Help and support centre
We’ve got all the answers to your questions in our help and support centre. Whether you’re after support with your finances or need help managing your account, you’ll find all the info here.
Common questions
Reporting fraud
Worried you’ve fallen victim to a scam or fraud? We’ve got you covered.
Popular topics
Existing customer support
Help with money issues
Find the right advice to tackle your financial struggles, change your repayment plan or reduce the amount you’re paying back.
Additional support
Mobile Banking App
Manage your credit card, savings, loan and Clubcard Pay+ accounts on the go.
Guides and learning resources
Credit card payment calculator
Find out how much money you could save by changing how you pay off your credit card.
Borrowing guides
How to improve your credit score, and find out how credit scores and loan repayments work.
Credit Card rewards info
Handy tips about our Credit Card rewards.
Top frequently asked questions
We’ll include any expiry dates for introductory offers on your statement 2 months before they expire. For further support or to confirm this date, give us a call on 0345 300 4278*
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
You can request a new PIN, or a reminder if you forget your current PIN, online or by phone.
Online
Log in to Online Banking, click on your account and then select ‘More’ on the right hand side. A drop-down menu should open and, from this menu, select ‘Your Card’. On the next page, choose ‘Get a PIN reminder’ before confirming your address. We’ll then send your PIN number to you by post, and it should arrive in 2-3 working days.
By phone
Call us on 0345 678 5678* and we'll send a new PIN to you. You'll receive your PIN number within 2-3 working days by post.
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
Yes, you can settle your loan at any time during the loan term. Visit our page on early settlements to find out more about how to settle your loan.
If you apply online, we try to give an instant decision with 1 of 3 outcomes. We’ll either confirm if you are accepted, let you know if we need more information (see below), or if you're declined.
If you’ve been approved, we'll either send you a credit agreement to check and sign, or where possible, you can sign your credit agreement online. We’ll then use Faster Payments to send the money directly to your bank account. Faster Payments can take up to 48 hours, and the money can be withdrawn as soon as the funds reach your account.
Next steps, if we need more information:
- If you're approved, we'll send you a credit agreement for you to sign and return.
- If you're approved in principle, we'll send you a credit agreement to sign and return and a list of any other documentation we need.
- If we can’t lend to you, we'll let you know.
It may take between 5 -10 days for us to check everything is okay with your application. As we try to do this quickly, we don’t send an acknowledgement email or letter. However, we'll let you know when a decision has been made. Once your returned agreement is processed, we use Faster Payments to send the money to your account.
If you gave us your mobile number during your application, we’ll text you when the funds have been sent. We’ll follow this up with a welcome letter.
For more information, or if you have any questions, please call us on 0345 600 6016* (Monday - Friday 8am - 8pm, Saturday - Sunday 9am - 3pm).
*Calls may be recorded. This number may be included as part of any inclusive call minutes provided by your phone operator.
Contact us - we’re here to help
Have a question or need help applying? Our friendly, UK-based customer service team is here to help.