General Questions

  • Will I need a credit check?
    Yes. A credit check will be completed to ensure that the Credit Card you’ve applied for is right for you. This search will be recorded by the agency we use and may impact your ability to get credit in the short term.
     
    Details of the account, if opened, will be passed to Credit Reference Agencies and information about the running of the account such as the limit and balances as well as payment performance may be used by others.
  • Who do I contact if I do not receive my card?
    Contact us on 0345 3098 099 straight away.
  • How can I get my money back if I haven't received what I expected or do not recognise a transaction?
    To dispute a transaction conducted using your credit or debit card please complete the Transaction Dispute Form and send with all relevant information requested to the address on the form.
     
    Please bear with us as our processing of disputed transaction claims are taking longer than usual due to the volumes we are currently receiving. Your patience is appreciated. If you have already made a claim, you don’t need to call us: we will be in touch if we need further information.
  • How does a Credit Card work?
    A Credit Card is a form of payment that enables you to pay for goods and services in shops or online. Once you have obtained a Credit Card, you have an agreed credit limit with your provider which is the maximum amount you can spend using the card. You are required to pay off any balances on the card in full at the end of each month, otherwise you are charged interest on the amount outstanding on your account. You can also use Credit Cards to transfer balances from other cards, and to withdraw cash.
  • What sort of spending should I use a Credit Card for?
    A Credit Card is designed to provide short-term credit. As such it is not suitable for long-term borrowing as it would be an expensive source of such credit.
  • How do I make a balance transfer?
    You can request a balance transfer during the application process. You’ll need the card details you wish to transfer the funds from including the card number and amount to be transferred.
     
    If you’ve already applied and wish to make a balance transfer you can do this through your online account or you can call 0345 3098 099 and we can do this over the phone for you.
     
    The total balances we can transfer will depend on your credit limit. It may take between 2 and 3 weeks to process your application. Until then you may need to make a payment to your other Credit Card.
 

Security and Payments

  • What is a contactless payment?
    Contactless is a fast, easy and secure way to pay for goods and services under £30 without entering a PIN. To make a payment, all you have to do is follow the instructions on the terminal and place your contactless card over the contactless reader.
  • How will I know what my PIN is?
    Your PIN will be sent to you after your card. Make sure you memorise it and destroy any record of it. Never tell anyone else what your PIN is. Don’t forget you still need to sign the back of your card.
  • Will I be able to change my PIN?
    Yes. You can change your PIN at most Mastercard branded cash machines, but you’ll need to know what your existing PIN is to be able to do this.
  • What happens if I get my PIN wrong?
    You’ll have 3 chances to enter your PIN correctly when you’re trying to pay. If you enter it incorrectly 3 times in a row your PIN will be locked and you’ll need to unlock it before you can use it again. To unlock it call customer services on 0345 3098 099. If you’ve forgotten your PIN you call customer services on 0345 3098 099 and they can send you a new one by post.
 

Interest and charges

  • Where can I find out about interest and charges?
    You can find detailed information about our charges and interest rates in the Summary Box section for each credit card.
  • How is interest calculated?
    Your Credit Card may have different rates of interest for purchases, balance transfers and cash withdrawals.
     
    You’ll find your interest rates on your statement.
     
    Interest is calculated as a percentage on the amount you borrow. The longer it takes you to pay off your balance, the more interest you will have to pay.