Market Place and Customers

The main code of conduct we work to is 'The Lending Code'. This voluntary code sets the standard for good banking practice and is regularly monitored by the Lending Standards Board.

We're regulated by the Financial Services Authority (FSA), the independent regulator for the UK's financial services authority. We also follow the Lending Code that's monitored by the Lending Standards Board. It's a voluntary code that sets the standard for good practice within the industry.

We do 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 a welcome pack to help them manage their account and avoid charges. Our Credit Made Clearer videos also give some helpful tips on how to stay in control of their credit and how to avoid getting a charge in the first place.

We pride ourselves on being a responsible lender. We use information supplied by the UK's two major credit reference agencies, Experian and Equifax, to decide how much affordable credit to offer. We'll always get the customer's permission before approaching these agencies.

Having a credit card is a great way to make purchases and to get access to credit when it's needed. We always make sure we set realistic credit limits, and for those 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're unable to make repayments, we'll work together with them to help them find a manageable solution to their debts.

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