FAQ (2024)

Activating your new card is easy – simply follow the instructions when you log in to the Online Account Manager. Alternatively, you can call us on the number on your activation sticker.

Please send us an email via theContact Us page, or call us on the number on the back of your card and we’ll arrange for a new card to be sent within 3-6 working days.

Call our Customer Services, we’ll issue you with a replacement card straight away. Your existing card will not work after you've spoken to us, a new card and PIN will be delivered within 6 working days.

You will usually receive your first statement within 51 days of your first purchase,and then on or around the same date each month.

Yes, please call our Customer Services.

You can find this under My Account - ‘Your Statement’ section when you click on Your Account. It will also be shown on your monthly statement.

You can set up a Direct Debit online via the Direct Debit page, please follow the instructions. Or call Customer Services.

If you wish to amend or cancel an existing Direct Debit please contact us by email via the Contact Us page, or call us on the number on the back of your card.

Yes, to do so, go to the Card Payment page and follow the instructions. We can only take payments by debit card, credit cards are not accepted as a payment method.

Your payment will be credited to your account within 3 working days.

Please quote your full credit card number when making payments to make sure they go to the correct account.

You will need to complete the Giro slip at the bottom of your printed statement and take this into your bank to make a payment. Please allow 5 working days for the payment to reach your account.

To ensure that your payments reach us in time, we would recommend that you make a payment to us either via your Online Account Manager, by your bank's internet or telephone banking.

No, we are unable to split payments across more than one account. Where you are paying by any other payment method other than Direct Debit please ensure that you make separate payments for each account you hold with us quoting your full card number.

Please check the money has left the account you paid from. Please allow 3-5 working days for the funds to reach us. If the payment is still not showing after 5 working days then please email us via the Contact Us page, or call us using the number on the back of your card and we’ll investigate further for you.

Please call us on the number on the back of your card. We will need to have full details of the payment in order to investigate,missing payments can take 7-10 working days to be allocated to the account.We can only investigate a payment that has actually been debited from your bank account and then not received into your card account.

To transfer money to your bank account, you need to request a Cash Advance. Please call us on the number on the back of your card and we can look into this for you. Please note this is subject to account status, there will be a Cash Handling Fee of up to 5% or £5 (whichever is greater) for doing so. The Cash Handling Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm. A Cash balance may be subject to a higher APR than other transactions on your account and interest will be payable from the date of the transaction.

A Cash Handling Fee is a charge for withdrawing cash from a cash machine, requesting a Cash Transfer or a Cash Advance. Certain transactions such as gambling and mobile top ups will also incur this charge. The Cash Handling Fee may be up to 5% or £5 (whichever is greater). The Cash Handling Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm. A Cash balance may be subject to a higher APR than other transactions on your account.

To request a refund of your credit balance, please call Customer Services. Refunds can take 7-10 working days to be refunded and will need to go back to the source of the payment, proof may be requested.

Purchases usually take up to3 working days to appear on your account.

Pending transactions will only appear on your balance once they are on your statement; however, the amount you’ve spent will be deducted from your available credit limit immediately.

Select my Statement and recent transactions will show at the bottom of the page. It can take up to3 working days from the date of purchase for transactions to show online.

A refund usually reaches us within 7-10 working days. In some cases this may take longer depending on the individual refund policy of the company purchased from.

No, you would need to contact the company where the purchase was made to do so. If they are unable to cancel a transaction then a Dispute can be logged with us to investigate (providing the transaction has displayed on your statement). To log a Dispute please download and complete theattached form and send it through to us.

You may not recognise the transaction as companies sometimes have different trading names. If however you do not believe that a transaction was made by you or an additional cardholder, please contact us by email via the Contact Us page or complete the query form on the back of your paper statement.

In order for us to investigate the purchase transaction, please download and complete theattached formand send it through to us.

A fee of up to 5% (minimum fee £5) will be charged on the amount of each Balance Transfer, unless we tell you otherwise. The Balance Transfer Fee may differ depending which of our cards you have, the specific details will be listed in your Terms and Conditions, or you can call us to confirm.

We aim to transfer your balance within5 to10 working days.

No, we are not able to stop a balance transfer once you've let us know you want to complete it.

You can transfer a balance from another credit or storecard in your name at any time, providing you have enough available credit. Until the transferred balance appears on your monthly statement you should continue to make payments to your other lender. Balance transfers from existing Mastercard and storecard accounts issued by Creation Financial Services, and Mastercard accounts originally issued by Sygma Bank UK, are not permitted.

Your monthly statement will tell you the minimum amount you need to pay and the date that payment is due. The minimum payment is 1% of your outstanding balance, plus any interest added to the account, plus any fees or charges. You can then choose to pay either this amount – or more if you prefer. We will allocate your payments to pay balances relating to higher interest rates first. Where fees and charges are payable your payment will be allocated to the interest rate applicable to these fees and charges, again relating to the higher interest rate first. Please remember that our promotional offers all have end dates, so to benefit from a specific rate make sure you apply before the offer end date. We reserve the right to refuse a Balance Transfer.

Please check that you have a cash limit on Your Statement page. If you do and you don’t have a PIN, please call us on the number on the back of your card and we can request one for you. Your PIN can take up to6 working days to be delivered.

Yes. If you have a cash limit displayed on Your Statement page, then you are able to withdraw cash from any cash machine displaying either the LINK or Mastercard logos (up to £250 for Storecards and £300 for Mastercards per day or £500 per week, up to your available cash credit limit). There will be a Cash Handling Fee of 5% or £5 (whichever is greater) for doing so. The cash machine may also charge you a fee for cash withdrawal. A Cash balance may be subject to a higher APR than other transactions on your account and interest will be payable from the date of the transaction.

For security reasons we do not store card PINs on file. We can send you a card PIN reminder by post which will arrive within6 working days. Please send us an email via your Online Account Manager, or call us on the number on the back of your card to request this.

You can withdraw up to £250 for Storecards and £300 for Mastercards per day or £500 a week (up to your available cash credit limit).

Please call us on the number on the back of your card to remove an additional cardholder from your account.

No, for security reasons, both cardholders will have their own unique PIN.

Yes, your Mastercard can be used in over33 million locations worldwide, wherever the Mastercard symbol is displayed.

To ensure your payments reach us in time, we recommend that you make a payment to us either via our online servicing site, by your bank's internet or telephone banking.

Yes, it is always good to do so. We can then prevent your card from being unnecessarily declined when spending abroad.

Yes you can withdraw cash from wherever the Mastercard symbol is displayed, there will be a 2.99% foreign conversion charge and a £5 or 5% Cash Handling Fee (whichever is greater).

A request to increase your credit limit can be made 6 months after the date you opened your account. Click on Change credit limit in the menu and follow the instructions.In most cases this will result in a credit check being carried out.

If your request has been successful, we will let you know via email and your new credit limit will show on your online account immediately. You’ll also receive confirmation of your credit limit increase on your statement.

Yes. An increase to your credit limit can be requested every 6 months – Each request will be subject to a credit check.

You can request a reduction to your credit limit by following the instructions on the Change credit limit page. Once your credit limit has been reduced, you'll not be able to increase it for 6 months and not necessarily to its original limit.

To change your address, go to My Profile at the top right within your Online Account Manager. Alternatively you can call us on the number on the back of your card or write to us at Creation Customer Services, Chadwick House, Blenheim Court, Solihull, West Midlands, B91 2AA.

To change your email address, go to My Profile and follow the instructions. Alternatively you can call our Customer Services.

To change your telephone numbers, go to My Profile and follow the instructions. Alternatively you can call our Customer Services.

No, each card account you have with us, which is also registered for the Online Account Manager, will have a unique username.

You need to go to My Profile then change Password and follow the instructions

You need to go to My Profile then Change Passcode and follow the instructions.

For security reasons, access to the Online Account Manageris restricted to the main cardholder on the account.

We don’t currently offer the ability to view your PIN online. If you need a PIN reminder you can order one by contacting Customer Services.

This may be because you had insufficient funds available in your bank account to make the payment or Direct Debit. Please refer to your bank for further information.

A late payment fee is applied if we don’t receive a payment, if we receive payment after the due date or if it was for an amount lower than the minimum amount required. There will be a £12 fee if your payment is missed, late or lower than the minimum amount required.

This means that the payment you have made to your account was lower than the minimum payment amount required or you have missed the payment due date.

You need to ensure that you have made the minimum payment shown on your statement and have allowed sufficient time for your payment to reach us. To make sure you don’t miss a payment, you can set up a Direct Debit through your Online Account Manager. Cheque payments can take up to 14 working days and debit card payments can take 3-5 working days. Bank holidays are not counted as a working day.

Over limit fees are charged if your balance goes over your agreed credit limit. There will be a £12 fee if your account goes over your credit limit.

To close or cancel your account with us, please call our Customer Services.We are unable to re-open a closed account.

You may request confirmation in writing that your account has been closed.If you have a balance on your card when you close the account, you will continue to receive your monthly statements, once your balance reaches zero these will stop.