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Social responsibility in the marketplace

Being responsible in the market and to our customers

We know that our customers want great service and products that are right for them. Responsible lending is at the heart of this. We like our customers to feel confident when using their cards; the last thing we want is for them to get into financial difficulty. We believe in helping consumers succeed with credit and that everyone deserves access to straightforward and transparent credit.

Our Credit Made Clearer videos also help people better understand their credit cards and use them with confidence. But if our customers do start to struggle with their finances, we want them to know that we'll do all we can to help them get back on their feet.

Who regulates us

We're regulated by the Financial Conduct Authority (FCA), an independent organisation responsible for regulating the conduct of various financial institutions in the UK.

We also follow the Standards of Lending Practice which are independently monitored and enforced by the Lending Standards Board. It's a voluntary framework that sets good practice in relation to loans, credit cards and current account overdrafts.

When do we apply charges?

We may apply charges if customers go over their credit limit, make a late payment, have a payment returned or have a credit card cheque returned unpaid. We make sure these are always clear and fair, and we send all our customers information when they open their account to help them manage their account and avoid charges.

Our Credit Made Clearer videos also give customers helpful tips on how to stay in control of their credit and how to avoid getting a charge in the first place.

How do we use credit referencing?

We pride ourselves on being a responsible lender. We use information supplied by the UK's three major credit reference agencies, Equifax, TransUnion and Experian to decide how much affordable credit to offer

What if I need help to manage my finances?

Having a credit card is a great way to make purchases and get access to credit when it's needed. We always make sure we set realistic credit limits and, for customers who need to rebuild their credit history, we'll start them off with a low credit limit. If a customer's circumstances change and they can't make their repayments, we'll work together to help them find a solution to their debts.

To find out more about managing credit visit Credit Made Clearer, which will dispel the myths, clear up the jargon and help customers make the most of their credit card.

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