Wealth Management

We work with you to understand your specific Real Estate investment requirements from sourcing the right property for you through to financing your acquisition.

Private Client Property Services

At BLME we value the trust that accompanies lasting relationships and we prioritise service over selling.

Real Estate

We provide finance to small and medium sized real estate developers, investors, and to high net worth individuals

Frequently asked questions

1. Card Support

  • 1.1. How do I get help if I have questions about my card?

    If you have questions related to your card please call the BLME Customer Services Team on +44 (0)20 3761 6761. The team are available between 8am – 6pm, Monday to Friday (excluding UK Bank Holidays). You may also find the answer to your questions within these frequently asked questions.

  • 1.2. What if I have a problem?

    If you have a query about the card itself, or you have an unknown transaction on your Private Banking Current Account, or a transaction has been declined but you have funds available on your Private Banking Current Account, please call the BLME Customer Services Team on +44 (0)20 3761 6761

2. PIN Retrieval and Card Activation

  • 2.1. I have received my card, now what do I do?

    Before you can start using the card you must take the following steps:

    • Sign the signature strip on the reverse of the card 
    • Obtain your PIN via IVR (Interactive Voice Response) or mobile by SMS (see 2.2. below)

    Your card is automatically activated when you retrieve your PIN.

  • 2.2. How do I retrieve my PIN?

    To retrieve your PIN, please follow either step below:

    1. Phone (Interactive Voice Response (IVR) retrieval): call +44 (0)20 3761 6761. You will be asked to enter the 16 digit card number, which is found on the front of your card and your date of birth.
    2. SMS (mobile SMS retrieval): send an SMS to +44 (0)7400 388 071 from the mobile you registered with BLME when applying for a BLME Private Banking Current Account card in the following format:

    PIN <Include a space> <Last eight digits of your card number with no spaces> 

                    For example:     PIN 12345678

    Once you have completed either of these steps your card will immediately activated. Please keep your PIN safe and do not write it down or share it with anyone

3. Lost or stolen cards

  • 3.1. What should I do if my card is lost or stolen?

    If your card has been lost or stolen, or you believe its security has been compromised, there are a number of ways you can ensure your card is blocked and protect yourself from fraudulent transactions.  

    • Log into your Card Portal at https://BLME.com/login and click on the Lost & Stolen page to block your card.
    • Call BLME Customer Services team as soon as possible on +44 (0)20 3761 6761. The team are available between 8am – 6pm, Monday to Friday (excluding UK Bank Holidays)
    • Call the IVR (Interactive Voice Response) on +44 (0)20 3761 6761 and press option 1 to report your card as lost or stolen. In order to use this option you will be asked to enter the 16 digit card number, which is found on the front of your card and your PIN. 
    • Temporarily block your card by using the SMS Service. This will stop any transactions being authorised using the card. To use this service send the following block SMS command to +44 (0)7400 388 071

    Lock<Include a space><Last 4 Digits of Card Number>    For example:     Lock 6724

    This must be sent using the mobile phone that you registered with BLME for Card Services.

    Please note that reporting your card 'Lost of Stolen' will result in the card being cancelled and a new card being ordered for you. 

    A temporary block will not cancel you card, it will simply ensure that no transactions are authorised until you are able to report it 'Lost of Stolen' or alternatively have found the card and decide to unblock the card. (See FAQ 4.3) 

4. Temporarily Blocking and Unblocking Cards

  • 4.1. What is the difference between Temporarily Blocking my Card and reporting it Lost or Stolen

    When you block a card you can unblock it at a later date, this is a temporary solution. When you report your card lost or stolen your card is cancelled and a new card is automatically ordered. Once a card has been reported lost or stolen it cannot be reactivated.

  • 4.2. How do I temporarily block my card?

    To block your card:

    • Log into your Card Portal account at https://BLME.com/login and click on the Lost & Stolen page and select the ‘temporarily block my card’ option.
    • Call BLME Customer Services Team as soon as possible on +44 (0)20 3761 6761. The BLME Customer Services Team are available between 8am - 6pm, Monday to Friday (excluding UK Bank Holidays). 
    • Call the IVR (Interactive Voice Response) on +44 (0)20 3761 6761 at any time and select option 5. In order to use this option you will be asked to enter the 16 digit card number which is found on the front of your card and your PIN. 
    • Use the SMS service and send the following block SMS command to +44 (0)7400 388 071

    Lock<Include a space><Last 4 Digits of Card Number>    For example:     Lock 6724

    This must be sent using the mobile phone that you registered with BLME for Card Services.

  • 4.3. How do I unblock my card?

    There are a number of ways you can unblock your card:

    • Log into your Card Portal account at https://BLME.com/login and click on the Lost & Stolen page and select the ‘unblock my card’ option.
    • Call the BLME Customer Services team on +44 (0)20 3761 6761. The BLME Customer Services Team are available between 8am - 6pm, Monday to Friday (excluding UK Bank Holidays).
    • Use the SMS service and send the following unblock SMS command to +44 (0)7400 388 071:

     Unlock<Include a space><Last 4 Digits of Card Number>      For example:     Unlock 6724

5. Card limits and expiration

  • 5.1. Can I use my BLME card anywhere?

    To ensure BLME and our product offering remain compliant with Sharia’a principles there are some restrictions on where you can use you BLME card.  You cannot use the BLME card for any of the following:

    • Purchasing goods or services at drinking establishments such as bars, taverns or cocktail lounges
    • Purchasing goods at off-licences or alcohol stores
    • Purchasing dating or escort services
    • Betting or gambling such as lottery tickets, race courses, online and offline betting and casinos.

    To prevent fraud BLME restricts the use of your card in certain locations such as the US. However, if you travel to the US and want to use your BLME card you just need to get in touch with BLME Customer Services and we can lift this restriction for the duration of your visit.

    When using your card you must also comply with all the laws and regulations as applicable in the country of use.

  • 5.2. How much can I withdraw from an ATM

    Details of the maximum cash withdrawal limits were provided in your BLME card Terms and Conditions. BLME will write to inform you of any changes to this limit.

    Please note that some ATMs may have a maximum transaction amount that may be considerably below your BLME daily limit. It is possible to use multiple ATMs during the same day, subject to the maximum cash withdrawal limit not being exceeded.

  • 5.3. Are there any limits on the value of transactions I can make with my card?

    Details of the maximum daily spend limits were provided in your BLME card Terms and Conditions.  BLME will write to inform you of any changes to these limits. 

  • 5.4. What are the limits on contactless payments?

    The current transaction limit is £30 however this limit may change from time to time.

  • 5.5. Does it have a credit limit?

    No, this is not a credit card and carries no credit limit. In addition to the daily spend and cash withdrawal limits of the card, you cannot spend more money than is held in your Private Banking Current Account.

  • 5.6. Does my card ever expire?

    Yes, you can find the expiry date on the front of your card. If your card is due to expire a replacement card will be sent to you within 10 days prior to the expiration date along with instructions on how to activate your new card. A new PIN is issued whenever a new card is provided.

    If you have not received your new card 10 working days before your current card expires, please contact the BLME Customer Services  on +44 (0)20 3761 6761.

6. Requesting additional or replacement cards

  • 6.1. How do I request a replacement card?

    BLME will automatically reissue a new card when your current card nears expiry (see 5.6 above).

    If your card was lost or stolen a replacement card will be sent automatically when you report the loss or theft.

    If you card has been damaged, please contact your Relationship Manager or call the BLME Customer Services Team on +44 (0)20 3761 6761.

  • 6.2. Can I order an additional card?

    No, the cards are personal and we only offer one card per individual named on the Private Banking Current Account.  

7. Card fees and conversion rates

  • 7.1. Are there any fees for using my card?

    The only fee applied on your card is the Foreign Exchange Currency Fee when you conduct transactions not in British Pound.

    The Foreign Exchange Currency Fee is 3% of the transaction amount, as converted to British Pound, and will be applied to your Private Banking Current Account. This fee is subject to change however you will be informed of any changes to the fees associated with your card in line with the BLME card Terms and Conditions.

  • 7.2. What currency conversion rate applies to my card?

    If you are paying for goods and services or making ATM withdrawals in a currency other than in British Pound, the amount payable will be converted at the Mastercard® conversion rate at the time your transaction is processed. The Mastercard® conversion rate is displayed on https://www.mastercard.com/global/currencyconversion.

    The Mastercard® conversion rate may vary during the day and is not set by us. Note that exchange rates can fluctuate and that they may change between the time when the transaction has been made and the time when it is settled and billed to your Private Banking Current Account.

8. BLME Payment Cards

  • 8.1. What is the BLME card?

    It is a payment card that allows you to access the funds held in your Private Banking Current Account up to the daily limits detailed in your BLME card Terms and Conditions. Your card functions in the same way as a debit card. 

  • 8.2. How do I apply for a Card?

    You will need to complete the Private Banking Current Account and Payment Card application forms.  Your Relationship Manager will be able to send you the required documents on request or email cards@blme.com

  • 8.3. Are there any application criteria?

    A minimum balance of £50,000 should be maintained on your Private Banking Current Account and we must have successfully completed the account opening procedure.

  • 8.4. How does a BLME card work?

    BLME cards draw money directly from your BLME Private Banking Current Account whenever you make a purchase. When you make a purchase a hold of the amount of the purchase is applied to your account. Then the seller (merchant) sends the transaction to their bank and the funds are debited from your account and then transferred to the seller (merchants) account. On rare occasions it can take several days for the transaction to go through the full process.  For this reason, it is important to maintain the minimum balance in your BLME Private Banking Current Account. You can check your balance in the BLME Card Portal.

    A merchant is an individual or business that sells goods or services.  These goods or services can be purchased face-to-face in a shop or remotely via the internet or over the phone.

  • 8.5. What is contactless?

    Contactless is a payment function for transactions of up to £30 in the UK. Please note that the contactless transaction limits vary in other countries and this limit is subject to change. You can pay for your goods at checkout simply by holding your card in front of a contactless card-reader. All BLME Mastercard® cards have contactless technology and you can use the contactless method of paying.

  • 8.6. Who issues your cards?

    BLME cards are issued by Prepaid Financial Services Limited pursuant to a licence from Mastercard® International Incorporated. Prepaid Financial Services Limited is regulated and authorised by the Financial Conduct Authority, registration number 900036. Registered Office: Fifth Floor, Langham House, 302-308 Regent Street, London, W1B 3AT. Company Registration number: 06337638. The BLME card is a Prepaid Financial Services product

9. Changing personal details such as address and mobile phone number

  • 9.1. What happens if I change my address?

    You must notify your Relationship Manager at BLME immediately or email us at cards@BLME.com. You cannot change your address via the BLME Card Portal. In order to protect your personal information we may ask for proof of your new address. 

  • 9.2. I have a new mobile phone number, what should I do?

    It is important that BLME has the correct mobile phone number for you. Without the correct mobile phone number BLME will not be able to recognise or process SMS instructions such as retrieving your PIN or temporarily blocking your card.

    Please notify your Relationship Manager at BLME immediately or email us at cards@BLME.com to inform us of your new mobile number.

10. Transactions and purchases

  • 10.1. Can I withdraw cash using the card?

    Yes, this card can be used for ATMs withdrawals.

  • 10.2. What if the amount of my purchase is more than my available balance?

    In this case your purchase will be declined. You can only use your card to access available funds in your Private Banking Current Account and this is subject to daily transaction and cash withdrawal limits.

  • 10.3. I do not recognise a transaction, what should I do?

    Please contact us on +44 (0)20 3761 6761 immediately and provide details of the transaction you do not recognise or know to be unauthorised. You can also block your card if you think that the security of the card has been compromised. You can block your card by: 

    • Logging into your Card Portal at https://BLME.com/login and  temporarily block your card.
    • Call BLME Customer Services team as soon as possible on +44 (0)20 3761 6761. The team are available between 8am - 6pm, Monday to Friday (excluding UK Bank Holidays).
    • Temporarily block your card by using the SMS Service. This must be sent using the mobile phone that you registered with BLME for Card Services. This will stop any transactions being authorised using the card.

    You can do this by sending the following command to +44 (0)7400 388 071:

    Lock<Include a space><Last 4 Digits of Card Number>    For example:     Lock 6724

    Please note that reporting your card ‘Lost or Stolen’ will result in the card being cancelled and a new card being ordered for you.

    A temporary block will not cancel the card it will simply ensure that no transactions are authorised until you are able to report it ‘Lost or Stolen’ or alternatively decide to unblock the card (see FAQ 4.3)

  • 10.4. I think I may be the victim of theft or fraud, what should I do?

    You should immediately report your card as stolen to prevent any further fraud taking place. You can report your card stolen by: 

    • Logging into your Card Portal at https://BLME.com/login and click on the Lost & Stolen page and either report your card lost or stolen or temporarily block your card.
    • Call BLME Customer Services team as soon as possible on +44 (0)20 3761 6761. The team are available between 8am - 9pm, Monday to Friday (excluding UK Bank Holidays).
    • Call the IVR (Interactive Voice Response) on +44 (0)20 3761 6761 and press option 1 to report your card as lost or stolen. In order to use this option you will be asked to enter the 16 digit card number, which is found on the front of your card and your PIN.
    • Temporarily block your card by using the SMS Service. This must be sent using the mobile phone that you registered with BLME for Card Services. This will stop any transactions being authorised using the card.

    You can do this by sending the following command to +44 (0)7400 388 071:

    Lock<Include a space><Last 4 Digits of Card Number>    For example:     Lock 6724

    Please note that reporting your card ‘Lost or Stolen’ will result in the card being cancelled and a new card being ordered for you.

    A temporary block will not cancel the card it will simply ensure that no transactions are authorised until you are able to report it ‘Lost or Stolen’ or alternatively decide to unblock the card (see FAQ 4.3)

11. Card security

  • 11.1. Is the card safe and secure to use?

    Yes. BLME uses a robust fraud monitoring service. For online purchases 3D secure (see 11.2) is used and for transactions made in person there is CHIP and PIN.

    It is important that you keep your card safe and your PIN secure. Please do not write your PIN down or share your PIN with anyone. Please refer to the BLME card Terms and Conditions.

  • 11.2. What is 3D Secure?

    3D Secure allows shoppers to create and assign a password to their card that is then verified whenever a transaction is processed through a site that supports the use of the scheme. The addition of password protection allows extra security on transactions that are processed online.

  • 11.3. How do I protect my PIN?

    You must keep your card, PIN and any other security details safe and not let anyone else use them.

    We will never ask you for your PIN other than via the automated IVR (Interactive Voice Response) system and you should never reveal it to anyone.

    You can change your PIN to something more memorable at most Mastercard® compatible ATMs within the UK by following the onscreen instructions, subject to the relevant ATM provider offering this service.

    For security reasons, your card PIN may be disabled if you enter your PIN incorrectly. To unblock your PIN you will need to call the Customer Service team on +44 (0)20 3761 6761 to have the card unblocked.

    We recommend that you check the available balance on your account and monitor your card transactions regularly. You can do this via the Card Portal account at https://BLME.com/login, or by calling BLME Customer Services or by checking your bank statements.

  • 11.4. Are contactless payments secure?

    Your contactless card has the same anti-fraud protection as regular 'Chip & PIN' cards. If your card is lost or stolen, your card has protection against fraudulent use loss, provided that you inform us as soon as you realise your card is missing. For added protection, you will occasionally be asked to enter your PIN when making a payment and your PIN will always be needed for payments of over £30.

12. Interactive Voice Response (IVR)

  • 12.1. What is IVR (Interactive Voice Response)?

    Interactive voice response is a technology that allows a computer to interact with humans through the use of voice and dual-tone multi-frequency signalling (DTMF) keypad inputs.

    It means you can use your telephone to navigate your way through a computer by either selecting the numbers on your telephone keypad or by using simple voice commands.

  • 12.2. Why do I need to call the IVR (Interactive Voice Response)?

    Certain functions can be carried out using the IVR (Interactive Voice Response). These include:

    • Pin retrieval & card activation: When your card arrives it will not be activated for security purposes. To activate and obtain your PIN, you must use the IVR (Interactive Voice Response) or SMS as described in FAQ 2.1 and FAQ 2.2
    • Balance Enquiry: Check the current available balance on your Private Banking Current Account.
    • PIN Recall: You can retrieve your PIN from the IVR (Interactive Voice Response) if you have forgotten it.
    • Lost & Stolen: You can report your card lost, stolen or misplaced. This will cancel the card and prevent any further transactions. A new card will be ordered for you to replace this card.
    • Temporary Block: You can place a temporary block on your card. This will stop any transactions being authorised using the card.
  • 12.3. What number do I dial to access the IVR (Interactive Voice Response)?

    Please call +44 (0)20 3761 6761

    This is available 24 hours a day, every day.

    If your query is not covered with IVR (Interactive Voice Response)  press option 0 on the IVR (Interactive Voice Response)  to speak directly to the BLME Customer Services  team. The team are available between 8am - 6pm, Monday to Friday (excluding UK Bank Holidays). 

    Check these FAQs to see if your query is covered and if you can’t find the answer you’re looking for you can also call your Relationship Manager

13. Card Management via SMS

  • 13.1. How do I manage my card with SMS?

    Certain functions can be carried out by sending SMS commands to +44 (0)7400 388 071.  These include:

    • PIN retrieval & Card Activation: When your card arrives it’s not activated for security purposes. To activate and obtain your PIN, you can send the following SMS command to +44 (0)7400 388 071:

    PIN<insert space><last 8 digits of your card> 

    Example: PIN 38462047

     This can also be used if you’ve forgotten your PIN and want to be reminded of the number.

    • Balance Enquiry: Check the current available balance on your Private Banking Current Account by sending the following SMS command to +44 (0)7400 388 071:

    Balance<insert space><Last 4 Digits of Card Number>

    Example: Balance 6724

    • Block Card: You can place your card in a blocked status if it is lost/stolen/misplaced. This will stop any transactions being authorised using the card. You can do this by sending the following command:

     Lock <Last 4 Digits of Card Number>

    • Unblock you card: You can remove a temporary block placed on your card. This will reactivate your card.

    Unlock<insert space><Last 4 Digits of Card Number>

    Example:             Unlock 6724

14. Cancelling a BLME card

15. Making complaints