailed in sections B2 and C11.

  5. On cancellation or expiry of your Membership, each Member’s rights to and access to the Services will also end immediately on the date that such cancellation or expiry takes effect.

 

A3: Length of Membership and payments 

  1. Except as stated in section A2.4 above, the features of the Service are available to you and the other Members during each Membership Period in return for you paying the Fee to us.  The Fee for the first Membership Period will be taken from your account within 10 days of the date on which you place your order. The Fee for each subsequent Membership Period will be taken from your account within 10 days of the Renewal Date.

  2. We will advise you of the Fee for renewal of your Membership and your Renewal Date at least 45 days before the expiry of your Membership Period.

 

A4: Renewals of Membership and extension of Contract

  1. We will write to you at least 45 days before the Renewal Date to notify you that your Contract with us for your Membership will be automatically extended on the Renewal Date. We will also use this opportunity to notify you of any changes in the Membership before the Renewal Date, including any changes in your Fee, which will apply for the period up to your next Renewal Date.

  2. The Contract will automatically extend and the Membership will be automatically renewed on the Renewal Date unless you contact us before that date and ask us not to.  You may cancel a renewal in accordance with the provisions of section A5.

 

A5: How you cancel your Membership

Your legal right to cancel

  1. You have a legal right to cancel the Contract during the period set out in section A5.2 (“Cancellation Period”) without giving any reason. This means that during the Cancellation Period if you change your mind or decide for any other reason that you do not want to receive or keep the Service, you can notify us of your decision to cancel the Contract and receive a full refund. Advice about your legal right to cancel the Contract is available from your local Citizens' Advice Bureau or Trading Standards office.

  2. Your legal right to cancel the Contract starts from the Start Date specified in the Welcome Pack E-mail, which is when the Contract between you and us is formed.  Your deadline for cancelling the Contract in accordance with your legal rights ends at the end of 21 days after the Start Date.

  3. To exercise the right to cancel, you must inform us of your decision to cancel the Contract by a clear statement (e.g. a letter sent by post or e-mail).  You should exercise your right to cancel by contacting us at the address or e-mail address or by telephoning us on the number set out in the “Information about us” section above. You may use the model cancellation form, but it is not obligatory. If you use this option, we will communicate to you an acknowledgement of receipt of such a cancellation on a durable medium (e.g. by e-mail or letter) without delay.

  4. To meet the cancellation deadline, it is sufficient for you to send your communication exercising the right to cancel before the Cancellation Period has expired.

  5. If you exercise this right to cancel within the Cancellation Period, we will make the reimbursement:

    1. without undue delay, and not later than 14 days after the day you inform us of your decision to cancel the Contract; and

    2. using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise, and in any event, you will not incur any fees as a result of the reimbursement.

  6. Further information about your legal right to cancel and an explanation of how to exercise it will also be provided in the Welcome Pack.  The model cancellation form will be included in the Welcome Pack.

 

Cancellation after the Cancellation Period 

  1. You also have a right to cancel your Membership at any time during the Membership Period by telephoning or writing to us at the number/address listed in the "Information about us" section above, but if you choose to cancel your Membership after the Cancellation Period (or after the 60 day cancellation period that you are entitled to as provided for in section A5.8 below), you will not be entitled to a refund of any Fee you have already paid to us.

  2. You will also have the right to cancel any renewal of your Membership for a period of 60 days after each Renewal Date. The Fee you have paid for any such renewal Membership Period will be refunded to you in full.

 

A6: How we may cancel your Membership

  1. We have the right to cancel your Membership on written notice to you at any time:

    (a) if you do not pay the Fee on the date it is due; and/or

    (b) if, at any time, any Member:

    1. gives us false information, or withholds from us any important information, in relation to your Membership;

    2. attempts to defraud us or acts dishonestly towards us; or

    3. commits a serious breach of the Terms.

  2. If we decide to cancel your Membership for any of the reasons above, your Membership will end on the date set out in our notice to you.

 

B. Card Rescue Service features

B1: Card cancel and replace

We will provide the Helpline which will be available to you 24 hours a day, 365 days a year in order for you to report a Card Loss to us.

If you (i) are the Member that purchased the Service whose name appears in the Welcome Pack or Renewal Pack and (ii) you have pre-registered your Card(s) with us, you may also report a Card Loss to us by:

  • logging into the Members’ Area and reporting the Card Loss via the “Report a Card Loss” section of the Members’ Area. Please note that your use of the Members’ Area will be governed by the Members’ Area Terms and Conditions (available at https://uk.cppmembers.com/terms-and-conditions); or
  • downloading the Mobile App to your compatible smartphone, tablet or other similar device and reporting the Card Loss by logging into the Mobile App using your Membership details and selecting the Card Loss you wish to report, whilst your device is connected to the internet.

Please note:

  • Your device must be connected to the internet in order to report a Card Loss using the Mobile App and your use of the Mobile App will be governed by the Card Rescue Mobile App Terms. If you are not connected to the internet at the point you wish to report a Card Loss, you will need to report the Card Loss by calling the Helpline or using the Members’ Area.
  • If you attempt to report a Card Loss using the Mobile App and/or Members’ Area, we may:
  • call you using your Membership details to request additional information before we are able to contact the Issuer to report the Card Loss; and/or
  • require you to call the Helpline to confirm that we have contacted the Issuer and asked them to cancel the Card and provide a replacement.

When you report a Card Loss to us, we will contact the Issuer and ask them to cancel the Card and provide a replacement.

 

B2: Protective registration

If you tell us you have lost personal documents at the same time you report a Card Loss to us, if you agree, we will register your personal details with Cifas for 24 months to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services in your name. Cifas is a not-for-profit membership organisation dedicated solely to the prevention of financial crime in the United Kingdom.

We will ask for you to confirm that you would like to register with Cifas prior to registering your personal details with Cifas. Please note that you may be required to accept Cifas’ terms and conditions in order to register your personal details and benefit from this service.

 

B3: Key retrieval

We will provide you with a Key Tag to attach to your keys.

The Key Tag will enable any person who finds your keys, subsequent to them being lost or stolen, to call us. In the event that someone finds your keys and contacts us, we will either let you know where your keys are so that you can collect them or we will arrange for your keys to be returned to us and we will then return the keys to you once we have received them.

 

C. General conditions

C1: Transfer of rights and obligations

  1. Your Membership is non-transferable.  This means that only you, together with any Members, are entitled to the rights given to you under the Contract. You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
  2. We may transfer our rights and obligations under the Contract to another organisation, but this will not affect your rights or our obligations under the Contract.
  3. We may engage someone else to perform all or any of our obligations under this contract on our behalf but only to someone who we reasonably believe is capable of performing them properly.  We will write to you to let you know if we do this and we will tell you who is performing our obligations.

 

C2: Our liability to you

  1. Our ability to provide the part of the Service described in section B1 above relies on you and/or any other Member giving us as much accurate information as possible about the Cards that have been lost or stolen, and the Card Issuers accepting and carrying out our request to cancel and replace those Cards.

  2. We are not responsible for any costs that you incur in connection with a Card Loss, including any fees charged by the Card Issuer in connection with lost or stolen Cards, including but not limited to any amounts which you have to pay for a replacement card, and/or any courier costs associated with delivering an emergency replacement card to you.

  3. We only supply the Service for domestic and private use. You agree not to use the Service for any commercial, business or re-sale purpose. We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

  4. If we fail to comply with these Terms, we are responsible for loss or damage you and/or any other Member suffer that is a foreseeable result of our breach of these Terms, or our negligence, but we are not responsible for any loss or damage that is not foreseeable.  Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Contract.

  5. We do not in any way exclude our liability (if any) to you and/or any other Member for:

    1. personal injury or death resulting from our negligence;

    2. fraud or fraudulent misrepresentation;

    3. any matter for which it would be illegal for us to exclude or attempt to exclude our liability.

  6. We warrant to you and any other Members that the Service will be provided to you in accordance with the Terms and will be provided with reasonable skill and care.  However, we cannot guarantee that the Website, the Helpline or the Mobile App will be available at all times and will operate uninterrupted and error free but in the event that there any performance issues affecting the Website, Helpline or the Mobile App we will take reasonable steps to limit any interruption to the Service and to resume the provision of the Service as soon as possible.

  7. We will not be liable or responsible for any failure to perform the Service, or delay in performance of, any of our obligations under a Contract that is caused by an Event Outside Our Control.  An “Event Outside Our Control” means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

  8. If an Event Outside Our Control takes place that affects the performance of our obligations under the Contract:

    1. we will contact you as soon as reasonably possible to notify you; and

    2. our obligations under the Contract will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of the Service to you, we will resume performance of the Service as soon as the Event Outside Our Control is over.

  9. NOTHING IN THESE TERMS WILL AFFECT ANY OTHER RIGHTS YOU MAY HAVE IN LAW.  YOU CAN OBTAIN FURTHER INFORMATION ABOUT YOUR LEGAL RIGHTS FROM YOUR LOCAL TRADING STANDARDS OFFICE OR CITIZEN’S ADVICE BUREAU.

 

C3: Other important terms

  1. If we fail to insist that you perform any of your obligations under the Contract or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations.  If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

  2. The Terms are governed by English law. This means a Contract for the purchase of the Service through the Website and any dispute or claim arising out of or in connection with it will be governed by English law. You and we both agree to that the courts of England will have non-exclusive jurisdiction.  However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland or Wales, you may also bring proceedings in Scotland or Wales.

 

C4: Complaints

  1. If you want to make a complaint, please phone us on 0800 077 8479, email us at cardrescue@cpp.co.uk or write to:

    Complaints
    Card Rescue
    Card Protection Plan Limited
    Holgate Park
    York
    YO26 4GA

  2. We will do our best to answer your complaint within five working days. If we have not replied to your complaint by then, we will send you an acknowledgement letter to keep you informed of progress.

 

C5: Changes to these terms and conditions

  1. We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business, changes in technology, changes in law, regulation or the requirements of a government or regulatory authority and changes in payment methods.

  2. If we have to revise the Terms as they apply to your order for the Service, we will contact you to give you reasonable advice notice of the changes. If you do not agree with the revised Terms, you will be able to cancel your Contract and receive a refund for any Fees you have paid. Otherwise, any changes to the contract will be made at the time of renewal of your Membership and, if changes are applicable, we will send you an updated contract containing the changes with your renewal documentation.  If you are unhappy with the changes to the contract notified to you at the time of renewal you may cancel the renewal in accordance with section A5.1.

 

C6: Recording calls

We record all phone calls to us.  We do this to:

  • provide a record of the instructions we have received;

  • allow us to monitor quality standards;

  • help us with staff training; and

  • meet legal and regulatory requirements.

All communications and documents will be in English unless otherwise agreed.

 

C7: Special needs

We are committed to meeting the needs of all our customers, including those with special needs. All letters and other documents are available on request in Braille or large text or on audio tape.

Hearing and speech-impaired customers who wish to speak to us and have a textphone available can do so by using the RNID’s Typetalk Relay service.  This is available 24 hours a day, seven days a week and allows our customers who find this convenient to contact us via a Typetalk Operator who will relay instructions and other requests verbally to our call centre staff.  Please note that to use Typetalk Relay, you must have or be able to get access to a textphone.  If so, just dial 18001 and then dial CPP’s number; once the call is connected, a Typetalk Operator will join the call to relay your message.  CPP’s responses will then appear as text on your textphone.  For Typetalk, please call 0800 077 8479. For all other services, including requests for Braille, large print or audio versions of any of our documents, please call 0800 077 8479. In all cases, we’ll be happy to help.

 

C8: Website

We may provide links on our Website to the websites of other companies or individuals, whether affiliated with us or not. We cannot give any undertaking that the services you may opt to receive from third parties through the Website, or from companies to whose website we have provided a link on the Website, will be provided with reasonable skill and care, and any such warranties are disclaimed by us absolutely. This disclaimer does not affect your statutory rights against any third party.

 

C9: Third Party Rights

This contract is between you and us.  No other person shall have the rights to enforce any of its terms.

 

C10: Data Protection Notice - your personal details

Card Protection Plan Limited takes the privacy of its customers seriously. Card Protection Plan Limited is registered as a Data Controller with the Information Commissioner’s Office with the registration number Z5773216.  Card Protection Plan Limited is part of the CPPGroup Plc group of companies (“CPP Group”). You can find out more about the CPP Group by visiting www.cppgroup.com. This Data Protection Notice sets out how Card Protection Plan Limited and other members of the CPP Group use and protect any personal information that you give to CPP.

 

Who to contact

If you have any questions about this Data Protection Notice or wish to withdraw or withhold your consent (where consent is required) to the use or disclosure described, please contact Card Protection Plan Limited at: The UK Compliance Team, Card Protection Plan Limited, Holgate Park, York, YO26 4GA. 

What personal information is collected?

CPP may collect and use the following information:

  • your name and contact information (including e-mail address and mobile phone number) and any other contact details you provide to CPP or to a business partner who introduced you to us, which includes card providers and banks (“Business Partner”);
  • your date of birth;
  • financial information including card payment details;
  • information that you provide when you purchase or renew your Membership;
  • records of any correspondence with you regarding any specific enquiry you make;
  • information about other products and services you obtain from members of the CPP Group or our Business Partner; and
  • information about the smartphone, tablet or other device or any computer you may use to download a copy of the Mobile App, including, where available, the device’s or computer’s unique identifiers, operating system, browser type and mobile network information as well as the device’s telephone number.

How do we track Mobile App usage?

CPP uses Flurry Analytics and Google Universal Analytics which track your usage of the Mobile App.

We use Google Universal Analytics and Flurry Analytics to collect information about your activity on the Mobile App. We collect information in an anonymous form about your usage of the Mobile App, including the number of times you use it and the functions of the Mobile App that you use. Both Google Universal Analytics and Flurry Analytics send anonymous non-personally identifiable data to remote servers where the data is aggregated and presented back to us as analytical data about the use of the Mobile App by our customers. We use the information to compile reports and to help us improve the Mobile App.

For more information about the information gathered using Google Universal Analytics, please visit: http://www.google.co.uk/analytics/learn/privacy.html and https://support.google.com/analytics/answer/2838718?hl=en-GB&ref_topic=2790009

For more information about the information gathered using Flurry Analytics, please visit: http://www.flurry.com/privacy-policy.html

The information we collect cannot be used by anyone else who has access to your mobile device to find out anything about you. The tracking we perform does not in any way compromise the security of your device.

We are unable to use the information collected about your usage to identify you personally.

What does CPP do with your personal information?

CPP uses your information for the following purposes:

  • to make decisions on your Membership;
  • to process, provide you with and manage your Membership and provide features described in these terms and conditions;
  • to collect payments when due;
  • internal record keeping;
  • to improve its products and services;
  • to communicate with you by e-mail, telephone or post if you have purchased a Membership from CPP, either regarding the purchase or other matters regarding transactions between you and CPP or your customer relationship with CPP;
  • to contact you by e-mail, telephone or post in order to share information with you about products, services and events from CPP and other members of the CPP Group and the Business Partner that may be of interest to you;
  • to contact you for market research purposes, if you have not objected to such use;
  • to contact you regarding any specific enquiry you make;
  • statistical analysis;
  • fraud prevention;
  • debt collection; and
  • administering the Mobile App and/or Members’ Area (where applicable).

We may anonymise personal information and provided individuals are not and cannot be identified from data by itself or when combined with any other data held by us or other persons as relevant, that data will not be subject to this notice or data protection laws . We may use anonymised data for analysis of statistical trends such as analysing the number of customers purchasing a Membership from CPP. 

Direct Marketing and your preferences

CPP may wish to provide you with information about CPP Group’s or the Business Partner’s new products, promotions, special offers and other information which may be of interest to you and invite you to take part in market research. This communication may occur by post, telephone, email or SMS (unless you have asked us not to do so). We will obtain your consent where we are required to do so in accordance with applicable law.

CPP will ensure that any direct marketing or market research that you receive or are contacted about by electronic means will provide a simple means for you to refuse further marketing.  For example, in emails it may provide you with an ‘unsubscribe’ link, or an email address to which you can send an opt-out request. CPP will stop any marketing to which you object or withdraw your consent to within a reasonable period, in order to allow sufficient time for the change to be administered. You can change your mind at any time about marketing by informing CPP using the contact details set out at the top of this Data Protection Notice for CPP.  In such cases CPP would not necessarily remove all your personal data from its database(s) but would note and respect your changed direct marketing preferences.

To avoid contacting you unnecessarily about products you may already have, you agree that CPP Group members may compare your details with information provided by or held by or on behalf of the Business Partner about you and the products and services you already have. When the relevant CPP Group member does this it may need to tell the Business Partner that you have a Membership with CPP and disclose enough personal data to enable the Business Partner to identify you on these files.

Who does CPP share this information with?

Your personal information will be made available to CPP’s authorised service providers and third party suppliers which perform certain services on CPP’s behalf e.g. providing IT support and maintenance (including in respect of the Mobile App), providing hosting services, providing online payment services and providing marketing services. These service providers may have access to personal information needed to perform their functions on CPP’s behalf but are not permitted to share or to use such information for any other purpose. These service providers may be in other countries but where any information is transferred abroad, your personal information will be safeguarded in accordance with the provisions set out below.

In addition to the direct marketing purposes explained above, CPP may share limited personal information with other companies within the CPP Group e.g. to the extent needed for proper management and parental analysis and decision making.

Limited personal information about you may be shared with CPP’s Business Partner as set out in the “Direct Marketing and your preferences” section above.

CPP may also disclose your personal data:

  • To another Member for the purpose of registering a Card, reporting a lost or stolen Card or making contact with a Card Issuer;
  • In response to a court order, or a request for cooperation from a law enforcement or other government agency; to establish or exercise CPP’s legal rights; to defend legal claims; or as otherwise required or permitted by applicable laws and/or regulations;
  • When CPP believes that disclosure is appropriate in connection with efforts to investigate, prevent, or take action regarding illegal activity, suspected fraud, or other wrongdoing; to protect and defend the rights, property or safety of CPP, other CPP Group members, customers, staff, suppliers or others; to comply with applicable law or co-operate with law enforcement; or to enforce CPP’s terms or other agreements;
  • To prospective or actual buyers in the event that CPP sells any of its business or assets, or to other CPP Group members in the event of a reorganisation; and
  • When CPP is required to disclose your personal data in the course of providing you with the features of your Service, for example when CPP is required to contact your Card Issuer in relation to a lost or stolen Card.

If you use a payment card to pay for your Membership, CPP may ask the Issuer of that Card to tell us about changes in your address and other personal and financial details so that CPP can update your records. If a Card is registered by you as being lost or stolen, CPP may also make contact with the Issuer of that card to request that the Card Issuer cancels the Card and issues a replacement. This contact may also include, asking for a new Card or account numbers, where relevant, and for information about changes to any of your personal contact details (e.g. telephone, mobile phone or fax numbers, or e-mail addresses).

You agree that your personal information will be shared with other third party companies who provide aspects of the Membership, as set out above.

Cifas

If you report the loss of important documents, such as your passport or driving licence, CPP will, with your consent, pass your name and address and your date of birth to Cifas for the purposes of fraud prevention in the UK. Cifas and other organisations may access and use this information to prevent fraud and money laundering, for example when:

  • checking details on applications for credit and credit related accounts or other facilities;
  • managing credit and credit related accounts or facilities;
  • recovering debt;
  • checking details on proposals and claims for all types of insurance; and
  • checking details of job applications and employees.

Please also note the following:

  • If false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies.
  • Law enforcement agencies may access and use the information.
  • Cifas and other organisations may access and use from other countries the information recorded by fraud prevention agencies.
  • The fraud prevention agencies that may process your information are Callcredit Information Group, Equifax Limited, Experian Limited, Synectic Solutions Limited and Experian Decision Analytics.

CPP will not otherwise transfer, disclose, sell, distribute or lease your personal information to third parties unless we have your permission to do so or are otherwise required or permitted to do so by law.

Will my personal information be transferred abroad?

Personal data which relates to you may be accessed by third party service providers based in countries outside the European Economic Area (EEA) such as Malaysia. 

European data protection law permits the export of personal data to other countries subject to the provision of adequate levels of protection for the processing of such personal data.  CPP will take steps to ensure that where it transfers your personal information outside the EEA, adequate safeguards are put in place to protect your personal information as data protection standards in those countries may differ from those in the EEA.

How to get copies of or amend the information collected by CPP

You may request details of personal information which CPP holds about you under the Data Protection Act 1998 at any time.  A small fee will be payable.  If you would like a copy of the information held about you please write to:

Subject Access Requests

Card Protection Plan Limited
Holgate Park
Holgate Road
York
YO26 4GA 

If you think any information CPP has about you is incorrect or incomplete, please write to us as soon as possible.  CPP will correct or update any information as soon as possible. 

 

1

Please print this page and keep it for you records.

Thank you for ordering your initial 12 month Card Rescue membership. We will send you an email to confirm that your order has been accepted then we'll send you an email and text (if we have your mobile number) with a temporary username and password so you can start using your Members’ Area straight away.   

If we are unable to supply you with Card Rescue we will inform you.

Your membership documents (including Terms and Conditions) will be sent to you by email when we confirm your order has been accepted. We will also send these documents out by post. Please check all the details we have for you are correct and read through the information regarding your product carefully. 

Any questions please email us or call us using the details on our contact us page.

0

Important Information: Card Rescue

Before you click ‘confirm and buy’ please make sure you have read the following information carefully:

By placing an order you agree to the following conditions:
1. You are 18 years old or over and you are resident in the United Kingdom and are accessing this Website from the UK.
2. You will provide us will full and accurate information in relation to your Card Rescue Membership.
3. You will give us notice if you change any of the contact details you give us when applying for your Card Rescue Membership.

Your Card Rescue service will provide:

24/7 Emergency assistance 
To report the loss of registered cards on the Card Rescue app or by logging on to your Members' Area. Alternatively, call our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost or stolen cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won't let us cancel cards on your behalf. In these situations, we'll do everything we can to help. 

Key tag
We’ll give you a key tag with the Emergency Assistance number for you to attach to your keys. If you lose them we can help reunite you with your missing keys.


Additional reassurance
If you inform us of the loss of any personal documents (e.g. driving licence, passport) along with with your cards, we can, if you agree, register your personal details with CIFAS to help reduce the risk of your identity being used unlawfully to obtain credit or funds or other products and services in your name.


Members' area and Mobile App
As part of your Card Rescue, you also get access to your own Members' area and Card Rescue app where you can manage your membership and report a registered card loss.


Add up to FOUR members of your household
You can include up to FOUR additional members living at the same address on your membership!

  • Your contract for the Card Rescue service will start on the date notified to you by us and will continue for an initial period of 12 months. Your contract will be extended automatically at the end of this 12 month period for further periods of 12 months unless you ask us not to before your next renewal date.  We will contact you before each renewal date to remind you.
  • The fee for your 12 month membership is £19.99 (incl. VAT). This fee covers all aspects of your membership.
  • You have a right to cancel your membership up to 21 days after the start date shown in your membership documents. If you choose to cancel during this period, your membership will be cancelled immediately and we'll give you a full refund.
  • You will receive your membership documents including terms and conditions by email. When you receive these please check all of the details we have for you are correct and read through the information regarding your product carefully. We will also send this information to you by post within 7 working days.


Please take time to read the Important Information About Card Rescue before you buy.


Any orders for Card Rescue placed on this website are subject to the Card Rescue terms and conditions which can be accessed by clicking here. Please read the Card Rescue terms & conditions carefully as it is important that you understand the terms and conditions that will apply to your contract before ticking the box below. If you don't understand the terms and conditions please feel free to call us on 0800 077 8479 †.


Please tick the box below before proceeding with your purchase.

1333700cardrescue@cpp.co.uk167911Card Rescue - Order Confirmation0

Before proceeding, please confirm that you have read and are happy with the following points

  • I confirm that I have had the opportunity to review the {0} about {1} and the {1} {2}.
  • I request that CPP begin to provide the Card Rescue service to me before the end of the cancellation period of 21 days specified in the Term and Conditions.
  • I authorise CPP to withdraw from my account, the membership fee notified to me as payable for any extension period, within 10 days of the relevant renewal date, unless I cancel my contract prior to the renewal date.
  • I confirm that the conditions of membership have been met.

*|MC:SUBJECT|*

Welcome to Card Rescue - Order Confirmation


Dear {FirstName} {LastName},

Thanks for joining Card Rescue. Wherever you are, Card Rescue gives you and up to four others in your household 24/7 assistance to cancel your lost or stolen cards from anywhere in the world and organise for replacements to be sent to your home.

We have attached a copy of your Card Rescue terms and conditions, along with the mobile app terms and conditions (which you will be required to accept when you first use the mobile app) and important information about your Card Rescue. Please take the time to read these carefully. We will also send this information to you by post within 7 working days.

Your Card Rescue contract starts on {TodaysDate} and will last for an initial period of 12 months. This will be extended automatically for further periods of 12 months unless you ask us not to before your next renewal date. We will contact you before your renewal date to remind you.

The Fee for the first Membership Period of £19.99 (incl. VAT) will be taken from your account within 10 days of the date on which you placed your order, from the payment card you selected.

You can cancel your membership up to 21 days after the start date and receive a full refund. If you cancel after 21 days, we will not refund your membership fee. Further details on your cancellation rights can be found in the attached Important Information.

If you want to, you can register your card details with us. This will make things easier for you in an emergency as we'll have all the information we need to cancel your cards and order replacements. You can report the loss of registered cards via the Card Rescue app on any compatible smartphone, or on your Members Area, www.cardrescue.co.uk/members, you will receive your temporary log in details in a separate email.

You can also call our Emergency Assistance team, on 0800 077 8479* from a UK landline or 0330 123 0966** from a UK mobile, to report the loss of all the cards in your wallet (even ones you haven't registered). Further details can also be found on downloading the app to your compatible smartphone here.

Thanks again for choosing Card Rescue.


Jason Walsh
Managing Director, Card Protection Plan Limited

Your Membership Details


Name: {Title} {FirstName} {LastName}
Membership fee: {ProductPrice}
Membership Start date: {TodaysDate}
Membership length: 1 Year
Membership renewal date: {TodaysDatePlusYear}
Payment frequency: Annual
Membership number {PolicyNumber}

Your Card Rescue


24/7 Emergency Assistance
You can report the loss of your registered cards on the Card Rescue app or by logging on to your Members Area. Alternatively, call our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost or stolen cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won't let us cancel cards on your behalf. In these situations, we'll do everything we can to help.

CIFAS Registration
If you lose personal documents (e.g. driving licence, passport) with your cards, if you agree, we will register your personal details with CIFAS to help reduce the risk of your identity being used unlawfully to obtain credit or other products and services in your name. CIFAS is a not for profit organisation, dedicated to the prevention of financial crime in the United Kingdom. Your CIFAS registration will last for 13 months and is available to over 18s only. For more information on CIFAS, visit www.cifas.org.uk

Key Tag
Your key tag will arrive in the post with your membership documents. Attach this to your keys and if they are found, we'll help return them to you.


Further information on your Card Rescue Membership can be found in the attached Terms and Conditions and Important Information.
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* Calls are free from UK landlines and mobile phones.

** Calls cost no more than calls to geographical numbers (01 or 02) and will be included as part of inclusive minutes in your package.


Card Rescue is provided by Card Protection Plan Limited. Registered office: Holgate Park, York YO26 4GA.
Registered in England with Company No. 1490503. Authorised and regulated by the Financial Conduct Authority, number 311489.
card-rescue02877Confirmation: {FirstName},{LastName},{Title},{PolicyNumber},{ProductName},{ProductVariantName},{ProductDescription},{TodaysDate},{TodaysDatePlusYear}028211739Card Rescue

Wherever you are, Card Rescue gives you 24/7 assistance to cancel your lost or stolen cards and organise replacements

170214802878287724/7 emergency assistance, 365 days a yearCard cancellationKey TagRegister 4 household membersCard Rescue | Lost & Stolen Card Rescue Service | CPPDirect.co.uk000Cancel lost cards, one call support, keytag, Emergency Assistance Wherever you are, Card Rescue gives you 24/7 assistance to cancel your lost or stolen cards and organise replacements00000Card Rescue

What is Card Rescue?

If you lose your cards it can be a real inconvenience and hassle. The things you need to get by, gone. Card Rescue turns hassle into help, anxiety into assistance and stress into a sense of relief.

Card Rescue is a membership service that gives you 24/7 assistance to cancel lost cards and sort out replacements for you and up to four additional members registered at your address. One free call to our Emergency Assistance team removes the hassle quickly and easily, leaving you free to get on with things. You can also report the loss of registered cards on the Card Rescue app or by logging on to your Members' Area.

We understand that, without your cards, things can come to a standstill. Which is why Card Rescue is here to get your life moving again.

 

  • 24/7 Emergency assistance

    You can report the loss of registered cards on the Card Rescue app or by logging on to your Members Area. Alternatively, one call support with our Emergency Assistance team 24/7, 365 days a year to report the loss of any cards. We will arrange for your lost cards to be cancelled and organise replacements to be sent to your home. There are a small number of card issuers who won’t let us cancel cards on your behalf. In these situations, we’ll do everything we can to help

  • Key tag

    We’ll give you a key tag with the Emergency Assistance number for you to attach to your keys.  If you lose them and they are found by a good samaritan who gets in touch with us, we can help reunite you with your missing keys.

  • Additional reassurance

    If you inform us of the loss of any personal documents (e.g. driving licence, passport) along with your cards, we can, if you agree, register your personal details with Cifas to help reduce the risk of your identity being used unlawfully to obtain credit or funds or other products and services in your name.  Cifas is a not for profit organisation, dedicated to the prevention of financial crime in the United Kingdom. Your Cifas registration will last for 24 months and is available to members aged 18 or over. Find out more about Cifas at http://www.cifas.org.uk/

  • Members' area and Mobile App

    As part of your Card Rescue, you also get access to your own Members' area and Card Rescue app where you can manage your membership and report a registered card loss.

  • Add up to FOUR members of your household

    You can include up to FOUR additional members living at the same address on your membership!

  • Do other card loss reporting products/services exist?

    There are other products and services available in the market that provide assistance with cancelling your lost and stolen cards. We recommend that you check whether or not you already have a similar product in place before you go ahead and buy Card Rescue.

    It’s really important that you understand our Card Rescue product in detail so that there are no surprises. We have included all the relevant information in the tabs next to the overview section so that you are able to access this information easily. Please view the Important Information about Card Rescue to read some more detailed information about Card Rescue before you order so that you can make sure that the product is right for you. 

One Call Card Cancellation | Card Rescue just £19.99000Cancel lost cards, one call support, keytag, Emergency Assistance Wherever you are, Card Rescue gives you 24/7 assistance to cancel your lost or stolen cards and organise replacements00000Card RescueCARD_PROTECTIONCPPCARDRESCUERESCUE2559RESCUE826819.99eCommerceMarketingTeam@cpp.co.uk0Pay By Card1 Year Membership (incl. VAT)1Add to basket

Important information about Card Rescue

It's really important that you understand our product in detail so that there are no surprises. Please make sure you read the information below before you buy so that you can make sure the product is right for you.

This summary gives you some of the important information you need to know about Card Rescue but does not include all of the details. The full terms and conditions applicable to Card Rescue can be read here on the terms and conditions page and in your membership documents. You should read the full terms and conditions carefully.

  • Who provides Card Rescue?

    Card Rescue is a membership service provided by Card Protection Plan Limited, which is a company registered in England and Wales at Companies House. Our registered office is Holgate Park, Holgate Road, York YO26 4GA and our registered number is 1490503. Our email address is cardrescue@cpp.co.uk. Our VAT number is GB 843 1909 25.

  • What is Card Rescue?

    Card Rescue is for those of us who carry many different credit, debit, store, membership and loyalty cards. If these cards were lost or stolen, it would take time and effort to cancel and replace the cards from the various organisations. We want to remove that hassle and inconvenience to leave you free to get on with things. The main features are:

    • 24/7 Emergency Assistance - Our Emergency Assistance team are available 24/7, 365 days a year to help you
    • One call card cancellation - In one call our Emergency Assistance team can help you cancel lost cards and order replacements
    • Key tag - We will give you a handy tag for your keys and should a good samaritan find your lost keys, they can contact us and we can help reunite you with them as soon as possible
    • Cifas registration - If you tell us you have lost personal documents at the same time you report a card loss or theft to us, if you agree, we will register your personal details with Cifas for 24 months to reduce the risk of your identity being used unlawfully to obtain credit or funds or other products or services in your name
    • Members’ area – This is where you can manage your membership and register your cards if you wish to speed up the cancellation process. If you don’t register your cards we can still cancel them for you, it just may take a little longer
    • Add up to FOUR extra members of your household – You can include up to four additional members living at the same address!
    • Card Rescue can be used as many times as you need it
  • Service Limitations

    If you only have one card, or cards with one issuer, this product probably isn’t for you as, in the event of loss or theft of your cards you could call to cancel them yourself quite easily.

    • Card Rescue is only available for purchase if you are 18 or over and are resident in the United Kingdom.  (Additional members registered on your membership do not have to be 18 or over)
    • There are a small number of card issuers who won't let us cancel cards on your behalf. In these situations, we'll do everything we can to help
    • We are not responsible for any costs you incur in connection with a card loss or theft, including any amounts which you have to pay for a replacement card, and/or any courier costs associated with delivering an emergency replacement to you
    • Any additional member who you have registered on your membership who is under the age of 18 years will not be able to be registered for or benefit from the Cifas registration feature of the service
  • Total cost of your 12 month membership

    The fee for your 12 month Card Rescue membership is £19.99 (including VAT). This fee covers all aspects of your membership (as described above and on the Overview tab) and there are no hidden extra charges. This fee should be taken from your account within 10 days of purchase.
  • Your membership will last for 12 months from the date of purchase and will renew automatically for further periods of 12 months unless you ask us not to before the next renewal date. We’ll contact you at least 45 days before each renewal date to remind you and we will use this opportunity to notify you of any changes in the membership, including any changes in the fee which will apply for the period leading up to the next renewal date.

    An annual membership fee will be taken within 10 days of each renewal.

  • Getting started

    Your membership is active as soon as you've purchased Card Rescue. Once you’ve purchased your 12 month Card Rescue membership, we'll send you an email and text (if we have your mobile number) with a temporary username and password so you can start using your Members’ area straight away. Your membership documents (including terms and conditions) will be sent to you by email within 5 working days, and if for some reason we can’t contact you by email, we will send the documents out by post.

    Your key tag will be sent to you by post in around 7 working days.

  • Cancellation

    Should you decide you don’t need Card Rescue after all, don’t worry, you will have a 21 day cooling off period from the start date shown in your membership documents during which you can cancel the membership for any reason and we'll give you a refund. You also have a right to cancel your membership for any reason up to 60 days after each renewal date and receive a refund.

    If you choose to cancel your membership outside of the periods set out above, you will not be entitled to a refund. For more details on how cancel see the Card Rescue terms and conditions.

  • Language

    All communications with you and documents we provide to you (including our terms and conditions) will be in English.

More detailed information on Card Rescue can be found in the terms and conditions. Please make sure you read these before you click to purchase Card Rescue.

Important Information | Card Rescue | CPP000one free call, emergency assistance, cancel lost or stolen cards, important information All the information you need to know about Card Rescue, a service that provides Emergency Assistance with one free call to cancel and replace all lost or stolen cards00000Card Rescue Important Information

Planned Maintenance: 12th June – 14th June, 2015:

We’re carrying out essential maintenance on our systems between 21:00 on Friday 12th June and 14:00 on Sunday 14th June. During these times it will not be possible to buy online. We apologise for any inconvenience this may cause.

100100Register Your Interest

Planned Maintenance: 7th June – 9th June 2014.

We’re doing some maintenance on our systems this weekend between 20:00 on Saturday 7th June and 06:00 on Monday the 9th June. During these times it is not currently possible to buy online.

We apologise for any inconvenience this may cause, however if you would like to register your interest; please complete the form below and one of our representatives will be in touch.

10010https://www.cppdirect.co.uk/media/156373/CPP_Mobile_App_Terms_And_Conditions.pdfhttps://www.cppdirect.co.uk/media/168063/CUT5422-Approved.pdf

Why Card Rescue?

If you lose your cards it can be a real inconvenience and hassle. Card Rescue turns hassle into help, anxiety into assistance and stress into a sense of relief.

Did you know..
  • 80% of UK adults carry a purse or wallet with them every day
  • 78% of UK Adults carry debit/credit cards with them every day
  • 61% were concerned about being able to cancel their cards immediately

(source: The Leadership Factor, January 2016)



# Prices are inclusive of VAT. VAT number: GB 843 1909 25.

* Calls are free from UK landlines and mobile phones.
‡ When calling from abroad, reverse charges.
† Calls cost no more than calls to geographical numbers (01 or 02) and will be included as part of inclusive minutes in your package.