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 on your credit card please call 0345 309 8099.
  • 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 £45 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.
  • I’ve forgotten my PIN. How can I get a reminder?
    If you’ve forgotten your PIN you can view it in the app or in your online servicing account. You can also request a PIN reminder by calling us on 0345 309 8099*.
  • Will I be able to change my PIN?
    Yes. You can change your PIN at most ATMs, 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, 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.

Persistent debt

  • What is Persistent Debt?
    Persistent Debt is where over a period of 18 months you’ve paid more in interest, fees and charges than you’ve repaid of the amount borrowed.

    The Financial Conduct Authority (FCA) has introduced new rules designed to help customers avoid this long term credit card debt. Under these new rules, we’ll write to you to let you know that your account is in Persistent Debt and what you should do to get out of this.

    If your account is still in Persistent Debt a further 18 months after we first wrote to you, we’ll write to you again, and ask you to contact us to discuss how you can get out of Persistent Debt.

  • What do I need to do to get out of Persistent Debt?
    If your account is considered to be in Persistent Debt, we’ll write to you to ask if you can afford to increase the amount you pay each month. Paying more towards your credit card balance will save you money in interest and will also help you to repay what you owe quicker.
  • What will happen if I've been in Persistent Debt for 36 months?
    We’ll contact you to let you know what options you can consider to pay off the balance more quickly (usually within three to four years).

    You’ll need to contact us to talk about your account. If we don’t hear from you within 30 days, we’ll suspend your account which will mean you won’t be able to spend on it.

  • What will happen if I do agree to pay more each month?
    We’ll help you work out how much more you need to pay off each month so that you’ll repay your credit card balance within the next three to four years. If you can afford to pay an even higher amount, you may be able to get out of Persistent Debt sooner and pay less interest overall. You may also find it easier to set up a fixed payment Direct Debit for this higher amount.
  • What if I don't get in touch with you?
    If you receive a letter because you have been in Persistent Debt for 36 months, we’ll give you 30 days to get in touch.

    If you don’t call us we’ll suspend your card which will mean you won’t be able to spend on it. You’ll still need to pay at least your contractual minimum payment and you’ll continue to pay more interest than you would if you were able to increase your monthly payments.

  • What if I don't want to increase my payments, can you suspend my credit card?
    Yes, the rules say that we must suspend your credit card if you decline to take action to repay your balance more quickly – even if you can afford to do so or if you don’t contact us. You won’t be able to use your card for any new spend. You’ll still need to pay at least your minimum contractual payment and you’ll continue to pay more interest than you would if you were able to increase your monthly payments.
  • I'm paying my minimum payment each month, so why are you telling me to pay more?
    Keeping up with your contractual minimum monthly payments is the most important thing, but consistently making minimum or low payments for a long time is an expensive way to borrow money. If you can pay off more quickly by increasing your payments, you’ll save money as you’ll be paying less interest and you’ll repay the outstanding balance more quickly.
  • What should I do now and why should I get in touch?
    First of all, please don’t ignore any letters we send you. Give us a call and we can discuss a way forward that works best for you.

    You’ll still need to pay your contractual minimum payment but we can discuss with you how you can pay off the balance more quickly and get out of Persistent Debit.

    If your account remains in Persistent Debt for 3 years and you don’t contact us, we’ll suspend your credit card, so you won’t be able to use it for any new spend.

  • What if I can't afford to pay any more?
    These new rules are about helping you save money over the long term, but if you are worried that you are finding it difficult to meet your current contractual minimum payments, or can’t make increased monthly payments, call us to see how we can help.

    Alternatively, if you would like to speak to someone independently about free, confidential and impartial advice on your finances, you can contact organisations such as:

    StepChange ( PayPlan ( Your local Citizens Advice Bureau (

    These organisations provide a source of help and guidance and will be able to give you information about different options available. If you’re already in touch with an organisation giving you financial advice, please let us know and we can deal with them directly.

  • Does being in Persistent Debt affect my credit score?
    Making minimum or low payments over a long period can have an effect on your credit rating. However, there’s nothing on your credit report about you being in Persistent Debt, or that your card may have been suspended due to Persistent Debt, so this won’t affect your credit score.