Got a question or need some help?

If you can’t find an answer to your question using the search bar, you can get more information and contact details by selecting your product below.


For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

I took out my policy:

Car insurance taken out on or after 1 February 2017 and underwritten by one of our panel of insurers (not including UK Insurance Limited)


Get policy information

If you’ve registered for our online car insurance portal, just log in and you’ll be able to see all your policy information including:
• Policy documents
• Start and renewal dates
• Cover level
• Insurance provider

Log in

If you can’t find the information you need online then you can call us on 0345 266 1670**. We’re here between 9am and 7pm Mon-Fri and 9am and 5pm Sat. We’re closed on Sunday.

Did this answer your question?

Renew my policy

We’ll get in touch with your renewal quote about 21 days before your Car insurance policy is due to renew.
Please note, if you have selected for your policy to auto renew then you do not need to contact us to continue your cover.

If you have any questions you can call us on 0345 266 1670**. We’re here between 9am and 7pm Mon-Fri and 9am and 5pm Sat. We’re closed on Sunday.

Did this answer your question?

Make changes to your policy

It’s easy to make changes to your policy online. With our online portal you can:
• Update your personal details
• Change your vehicle details if you buy a new one
• Change details of how you use your vehicle
• Add or remove additional drivers.

Once you’ve logged in just select ‘Make a change’, which you’ll find within the ‘Your policies’ section. Select the change you’d like to make and click confirm. You can then give us your new information and get a new quote.

Log in

NOTE – if you’re policy is due to renew in the next 30 days, you won’t be able to make any changes online. Instead please call us on 0345 266 1670**. We’re here between 9am and 7pm Mon-Fri and 9am and 5pm Sat. We’re closed on Sunday.

Did this answer your question?

Make a claim

Before you contact us about your claim, please sure you have the following information to hand:
• Your policy number
• Your crime reference number, if you have one

If you have an accident, take a look at our guide on what to do if you have an accident for a few tips and what details to jot down.
If you're claiming for something where someone else was involved, let us know if they admitted they were to blame.

If you're claiming on your main car insurance policy
Call our 24-hour helpline on 0344 600 9021.

If you're claiming on your Motor Legal Protection
0344 600 9022 for uninsured loss recovery and personal injury
0333 005 0349 quoting 'AUXSAINMLP16' for all other claims.

If you're claiming on your Key Protection
Please call our 24-hour helpline on 01737 344 254 with your fob number to hand.

If you're claiming on your Guaranteed Courtesy Car cover
Please call us on 0345 266 1620.

If you're claiming on your Windscreen Repair/Replace policy
Please call us on 0344 600 9021.

We may record or monitor your call for security reasons, and to help us improve our customer service. Calls are charged at local rates from landlines and mobile.

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Breakdown cover

If you’ve broken down and need our help, please have these details to hand when you call us:
• The driver's name and phone number
• The make and model of the car
• The car's location
• Your credit card number – for Europe or other services

If you're claiming on your RAC Breakdown Cover
From the UK 0330 159 8485
From France and Monaco From a landline (free): 0800 290 112
From a mobile: 00 33 472 43 52 55
From the rest of Europe From a landline: 00 33 472 43 52 55
From the Republic of Ireland: 1800 535 005

You'll need to replace the 00 at the beginning with 810 if you're in Belarus or Russia.

Did this answer your question?

Update your documents

If we require you to provide any evidence or documents, you can upload these online by:
1. Logging in to your policy. Not already registered? Register here
2. Under the ‘Your policies’ click on the ‘Upload your documents’ link
3. On the next page you can use the “add files” link to upload the documents you need to send.

Log in

Note: Please don’t upload any personal details including bank card information.

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For anything else

Lines are open Monday to Friday 9am to 7pm, Saturdays 9am – 5pm and closed Sundays (or, as stated above).
Customer queries 0345 266 1670 **
RAC Breakdown Cover assistance Lines are open 24 hours a day, 7 days a week.
0330 159 8485 **
Car insurance claims 0344 600 9021 **
Windscreen Cover claims
(Comprehensive)
0344 600 9021 **
Windscreen Cover claims (Third Party, Fire and Theft) Lines are open 24 hours a day, 7 days a week.
0344 600 9021 **
Guaranteed Courtesy Car claims Lines are open 8am – 6pm
01737 334 252 **
Key cover claims Lines are open 24 hours a day, 7 days a week.
01737 334 254 **
Motor Legal Protection claims Lines are open 24 hours a day, 7 days a week.
0344 600 9022 **
Complaints
Lines are open 9am–7pm, Mon–Fri
9am–5pm Sat
Closed Sun
Telephone 0345 266 1670^
Address for written complaints Freepost Sainsbury's Bank Insurance
PO Box 4996
WORTHING
BN11 9AT
Car insurance policies taken out between 1 June 2011 and 2 February 2017 and underwritten by UK Insurance Limited
Lines are open 8am-9pm, Mon-Fri
9am-5pm, Sat
10am-5pm, Sun
Customer hotline 0800 210 0247 *
24-hr Accident Helpline 0800 210 0250 *
Motor Legal Protection 0800 206 1951 *
24-hr Breakdown Assistance 0800 210 0251 *
Windscreen Claims (Autoglass) 0800 363 636 *
Car insurance - all other policies
Lines are open 8am-8pm, Mon-Fri
9am-5pm, Sat
10am-2pm, Sun
Payment queries 0345 608 6034 **
Claims 0345 608 6038 **
Renewal hotline 0345 608 6028 **
Customer services 0345 608 6034 **
24-hour accident recovery 0800 519 5195 *
24-hour windscreen repair helpline 0800 587 6803 *
Motoring legal protection 0345 608 6038 **
24-hour breakdown assistance 0800 028 8273 *
Complaints
If you took your policy out between 1 June 2011 and 2 March 2017 and it is underwritten by UK Insurance Limited
Telephone 0800 210 0247*
Address for written complaints Sainsbury's Car Insurance Customer Relations
Churchill Court
Westmoreland Road
Bromley
BR1 1DP
All other policy holders
Telephone 0345 608 6034**
Address for written complaints Sainsbury's Car Insurance
The Observatory
Reigate
Surrey
RH2 0SG

Withdraw money

You can transfer your money to another Sainsbury’s Bank savings account or a UK bank or building society current account in your name. You can’t make payments to another person from your Sainsbury’s Bank savings accounts.

You can set up a payment mandate through online banking. When you do this, we do some checks on the account to make sure it’s in your name. Sometimes, especially with older current accounts, the system is unable to confirm the account.

If this happens you can try a different current account in your name or you can call us and we’ll let you know what we need you to send us, so we can set-up the payment mandate for you. Please call us on 08085 40 50 60*, select Option 1 (Savings), then Option 1. We’re here between 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.

Did this answer your question?

Close your account

If you’re registered for online banking you can close your account by:

  1. Logging in to online banking. Not already registered? Register here
  2. Go to 'My Accounts'
  3. Select ‘Account details' for the savings account you’d like to close
  4. Select ‘Close my account’ from the menu, and complete the online form.
Log in

Alternatively you can call us on 08085 40 50 60*, select Option 1 (Savings), then Option 1. We’re here between 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.

Did this answer your question?

Check your balance

If you’re registered for online banking then you can view your current balance by:

  1. Logging in to online banking. Not already registered? Register here
  2. Go to 'My Accounts'
  3. You’ll see you balance on the 'My Accounts' page.
Log in

Alternatively you can call us on 08085 40 50 60*, select Option 1 (Savings), then Option 1. We’re between 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.

Did this answer your question?

Fixed Rate Saver and Fixed Rate ISA maturity details

We’ll write to you 14 days before your account matures to let you know your options. You can choose to:

  • Re-invest some or all of your funds in another Fixed Rate Saver or Fixed Rate ISA — if one is available at that time
  • Transfer some or all your funds into your nominated account (which must be in your name) or another Sainsbury's Bank account

On maturity, interest is paid one day after the maturity date. The interest payment will be increased to reflect this.

To let us know your maturity options you can call us on 08085 40 50 60*, select Option 1 (Savings), then Option 1. We’re here between 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.

Please note: If we do not hear from you before your account matures we will automatically transfer your maturing Fixed Rate Saver into a Sainsbury’s Bank Reserve Account or your Fixed Rate ISA into a Reserve Cash ISA and we’ll write to you to let you know the interest rate on this account.

Did this answer your question?

Transfer in to your Sainsbury’s Bank Cash ISA

If you already have a Cash ISA with another provider and want to transfer it to your Sainsbury's Bank Cash ISA, just complete a transfer in form (PDF 76KB) and send it to: Sainsbury's Bank, PO Box 4955, Worthing, BN11 9ZA.

For more information you can call us on 08085 40 50 60, select Option 1 (Savings), then Option 1. We’re here between 8am-10pm Mon-Fri and 8am-6pm Sat and Sun.

Did this answer your question?

How to pay into your account

The easiest way to pay money into your savings account is by:

Bank transfer – send money from another bank account. To do this you’ll need your Sainsbury’s Bank sort code and account number – you’ll find this in the “My Account” section of online banking or on your welcome letter.

Or, you can pay in by:

Standing order − top up your savings on a date that suits you each month. Set up a standing order (PDF 70KB).

SaveBack (for certain accounts) − add to your savings with your debit card when you shop at a main Sainsbury's store. Find out more about SaveBack

Cheque − write your sort code and account number on the back and send your cheque, payable to yourself, to: Sainsbury's Bank, PO Box 4954, Worthing, BN11 9YY

Did this answer your question?

Existing account enquiries and Online Banking helpdesk
Lines are open 8am-10pm, Mon-Fri
8am-6pm, Sat-Sun
Calling within the UK 08085 40 50 60 *
Calling from outside the UK 0044 131 549 8040
Or you can write to us. Please note, if you write to us we can only respond to written requests for general enquiries. If you have an account specific enquiry please call us on the above telephone number. Sainsbury's Bank,
PO Box 4955,
Worthing,
BN11 9ZA
Child Trust Fund (managed by OneFamily)
Lines are open 9am-7pm, Mon-Fri
9am-1pm, Sat
General enquiries and new applications 03448 920 920 *
Complaints
Online Log in to online banking and send a secure message
Lines are open 8am–Midnight, Mon–Fri
8am–6pm, Sat–Sun
Phoning from inside the UK 08085 40 50 60 *
Phoning from outside the UK 00 44 131 549 8040 *
Address for written complaints Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Get the right support


Make sure you get the right support for you and your pet by choosing the right pet insurance policy provider below


I took out my policy:

Provided, underwritten and administered by Allianz Insurance plc

Your policy number will start with SBTF or SBNB

Customer service helpline
Lines are open
0330 100 7915 **
8am–8pm, Mon–Fri
9am–5pm, Sat
Closed, Sun
Call us about your claim
Lines are open
0330 100 7917 **
8am–8pm, Mon–Fri
9am–5pm, Sat
Closed, Sun
How to complain 0330 100 7920 **

Sainsbury's Pet Insurance
Great West House (GW2),
Great West Road,
Brentford,
Middlesex,
TW8 9DX

Underwritten by Pinnacle Insurance plc

Your policy number will start with PETSB

Quote and apply
Lines are open
0800 035 5155 *
8am–6pm, Mon–Fri
9am–1pm, Sat
Closed, Sun
Customer service helpline
Lines are open
0344 543 1032 *
8am–6pm, Mon–Fri
9am–1pm, Sat
Closed, Sun
Contact us about your claim
Lines are open
0344 543 1032 *
8am–6pm, Mon–Fri
9am–1pm, Sat
Closed, Sun

Submit your claim and track its progress with our online hub. Visit: SainsburysBank.co.uk/MyPetPortal
How to complain 0344 543 1032 *
8am–6pm, Mon–Fri
9am–1pm, Sat
Closed, Sun

Complaints Department
Pinnacle House
A1 Barnet Way
Borehamwood
Hertfordshire
WD6 2XX

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Mortgages taken out after 2016
Lines are open Monday to Friday 8am-8pm
Saturday 9am-4pm
Sunday 10am-1pm
General enquiries 0345 111 8020†
Payment difficulties 0800 923 1547‡
Calling from abroad +44 (0)1756 776 395†
Mortgages taken out before 2005
Lines are open 8am-8pm, Mon-Fri
General enquiries 0800 838 295 *
Or you can write to us. Please note, if you write to us we can only respond to written requests for general enquiries. If you have an account specific enquiry please call us on the above telephone number. Sainsbury's Bank Mortgages
PO Box 12
Gateway House
Skipton
BD23 2HL
Complaints for Mortgages taken out after March 2017
Lines are open 9am–5pm, Mon–Fri
Telephone 0800 923 1548
Address for written complaints Sainsbury's Bank Mortgages
PO Box 12
Gateway House
Skipton
BD23 2HL
Complaints for Mortgages taken out before March 2017
Lines are open 8am–8pm, Mon–Fri
Telephone 0800 838 295
Address for written complaints Sainsbury's Bank Mortgages
PO Box 12
Gateway House
Skipton
BD23 2HL
Telephone calls will be recorded for security purposes under our quality control procedures.
†Calls are charged at local rates from landlines and mobiles.
‡Calls are free from landlines and mobiles.

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Life insurance contact details
Lines are open 8am–8pm, Mon–Fri
9am–5pm, Sat
Quotes and cover 0800 0137 137 *
Complaints
Telephone 0370 010 4080**
Address for written complaints Sainsbury's Life Insurance
Complaints Department
Legal & Genenal Assurance
Society Limited
Knox Court
10 Fitazalan Place
Cardiff
CF24 0TL

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Travel insurance - policies purchased on or after 30 January 2018 and underwritten by ETI International Travel Protection
Sainsbury's emergency medical assistance (Please remember to quote your name and policy number) 24-hour Help Line
+44 (0) 1403 288 125
Lines are open 8am–7pm, Mon–Fri
9am–5pm, Sat
Sales and renewals 0345 305 2623
Customer service helpline 0345 305 2622
Claims helpline 01403 288 421
Legal costs and expenses +44 (0)117 934 0548
Gadget claims and complaints 0330 880 1762
Travel insurance - policies purchased before 30 January 2018 and underwritten by Cigna Europe Insurance Company S.A-N.V.
Lines are open 9am–5pm, Mon–Fri
All questions 0330 100 9350 **
Complaints
If you took your policy out before 30 January 2018
Lines are open 9am–5pm, Mon–Fri
Telephone 0800 316 1453
Address for written complaints Customer Relations Manager
Sainsbury's Travel Insurance
PO Box 500
1 Drake Circus
Plymouth
PL1 1QH
If you took your policy out from 30 January 2018
Lines are open 8am–7pm, Mon–Fri
9am–5pm, Sat-Sun
Telephone 0345 305 2624
Address for written complaints Sainsbury's Travel Insurance
Customer Relations
Maitland House
Warrior Square
Southend-on-sea
SS1 2JY

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Home insurance taken out on or after 1 February 2017 and underwritten by one of our panel of insurers (not including UK Insurance Limited)
Lines are open Monday to Friday 9am to 7pm, Saturdays 9am – 5pm and closed Sundays (or, as stated above).
Customer queries 0345 266 1660 **

Home Insurance claims - If you're claiming on your main contents insurance policy (and not one of our optional extras) you need to call your insurer. You can find the name of your insurer on your policy documentation.
Here's a list of the insurers we use and their claims number:

AXA 0333 241 3197 **
Covea 0330 024 2255 **
Legal and General 0370 094 8026 **
Modus 0344 856 0855 **
Prestige 0800 028 3966 *
RSA 0800 316 8273 *

Claiming on one of our optional extras:

Key cover Lines are open 24 hours a day, 7 days a week
01737 334 254 **
Family Legal Protection Lines are open 24 hours a day, 7 days a week
0333 234 2131 **
Home Emergency Cover Lines are open 24 hours a day, 7 days a week
01737 334 253 **
Home insurance - policies that commenced between 1 February 2012 and 2 March 2017 and are underwritten by UK Insurance Limited
Customer hotline 0800 206 1965 *
Mon-Fri, 8am - 9pm
Sat, 9am - 5pm
Sun, 10am - 5pm
24-hr emergency helpline 0800 206 1966 *
24 hours, 365 days a year
Claims 0800 206 1951 *
Mon-Fri, 8am - 8pm
Sat, 9am - 5pm
Sun, Closed
Home insurance - all other policies
Lines are open 8am–6pm, Mon–Fri
9am–1pm, Sat
Customer support 0345 850 5500 **
Complaints
If you took your policy out on or after 1 February 2017 and it is underwritten by any insurer other than UK Insurance Limited
Lines are open 9am–7pm, Mon–Fri
9am–5pm Sat
Closed Sun
Telephone 0345 266 1660^
Address for written complaints Freepost Sainsbury's Bank Insurance
PO Box 4996
WORTHING
BN11 9AT
If you took your policy out between 1 February 2012 and 2 March 2017 and it is underwritten by UK Insurance Limited
Telephone 0800 096 6051*
Address for written complaints Sainsbury's Home (or Landlord) Insurance
Tredegar Park
Newport
NP10 8SB
All other policy holders
Telephone 0800 206 1964*
Address for written complaints Sainsbury's Home Insurance Customer Relations
Churchill Court
Westmoreland Road
Bromley
BR1 1DP

For a quick answer to your query, try our customer support section.

If you can’t find what you’re looking for, then you can contact us using the details below.

Travel Money
Lines are open 24 hours a day, 7 days a week (except Christmas Day)
Order travel money & General enquiries 0345 355 2463*
Reload your multi-currency Cash Passport +44 207 649 9404*
Complaints
In store Please raise any queries with your local bureau in the first instance.
Lines are open 8am–10pm, Mon–Fri
10am–8pm, Sat–Sun
Telephone 0345 355 2461 **
Phoning from outside the UK 00 44 131 549 8040 *
Address for written complaints Travelex Service Quality Team
Worldwide House
Thorpe Wood
Peterborough
PE3 6SB

Your Top Questions


Get a reminder of your username

If you’ve forgotten your username, you can request a reminder online.
1. Go to the online banking log in page and select “Forgotten your username?”, or use the link below
2. Fill in your personal details and then hit the continue button
3. We may need you to provide more information, if so please complete the additional fields which appear
asking for your account details.
4. We’ll send your username to you by email. Please allow a few minutes for the email to arrive.


Forgotten your username

If you’re still having issues logging in you can call us on 08085 40 50 60 and select Option 4 (Online Technical Support). We’re here between 8am and 10pm Mon-Fri and 8am and 6pm Sat-Sun.

Did this answer your question?

How to reset your password

If you’ve forgotten your password, you can reset it online.
1. Go to the online banking log in page and select ‘Forgotten your password?’ or use the link below.
2. Type in your personal details and then hit the continue button.
3. We may need you to provide more information, if so please complete the additional fields which appear asking for your account details.
4. From the drop down list you can choose to reset your password, online PIN or both.
5. Choose password and then let us know what you want your new password to be. We’ll then send you an authentication code to your mobile.
6. Once you’ve received your authentication code, type this in and hit confirm to complete the change. You’ll be logged in right away and can use your new details from your next log in.


Please remember:
• Your password must be between 8 and 20 characters. It must contain at least one number and both lower and upper case letters.
• Your online PIN must use at least 2 different numbers, not use four sequential numbers (like 123498) and not have more than two repeated numbers together (like 111983).


Forgotten your password

If you’re still having issues you can call us on 08085 40 50 60* and select option 4 (Online Technical Support). We’re here between 8am and 10pm Mon-Fri and 8am and 6pm Sat-Sun.

Did this answer your question?

Get a reminder of your username and reset your password

If you’ve forgotten all your log in details you can reset them online.
1. Go to the online banking log in page and select ‘Forgotten all your log in details?’ or use the link below.
2. Type in your personal details and then hit the continue button.
3. We may need you to provide more information, if so please complete the additional fields which appear asking for your account details.
4. Select the type of account you have from the drop down and complete the fields which appear.
5. We’ll send your username to you by email. Please allow a few minutes for the email to arrive.
6. At the bottom of the page you’ll be able to choose to reset your password, online PIN or both, from the drop down menu.
7. Fill in the new details you want to use and once you hit continue we’ll send you an authentication code to your mobile by text message.
8. Once you’ve received your authentication code, type it in and hit confirm to complete the change. You’ll be logged in right away and can use your new details from your next log in.


Please remember:
• Your password must be between 8 and 20 characters. It must contain at least one number and both lower and upper case letters.
• Your online PIN must use at least 2 different numbers, not use four sequential numbers (like 123498) and not have more than two repeated numbers together (like 111983).


Forgotten all your log in details

If you’re still having issues you can call us on 08085 40 50 60* and select option 4 (Online Technical Support). We’re here between 8am and 10pm Mon-Fri and 8am and 6pm Sat-Sun.

Did this answer your question?

What you can do using online banking

When you manage your Sainsbury's Bank Credit Card online, you can:
• Change to paperless statements
• View your statements
• View your balance, transactions and payment date
• Make payments
• Set up, view or change a Direct Debit
• Request a balance transfer
• Request to add additional card holders
• Request to change your credit limit
• Request a PIN reminder
• Request a replacement card
• Send us a secure message

If you applied for your loan on or after 10 December 2017, you can:
• View the payments you've made
• Check your payment date
• View your loan documents (if you signed your loan agreement electronically)
• Get in touch with us by secure message to change your Direct Debit, change your payment date or ask for an early settlement quote

When you manage your savings online, you can:
• View savings transactions
• Make a payment
• Inter account transfer - move money from one of your Sainsbury’s Savings account to another
• Account transfers
• Transfer money to external accounts
• Close your account

Did this answer your question?

Register for online banking

You can use online banking to manage your savings account and credit cards. Loans customers who applied for their loan on or after 10 December 2017 can manage their account online. To register, you'll need to:

1. Give us your name, date of birth and postcode
2. Tell us your loans or savings sort code and account number - you'll find these on your welcome letter - or your credit card number (the long number on your card)
3. Set up a username, password and online PIN

Register

If you’re still having issues you can call us on 08085 40 50 60* and select Option 4 (Online Technical Support). We’re here between 8am and 10pm, Mon-Fri and 8am and 6pm Sat-Sun.

Did this answer your question?

Your Top Questions

Request a settlement figure

I applied for my loan:

You can request a settlement figure by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select 'Account Details' for your loan account
4. Select 'Ask for a settlement figure' from the list of links on the right hand side of the screen or at the bottom of the page if you’re using a mobile phone. This will open a secure message.
5. Tell us that you're looking for a settlement figure and hit 'Send'.

Log in

Alternatively you can call us between 8am and 10pm, Mon-Fri, 8.30am and 6pm Sat and 9.30am and 5.30pm Sun on 0800 096 0543*, selecting option 2. Additionally you can write to us at Sainsbury's Bank, PO Box 4955. Worthing, BN11 9ZA

You can request a settlement figure by:
Calling us or
• Writing to us at Sainsbury's Bank Loans, Retail Account Processing, Tower House, Charterhall Drive, Chester, CH88 3AN.

Did this answer your question?

Change your payment date

I applied for my loan:

You can change your payment date by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select 'Account Details' for your loan account
4. Select ''Change my payment date' from the list of links on the right hand side of the screen or at the bottom of the page if you’re using a mobile phone. This will open a secure message.
5. Tell us the date you’d like to change to (between 1st and 28th of each month) and hit 'Send'.

Please note, you need to inform us at least 10 days before your next payment is due. If you do this within 10 days of your payment it will not action until your next payment.

Log in

Alternatively you can call us between 8am and 10pm, Mon-Fri, 8.30am and 6pm Sat and 9.30am and 5.30pm Sun on 0800 096 0543*, selecting option 2. Additionally you can write to us at Sainsbury's Bank, PO Box 4955. Worthing, BN11 9ZA

You can change your payment date by:
Calling us or
• Writing to us at Sainsbury's Bank Loans, Retail Account Processing, Tower House, Charterhall Drive, Chester, CH88 3AN.

Did this answer your question?

Change your direct debit details

I applied for my loan:

You can change your direct debit by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select 'Account Details' for your loan account
4. Select ''Change my Direct Debit' from the list of links on the right hand side of the screen or at the bottom of the page if you’re using a mobile phone. This will open a secure message.
5. Simply detail the new sort code and account number you are looking to change to and hit 'Send'.

Please note, your bank details can only be changed once your first payment has been made. For future changes, you need to inform us at least 10 days before your next payment is due.

Log in

Alternatively you can call us between 8am and 10pm, Mon-Fri, 8.30am and 6pm Sat and 9.30am and 5.30pm Sun on 0800 096 0543*, selecting option 2. Additionally you can write to us at Sainsbury's Bank, PO Box 4955. Worthing, BN11 9ZA

You can change your payment date by:
Calling us or
• Writing to us at Sainsbury's Bank Loans, Retail Account Processing, Tower House, Charterhall Drive, Chester, CH88 3AN.

Did this answer your question?

Top up your existing loan

If you need to borrow more, just give us a call on 0800 169 8503*, select option 1 and we'll be happy to discuss it with you.
We’re open Monday to Friday 8am–10pm, Saturday 8.30am–6.00pm and 9.30am–5.30pm on Sundays.
Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.

Did this answer your question?

Get an update on your loan application

While we aim to make an instant decision on all loans, we sometimes need to do some additional checks. If this is the case we’ll be in touch by post with our decision. This normally takes three days, but if we’re busy it can take up to five days.
If you’ve been waiting for longer than this, then you can call us for an update between 8am and 10pm, Mon-Fri, 8.30am and 6pm Sat and 9.30am and 5.30pm Sun on 0800 169 8503*, selecting option 2.

Did this answer your question?

For anything else

Loans contact details
Lines are open 8am - 10pm, Mon-Fri,
8.30am - 6pm, Sat
9.30am - 5.30pm, Sun
Quote or apply 0800 169 8503 *
All other questions 0800 096 0543 *
Complaints
Online Log in to online banking and send a secure message
Lines are open 8am–Midnight, Mon–Fri
8am–6pm, Sat–Sun
Phoning from inside the UK 08085 40 50 60 *
Phoning from outside the UK 00 44 131 549 8040 *
Address for written complaints Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW

Your Top Questions

Apply for a balance transfer

If you’re registered for online banking then you can request a balance transfer by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select 'Account Details' for your credit card account
4. Then select 'Request a balance transfer' from the list of links on the right hand side of the screen or at the bottom of the page if you’re using a mobile phone.

Log in

Alternatively you can call us between 8am and midnight, Mon-Fri and 8am and 6pm Sat-Sun on 08085 40 50 60*, select Option 2 (Cards), followed by Option 5.

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Check your balance

If you’re registered for online banking then you can view your current balance by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'

Log in

Be aware that your balance will exclude pending transactions which can take up to 24 hours to show.
Alternatively you can call us between 8am and midnight, Mon-Fri and 8am and 6pm Sat-Sun on 08085 40 50 60*, select Option 2 (Cards), followed by Option 1.

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Understanding your transactions

‘Your credit card transactions’ are on page 3 of your statement and details all the transactions made on your card since your last statement. You can view your statement online by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select 'View statements' for your credit card account
4. Then select the statement you would like to view. Your most recent statement will be at the top of the list.

Log in

If a transaction appears on your credit card statement that you do not recognise, please call us immediately on 0800 032 1427 from the UK or 00 44 131 549 8040 from abroad. Lines are open 24 hours a day, 7 days a week. Be aware that calls may be recorded for security purposes and monitored under our quality control procedures. Calls to 0800 numbers are free from a landline and from a mobile when calling from the UK.

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Report your card lost or stolen

If your credit card has been lost or stolen you should call us on 0800 456 1232 as soon as you can and we'll send a replacement card to you.

If you're abroad when your card is lost or stolen, you should call us on 00 44 131 549 8040. You can ask us to send you an emergency cash advance if you need cash. We can send you up to $1,000 (or the local currency equivalent) within 48 hours.

Lines are open 24 hours a day, 7 days a week. Be aware that calls may be recorded for security purposes and monitored under our quality control procedures. Calls to 0800 numbers are free from a landline and from a mobile when calling from the UK.

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Change your direct debit details

If you’re registered for online banking then you can view or change your Direct Debit amount (either minimum monthly payment or full balance) or bank details by:

1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Selecting 'Account Details' for your credit card account
4. And selecting 'Manage my Direct Debit' on the right hand side of the screen.

Log in

Alternatively if you want to change your direct debit to a set amount each month, you can call us between 8am and midnight, Mon-Fri and 8am and 6pm Sat-Sun on 08085 40 50 60*, selecting option 2 (cards), then option 5.

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Make a payment

If you’re registered for online banking then the easiest way to pay your card is by:
1. Logging in to your account. Not already registered? Register here
2. Land on 'My Accounts'
3. Select ‘Make a payment' for your credit card account

Log in

Alternatively you can also make a payment by using our automated telephone banking service by calling us between 8am and midnight, Mon-Fri and 8am and 6pm Sat-Sun on 08085 40 50 60*, selecting option 2 (cards), then option 2.

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For anything else

You'll find the answers to common questions in our customer support area.

You can also ask us a question or make a complaint through online banking. Just log in or register and go to the "Message" section.

Credit card enquiries
Lines are open 8am–Midnight, Mon–Fri
8am–6pm, Sat - Sun
Phoning from inside the UK 08085 40 50 60 *
Phoning from outside the UK 00 44 131 549 8040 *
Online Banking helpdesk
Lines are open 8am–10pm, Mon–Fri
8am–6pm, Sat - Sun
Phoning within the UK 08085 40 50 60 *
Phoning from outside the UK 00 44 131 549 8040 *
To apply
Lines are open 8am–10pm, Mon–Fri
8am–7pm, Sat - Sun
Apply quoting WEB 0800 030 4429 *
Lost or stolen cards
Lines are open 24 hours a day, 7 days a week
Phoning within the UK 0800 456 1232 *
Phoning from outside the UK 00 44 131 549 8040 *
Creditcare
Lines are open 8am–Midnight, Mon–Fri
8am–6pm, Sat–Sun
Creditcare claims 0345 702 3839 *
Complaints
Online Log in toonline banking and send a secure message
Lines are open 8am–Midnight, Mon–Fri
8am–6pm, Sat–Sun
Phoning from inside the UK 08085 40 50 60 *
Phoning from outside the UK 00 44 131 549 8040 *
Address for written complaints Sainsbury's Bank
Customer Relations
PO Box 4952
Worthing
BN11 9YW


Hearing or speech impairment


If you have a hearing or speech impairment, you can also contact us by Typetalk, or specialised text phone. Please dial 18001 followed by the number that you require. If you have a visual impairment, we can provide documents in large print, audio or braille.


Sainsbury's store complaints and queries


You can also get in touch for queries or complaints regarding a Sainsbury's Store.

Terms and conditions

*Telephone calls may be recorded for security purposes and monitored under our quality control procedures. Calls are free from a landline and from a mobile when calling from the UK.
**Calls are charged at local rates from landline and mobiles.