Skip to content
Ease the Squeeze

Managing your money – frequently asked questions

If you are concerned about managing your money or upcoming payments, we've answered a number of questions that may help put your mind at ease.

Managing your money FAQs

What can I do if I miss a repayment?

If you’ve missed a repayment on any of your Sainsbury’s bank products, including loans and credit cards, or think you might do, we want to help. There's a range of options we can look at to suit you. Whilst these options could affect your credit file, it’s worth considering them carefully if you need additional help with making repayments.

If you’re worried about keeping up repayments give us a call. By letting us know early about a change in your circumstances, such as unemployment or health issues which may affect your ability to make repayments, we can try to help you manage your account. We may be able to offer you support and we’ll look at the options available to help you keep up with repayments

What help is available if I am struggling to pay my bills?

The cost of living crisis is affecting all of us and making it harder to balance our household budgets. If you’re struggling to pay your bills, there are many organisations and charities who can provide you with free useful information, unbiased advice and support when dealing with debt. We’ve detailed some of them here, and you can talk to them about your financial concerns in complete confidence – we’d encourage you to take advantage of the free help available. Please be aware that other debt management businesses may charge you for their services.

Can I change my credit limit?

Yes, however we won’t consider an increase in your credit limit if you’ve had your card for less than 6 months, or had a credit limit change 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 ask 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.

What happens if my account is in arrears?

If you’re unable to make your payments or you’re already in arrears then call us on 0800 085 6934. We’re here Monday to Friday from 8am to 8pm and from 8am to 4pm on Saturdays. We’ve a range of options we can look at to suit your individual needs. But please be aware these may affect your credit file and credit rating.

Can I change my direct debit?

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
  • Select 'Payments' at the bottom of the screen
  • Tap on 'Upcoming Direct Debit' and here you can 'Edit Direct Debit' or 'Cancel Direct Debit'. Just tap on the relevant option

app DD payments

Online Banking

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

  • Log into your account
  • Selecting 'My Accounts'
  • Selecting 'Account Details'
  • 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.

What is persistent or long-term debt?

‘Persistent or long-term debt’ means that you’re paying more in interest, fees and charges over an 18-month period than you are towards the amount you've borrowed on a credit card. Persistent and long-term debt mean the same thing.

Overall, it means it will take you longer to repay what you owe and cost you more in interest and charges. 

As a responsible lender, we aim to help credit card customers in this situation avoid long-term debt. If we identify that you are in long-term debt, we’ll get in touch to let you know and give advice. You can find out more here.

Call us – we can help

If you're going through a hard time financially at the moment, and you're worried about your payments, we want to help. Call our customer payment support team for free on 0800 085 6934. Our lines are open: Monday to Friday from 8am to 8pm and from 8am to 4pm on Saturdays.

One of our specialists can take a look at your income and what you spend, plus any other payments you owe, and see what you can afford to pay.  It would be useful to have a few things to hand before calling including mortgage/rent, energy bills, food costs, travel and transport costs and any other outstanding debts or monthly payments. Then they'll go over your options with you and figure out what might work for your situation.

The sooner you get in touch with us, the sooner we can help you get things back on track.

Problem with your next payment?

If you don't think you're going to be able to make your next payment then we'd strongly recommend you call our customer payment support team on 0800 085 6934 to discuss your options. Calls to this number are free from landlines and mobiles. Our lines are open: Monday to Friday from 8am to 8pm and from 8am to 4pm on Saturdays.

Get more support

There are lots of charities and organisations who may be able to help you if you're struggling with your finances. We've listed a few of these so you can choose the right one for you.


For loans and credit cards go to or call 0800 280 2816:

Payplan offer an online debt solution tool as well as free live chat and email support.

Money Helper

Go to for free:

  • Advice and guides to help improve your finances
  • Tools and calculators to help you keep track and plan ahead
  • Support in person, over the phone and online

Citizens Advice Bureau

Go to for plenty of information about how to manage your money and start getting your finances back in shape.

StepChange Debt Charity

Go to for free support and advice about practical ways to get on top of your finances.

National Debtline will talk you through the options open to you and give you clear advice on how to take back control. Self-employed customers may also want to visit

Money Advice Scotland

Go to to be put in touch with a money adviser in your area who can give you free advice and support when it comes to overcoming your money problems.

You might also like to try:

  • for free legal advice and support for homeowners, including how to avoid losing your home.

  • to find out whether you can claim any benefits or other grants to help you if you lose your job or become ill.

  • for ways to save money and make the most of your income.

FCA warning on unauthorised firms

We would recommend you only use financial firms that are authorised or registered by the FCA as this gives you greater protection. You can find information from the FCA about unauthorised firms at the links below.