Activating your Card
Using the Account Centre
Statements
Paying my credit card bill
Setting up a Direct Debit
Transferring a balance
Changing my contact details
Additional cards
Insurance
Credit Limits
Using my card abroad
Security
Lost and Stolen Cards
Payment Queries

Activating your Card

Q. Why do I need to activate a new card and how do I do it?
A. The activation process is a security measure designed to help ensure that only you can use your card once you have received it. This stops fraudsters intercepting your mail and being able to use your card. By providing your personal information in this way, only you should be able to activate the card.

Using the Account Centre

Q. What information will I need to be able to use the Account Centre?
A. When you register with the Account Centre for the first time you will need to have your card with you. We will take you through a simple process to allow you to set up a User ID and a password. When you return to the Account Centre, you will be prompted for both your User ID and password.

Q. I have forgotten my login details for the Account Centre. How can I get online?
A. Please call our Customer Services Advisors on 0800 02 88 990 who will be happy to assist you.

Statements

Q. I would like to change my statement date. Is this possible?
A. Yes, please call our Customer Services Advisors on 0800 02 88 990 who will be happy to assist you.

Paying my credit card bill

Q. What are my options for paying my Credit Card bill?
A. You can pay your bill online via the Account Centre, send us a cheque by post, set up a Direct Debit within the Update details section of the Account Centre, or you can use our telephone banking service by calling 0800 02 88 990.

Q. How long does it take for an online payment to be credited to my Account?
A. Please allow 3 working days for an online payment to be credited to your Account.

Q. Are online payments secure?
A. We use 128-bit SSL encryption for your registration and credit card details to ensure that all of your details remain safe. Remember not to share your login details with anyone and log out of the Account Centre and close your browser when you are finished.

Q. What happens if I make a late payment?
A. If you have signed up for email alerts, you will be notified before the due date that your minimum payment has not yet been received. If you do make a late payment, you will incur a charge of £12 (which is in line with the Terms and Conditions of your card). This will be deducted automatically from your account.

Setting up a Direct Debit

Q. Can I set up a Direct Debit online?
A. Yes – when you register with the Account Centre you can easily set up a Direct Debit. You can set it up to take either the minimum payment, the full payment, or a fixed monthly payment (chosen by you).

Q. I have set up a Direct Debit to pay my account, how will I know that it has been set up and is effective?
A. We will tell you on your statement when your Direct Debit has been set up. You should continue to make payments to your card until your Direct Debit has been set up.

Transferring a Balance

Q. How do I transfer a balance?
A. Transferring a balance is easy. You can do it through the Account Centre in a couple of minutes or call one of our Customer Service Advisors on 0800 91 71 300, and we’ll do the rest.

Changing my contact details

Q. I need to update my new address details, what is the best way of doing this?
A. The easiest way of updating your address details is within the Account Centre.

Q. I have just got married and need to change my name. How should I do this?
A. If you are the principal cardholder then please send an original or an original certified copy of your marriage certificate with a signed covering letter to the address below. If you are an additional cardholder send an original or an original certified copy of your marriage certificate with a signed covering letter from the principal cardholder.

Please note that your documentation will be sent back to you immediately after we have made the required changes to your Account.

Goldfish Card Services
PO Box 3598
Glasgow
G68 9YW

Additional Cards

Q. Can I add an additional card onto my Account?
A. Yes - you can do this within the Account Centre (using the tool bar on the right-hand side, under Transact, select Add an Additional Card), or call one of our Customer Service Advisors on 0800 02 88 990.

Q. How do I cancel an additional card on my account?
A. Please call our Customer Service Advisors on 0800 02 88 990 and they will be happy to make this change for you.

Insurance

Q. How do I set up Payment Protection on my Account?
A. You can set up Payment Protection on your Credit Card through the Account Centre or by calling 0800 38 91 138.

Q. I want to cancel the payment protection on my account, how do I do this?
A. Please call our Customer Service Advisors on 0800 02 88 990.

Q. How do I set up Card Protection on my Account?
A. You can set up Card Protection on your Card by using the Account Centre or by calling 0800 38 91 138.

Credit Limits

Q. I would like to increase my credit limit. Do I need to request this or will you do it automatically?
A. You can request a credit limit increase by phoning Customer Services on 0800 02 88 990.

Q. I have just been given my automatic credit limit increase, which I’d rather not have. What do I need to do?
A. Should you wish to reduce your credit limit or opt out of receiving automated credit limit increases, please contact our New Accounts Department on 0800 08 50 335.

Using my card abroad

Q. I am just about to go on holiday and may use my card instead of ordering travellers cheques. Will you charge me commission?
A. In line with the majority of financial institutions there is a commission charge of 3% on the sterling amount of foreign transactions. If relevant a cash handling fee of 3% (minimum £3.00) will be shown separately.

Security

Q. What is the Card Security Code?
A. The Card Security Code is the final 3 digits printed over the top of the signature strip on the back of your card. You may be asked to quote it when you are making purchases over the phone or on the internet. It provides extra verification that you are the cardholder.

Lost and Stolen Cards

Q. What should I do if my card is lost or stolen?
A. You should phone our Customer Service Advisors immediately on 0800 02 88 990 (from within the UK). If you are abroad you should phone us on +44 1236 725678 and ask the operator to reverse the charges. We will then send you a replacement card which you will need to activate.

Q. How can I protect my cards if they are lost or stolen?
A. We offer a product called Card Protection and it really is a valuable service. If your cards are ever lost or stolen – anywhere in the world – with just one call you can cancel all of your debit, credit and membership cards and order replacements. To set up Card Protection, you can either use the Account Centre or call one of our Customer Service Advisors on 0800 02 88 990.

Payment Queries

Q. There is a transaction on my statement which I do not recognise. What should I do?
A. In the first instance, please call our Customer Services Advisors on 0800 02 88 990 who will be happy to assist you.