Frequently asked questions
How do I activate my card?
Activating your new card is easy – simply follow the instructions when you log in to the Online Account Manager. Alternatively, you can call us on the number on your activation sticker.
My card has expired and I have not received a new one yet. What should I do?
Please send us an email via the Contact Us page, or call us on the number on the back of your card and we’ll arrange for a new card to be sent within 3-6 working days.
I have lost my card or my card is damaged, how do I replace it?
Call our Customer Services, we’ll issue you with a replacement card straight away. Your existing card will not work after you've spoken to us, a new card and PIN will be delivered within 6 working days.
When will I receive my first statement?
You will usually receive your first statement within 51 days of your first purchase, and then on or around the same date each month.
Can I change my statement date?
Yes, please call our Customer Services.
Can I change my payment due date?
Yes, you can. You can choose from 4 dates throughout the month. If you'd like to change your payment due date, please call us on 0371 376 9214.
Calls may be recorded. Calls charged at a basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator
Where can I see when my next payment is due?
You can find this under My Account - ‘Your Statement’ section when you click on Your Account. It will also be shown on your monthly statement.
How do I set up a Direct Debit?
You can set up a Direct Debit online via the Direct Debit page, please follow the instructions. Or call Customer Services.
Can I amend or cancel my Direct Debit online?
If you wish to amend or cancel an existing Direct Debit please contact us by email via the Contact Us page, or call us on the number on the back of your card.
Can I make a payment using my debit card?
Yes, to do so, go to the Card Payment page and follow the instructions. We can only take payments by debit card, credit cards are not accepted as a payment method.
How many days will it take for my online payment to reach my account?
Your payment will be credited to your account within 3 working days.
What do I need to quote as a reference when making payments?
Please quote your full credit card number when making payments to make sure they go to the correct account.
Am I able to set up a standing order to make payments to my account?
Yes, to set up a standing order with your bank you will need to quote the 16 digit number on your card as your reference, along with our sort code and account number:
- To pay your Mastercard account quote: sort code: 40-63-84 and account number: 86447010.
- To pay your Storecard account quote: sort code: 40-63-84 and account number: 86009016.
The payment will be credited to your account within 3-5 working days, so make sure you leave enough time for it to reach us before your payment due date. Please note you have sole control over any standing order you set up, if you wish to stop making payments using this method you will need to contact your bank.
How do I pay my account at a bank?
You will need to complete the Giro slip at the bottom of your printed statement and take this into your bank to make a payment. Please allow 5 working days for the payment to reach your account.
How do I pay my account using my bank’s Telephone Banking?
You can make a payment to us via your Telephone Banking by quoting your 16 digit card number as your reference along with our sort code and account number:
- To pay your Mastercard account quote: sort code: 40-63-84 and account number: 86447010.
- To pay your Storecard account quote: sort code: 40-63-84 and account number: 86009016.
Please allow 5 working days for the payment to reach your account.
How can I make a payment in the event of a postal delay?
To ensure that your payments reach us in time, we would recommend that you make a payment to us either via your Online Account Manager, by your bank's internet or telephone banking.
I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?
No, we are unable to split payments across more than one account. Where you are paying by any other payment method other than Direct Debit please ensure that you make separate payments for each account you hold with us quoting your full card number.
Why is my recent payment not showing on my account?
Please check the money has left the account you paid from. Please allow 3-5 working days for the funds to reach us. If the payment is still not showing after 5 working days then please email us via the Contact Us page, or call us using the number on the back of your card and we’ll investigate further for you.
What do I do if a payment I have made goes missing?
Please call us on the number on the back of your card. We will need to have full details of the payment in order to investigate, missing payments can take 7-10 working days to be allocated to the account. We can only investigate a payment that has actually been debited from your bank account and then not received into your card account.
Can I transfer money to my bank account?
To transfer money to your bank account, you need to request a Cash Advance. Please call us on the number on the back of your card and we can look into this for you. Please note this is subject to account status, there will be a Cash Handling Fee of up to 5% or £5 (whichever is greater) for doing so. The Cash Handling Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm. A Cash balance may be subject to a higher APR than other transactions on your account and interest will be payable from the date of the transaction.
What is a Cash Handling Fee?
A Cash Handling Fee is a charge for withdrawing cash from a cash machine, requesting a Cash Transfer or a Cash Advance. Certain transactions such as gambling and mobile top ups will also incur this charge. The Cash Handling Fee may be up to 5% or £5 (whichever is greater). The Cash Handling Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm. A Cash balance may be subject to a higher APR than other transactions on your account.
My account is in credit. How do I get these funds returned to me?
To request a refund of your credit balance, please call Customer Services. Refunds can take 7-10 working days to be refunded and will need to go back to the source of the payment, proof may be requested.
How long does it take for a purchase to show on my account?
Purchases usually take up to 3 working days to appear on your account.
Are pending transactions included in my current balance amount?
Pending transactions will only appear on your balance once they are on your statement; however, the amount you’ve spent will be deducted from your available credit limit immediately.
How can I view recent transactions on my account through online servicing?
Select my Statement and recent transactions will show at the bottom of the page. It can take up to 3 working days from the date of purchase for transactions to show online.
How long does it take for a refund to reach my account?
Can I cancel a purchase on my account?
No, you would need to contact the company where the purchase was made to do so. If they are unable to cancel a transaction then a Dispute can be logged with us to investigate (providing the transaction has displayed on your statement). To log a Dispute please download and complete the attached form and send it through to us.
There is a transaction showing that I do not recognise, what should I do?
You may not recognise the transaction as companies sometimes have different trading names. If however you do not believe that a transaction was made by you or an additional cardholder, please contact us by email via the Contact Us page or complete the query form on the back of your paper statement.
What shall I do if I need to dispute a purchase on my account?
To help us investigate your disputed transaction, please complete and submit a disputed transaction form here.
What promotional offers are available on my account?
You will be sent details of offers available to you within your statement, via post, text, email or by phone, (if you have signed up to be contacted by us).
If you wish to change your Marketing preferences please go to ‘Change marketing settings’ on your Online Account Manager, or contact our Customer Services.
Is there a fee for making a Balance Transfer?
A fee of up to 5% (minimum fee £5) will be charged on the amount of each Balance Transfer, unless we tell you otherwise. The Balance Transfer Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm.
How long will my balance take to transfer?
We aim to transfer your balance within 5 to 10 working days.
What interest rate do I pay for a Balance Transfer?
We regularly offer promotional rates to our customers, although the Credit Card does not have an initial promotional rate. These can differ from month to month and could be for a fixed period of time, or until the transferred balance has been repaid in full. The rate and period of any promotional offer can be found within the Balance Transfer terms and conditions relating to that particular offer. You’ll be charged interest (where it applies) at the promotional rate from the day the balance is transferred. If you’re offered a rate for a fixed period of time, any balance remaining at the end of the period will revert to your standard rate.
To keep a promotional rate, you need to stay within your credit limit and pay at least the minimum amount on time, or your interest rate will revert to your standard interest rate for Balance Transfers (variable).
Can I stop a balance transfer after it has been requested?
Can I transfer a balance today?
You can transfer a balance from another credit or storecard in your name at any time, providing you have enough available credit. Until the transferred balance appears on your monthly statement you should continue to make payments to your other lender. Balance transfers from existing Mastercard and storecard accounts issued by Creation Financial Services, and Mastercard accounts originally issued by Sygma Bank UK, are not permitted.
How much balance can I transfer?
There is a limit to the amount that can be transferred at a promotional rate. The minimum amount is £50. The maximum amount is up to 90% of your available credit limit. For example, if you have a credit limit of £1,000 and your current balance is £500, you can transfer £450. However, if your current balance is £0, you can transfer £900.If you'd like to transfer a balance larger than your current credit limit would allow, or want to ensure that you still have funds for new purchases, then call us on $phoneNumber, and we'll be happy to discuss.
Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.
How much will I have to repay each month for a Balance Transfer?
Your monthly statement will tell you the minimum amount you need to pay and the date that payment is due. The minimum payment is 1% of your outstanding balance, plus any interest added to the account, plus any fees or charges. You can then choose to pay either this amount – or more if you prefer. We will allocate your payments to pay balances relating to higher interest rates first. Where fees and charges are payable your payment will be allocated to the interest rate applicable to these fees and charges, again relating to the higher interest rate first. Please remember that our promotional offers all have end dates, so to benefit from a specific rate make sure you apply before the offer end date. We reserve the right to refuse a Balance Transfer.
What if I do not have a PIN and want to withdraw cash?
Please check that you have a cash limit on Your Statement page. If you do and you don’t have a PIN, please call us on the number on the back of your card and we can request one for you. Your PIN can take up to 6 working days to be delivered.
Can I use my card to withdraw cash?
Yes. If you have a cash limit displayed on Your Statement page, then you are able to withdraw cash from any cash machine displaying either the LINK or Mastercard logos (up to £250 for Storecards and £300 for Mastercards per day or £500 per week, up to your available cash credit limit). There will be a Cash Handling Fee of 5% or £5 (whichever is greater) for doing so. The cash machine may also charge you a fee for cash withdrawal. A Cash balance may be subject to a higher APR than other transactions on your account and interest will be payable from the date of the transaction.
I have forgotten my PIN - can you help?
For security reasons we do not store card PINs on file. We can send you a card PIN reminder by post which will arrive within 6 working days. Please send us an email via your Online Account Manager, or call us on the number on the back of your card to request this.
What is the maximum amount of cash I can withdraw each day?
You can withdraw up to £250 for Storecards and £300 for Mastercards per day or £500 a week (up to your available cash credit limit).
How do I remove an additional cardholder from my account?
Will my card PIN be the same as an additional cardholder's PIN?
No, for security reasons, both cardholders will have their own unique PIN.
Can I use my card when I am abroad?
Yes, your Mastercard can be used in over 33 million locations worldwide, wherever the Mastercard symbol is displayed.
When I use my credit card abroad will I incur any charges for doing so?
There will be a 2.99% foreign currency conversion fee for each transaction made. The foreign currency conversion fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm.
You can also withdraw cash abroad, from wherever Mastercard symbol is displayed (subject to your available cash limit), there will be a 2.99% foreign conversion fee and a Cash Handling Fee of up to 5% or £5 (whichever is greater) for each transaction. Please note the cash machine may also charge a fee. A Cash balance may be subject to a higher APR than other transactions on your account and interest will be payable from the date of the transaction.
How do I make a payment from abroad?
To ensure your payments reach us in time, we recommend that you make a payment to us either via our online servicing site, by your bank's internet or telephone banking.
If I am due to go on holiday, should I let you know where and when I am going?
If I need to contact you from abroad, what number do I need to call?
The number is $phoneNumberAbroad.
Calls may be recorded. If you call from abroad rates may vary depending on your phone operator.
Can I withdraw cash on my card when I am abroad?
Yes you can withdraw cash from wherever the Mastercard symbol is displayed, there will be a 2.99% foreign conversion charge and a £5 or 5% Cash Handling Fee (whichever is greater).
How do I request an increase to my credit limit?
How do I know if my request to increase my credit limit has been successful?
If your request has been successful, we will let you know via email and your new credit limit will show on your online account immediately. You’ll also receive confirmation of your credit limit increase on your statement.
My credit limit increase request was declined, can I apply again?
How do I reduce my credit limit?
I have recently changed my name, how do I let you know?
In order for us to change the name on your account, please send us either the original or a certified copy document that confirms the change in name. We recommend that this is sent via Recorded Delivery to Creation Customer Services, Chadwick House, Blenheim Court, Solihull, West Midlands, B91 2AA. We can accept changing name documents via email.
Once we have processed the provided document we will return it to you via Recorded Delivery (if an original), or if you have provided a copy we will securely destroy it.
How do I change the address on my account?
To change your address, go to My Profile at the top right within your Online Account Manager. Alternatively you can call us on the number on the back of your card or write to us at Creation Customer Services, Chadwick House, Blenheim Court, Solihull, West Midlands, B91 2AA.
How can I change my email address?
To change your email address, go to My Profile and follow the instructions. Alternatively you can call our Customer Services.
How can I change my telephone numbers?
To change your telephone numbers, go to My Profile and follow the instructions. Alternatively you can call our Customer Services.
Can I register more than one card account under one username on online servicing?
No, each card account you have with us, which is also registered for the Online Account Manager, will have a unique username.
How can I change my password?
You need to go to My Profile then change Password and follow the instructions
How can I change my Passcode?
You need to go to My Profile then Change Passcode and follow the instructions.
Who has access to my account information via my Online Account Manager?
For security reasons, access to the Online Account Manager is restricted to the main cardholder on the account.
Can I view my PIN online?
We don’t currently offer the ability to view your PIN online. If you need a PIN reminder you can order one by contacting Customer Services.
Why have I received a returned payment / failed Direct Debit fee?
Why have I received a late payment fee?
A late payment fee is applied if we don’t receive a payment, if we receive payment after the due date or if it was for an amount lower than the minimum amount required. There will be a £12 fee if your payment is missed, late or lower than the minimum amount required.
What does the 'You Have Failed to Make a Minimum Payment' message mean?
How can I avoid a late payment fee?
You need to ensure that you have made the minimum payment shown on your statement and have allowed sufficient time for your payment to reach us. To make sure you don’t miss a payment, you can set up a Direct Debit through your Online Account Manager. Cheque payments can take up to 14 working days and debit card payments can take 3-5 working days. Bank holidays are not counted as a working day.
Why have I been charged an over limit fee?
Over limit fees are charged if your balance goes over your agreed credit limit. There will be a £12 fee if your account goes over your credit limit.
What happens if I cannot make my minimum payment?
If you don't manage to pay by the due date, this will likely result in fees being charged to your account. This will affect your credit file. If you are experiencing difficulties making a payment and wish to look at setting up a payment plan arrangement you can do so by calling 0371 376 9214.
Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.
Please don’t let your finances get on top of you – because we can help. You might want to contact one of the organisations below, who offer free and confidential support and advice.
StepChange Debt Charity; Telephone: 0800 138 1111, Website: www.stepchange.org
National Debtline; Telephone: 0808 808 4000, Website: www.nationaldebtline.org
Payplan; Telephone: 0800 280 2816, website: www.payplan.co.uk
Advice UK; Telephone: 0300 777 0107, website: www.adviceuk.org.uk
Citizens’ Advice Bureau; Telephone: local numbers can be obtained from your local telephone directory or yellow pages or from the website, website: www.adviceguide.org.uk
Citizens’ Advice Scotland; Telephone: 0131 550 1000, website: www.cas.org.uk
Money Advice Trust; Telephone: 0808 808 4000, website: www.moneyadvicetrust.org
British Banking Association; website: www.bba.org.uk
How do we charge interest?
We will charge Interest on Standard Purchases, Cash Advances, Balance Transfers, Charges and Promotional Purchases, starting on the transaction date and ending on the date you pay the Outstanding Balance in full (whether or not any of the items appear on the Statement). Payments will only be considered to be made upon receipt of cleared funds. We will charge Interest on Interest you already owe, at the rate, which applies to the relevant part of the Agreement (for example, Standard Purchases, Cash Advances, Balance Transfers or Promotional Purchases). We will always charge Interest on Charges (other than Cash Handling Fees) at the rate which applies to Standard Purchases. Interest at the Cash Advance rate will be applied to Cash Handling Fees.
We calculate Interest on the average daily Outstanding Balance since the previous Statement Date. Any residual Interest calculated on the Account, but not shown on the latest Statement, will be shown on the following Statement and be payable by the due date shown on that Statement. Where some interest is payable in any Statement period we will charge at least £0.50.
We will not charge Interest on Standard Purchases shown on your Statement if you pay off the whole Outstanding Balance shown on that Statement, and on the Statement before, by the payment due date.
Interest will not accrue on any credit balance on the Account. You may request immediate repayment of any credit balance on the Account.
We may, from time to time at our discretion and for such period as we deem fit, by written notice to you:
(a) vary the Charges under any part(s) of this Agreement having regard to your credit profile/credit rating at the time of your application;
(b) vary the Interest rate(s) or fees under any part(s) of this Agreement, having regard to your performance under this Agreement or your credit profile; and/or
(c) charge lower Interest rates on higher Outstanding Balances.
The total charge for credit and APR are calculated on the assumptions that credit of £1200 is being provided in full on and for a period of one year from the date of this Agreement; the Interest rate is that relating to Standard Purchases; and the credit is repaid in 12 equal instalments and at monthly intervals, beginning one month after the date of this Agreement.
What is trailing interest?
Trailing interest (also known as residual interest) is the amount of interest that accrues between when you pay off your credit card bill and when the payment is received. Trailing interest only applies to Cash Advances and Balance Transfers, as interest for these types of transactions is calculated daily.
A Cash Advance is a withdrawal from an ATM or transfer into your bank account. This also includes but is not limited to cash, foreign currency, travellers’ cheques or cash related transactions. The interest rate (APR) for this is listed in your Agreement.
A Balance Transfer is when you transfer the balance of a card provided by another lender, to your card with us. You would have been made aware of the interest rate (APR) for this transaction when it was made, it is also listed in your Agreement. You may have had a promotional 0% Balance Transfer offer that has expired, you will incur interest on this after the offer ends at the APR applicable to your account.
If you pay the full statement balance on time with a debit card, it can take 3-5 working days to clear to your Account. For example if you pay off your full statement balance on the Monday 1st, the payment may not clear onto your account until Friday 5th. During these days you will be charged interest on any Cash Advances or Balance Transfers that make up your Account balance.
If you pay the minimum payment on time, but choose to make an extra payment at a later point, you will be charged interest on any Cash Advances or Balance Transfers from when your previous statement has rendered to when you make the extra payment. For example if you make your minimum payment on time on the 30th April but then choose to make an extra payment which clears onto your account on the 10th May, you will see 10 days’ worth of interest for any Balance Transfers and Cash Advances on your May statement, as interest is calculated daily for these types of transactions.
Payment clearance timeframes;
Debit card (through OAM or over the phone); 3-5 working days
Bank Transfers or Standing orders; 3-5 working days
Cheque; 7-10 working days
For more information about payment methods please go to the ‘How can I make a payment?’ FAQ on this page.
For more information or queries regarding trailing interest please contact our Customer Services Team.
How do I close or cancel my account?
To close or cancel your account with us, please call our Customer Services. We are unable to re-open a closed account.
How do I know my account is closed when cancelled?
You may request confirmation in writing that your account has been closed. If you have a balance on your card when you close the account, you will continue to receive your monthly statements, once your balance reaches zero these will stop.