Online account FAQs

View our guide Your Credit Card statement explained (PDF, 138kb)

Understanding your account summary

Your account summary is in the right hand corner on page 1 of your credit card statement.

  • Your 'Previous balance' is the closing balance from your last statement
  • 'Payments and credits received' is the sum of any credits added to your account within the statement period. This includes payments you’ve made to your account and any refunds received
  • 'New transactions & interest' is the sum of any new purchases, cash withdrawals, interest or balance transfers from other providers
  • If you have a Direct Debit set up, the details of this will be shown under ‘Payment information’. The 'Direct Debit amount' will show the amount that’ll be collected on your payment due date

Understanding your fees and charges

The ‘Summary box’ on page 2 of your credit card statement contains information on any Fees, Charges or Default Charges you could be charged. This excludes interest.


Understanding your credit card transactions

‘Your credit card transactions’ on page 3 details all the transactions made on your card since your last statement. This includes payments and credits received as well as new purchases, transfers and interest.

Our online banking allows you to manage your account at the touch of a button. Things you can do include:

  • Change to paperless statements
  • View your statements
  • View your balance, transactions and payment date
  • Set up, view or change a Direct Debit
  • Request to add additional card holders
  • Request to change your credit limit
  • Send us a secure message
  1. Log in to your online banking. Not already registered? Register here

  2. Your current balance will show here:
current balance

Be aware that your balance will exclude pending transactions which can take between 3 and 5 days to show.

At the moment, it's not possible to request a balance transfer online. Instead you can call us on 08085 40 50 60. We're here Monday to Friday from 8am-midnight and on weekends from 8am-6pm.

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.

  1. Click on ‘Log in’ in the top right hand corner. Under ‘Credit Cards, Loans & Savings’ select the ‘Register’ button.

  1. You’ll be asked to enter your name, DOB and postcode (if you live overseas leave your postcode blank). Then select that you'd like to register for your credit card. You'll then need to add your credit card number and expiry date.

  2. To keep your account secure, you'll need to create:
    1. A username (between 8 and 20 characters, including at least one number and both lower and upper case letters)

    2. A password (must be between 8 and 20 characters, including at least one number and both lower and upper case letters)

    3. A 6 digit online PIN number (must be unique, not 123456 or 000000 and have at least 3 different numbers)
  1. Now you're registered! Just enter these details every time you want to log in - remember they are case sensitive.
  1. First, log in to your online banking. Not already registered? Register here.

  2. On the ‘My Account’ page click on ‘Make a payment’.

  3. Enter your debit card details. We only accept Debit Mastercard and VISA Debit.

  4. You’ll be asked to select the amount you’d like to pay to your card, you can choose either minimum payment, statement balance, total balance or other amount. Please select one of these options and ‘Continue’.

  5. Your own bank may direct you to complete some additional security.

  6. Your payment is complete and it can take between 1 and 4 days to be processed.
  1. Click on ‘Log in’ in the top right hand corner. Under ‘Cards, Loans & Savings’ select the ‘Log in’ button.

  1. Click on ‘I have forgotten my login details’ in the top right hand corner under ‘Help’.
  1. You’ll be asked to enter your name, DOB and postcode (if you live overseas then leave your postcode blank). Then click ‘Continue’.

  2. From the drop down list, please select if you’d like to reset your online PIN, password or both.

  3. We’ll send an authorisation code to your mobile, enter your code and continue to online banking.

  1. You can now complete your new details and continue to online banking.
  1. Click on ‘Log in’ in the top right hand corner. Under ‘Cards, Loans & Savings’ select the ‘Log in’ button.

  1. Select ‘I have forgotten my username’ in the top right hand corner under ‘Help’.

  1. You’ll be asked to enter your name, DOB and postcode (if you live overseas then leave your postcode blank). Then click ‘Continue’.

  2. Your username will now appear and you can continue to log in:

If you’re registered for online banking then you can request to change your credit limit by:

  1. Logging into your account. Not already registered? Register here
  2. Selecting 'My Accounts'
  3. Selecting 'Account Details'
  4. 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 won’t consider an increase in your credit limit if you’ve had your card for less than 6 months, or requested a credit limit increase within the previous 6 months. We’ll review your ability to repay before we agree to an increase.

If you’re registered for online banking then you can request to get your statement online by:

  1. Logging into your account. Not already registered? Register here
  2. Select ‘My details’ in the top level navigation.
  3. Once in the ‘My details’ page click on ‘Correspondence preferences’ and choose paperless statements.

If you’re registered for online banking then you can view your statement and download a pdf copy by:

  1. Logging into your account. Not already registered? Register here
  2. Selecting 'My Accounts'
  3. Selecting 'Account Details'
  4. Go to the statements tab and you can choose the statement you would like to view.

If you’re registered for online banking then you can request to add another cardholder by:

  1. Logging into your account. Not already registered? Register here
  2. Selecting 'My Accounts'
  3. Selecting 'Account Details'
  4. And selecting 'Add an additional cardholder' on the right hand side of the screen.

We'll carry out a credit check on additional cardholders before we can agree to add them to your account.

If you’re registered for online banking then you can set up a Direct Debit by:

  1. Logging into your account. Not already registered? Register here
  2. Selecting 'My Accounts'
  3. Selecting 'Account Details'
  4. And selecting 'Set up a Direct Debit' on the right hand side of the screen.

You’ll be able to set up a Direct Debit for either the minimum payment, your statement balance or a fixed amount.

If you’re registered for online banking then you can manage your Direct Debit by:

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

You’ll be able to view your current details, change the payment amount and change your bank details.