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IMPORTANT INFORMATION

Thank you for your interest but we are no longer accepting new credit card applications from new or existing customers. 

Your journey to NatWest

As of 1 May 2025, NatWest are now the legal owners of certain credit card accounts.

If you are an existing customer, there will be no immediate change to how you use and access your account(s).

You’ll find more information about the journey to NatWest on our dedicated webpage.

If you need any further information about credit cards, please refer to Frequently Asked Questions.

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    What is Sainsbury's Bank Secure?

    Sainsbury's Bank Secure makes sure the only person that can use your credit card to make purchases on the Internet is you. So you can shop online with complete confidence and peace of mind, with participating merchants.

    What is a credit card minimum payment?

    A credit card minimum payment is the lowest amount that you’re required to pay off your balance each month. This amount will vary depending on your current balance and your interest rate, and can be found on your latest monthly statement.

    What is a credit card security code?

    A credit card security code – also known as a the Card Verification Value, or CVV code -  is a set of three or four numbers unique to your credit card. You can find them on the back of your credit card and they are needed when you make a purchase.

    What is credit card APR?

    Credit card APR stands for Annual Percentage Rate and considers your interest rate and any other charges. It gives you an idea of how much your borrowing could cost you over a year, in the form of a percentage. Simply put, the higher the APR, the more expensive it is likely to be for you to borrow.

    What is Confirmation of Payee?

    Confirmation of Payee (called ‘CoP’ for short) is a service that checks your account details are correct before other people send money to your account. CoP has been introduced to improve payments between UK banks, reduce instances of fraud and reduce the likelihood of payments going to the wrong account.

    Using your credit card to shop online

    Why am I being asked to provide an email address when I’m buying something online with my credit card?
    As well as sending a One Time Passcode (OTP), we're adding an additional layer of security to help prevent fraud on your Credit Card account. This is part of an industry wide change and will help us make sure it's you.

    What email address should I enter when buying something online?
    You can choose which email address you give us but it must be one that's valid. It doesn't need to match one you've given us in the past but should be the one you normally use when shopping online.

    What if I don’t have an email address?
    You may not be able to buy items online if you don't have an email address. You can create an email address using a provider you choose and use this to shop online.

    Do I need to enter the same email address, when requested, for everything I buy online?
    You should enter the email address you would normally use when shopping online.

    Do my additional cardholders need to use my email address if they’re making shopping online?
    No. Additional cardholders should enter the email address they'd normally use when shopping online. 

    How do I make sure you have my current phone number?
    So that you can continue to make online transactions as usual, you need to make sure that the phone number we have for you is correct and up to date. Please check the number you’ve given us by logging into online banking, click on My Details, then select Personal Details. The easiest way to give us your phone number is by calling us. Please visit our contact us page to find the right telephone number for your product.

    Guidance on credit card refunds

    Usually the quickest and easiest way to get a refund is to go to the retailer first. For a holiday or trip, this may include the hotel, travel agent or airline. Or for an event this may be the events company or venue.

    Holidays & Travel

    If the government advises against travel to your destination, then it’s likely that your travel provider will cancel your trip and offer a refund or an alternative date/voucher. If your travel plans are still in place, but you no longer want to travel, we can’t raise a request for a refund for you. You’ll need to discuss whether a refund is possible direct with your travel provider. In many cases, travel is protected under industry schemes and you may be eligible for a refund.

    If the holiday / travel retailer has confirmed you’ll get a refund

    Please wait for this to be processed within 14 days of cancellation. If the 14 day timeline has expired and you’ve not received a refund there are other possible routes for you to claim your money back.

    If you paid for you holiday with your credit card, we may be able to raise a request for you. We may need you to provide information in writing about your booking before we process your request. Or you can submit a travel insurance claim.

    If your holiday company is no longer operating

    You should look at the company’s website for more information on how to get a refund as most package holidays are covered by ATOL.

    Other refund requests (i.e. for an event this may be the events company or venue)

    You should contact the retailer to check they are still processing your refund. Failing this, we may be able to raise a request for you to claim your money back through your credit card. We may need you to provide information in writing about your booking before we process your request.

    What if I made my booking with a third party and not directly with the retailer? (For example a theatre ticket booking company)

    If you’ve booked through a third party contact the company you booked with for more information on your options for a refund.

    What is an ATM?

    ATM stands for Automated Teller Machine, though they’re more commonly called ‘cash machines’. They let you withdraw money using your card and your PIN number.

    What can I use the mobile app for?

    You can view many details about your card via the app, including:

    • Your credit card balance
    • Your credit limit
    • A monthly summary, including when your payment is due
    • 6 months of transactions, including pending transactions
    • View & amend Direct Debit values
    • Make a payment to your credit card
    • See promotional offer on your account
    • Freeze your card if you can't find it

    Development of the app is ongoing and other features currently available via online banking may be included in future app releases.

    What is my credit limit and can I change it?

    You can find out your credit limit by logging into Online Banking, logging into the mobile app, or checking your statement. You can request an increase to your credit limit through Online Banking after your account has been open for at least 6 months and if your credit limit hasn’t been changed in the previous 6 months. You can request decreases to your credit limit at any time.

    If you're registered for Online Banking (Not already registered? Register here) then you can request to change your credit limit by:

    • Selecting 'My Accounts'. 
    • Selecting 'Account Details'.
    • And selecting 'Change my credit limit' on the right-hand side of the screen.

    You’ll be able to request an increase or decrease to your limit and you'll get an instant decision. We’ll review your ability to repay before we agree to an increase.

    Can I do a balance transfer?

    If you’re registered for Online Banking then you can request a balance transfer by:

    1. Logging in to your account.

    2. Select '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.

    Subject to available credit you can:

    • Request a balance transfer of up to 95% of your available credit
    • Request a balance transfer of a minimum of £100

    If you requested your balance transfer when you applied for your credit card, you need to activate your card before we can complete the transfer. You can activate your card using Online Banking. Not already registered for Online Banking? Head to sainsburysbank.co.uk/register. Once you’ve registered your card will automatically activate.

    There are a few places that we can’t accept balance transfers from. This includes some store cards, charge cards and some credit cards (e.g. other Sainsbury’s Bank Credit Cards). Also balance transfers can’t be made from loan companies and bank accounts. All transfers are subject to our approval and we may need to call you for more information before proceeding.

    Once approved, your balance transfer(s) should be received by the next working day, although it may take longer if we need to do further validation checks. Please continue to make payments to your existing card issuer(s) until the balance transfer is completed.

    Balance transfers may be subject to a fee. This fee will vary depending on your offer. If we've sent you a personal offer you'll find details of any fees in that offer. Or you can contact us to find out what the fee is.

    What is the announcement that Sainsbury’s has recently made about Financial Services?

    Earlier this year, we announced a new direction for Sainsbury’s Bank to help improve the products and services we offer. We want to let you know that we’ve agreed the sale of our personal loans, credit cards and savings to NatWest. There are also no changes to our Insurance, ATMs and Travel Money services as a result of this news.

    What data could be shared with a Third Party Provider?

    Once you’ve given consent to a Third Party Provider, we’ll provide your Sainsbury’s Bank Credit Card information to them, including:

    • Who owns the account
    • Account balance
    • Last six months of transaction information

    The third party should also tell you what data they need and what they will be using it for.

    Both you and the Third Party Provider will only be able to view the information – it’ll display on the Third Party Provider site or app. You won’t be able to make any changes or carry out any transactions.

    How do I avoid paying fees?

    At Sainsbury's Bank we care for our customers and have provided some tips on how to avoid paying Fees. 

    Pay your Credit Card bill on time each month

    We will send you a statement each month, unless there have been no transactions into or out of your account during that period and the balance is nil.

    Your statement will show the date by which we must receive at least the minimum payment. You can always pay more, and have the right to repay all or part of the credit early at any time.

    Your monthly statement also tells you how to make payments to us. Please ensure you allow enough time for the payment to reach us by the due date.

    You must make a payment between the statement date and the payment due date in each month when there is a balance on your account. If you’re going on holiday and won’t be able to make a payment we recommend you either set up a Direct Debit or schedule an online banking payment. Paying early could result in 2 payments being made for the same period and then a missed payment for the next period.

    We recommend you set up a Direct Debit to automatically pay at least your minimum monthly payment by the payment due date. You can set up a Direct Debit payment to automatically pay:

    • The minimum repayment balance
    • The full statement balance
    • A fixed amount

    If you select to pay a regular monthly fixed amount and this is less than the minimum payment due in any particular month, the minimum payment due will be debited from your bank account. If the regular monthly fixed amount is more than the statement balance, then the statement balance will be debited from your bank account. Also, if you have a Direct Debit set-up and you make an additional payment to your account, the Direct Debit may still collect depending on when the additional payment is made.

    Other ways you can make payments:

    • Sainsbury’s Bank Online banking
    • Your own bank’s online or telephone banking service
    • Over the phone using our automated telephony system
    • Through the post

    Stay within your credit limit

    To avoid over limit fees, you should always manage your account within your credit limit.

    Your credit limit and balance are shown on your monthly credit card statement. You can also check your current balance using Sainbury's Bank online banking. Not already registered for online banking? You can register here.

    I have been declined for a Sainsbury's Bank Credit Card, what can I do?

    If you have been declined for a Sainsbury’s Bank Credit Card, you can find more information in the letter we’ve sent. You can also find further guidance here from MoneyHelper, which is provided by the Money and Pensions Service (MaPS). MaPS acts independently to provide information and support to help people make effective financial decisions. This includes providing money guidance, for instance, if a consumer has had an application for credit declined.

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Resources

Credit cards help and support

Managing your credit card

Everything, from making a payment online to updating your details – it’s all here.

General FAQs

Answers to questions about your Sainsbury’s Bank Credit Card and Nectar - including linking your account.

Credit Card Refunds

Our full guidance on credit card refunds and what to do before getting in touch with us.

Online account FAQs

All about registering for online banking, passwords, PINs and transfers.

Fees, charges and interest

How they work, and how you can avoid fees and charges.

Using your credit card abroad

What you need to know when using your card outside the UK.

Managing your debt

If you need help managing or repaying your debt, we can help.

Apple Pay

How to add your card and use Apple Pay on your mobile device.

Google Pay

How to add your card and use Google Pay on your mobile device.

Credit Card App

How to get the Credit Card App to make it even easier to manage your finances.

Open Banking FAQs

View your payment accounts from different banks or building societies in one place.

Cost of living

Help and advice on dealing with the cost of living increases.

Your top credit card questions

Applying 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 8pm, Mon-Fri and 8am and 6pm Sat-Sun on 08085 40 50 60*, select Option 2 (Cards), followed by Option 1.

Checking your balance

You can do this using the Credit Card App or Online Banking. To use the app or online banking you’ll need to register.

Credit Card App

  • Download the app and log in
  • Your balance is on the main screen after you've logged in

Online Banking

  • Log in to your online banking
  • Your current balance can be found under the 'My Accounts' tab

Be aware that your balance will exclude pending transactions which can take up to 24 hours to show.

Alternatively, contact us and select Option 2 (Cards), followed by Option 1 – say or key in your 16 digit card number, your date of birth and your expiry date. You can then check your balance.

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 via the Credit Card App or Online Banking. To use these you'll need to register.

Credit Card App

The last 6 months' transactions are available in the app.

  1. Download the app and log in.
  2. On 'Overview' tap on arrow by Current balance / Available balance.
  3. Recent transactions are displayed. Swipe right to move back by month.

Online Banking

  1. Log in to your account.
  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 +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.

Reporting your card as 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 +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.

Our lines are open 24 hours a day. 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.

Changing your direct debit details

You can do this using the Credit Card App or Online Banking. To use the app or online banking you'll need to register  .

Credit card app

  1. Download the app and log in.
  2. Select 'Payments' at the bottom of the screen.
  3. Tap on 'Upcoming Direct Debit' and here you can 'Edit Direct Debit' or 'Cancel Direct Debit'. Just tap on the relevant option.

Online banking

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. Log in to your account.
  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 

Making a payment

You can do this using the Credit Card App or Online Banking. To use the app or online banking you'll need to register. Once your payment is complete it can take between 1 and 4 days to be processed.

Credit card app

  1. Download the app and log in.
  2. Select 'Payments' at the bottom of the screen.
  3. Options to make a payment are in the 'Other ways to pay'.

Online banking

  1. Log in to your account
  2. Land on 'My Accounts'.
  3. Select 'Make a payment' for your credit card account.

Log in