Argos Card - Frequently Asked Questions

Here's some information which may come in handy if you're unsure about how to do something on myargoscard.co.uk. Use the [back to top] links to get back to the full list of questions if you need to.

Payments

Why is my payment not showing on my account?
Payments can sometimes take up to 5 working days to show on your account depending how you make the payment (see here for more info). If it's been longer than that, double check that the money's come out of your bank account and then give us a call.

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What's my 'minimum payment'?
Your minimum payment is your "minimum monthly contractual payment", which is simply the amount that you must pay us each month as per the terms of your agreement with us. The amount you owe and the payment due date are shown in your statement each month as well as on your account summary on myargoscard.co.uk and in the My Argos Card App.

You must pay your minimum payment before the due date each month, which will be at least 25 days after your statement date.

Remember: If you continuously only make the minimum monthly contractual payment every month, it will take you longer and cost you more to clear your balance. You may also fall into 'persistent debt' (see Persistent Debt below) meaning we need to take steps to encourage you to pay more. Please contact us if you are having repayment difficulties.

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How do I make a payment?
Use a valid debit card (e.g. Visa Debit, MasterCard Debit or Maestro) and press Make A Payment when you're logged in. Enter your debit card number so that we can check that it's one we accept, then - if you have more than one plan on your account - choose one of the options:

• "I would like my payment automatically allocated" - choose how much you want to pay in total and we will allocate that total against the plan or plans that are due to incur the most interest.
• "I would like to make a payment against specific plan(s) myself" - You can choose how much you want to pay against any plans that you have. Payments entered against BNPL plans will go to those plans, but payments against Normal Credit will be applied to your account and your plans as explained in How do you apply my payment?. If you have a minimum payment you should always enter at least that amount into the Normal Credit box.

NOTE: If you do not pay your minimum payment against Normal Credit before making payments against any other plans you may incur late fees and more interest.

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Can I make a payment using my own online banking?
You can - if you want to use your own bank to make a payment here's what you need

• Use the last 18 digits of your Argos Card number (the long number across your Card) as your reference - i.e. leave out the first number, which is 6. So if, as an example, your Card number was 6335 41234 12345 12345 then your reference would be 335 41234 12345 12345
• Use our direct payment bank account number 90505498 and sort code 20-92-94

Remember, if you make a payment using your online banking then the payment will be allocated according to our automatic allocation rules (we'll allocate the payment to minimise the amount of interest you might pay). If you want to make a payment to a specific Buy Now, Pay Later plan then you'll need to use myargoscard.co.uk or the My Argos Card App.

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Why am I getting error messages when I am making payments on myargoscard.co.uk?
There could be a few reasons why your payment's not working, so let's check a few things first.

Make sure:

• You're using a valid debit card to make the payment – we accept Visa Debit, Mastercard Debit, Maestro and Electron
• You're entering the correct payment card details and your payment card hasn't expired
• You have enough funds available to make the payment
• Your bank account is OK and there's no technical issue at your bank (you should be able to check both via your online banking app or website)
• Your browser is up-to-date. Some older browsers may no longer work for security reasons, so you should make sure your browser is the latest version. If you're using browsers older than Chrome 28, Firefox 27, Microsoft Edge 12, Safari 7. Mobile Safari 5 or Opera 20, then you might find you have problems using this site.

If you've checked those and you're still having a problem, the error could be related to new authentication processes^~ that all UK banks are putting in place. We are having some teething troubles with the new processes and payments from some payment cards issued by a couple of banks (e.g. Bank Of Ireland) aren't working at the moment. We're working hard to resolve these issues as quickly as possible.

If your payment card is from one of those banks then you will either need to use a different payment card (issued by a different bank) OR make a payment another way for the time being until we can resolve the issues we're having. Check the back of your latest statement for all the ways that you can make a payment.

^~ Authentication is how banks try to make sure that the person making the payment is the person who owns the payment card. The new processes have been agreed and implemented by all banks to help protect their customers from online fraud.

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I made a payment to a plan but the payment has gone towards a different plan. Why is that?
You can't make payments to plans that haven't appeared on your statement yet - if you try to do that our system will automatically allocate your payment to the plan or plans which are likely to incur the most interest that month.

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Can I use a credit card to make a payment?
No - we only accept debit cards. So Visa Debit, MasterCard Debit and Maestro are accepted methods of payment but AmEx and MasterCard or Visa Credit are not.

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Can I change my payment due date?
If you want to change your payment due date, give us a call and ask. Your payment due date and statement date are interlinked, though, so by changing one you'll be changing the other. You can only change your payment/statement date a limited number of times. Give us a call on 03456 400 700 to ask.^†.

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What's Verified by Visa and MasterCard SecureCode?
These services are offered by Visa and MasterCard, in association with the bank that has issued your credit / debit card. It's aimed at protecting your details when shopping online by ensuring your card is not being used by someone else.

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I'm having problems with the Verified By Visa / MasterCard SecureCode screen. How do I get past it?
Verified By Visa / MasterCard SecureCode are both operated by debit card issuers. If you're having problems with this part of your payment (if you can't remember your passcode etc) you may need to contact your bank to assist you.

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When do I need to make a payment by?
It takes different lengths of time for certain payment types to reach us - it's your responsibility to make sure payments reach us on time:

• Paying by MY ARGOS CARD APP, MYARGOSCARD.CO.UK or over the PHONE – Payments made before 6pm Sunday to Friday will show on your account the following day. Payments made outside of these times will be applied to your account within 3 days.
• Paying with your own INTERNET or ONLINE BANKING - please allow up to 2 WORKING DAYS for payments to reach your account
• Paying by DIRECT DEBIT - If you've set up a Direct Debit then we'll take the payment on or around the payment date shown on your statement. You can choose to pay the minimum contractual payment, a fixed amount or the full balance each month. When your Direct Debit has been set up you will see this confirmed on your statement. You need to continue to make payments manually, until you see confirmation on your statement. If you want to set one up or amend an existing Direct Debit log into this website or call us on 03456 400 700^†.
• Paying by CHEQUE in the post – Please allow a minimum of 5 working days for your bank to process your payment and for it to reach your account.
• Paying by HIGH STREET BANK, BUILDING SOCIETY or POST OFFICE – Please allow 5 working days for payments to reach your account.

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How do we apply your payments?
When you make a payment that's not to a specific plan we will apply the payment as per the terms of your agreement with us (which is as follows):

If you do not pay off the full outstanding balance on your account in a month, any payments made by you will be applied to your account by firstly clearing the outstanding balance of any BNPL Plan due to expire before the end of your next statement period.

We will then use any additional amount you have paid to first pay off balances to which the highest rate of interest applies on (i) to (v) below, followed by the balances at the next highest interest rate and so on. Where (i) to (v) are at the same rate of interest, balances will be paid off in the following order:

(i) Interest; and then
(ii) Charges and/or fees; and then
(iii) Outstanding balance of Normal Credit; and then
(iv) Any outstanding balances on any BNPL Plans; and then
(v) Any other amounts that have been added to your account since the previous statement date

Where you have two or more BNPL Plans due to expire after your next statement period, these will be repaid in the order in which they are due to expire, starting with the BNPL Plan that is due to expire first.

You are required to make at least your minimum monthly contractual payment as detailed in your statement and this will be applied to your account in the order stated above. If you wish to make any additional specific payments you can ask us to direct these in a specific way to meet your needs.

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What do I do if I'm struggling to pay my bills?
Debt can become a problem for all sorts of reasons for example, as the result of relationship breakdown, unemployment, bereavement and illness. Usually things get back to normal quickly but sometimes the situation can get worse and positive action is required - the remedies are often simple.

We know your debts aren't going to disappear on their own, but we really can help. If you get in touch, we'll ask you about your income and outgoings so you can feel confident you're only repaying what you can really afford. And your priority payments - Rent/mortgage, Council Tax, and household bills, will always come first.

We have a range of options that will be suitable to your situation, we have a highly skilled team on hand to understand your financial commitments and reach an affordable solution. Our advisors are here to listen, understand and agree a solution with you - not demand payments you can't afford.

We'll try to provide you with help that's clear, practical and easy to understand. Also, we'll advise you where to find free and independent help.

You can contact our Customer Payment Solutions department by letter or telephone.

• Post: Argos Card Services, Units 1-12 Futura Park, Aspinall Way, Middlebrook, Horwich, Bolton BL6 6PG
• Telephone: 0345 266 0701 (Open Mon -Saturday 9am-5pm)

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Logging in

How do I log in?
On the homepage you'll need to enter your Login ID and your Surname, press Next and then enter your Memorable Word and a five-digit Security Number. If you haven't registered you will need to do that first, and you can do that HERE

If you've forgotten your Login ID, go HERE

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What happens if I lock my account?
If you've entered your login details incorrectly three times then your myargoscard.co.uk account will be locked for 30 minutes, at which point you can try to log in again.

If you've forgotten your login details and you enter any account verification details incorrectly when we ask for them, your account will be locked for 4 hours.

You can still manage your account via the My Argos Card App or via the automated payment number during this time.

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What's a Login ID?
Your Login ID is the unique username you chose when you registered for myargoscard.co.uk (it's a bit like a username). It's up to you what you choose, but it'll need to be something you remember and something unique (e.g. your email address).

You can change your Login ID later if you want to. Just log in and go to Change Login ID in the menu.

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What's my Memorable Word and my Security Number?
Your Memorable Word is essentially your password - something only you'll know. You can set a 'hint' when you register to jog your memory if you forget it.

Your Security Number is a bit like a passcode - but unlike the passcode you might use for an App or your phone, this one is five digits long (and it's not the same as your My Argos Card App passcode. If you use both the App and this website you'll need to set up both separately).

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I've forgotten my login details. What do I do?
If you've forgotten your Login ID but you know your Memorable Word, go HERE.

If you remember your Login ID but you've forgotten your Memorable Word or Security Number, log in as normal (enter Login ID & Surname and press Next) but on the second page press Forgotten Your Security Details and follow the instructions. You will need a valid email on your account, though. If your email address is not correct then you'll need to give us a call.

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Can I reset my security details if my email address is incorrect?
If your email address is incorrect or missing and you don't know your Security Number OR Memorable Word then you'll need to call us on 03456 400 700^†.

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Why is logging in so difficult?
Although we want to make your account management as simple and easy as possible, we take security very seriously and want to be confident that there is no unauthorised access to your account. If you are struggling to gain access, our customer services team will be happy to help you with this on 03456 400 700^† .

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Why am I asked to call you when I try to log in?
Occasionally we might need to speak to you about your account before you can log in. If we ask you to call us, please do call as soon as you can - 03456 400 700^† .

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Interest

What is Estimated Interest?
Estimated Interest is the amount of interest you might incur if you only pay your minimum payment before your next statement. It's shown on the front of your statement each month.

• If you've got a Normal Credit balance, the interest that might be charged from that is included in your estimated interest figure.
• If you have a Buy Now Pay Later plan due to expire next month then we'll also include how much deferred interest might be incurred on it if you don't pay off any more of your balance. Find out more about Buy Now Pay Later plans HERE.

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What is APR?
The Annual Percentage Rate (APR) is the total cost of having an Argos Card, expressed as an annual percentage of the total amount of credit. The APR is intended to help you compare different offers. Your APR is displayed on your latest statement.

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How is interest calculated on Buy Now Pay Later plans?
No interest is charged if you pay in full before the end of the Pay Later period and keep your account up to date. If you don't pay in full in this time, you'll be charged interest.

You will be charged interest on any balance remaining at the end of the plan, calculated at your normal plan rate starting from the date of purchase. Paying as much as you can before the plan ends will reduce the amount of interest that you pay.

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How Deferred Interest is included as part of your Minimum Payment?
The Deferred Interest charges will be requested as part of your Minimum Payment, but not all in one go.

• We take the total amount of Deferred Interest charged (e.g. £30)
• Divide this by the number of months that your Plan ran for (e.g. 3 months). We call this the "Deferred Interest Portion"
• We add this amount to your required Minimum Payment for the next 3 months (i.e. the duration of your original Plan).

30/3 month plan length = £10 charged each month for three months

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Why are you increasing the interest rate on my account?
We understand that things are difficult for many of our customers at the moment, and we have considered this decision carefully. We haven't increased the interest rate on the Argos Card for a long time, yet we have seen the costs of running the Argos Card increase. To be able to manage these costs, we need to take this action now.

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How will increasing the interest rate impact the way my account works?
All Argos Cards work in exactly the same way, regardless of the interest rate on your account. You can still use all of the Buy Now, Pay Later plans to help you spread the cost of your purchases.

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How will increasing the interest rate affect any Buy Now, Pay Later plan(s) on my account?
If you repay your Buy Now, Pay Later plan balance in full before the end date, you won't be charged any interest. If you choose to spread the cost over a longer period, then you will be charged Deferred Interest on any balance remaining at the end of your plan, which you pay as part of your minimum monthly payment.

The interest on any remaining balance is backdated to the date of purchase, and the rate applied to this Deferred Interest will depend on your Buy Now, Pay Later plan start and end date:

• If you have any Buy Now, Pay Later plans that start and end before the rate change, the Deferred Interest will be charged at your current interest rate.
• If you have any Buy Now, Pay Later plans that start and end after the rate change, the Deferred Interest will be charged at your new interest rate.
• If the date of the rate change occurs in the promotional period of any Buy Now, Pay Later plans on your account, the Deferred Interest will be charged at your current rate up until the change in your interest rate has taken place, where it will then be charged at your new rate.

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What are my options if I don't want the interest rate on my account to increase?
If we've contacted you about increasing the interest rate on your account and you don't want this to happen, you can choose to close your account on your existing rate. Unfortunately, this means you won't be able to spend on your card or take out any new Buy Now, Pay Later plans.

Your current Argos Card terms and conditions will continue to apply, you'll still receive your monthly statements, and you'll need to make at least your minimum monthly payments at your current rate. We encourage all our customers to pay more than the minimum payment, as this will help you repay your balance faster and pay less interest. When you've cleared your balance, we will then close your account.

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Can I opt out of the interest rate increase and close my account on MyArgosCard.co.uk or by using the App?
No, you need to let us know that you want to do this via text message or by calling our dedicated helpline. Please follow the instructions in your letter or email.

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I've sent a text to opt out of the interest rate increase and received an error message. What should I do?
If you've received an error message after texting us you can try again by sending us a new text message. Please don't reply to the error message because this won't register on our system. Double check the message you've sent to make sure it matches the instructions we've given you, as the system we use can't register your request properly if there's things like spelling mistakes or if you've typed the wrong number. If after that you still get an error message, call us on 0345 608 0152 so we can make sure your request has been logged and start the closure process.

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I've sent a text to opt out of the interest rate increase, but I haven't had a response. What should I do?
If you've sent us a text but haven't received either a confirmation or error message, call us on 0345 608 0152 so we can make sure your request has been logged and start the closure process.

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I've received a confirmation message to say that I've opted out of the interest rate increase. How long will it take for my card to be blocked from spending?
After you get your confirmation message, it can take some time for your card to be blocked while we process your request and make the changes we need to in our system. In some cases, it may take around a week for your card to be blocked while these changes take place.

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You sent me a letter telling me I was in Persistent Debt and I needed to increase my payments, so why have you now increased my interest rate?
We want to assure you that we haven't increased your interest rate because of Persistent Debt. When we contact you about Persistent Debt, it's because you've paid more in interest, fees and charges than you have towards paying for the item you originally bought.

The Financial Conduct Authority have rules which mean that we need to help you to take action to move your account out of Persistent Debt. That's why we encourage you to pay more than the minimum payment if you can afford to, as this will help you to repay your balance faster and pay less interest.

Remember, if you don't want your rate to change you can get in touch with us to close your account on your existing rate, but you won't be able to spend on your Argos Card again. If you're finding it difficult to make your required monthly payments, please contact us on 0345 601 0798. We want to help.

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Plans

What's Normal Credit?
Purchases on Normal Credit won't be charged interest if they're repaid in full by your next monthly payment date (and the total Normal Credit balance on your previous statement has been cleared by the payment date).

If it's not repaid, interest will be charged at the Normal Credit Rate from the date of purchase until you repay the balance in full. Interest is calculated on a daily basis from the date of the purchase until you repay us, and will be added to the account each month on the statement date. This means you may pay interest on interest.

You must pay your minimum payment each month.

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What's a Buy Now Pay Later plan?
A Buy Now, Pay Later Plan (BNPL Plan) is a way of spreading the cost of a product over a period of time. When you buy your product you'll be able to spread the cost for up to 12 months without being charged interest. You will see the length of the Plan available on your product when you checkout.

If you pay off your Plan before the end date, no interest will be charged if you keep your account up to date.

Or, you can decide to spread the cost even further. If you decide not to pay off the plan by the end date, we'll move the remaining amount to your Normal Credit balance. You will be charged interest on this amount which will be backdated to the date of purchase. We call this Deferred Interest and this will also be added to your Normal Credit with the remaining Plan balance (see 'How Deferred Interest is included as part of your Minimum Payment?').

In addition, the Normal Credit Interest Rate will apply to the whole Normal Credit balance each month, until the balance is cleared, we refer to this as interest on interest.

Paying as much as you can before the plan ends will reduce the amount of interest that you pay.

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What's a Plan Ref?
The four digit Plan Ref simply helps us locate a plan on your account if you call us. I.e. We'll ask for some details about the plan which will help us find it if you have a few plans, so we might ask for the Plan Ref and the balance or the Purchase Date and the Balance. You might notice that some Plan Refs are the same as others - that's because they're not unique and they just tell us what type of plan it is.

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Why has one of my plans disappeared?
There could be different reasons for this, please refer to your most recent statement.

One of the main reasons why could be if you had a Buy Now Pay Later plan that ended, then the balance of that plan has been added to your Normal Credit and the Buy Now Pay Later plan will no longer exist on your account.

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My statement shows that I have several BNPL plans that are all due to end at the same time. What should I do to ensure I don't pay more interest than I need to?
It depends how much you can pay off towards a plan and when your plans were started.

• If you can afford to pay off all the plans then you may want to consider clearing the balances. This would mean you will pay no interest at all.
• If you can only clear off one or some of the plans (but not all) it makes sense to clear the oldest plans first to save you more in interest.

Interest is calculated based on the amount outstanding at the end of the plan from the date you took it out. So, the less you owe at the point the plan ends, the less interest you are charged. Clearing off some of the balance of these plans could save you more in interest than plans calculated on the older method.

Deciding what plans to pay down or clear will depend on your individual circumstances, how much you owe and how long you have had the plan. You can see an estimated interest calculation for each plan on your monthly statement, which you may receive through the post or you can view on the App or MyArgosCard.co.uk.

In the App you can view each of your plans in the My Credit Plans section, this will show you the purchase date, the purchase value and the outstanding balance.

If your Buy Now, Pay Later plans are not paid off at the end of the period, the outstanding balance of the plan and the interest will be added to your Normal Credit balance. You will then be asked to pay a monthly minimum payment and you will be charged interest every month. If you make only the minimum payment each month, it will take you longer and cost you more to clear your balance.

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Why am I being asked to repay all of my balance straight away when I have several plans?
If someone misses several minimum payments in a row then they're in breach of their credit agreement, and we have to end all of the plans and ask for repayment on everything, so all of the plans are added to Normal Credit.

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Credit Limit

When can I use my new credit limit?
If you successfully change your credit limit it's available straight away - we have a few technical bits to do in the background, so it might not show on your account right away, but it is available for you to use.

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Why can't I change my credit limit?
Whenever you ask for a new credit limit (either an increase or decrease) we look at a number of things before we can change it. We take your financial circumstances into consideration as well as some other information about your account. Here are a few reasons why you might not be able to update your limit:

• If you've only become an Argos Card holder in the past 12 months
• If you have an emergency temporary credit limit already on your account
• If you've changed your limit within the last 6 months
• If you're requesting a new limit which is below your current balance
• If you're in arrears or you've missed payments

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How do I increase my credit limit?
Go to 'Request New Credit Limit', enter your Annual Income, tell us the TOTAL credit limit you would like to have - that's your current limit PLUS the amount you want (e.g. if you have a £500 credit limit but want to increase it by £200, then enter £700 as your new limit), then tell us why you want the new limit and whether you want to be considered for automatic credit limit increases in the future then press 'Change credit limit'. We'll make an instant decision, and if your request is accepted then your new limit will be available immediately (even if it doesn't show on myargoscard.co.uk straight away).

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What happens if I go over my credit limit?
If you go over your credit limit you may be charged a £12 fee which is detailed in your terms and conditions. To help you to stay within your credit limit, we'll send you a text reminder when you've used 95% or more of your credit limit. You'll automatically receive these text messages if we have an up to date mobile number for you on our system. Your credit limit and remaining balance can be found on your statement, on the App or by logging into this website.

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Registering

How do I register?
Go here and give us some details about you and your Argos Card (your Card number and expiry date), set up your login details and then you're all done! It shouldn't take more than a minute or two.

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I've forgotten my details. Can I register again?
No - you can only register one Argos Card account on myargoscard.co.uk. If you've forgotten all of your login details, give us a call and we'll help OR download the My Argos Card App and manage your account on your phone or tablet.

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Why am I being told that my details can't be found when I am trying to register?
Could be one of a number of reasons:

• If you're entering your Argos Card number, you don't need to type the first four digits (6335), just the 15 digits after that.
• Make sure you're entering your most up-to-date Argos Card - if you have received a new Argos Card recently, you'll need to enter the details for that Card.
• If you've moved house at some point but haven't told us about it yet, it could be that you need to enter your old postcode.
• You can't register the Argos Credit Card (the black Visa credit card) on this website, only the Argos Card.
• Only the main Card holder can register on myargoscard.co.uk - so if you've been given your Card by someone else then you won't be able to register on this website or the App.

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Can I register an expired Argos Card so that I can manage my account?
You can - just enter your Card number and expiry date from your final Argos Card.

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If I've registered for the My Argos Card App, am I registered for myargoscard.co.uk?
No - for security reasons, we ask you to register for both separately.

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Will I need my login details to make purchases or manage my account over the phone?
No, never. If anyone contacts you to ask for your login details (Login ID, Memorable Word or Security Number) for security reasons then do not hand them over. We will never ask you for your login details for myargoscard.co.uk. See our advice on Website Security. However, if we do need to contact you we will ask some security questions before we can access your account.

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Direct Debit

How do I set up a Direct Debit? How quickly is it set up?
You can submit a request for a Minimum Payment Direct Debit on myargoscard.co.uk. This can sometimes take a couple of weeks to set up, so we need you to keep managing your account as normal until you see the Direct Debit details confirmed on your statement. If it's not on your statement then it's not set up, and if you don't make your payment then you may incur fees and more interest. If you're unsure whether or not the Direct Debit is set up, give us a call. You can also find out more information about how to set up Fixed Payment and Full Statement Balance Direct Debits HERE.

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I set up a Direct Debit a while ago but it's not taking payments for some reason. Why is that?
There's a few reasons why Direct Debits aren't being taken:

• If you requested your Direct Debit recently then it's possible that it hadn't been set up in time. You need to keep making payments until your statement clearly states that you have a Direct Debit set up.
• If you don't have sufficient funds in your account, then your Direct Debit might fail.
• If you change Bank account and don't let us know we might be trying to take money from your old bank account.
• If you only have Buy Now Pay Later plans and a Minimum Payment Direct Debit there's no payment to take. We'll only take your Minimum Payment each month, while Buy Now Pay Later plans will never have a Minimum Payment. If you want a Direct Debit to take regular payments to pay off a Buy Now Pay Later you'll need to call us on 03456 400 700^† and set up a Fixed Amount Direct Debit.

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How does the Direct Debit work?
We have a couple of Direct Debit options for you:

• Minimum Payment Direct Debit - Your Direct Debit will collect your Minimum Payment (shown on your Account Summary here online or on your statement) each month. Keep in mind that if you make only the Minimum Payment each month it'll take you longer and cost you more to clear your balance. You can set up your Minimum Payment Direct Debit by logging into myargoscard.co.uk and clicking on 'Direct Debit' in the menu.
• Full Statement Balance Direct Debit - Your Direct Debit will repay the entire balance shown on your statement each month, so you won't pay any interest. Just remember: If you have any Buy Now Pay Later Plans on your account they'll be repaid in full once the Direct Debit has been set up and you won't get the full length of the plan to pay. Download and print the Direct Debit Request Form (HERE), fill it in, choose Full Statement Balance and send it to us in the post.
• Fixed Payment - Your Direct Debit will collect the fixed amount you tell us and will be shown on your monthly statement. If the minimum payment required in a particular month is more than the fixed amount, we will collect the higher of the two. You can ring us to adjust the amount at any time. Give us a call on 03456 400 700^† and we'll get you set up.

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Will a Minimum Payment Direct Debit repay my Buy Now Pay Later Plans?
No - the Minimum Payment Direct Debit will repay only the Minimum Payment due that month. If you want to repay your Buy Now Pay Later plans over time via Direct Debit you would need to consider a Fixed Amount Direct Debit instead.

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What do I need to set up a Direct Debit?
All you need is your bank account number and your sort code. Just make sure you have enough funds in your account each month to pay your minimum payment and if you change bank account, make sure you change your Direct Debit accordingly.

We will tell you on your monthly statement when your direct debit is set up. Please continue to make payments by an alternative method until your direct debit is set up.

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Can I cancel my Direct Debit?
Of course. Just log in and press Direct Debit in the left-hand navigation, then press Cancel Direct Debit. You should also cancel this with your bank.

Just be careful: If your next payment is due within the next 5 working days, then we might have already requested your Direct Debit payment from your bank.

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Can I change my Direct Debit details?
You can change your bank details here online. For any other changes (name, amount, date) you'll need to call us. Just a couple of notes if you're thinking about changing your Direct Debit details:

• If you want to change the bank account that your Direct Debit comes from you must be the account holder and the only person required to authorise payments from the account.
• If you ask us to make any changes to your Direct Debit (amount, bank account or date) in the 5 working days before your next payment date, the changes may not take effect until the following payment due date.
• If you want to change your Direct Debit amount or change the date on which you want your Direct Debit to be collected you'll need to give us a call on 03456 400 700^†.

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What day is my Direct Debit taken?
The funds will leave your account on your payment due date (which is shown on your statement).

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Can I repay more than my Direct Debit each month?
Of course! If you make only the Minimum Payment each month it'll take you longer and cost you more to clear your balance so feel free to repay as much as you want to in addition to your Minimum Payment Direct Debit.

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Can I change my Direct Debit from Minimum Payment to Full Statement Balance or a Fixed Amount in the future if I need to?
That shouldn't be a problem - you should give us a call, though, and we can run you through the options.

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If I've got a Fixed Amount Direct Debit, what happens if the balance shown on my statement is less than the Fixed Amount?
We'll take the balance shown on your statement balance if this is less than the Fixed Amount.

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How can I see if I have a Direct Debit set up?
You can look on your latest statement (go to View Statements when you log in) or we'll tell you on your Account Summary.

If you set up a direct debit up in the past but have not made any payments within 12 months we may need to set this up again.

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About your Argos Card

How might the proposed Royal Mail strike affect my Argos Card?
Upcoming industrial action by Royal Mail may cause delays to postal communications. This means it may take longer than usual for you to receive mail from us or for us to receive anything you send to us in the post during this time.

If you have the My Argos Card App or an online account, please use these services to view your statement or to make a payment. If you need to send your payment in the post, please allow extra time for this to reach us. We will do everything we can to minimise any disruption and get our services back to normal as quickly as possible. Please call us on 0345 640 0700 if you need any further help.

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How do I contact you?
If you can't find the answer to a question you have here online and feel like you need to speak to someone then please call 03456 400 700^†.

If your query isn't too urgent you can also log into myargoscard.co.uk to send us a secure message.

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Where can I use my Argos Card?
You can use your Argos Card in any Argos store, online at argos.co.uk, over the phone and on the Argos app.

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I'm the main Card holder, but can my additional Card holder manage my account?
No - as the main Card holder, you are solely responsible for managing your account. Your additional Card holder cannot register their Card on either myargoscard.co.uk OR on the My Argos Card App. This is for your security - the addition Card holder is using your credit, so if we allowed them to manage your account then they could request new credit limits (and affect your credit rating), miss payments, change your address, turn off your statements etc, which is why we urge only the main Card holder to look after the account.

If you require additional support managing your account you can request a letter of authority which we will send through the post for you to complete and return. Once we have received your completed form we will add the details to your account which will allow the person you have nominated to access, change and manage your account in full.

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Does the Card cost anything?
Although there's no charge for having an Argos Card account we may charge:

• £12 if you do not make your minimum payment on time;
• £12 if you exceed your credit limit;
• £12 for a returned payment, for example, a failed Direct Debit.

The above charges are referred to in your Argos Card Terms & Conditions as 'Default Charges'.

We may also charge you:

• reasonable costs for enforcing the agreement, including any loss, costs or expenses that may be incurred in collecting money owed under this agreement;
• £5 for sending you a copy statement.

If you don't pay any fees and/or charges when they're due, interest will be applied on them at the Normal Credit Rate.

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How do I report a bereavement?
We're here to help if you've recently lost someone close to you. Please take a look at our dedicated help page for more information.

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How do I close my account?
We're sorry that you're considering closing your account. If you definitely want to close it then give us a call or contact us through myargoscard.co.uk.

Please note - The account won't close until the balance is completely cleared. It can take up to a month to close your account and it might take up to another month for your credit file to update.

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What do I do if I've lost my Argos Card or had it stolen?
Let us know as soon as possible (call us on 03456 400 700^† or Contact Us via myargoscard.co.uk).

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What is the Registered Office Address for Argos Card?
The registered office address for the Argos Card lender (Home Retail Group Card Services Limited) is 33 Holborn, London, United Kingdom, EC1N 2HT. However, this does not change how you should contact us. Please do not use this address for help with your account. For help on how best to get in touch, see How do I contact you?

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How can I help a friend or relation manage their Argos Card Account?
There are a number of ways we can help, depending on our customer's circumstances. The easiest thing to do is to call and speak to one of our advisors who can explain the options. You can call us on 03456 400 700. Lines are open 8am to 6pm Monday to Saturday and 10am to 6pm Sunday.

If you already have a Power of Attorney, or other authority to act on behalf of our customer, we’ll just need some documents to enable you to do this, such as proof of your identity.

You can find out more about managing finances for someone else by visiting citizensadvice.org.uk

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Updating my details

How do I update my contact details?
You can change your phone number and email address in the App, and you can change your address, phone number and email address on myargoscard.co.uk

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I've recently changed my name. How do I update my account?
You'll need to send us one of the following documents (or a copy of the document) with a covering letter that includes your account number and address:

• Marriage certificate
• Civil Partnership Certificate
• Deed Poll Certificate
• Decree Absolute Certificate

Send your documents to: Argos Financial Services, PO Box 211, Park Mill, Huddersfield, HD8 1FA

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Why do you need my contact details?
It's critical that we have current contact details for you - occasionally we might need to tell you about critical changes to your account (updates to your terms and conditions, changes to APR etc) and if we don't have your details then we can't contact you.

Also, if you don't have an email address that you still have access to on your account and you forget your Memorable Word or Security Number you won't be able to log into this website.

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Technology

What browsers will myargoscard.co.uk work on?
This website will work on all commonly used browsers - Chrome, Microsoft Edge, Safari, Firefox - and on most devices (PCs, iMacs and Macbooks, iPhones, iPads, Android phone and Android tablets, Amazon Fire tablets).

Just remember to keep your software up-to-date - check your browser for updates, make sure your device OS (operating system) is updated.

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How secure is this website?
When you connect to our website, your session is encrypted. Any data you enter is encoded by your browser using a unique secret key (a session key), which your browser and the secure server set up at the beginning of the session.

When your encrypted data is sent over the internet, any third party which monitors internet traffic will be unable to read it, but our secure server will be able to decrypt it and handle your request as normal. The same encryption also occurs when we display screens back to you. We use Secure Sockets Layer (SSL) protocol for managing your encrypted session and 128 bit encryption, which is why the latest versions of web browsers are needed to register for and use this service.

You'll also see a padlock symbol somewhere on your browser, which confirms your session is secure (padlock positions may vary dependent on your browser - always make sure that one is showing though whenever you are using secure sites).

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Statements

Can I turn off my paper statements and letters?
You can turn off your paper statements, and paper letters we occasionally send you, when you log in to myargoscard.co.uk or if you download and register on the My Argos Card App.

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I thought I was paperless so why have I received a paper statement?
We need to tell you something important about your account so we've sent a paper statement in addition to your paperless copy to make sure you get it and to remind you to read it. Once you've had a look and resolved the issue we'll turn paper statements off again. You will continue to receive other correspondence and letters via email as usual.

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What's "Potential Deferred Interest"?

• It's the amount of interest that you could be charged if you don't pay off the full Buy Now, Pay Later plan balance before the plan ends. The Potential Deferred Interest will be shown as soon as your plan appears on your Statement.
• You can make payments to the plan at any time - it's up to you. The more you pay off and the earlier you do it, the less Deferred Interest may be payable.
• If you pay off some of the balance during the plan, you'll see on your subsequent statements that the Potential Deferred Interest reduces.
• If your Buy Now, Pay Later plan ends and you haven't paid the plan balance off IN FULL, then the remaining balance of the plan PLUS the Deferred Interest will be added to your Normal Credit balance and your minimum monthly payment will increase in line with your Terms and Conditions.

REMEMBER: If you pay off your Buy Now Pay Later Plan IN FULL before it ends you won't be charged any Deferred Interest on the plan balance.

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How do I see my statements?
Your statements are stored in 'View statements' on the left-hand side when you log in. Open the link and your statements will appear at the top of the page. If you've only recently opened your account then it's possible you may not have a statement yet.

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When will my latest statement appear online?
Your statement will appear online on the same day each month - e.g. if your statement date is the 17th of the month then it will appear on the 17th of every month.

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Why won't my statement open?
It could be due to one of these reasons:

• If you're on a PC or Mac you need a PDF reader to open statements (Adobe Reader is the most popular software for opening PDFs but there are others available).
• If you already have Adobe Reader or equivalent, make sure your PDF software is up-to-date.
• If you're on a mobile device, make sure your signal is ok and that you have the data available to download a PDF (they're about 400KB each)
• If you're on an Android device, make sure you have a suitable app for opening PDFs. Like desktop devices, Adobe Reader is the most popular app for this.
• Check that you have no security software running that might be blocking the PDF from downloading

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Why didn't I get a statement this month?
If your account has had a zero balance for a while we don't send you statements anymore. But if you do have a balance and haven't received a statement then it's possible that it's been delayed in the post. You should receive your statement within 10 days of your statement being printed. If you want to check your statement urgently, you can do it on myargoscard.co.uk where we have your current and most recent statements.

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Protecting Your Data

I'm not sure how to protect my data?
As you may already know, fraudsters sometimes try to steal your confidential information by contacting you through phone calls, text messages or emails that look or sound just like a real company – possibly a company that you've shopped with or you're registered with. This is called "phishing" (or "smishing" if they do it via SMS).

It's about getting you to hand over your personal details directly to them so they don't have to go to the trouble of hacking a website or stealing your information the hard way.

We’ve a number of tips to help keep you safe from online fraud below.

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What should I do if a firm asks me for my personal information?
Genuine companies will never email or text you to ask for things like usernames, passwords, dates of birth or your debit/credit card details. For example, Argos will never send an email or SMS asking you to confirm your Argos Card details. If you get an email or SMS like this or that looks at all suspicious, don't click on any links, don't respond to it and delete it.

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What should I do if a firm asks me to call them?
If you don't recognise the phone number in the SMS or email, don't call it. Google the number if you're not sure OR, for Argos Card, call the number on the back of your actual plastic Card.

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What should I do if a firm asks me to visit a website?
If you get an email or SMS that links through to a site asking for personal details, check it's genuine. Check that the web address is one you know (it might even look similar – e.g. my-argos-card.net – but that doesn't mean it's real). Look out for spelling mistakes and unusual layouts. If you're in any doubt, use a web browser to search for the site and log in from there. For example, Argos will always ask you to fully log into a site if you want to change your details online. Also, look out for the little padlock in your address bar, which shows that the site is secure before you enter any personal data.

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How do I set up a strong password?
Always use unique passwords that can't easily be guessed. Avoid common words or people's names and remember to change your passwords regularly. Do not use the same password across multiple websites. And if you're using a public computer or a computer used by multiple people, make sure that you fully log out each time and don't let the browser save your usernames or passwords.

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Where can I find out more about staying safe online?
For more free expert advice on staying safe online, visit the Police Action Fraud website or search "Take 5".

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I'm worried that my data has been stolen – what should I do?
If you're concerned that your Argos Card data has been stolen because you responded to an email or SMS that looked like it was from Argos, let us know as soon as possible by calling the number on the back of your Argos Card.

If you've ever had data compromised with any other organisation and you use the same password with us, you should change it straight away. Fraudsters will often use data stolen from one website on a lot of different websites, so it's always better to be safe and change all your passwords.

For more free expert advice on staying safe online, visit the Police Action Fraud website or search "Take 5".

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How do I know if social media links are safe?
Don't click on links in social media posts, tweets or direct messages if anything seems out of the ordinary or too good to be true. If you're not sure if the link is real, contact the official page. For example, Argos has a verified blue tick on Facebook, Instagram and Twitter, so if you're unsure about a post that looks like it might come from us, contact one of our official social media pages and ask.

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Persistent Debt

What is Persistent Debt?
Persistent Debt is where a customer has paid more in interest, fees and charges in an 18 month period, than they have towards paying for the item they originally bought. The Financial Conduct Authority (FCA) have rules aimed at helping people who find themselves in this situation. If you've received a letter or email from us about this issue, then we believe this affects you. If you can, you should try to take action to move your account out of Persistent Debt. We want to help you, so please contact us on 0345 601 0798 if you want to talk about Persistent Debt.

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Why is it important that I take action?
It's important because if you don't, it'll take you longer to repay the debt and you'll be charged more interest during that period. If you can afford to pay more each month, you will pay off your balance quicker and you'll pay less interest.

For example, let's say you have a Normal Credit balance of £500 on your Argos Card with an interest rate of 34.9% APR and you don't make any other purchases.

• If you only make the minimum payment each month, just before your payment date – it'll take you 14 years and 8 months to pay off your balance.
• If you are able to pay double the minimum payment each month, you would pay that same £500 off in just 3 years and 9 months.

You can find some information about how long it will take you to repay your balance, how much interest you might pay and how much you could save by paying more than the minimum each month by visiting cardcosts.org.uk

Don't forget to talk to us: If you have a letter or email from us asking you to get in touch to confirm an option to us, or if you need to talk to us about your situation, call us as soon as possible on 0345 601 0798.

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How will I know if my Argos Card account is in Persistent Debt?
We monitor the activity on everyone's account each month, so we know when someone's account meets the FCA's definition of Persistent Debt. If you've received a letter from us about this issue, then your account meets that definition and you need to consider taking action by increasing your monthly payments. Please don't put it off, it really is easier to deal with if you change your payment habits as quickly as possible.

If you've already taken some action and started to increase your payments, that's a great start and will help towards moving your account out of Persistent Debt.

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How will I know when my Argos Card account is not in Persistent Debt?
We will continue to monitor your account for 18 months after we write to you the first time and we'll let you know during that time how you are progressing. We'll write to you at the end of that period with details of any further action you may need to take.

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How much should I pay each month?
The amount you need to pay depends on your current situation and how long you have been in Persistent Debt and how much you can afford to pay each month.

If we have contacted you for the first time about Persistent Debt on your account, we would suggest paying double the monthly minimum payment shown on the front page of your statement each month.

If you can't pay double the minimum each month, paying any amount more than the minimum will help. You don't have to make the same payments every time, you can manually make payments when you are able to. Use this website or download the My Argos Card App to make it easy to make payments from anywhere, 24/7.

If you've been in Persistent Debt for a while and you have received a letter from us which talks about confirming an option to us, click here to see how to work out your increased minimum payment.

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How do I make a payment?
How you pay is entirely up to you and all of the ways to pay are listed on the back of your statement, which include:

• Coming here to MyArgosCard.co.uk, or downloading and registering for the My Argos Card App, where you can manage your account and make payments
• Calling our automated payment system on 03456 400 700^†, then following the instructions

If we sent you a letter asking you to choose an option and you chose to make increased monthly payments, remember to make sure that you're paying your increased monthly payment amount.

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Have I done anything wrong if I receive a letter about Persistent Debt?
No, you haven't done anything wrong. We simply need to warn you that if you continue to pay the minimum, you'd owe the debt over a longer period and be charged more interest during that time. Please also bear in mind that if your account remains in Persistent Debt, we may need to take other actions, such as suspending on your account from further spending, to help protect you from getting into further debt.

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I don't think I'm in Persistent Debt. Why does the letter say I am?
We monitor the activity on everyone's account each month so we know when someone's account meets the FCA's definition of Persistent Debt. If you've received a letter from us about this issue, then your account meets that definition and you need to consider taking action.

If you've already taken some action and started to increase your payments, that's a great start and will help towards moving your account out of Persistent Debt.

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Can't you just increase my minimum payment?
No, we can't change your minimum payment without changing your agreement with us. It's also a choice you need to make, to increase your payments and resolve this situation or not. By leaving the contractual minimum payment unchanged, it gives you the flexibility to pay more when you can. You're not tied in to paying a higher amount all the time.

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What happens if I am unable to increase my payments?
Under the new rules, you have 18 months from receiving the first letter to move your account out of Persistent Debt. If you're still in Persistent Debt after this time, we'll write to you again to tell you what further action we may have to take, including suspending your Argos Card from further spending.

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Can I pay off my Argos Card balance faster?
Yes, of course you can. Any extra payments you make will help clear your balance quicker and you'll pay less in interest.

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Can I keep using my Argos Card?
As long as your account is open, you haven't spent all of your credit limit and your account is not suspended, you can carry on using it. Just remember, if you do spend more, your minimum payment will increase and it will take you longer to repay the balance.

If you have been in Persistent Debt for 18 months and we will send you a letter or email asking you to choose from some options. To be able to carry on using your Argos Card you must call 0345 601 0798 to let us know what option you have chosen. Some of the options may mean that we need to suspend your card to help you to start clearing your balance.

If you don't respond to this communication, your account will be suspended and you won't be able to keep using your Argos Card. This is because rules from the Financial Conduct Authority mean that we need to take steps to help you repay your balance more quickly and pay less interest.

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What happens if I spend more?
If your account isn't suspended and you make further purchases on your Argos Card, you should be aware that your repayments will increase too. The more you've spent, the higher your balance will be, and the more you will need to increase your repayments to clear your balance within a reasonable period.

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Does Persistent Debt affect my credit score?
Your payment history will show on your credit file and can affect your credit score. Other lenders will be able to see it and use this information to decide whether to lend money to you or give you credit. However, there's no direct link between your credit score and your account being in Persistent Debt.

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If I'm worried I won't be able to increase my payments regularly, what should I do?
In order to move out of Persistent Debt, you should pay what you can afford to, as often as you can. We're suggesting you pay at least double your minimum payment each month but if you can't afford that, you should pay you minimum payment and as much more as you can each month. If you have any difficulties making your payments please contact us on 0345 601 0798 as soon as you can so we can help you.

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I'm in arrears or have a repayment arrangement, do I need to pay more?
If you have set up a repayment arrangement to clear the arrears on your account, then you don't need to increase your payments at the moment. Please keep to the arrangement you have made.

Once your arrangement has ended, please call us on 0345 601 0798 so we can then discuss your Persistent Debt repayment options with you.

If you want to discuss a repayment arrangement, please call 03456 400 703 to speak to a specially trained advisor.

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I've received a letter from you that says my account could be suspended. What does this mean?
If your Argos Card account is suspended, it means that you won't be able to use your card to buy anything new. This is so that we can help you to start repaying your balance more quickly and pay less interest. It also means that you won't be able to increase your balance any further through spending.

You can contact us on 0345 601 0798 about your options at any time. If you can confirm that you're able to increase your monthly payments or repay your balance in full, we will be able to remove the suspension on your account.

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I've received a letter from you asking me to choose from some options. What happens next once I've confirmed my choice?
When you get in touch with us, we will make a note of which option you've chosen and monitor your account to make sure that you're paying what you need to.

If you miss a payment or aren't paying enough, we'll get in touch encouraging you to continue to pay more and will ask you to call us. This is so that you can either confirm that you're still able to make increased monthly payments, or so that you can let us know if your circumstances have changed.

Increasing your monthly payment means that you'll be paying less in interest, fees and charges, and you'll be repaying your balance faster. It also prevents Persistent Debt from becoming a long-term problem for you.

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I've been in contact with you and chosen an option, but my circumstances have changed. What should I do?

• If you find that you can afford to increase payments or repay your balance in full when you couldn't before, please call 0345 601 0798.
• If you are experiencing financial difficulties or can no longer afford to make your increased monthly payment, please contact us on 0345 601 0798 so that we can help you.

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Money Worries

Money Worries
If you're worried about keeping up repayments to your Argos Card, or have an unexpected strain on your finances, 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.

Call us on 03456 400 700 to see how we can help.

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I'm worried about being able to afford my repayments
If you've missed a repayment to your Argos Card account, 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.

Call us on 03456 400 703 to see how we can help.

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Are you worried someone else is controlling your finances?
If someone else controls your finances without your consent and won't let you have your own money, this is known as financial abuse. If you think this is happening to you or someone you care about, here's how to get help.

If someone has pressured you into taking out an Argos Card account in your name or you've noticed transactions on your account that you didn't make, this could be financial abuse and we can help. Give us a call on 0345 640 0700 to discuss this in confidence.

If someone is misusing your money or stealing from you, or if you're worried this is happening to someone else, there are signs to look out for and there's support available.

This useful guide from UK Finance offers further help and advice.

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My Buy Now Pay Later Plan ends soon, and I don't know how I'm going to afford to pay off the balance
You don't have to pay the balance off in full when your plan ends. Instead, you could choose to spread the cost further. Any remaining balance will be moved onto a Normal Credit plan and you will then be asked to pay at least the minimum monthly payment until your balance is paid off.

Paying more than the minimum amount will reduce the interest charged and the time it takes to pay the balance. We like to remind customers of this to help them avoid their account entering Persistent Debt, which happens when they've paid more in interest, fees and charges than they have towards their original purchase. Find out more about Persistent Debt here.

Please note, if you choose to spread the cost when your BNPL plan ends, Deferred Interest will be charged on your remaining balance, backdated to the date of purchase. Find out more about Deferred Interest here.

Call us on 03456 400 700 to discuss the options available to you.

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How can I get help with paying my Normal Credit balance?
You don't have to repay your Normal Credit balance all at once to keep your Argos Card account in good shape, you can choose to spread the cost instead. Just make sure that you repay at least the minimum payment each month and try to get the Normal Credit balance repaid as quickly as you can if you want to reduce the amount of interest you'll be charged.

We like to remind customers that paying more than the minimum amount will reduce the interest charged and the time it takes to pay the balance which will help them to avoid their account entering Persistent Debt, which happens when they've paid more in interest, fees and charges than they have towards their original purchase. Find out more about Persistent Debt here.

If you're still concerned about being able to repay your Normal Credit balance, give us a call on 03456 400 700 and we can discuss the options available to you.

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Struggling to pay your 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 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 there are also many similar debt management businesses that will charge you for their services.

Use the Budget Tool to help you handle your costs

If you're worried about the rising cost of living, you're not alone. Our partners PayPlan have developed a new BudgetSmart tool to help you increase your income and reduce your bills. From car and home insurance to healthcare - all of the information on the Budget Tool is free to access.

An important thing to remember when seeking help with the cost of living

Professionals or organisations you speak with while seeking financial advice will:

• Never judge you or make you feel bad about your situation
• Always be happy to talk to you, however big or small your problem might be
• Find ways to manage your debts even if you think have no spare money
• Suggest ways to deal with your debts that you may not know about

* These organisations all have different opening hours which may vary, so check their websites for details.

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Complaints

How do I make a complaint?
We're sorry to hear you're having issues with your Argos Card. If you wish to make a complaint you can do so by making contact through any of the channels listed here:

• By Phone: If you'd prefer to speak to someone you can contact us on 03456 400 700^† – We're available 8.00am-6.00pm Monday to Saturday, Sunday 10.00am-6.00pm. (Please ensure you have your Argos Card, or latest statement to hand).
• Email: You can email us at: customer.relations@argos.co.uk (please ensure that you provide all of your details relevant to your Argos Card account).
• Write to us: You can write to us at Home Retail Group Card Services Ltd, PO Box 211, Park Mill, Huddersfield, HD8 1FA. (Please ensure that you provide all of your details relevant to your Argos Card account).

We hope to resolve issues as soon as we're informed. However, if you feel we haven't achieved this, we have clear and simple procedures in place to make sure we handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don't make similar mistakes again.

Our complaints procedure

We hope to resolve issues as soon as we're informed. However, if you feel we haven't achieved this, we have clear and simple procedures in place to make sure we handle your case fairly, sensitively and in line with requirements set by the Financial Conduct Authority. We will also try to make sure that we fix the root cause of problems so that we don't make similar mistakes again.

We want to resolve your complaint straightaway and we're often able to do this on your first contact with us. When we resolve a complaint, we will always communicate to you confirming the resolution. If we've not been able to do that by the end of the third business day after we've received your complaint, we'll communicate to you to acknowledge this is being investigated further.

We will keep you up to date throughout while we are investigating your complaint, until we provide you with a formal response either via e-mail or letter.

In exceptional circumstances, particularly where your complaint is complex, it may take over eight weeks to resolve matters for you. We will communicate to you to let you know when you may be able to contact the Financial Ombudsman Service (FOS) to review your complaint.

The Financial Ombudsman Service

We are committed to resolving your complaint to your satisfaction and hope that together we can reach an agreement. The Financial Ombudsman Service exists to help resolve complaints and disputes as an impartial adjudicator, within the existing law. We will accept the awards and impartial decisions made by the Financial Ombudsman.

As outlined within our complaints procedure, if you're unhappy with our final response to your complaint, you can ask the Ombudsman for an independent review. The Ombudsman offers a free independent service, but before they look at your complaint, they will ask you to give us the opportunity to put things right for you.

Details on how to contact the Financial Ombudsman Service:

By post:
Financial Ombudsman Service
Exchange Tower
Harbour Exchange Square
London
E14 9SR

Telephone: 0800 0234 567 or 0300 123 9 123

Email: complaint.info@financial-ombudsman.org.uk.

Website: financial-ombudsman.org.uk

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