Credit card FAQ’s

Faqs

• What are aqua credit cards?

  There are over 200,000 aqua credit card customers. aqua was launched in 2002 with the aim of helping people who may have been refused credit or overlooked by other credit card companies in the past. aqua credit cards are designed to be straightforward and could give you the credit you need and can afford.

• Who is SAV Credit?

  SAV Credit Ltd is the company that markets and underwrites aqua credit cards.

• Does aqua subscribe to any codes?

  aqua credit cards are issued by Progressive Credit Limited. Progressive Credit Limited is owned by SAV Credit Limited, is a member of the Finance and Leasing Association (FLA) and subscribes to the FLA's Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk

• aqua Classic credit card

  The aqua Classic credit card gives you a very competitive rate of just 32.9% APR variable (Representative), combined with the convenience of a low interest credit card.

  It all means you could enjoy a sensible credit limit, manageable interest rates and ultimately, improve your overall credit rating.

  As well as our lowest ever rate, the aqua Classic credit card gives you:

  • No annual fee
  • A MasterCard that’s accepted at more than 28 million places worldwide
  • An initial credit limit between £250-£1,600
  • SMS reminders so you need never miss a payment
  • Our UK-based, 24-hour customer helpline
  • Manageable monthly payments and flexible payment dates
  • Online account management

• What's different about the aqua Reward card?

  With a 34.9% APR representative (variable), the aqua Reward credit card offers one of the most generous cashback credit card reward rates available in the UK. We believe that sensible spending and account management deserve to be rewarded, so we’ll give you 3% cashback on all your purchases

  Here’s how aqua Reward works. Providing you’ve been managing your account well (paying at least the minimum amount due on time and keeping within your credit limit) you’ll receive 3% cashback on all your purchases. For example, if you spend £300 a month, you’ll get £100 cash back at the end of year. Perfect for treating yourself or a loved one.

  You also enjoy:

  • No fees on spend abroad
  • An initial credit limit between £250-£1,600
  • SMS reminders so you need never miss a payment
  • UK-based, 24-hour customer helpline
  • Manageable monthly payments and flexible payments

• What’s so good about the aqua Advance credit card?

  The aqua Advance credit card allows you to reduce your interest rates by 15% over three years, and can help you to improve your credit history.

  Here’s how aqua Advance works. You start with 34.9% APR representative (variable), but you’ll soon get the chance to reduce your rate of interest by 5% each year for three years. Just make sure you pay at least the minimum amount due on time and keep within your credit limit, and at the end of three years you could enjoy an APR of just 19.9%. But that’s not all. It will also have a very positive effect on your credit rating.

  You also enjoy:

  • No fees on spend abroad
  • An initial credit limit between £250-£1,600
  • SMS reminders so you need never miss a payment
  • UK-based, 24-hour customer helpline
  • Manageable monthly payments and flexible payments

• I have been living in the UK only a short while. Can I apply?

  Yes, you can apply. At aqua we treat every application individually and take a closer look at your situation to see if we can help, even if you have only recently moved to the UK. We can’t promise to say yes, but we can guarantee that we’ll try.
  
  34.9% APR representative (variable)

  Read more about getting a credit card in the UK

• I don't have a job currently. Can I apply for an aqua credit card?

  Yes, you can apply. At aqua we treat every application individually and take a closer look at your situation to see if we can help, even if you are on a low income, work part-time or are a homemaker.
  
  34.9% APR representative (variable)

  Read more about applying for our credit cards if you’re unemployed

• I have recently been declined for another credit card. Can I apply?

  Yes, you can apply. As a specialist lender, whatever your financial situation, at aqua we take a closer look to see if we can give you the credit you need and can afford – even if you’ve been refused credit in the past. We can’t promise to say yes, but we can guarantee that we’ll try.
  
  34.9% APR representative (variable)

  Read more about applying for our credit cards if you have a bad credit rating

• I have a County Court Judgment (CCJ). Can I apply for an aqua credit card?

  At aqua we treat you as an individual and give you every opportunity to have a credit card even if you’ve experienced problems with credit before. We can’t guarantee that your application will be successful but we will take the time to have a closer look at your situation to see if we can help. However if you received a CCJ in the last 12 months, you’re unlikely to be accepted at this time so it might be better to wait a while before applying.
  
  34.9% APR representative (variable)

  Read more about applying for our credit cards with a CCJ

• I’ve never had a credit card before. Can I apply for an aqua credit card?

  aqua can be a great way to start building a good credit history. We can guarantee that we’ll try very hard to give you the credit you want. Over 200,000 people have already been helped by aqua.
  
  34.9% APR representative (variable)

  New to credit? Read more about applying for aqua credit cards with no credit history

• I’ve recently moved house, can I still apply for an aqua credit card?

  Yes, you can apply. At aqua we treat every application individually and take a closer look at your situation to see if we can help, even if you aren’t currently on the electoral roll.

• I’ve had problems in the past with credit and am trying to rebuild my credit rating. Can I still apply?

  aqua can be a great way to start rebuilding your credit. As a specialist lender, whatever your financial situation, we will take a closer look to see if we can give you the credit you need and can afford - even if you’ve had problems with credit in the past. We can’t promise to say yes, but we can guarantee that we’ll try.
  
  34.9% APR representative (variable)

• I currently live outside of the UK. Can I apply for an aqua card?

  To apply for an aqua credit card you must be a resident in the UK.

• I have a full time job but am not yet 18 years old. Can I apply?

  As with all credit cards, you must be aged 18 or over to apply.

• I’m interested in applying for an aqua credit card, but I’m worried about large monthly payments. Is this likely to happen?

  We are a responsible lender and will only ever offer you a sensible credit limit, with monthly repayments that we believe you can comfortably afford.

• I’m interested in applying for an aqua credit card, but I get paid weekly. Can I make more than one payment each month?

  You can make as many payments as you like each month and there are a number of ways to pay. Remember to make sure you cover at least your minimum payment each month as shown on your statement, which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

  Your interest rate for purchases is 32.94% p.a. (variable), with a representative 32.9% APR (variable) if you borrowed £1,200 and repaid it over 12 months.

• I am interested in applying for an aqua credit card. How much will I have to repay each month?

  We are a responsible lender and will only ever offer you a sensible credit limit, with monthly repayments that we believe you can comfortably afford. A minimum repayment is required each month and this is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

• Why is the APR offered by aqua credit cards higher than those for some other credit cards?

  We are experts in offering credit to customers who may have been declined for a credit card elsewhere, so you should have a better chance of being accepted. We accept many people who may have a bad credit history, no credit profile, or no credit in the past. We have been able to help customers in a variety of financial circumstances, not only those people with a poor credit rating.
  
  34.9% APR representative (variable)

• How can I apply for an aqua credit card?

  Applying for an aqua card is quick and easy. Why not apply for an aqua credit card online now? Just remember that you must be aged 18 or over and resident in the UK for us to consider your application.

• I recently received an application pack in the post. Can I apply by telephone or online?

  Apply online for an aqua credit card and you could receive a decision within one minute. Once you’re approved, we’ll send you a Credit Card Agreement by post which you will need to sign and return to us before your card can be issued.

• I don't have a poor credit history, so why have you sent me an aqua application pack in the post?

  There are many reasons why people apply for an aqua credit card, not just because they have a poor credit history. For example, if you’re new to the UK, or have recently moved house, you might find it more difficult to obtain credit, and therefore might like to consider applying for an aqua credit card. If you apply for an aqua credit card online you could receive a decision within one minute.

  34.9% APR representative (variable)

• I recently applied for an aqua credit card by post, but I haven’t yet heard back from you. When will I know whether I’ve been accepted?

  Please allow up to 14 days for us to receive and process your application. If it has been longer than this, please call our customer services team on 0845 601 0436.

• I recently applied for an aqua credit card and was accepted, but I haven’t yet received my card. How long does it normally take to arrive?

  Once we’ve approved your application we will send out your credit card, please allow 14 days for this. If you’ve applied online, please make sure you have received and returned your signed Credit Card Agreement as we will not be able to send out your card until we have this.

• I recently applied for an aqua credit card and was accepted. Can you tell me what my credit limit will be?

  We offer a sensible initial credit limit of between £250 and £1,600 depending on your individual circumstances.

• I’ve received a Credit Card Agreement from you. What do I do with this?

  It’s important to read your Credit Card Agreement in conjunction with the other explanatory documentation we provide and make sure you’re happy and understand the contents of the agreement. If you are having problems understanding any aspect, or if you have additional questions in relation to any of the documents we have sent to you, please contact our customer services team on 0845 601 0436. Once you fully understand and are happy, just sign and date the Credit Card Agreement and return it to us in the envelope provided.

• What information do you use to process my application and where do you get this?

  We combine the information you give us, along with any information we may already hold about you and any information from your credit search to process your application.

  To find out more about how we use your data, we suggest you take a look at our Privacy Policy.

• How can I get a copy of my credit record?

  The easiest way to access your credit report is online at the Experian or Callcredit websites.

  If you prefer, you can request a copy of your credit record by writing to:
  Experian
  PO Box 8000
  Nottingham
  NG1 5EX

  Or:
  Equifax File Advice Centre
  PO Box 3001
  Glasgow
  G81 2DT

• I have been declined for an aqua credit card. Why has this happened and what can I do now?

  There may be a number of reasons why you have been declined. So the first step for you would be to write to us to get a copy of our decline reason. You might also find it helpful to get a copy of your credit report.

  Click here to see your Experian Credit Report online for free.

• I recently received an application pack with a lower APR than the one advertised on your website. How do I apply for the lower rate?

  Please refer to your aqua mailing, which will have a unique website address that you should apply through.

• Using your aqua credit card

  I need to activate my new card. How do I do this?

  You can activate your aqua credit card within just a few minutes by calling the card activation service on 0800 028 7777. A member of our customer services team will go through a short checking procedure before activating your card for you.

  Please also remember to sign your new card with your usual signature immediately.

• I have received my card but don't have a PIN. What should I do?

  Your PIN will be sent out separately so you should receive this within the next few days. If you don’t receive this, please call Customer Services on 0845 601 0436.

• I have received my PIN but would like to change it. How can I do this?

  You can do this by simply using the PIN change facility on any ATM machine offering PIN services option. Just insert your aqua credit card and follow the instructions on screen. Any PIN change is live with immediate effect for both cash withdrawals and purchases.

• I have forgotten my PIN. What should I do?

  To ask for a new PIN, please call customer services on 0845 601 0436. We’ll send it to you by post.

• I want to buy something on the Internet, but I’ve been asked for my security code. What is this?

  The Card Security Code is the last three digits that appear on the back of your card, on the top right hand corner of the signature panel. You’ll generally only need it when you’re paying for something over the telephone or on the Internet and if you aren’t 100% sure of the credentials of the person or website asking for it, it’s always best to check.

• Can I use my card abroad and will I be charged for this?

  Your aqua credit card is accepted in 24 million places and 600,000 cash points around the world. Please remember that when you pay for anything in a foreign currency, depending on the type of aqua card you have, you may incur a charge and this will be added to your purchase and will not appear separately on your statement. Please see your credit card terms and conditions for further information.

• What happens if I lose my card while I am abroad?

  As soon as you realise that your card is missing, please call us immediately on +44 29 20 918079. At aqua we like to help our customers whenever and wherever we can, you can even ask the operator to reverse the charges to this number.

• Can I use my card to withdraw money from a cash machine and is there any charge?

  Yes. You can use your aqua credit card anywhere where you see the MasterCard symbol. Interest and fees are charged from the day the cash withdrawal appears on your account. There’s also a cash fee of 3% (minimum £3) for using your card to withdraw cash.

• Is there a limit to the amount of cash I can withdraw?

  You can take out £100 of cash in a day. As a responsible lender, we’ve set this daily cash limit due to usage levels and risk factors.

• Can I have more than one cardholder on my aqua credit card account?

  Yes, as long as they’re aged over 18. All you need to do is ask. It’s completely free of charge and is simple to arrange, call our customer services on 0845 601 0436 for more information.

• I need to order a new card. How do I do this?

  It’s easy. Just call our customer services on 0845 601 0436 and ask for a new one.

• My aqua credit card runs out soon. What should I do?

  We’ll automatically generate a new card 4-6 weeks before your card expires, but only if your account has been kept in good order.

• I’ve lost my aqua credit card. How do I report this?

  As soon as you realise that your card is missing, please call us immediately on 0845 601 0436. The lines are open 24 hours a day, 7 days a week.

• What rate of interest am I paying for my aqua credit card?

  You can find this on your statements. Just take a look at your SUMMARY OF CHARGES which appears on the first page of any aqua statement.

• Can I ask for my credit limit to be increased or decreased?

  Yes, you can ask for your credit limit to be increased or decreased. As a responsible lender, we monitor accounts on an ongoing basis to see how you’re getting on.

  If you want to increase your limit, please remember that it is important that you make your monthly payment on time and keep within your credit limit as this may affect our decision. We need to see that an account is well managed and payments are made on time over a number of months before we can give a line increase.

  You can reduce your credit limit at any time, simply call our customer services number on 0845 601 0436.

• Is there anything I can do to help ensure my credit limit can be increased?

  aqua offers credit with affordable monthly repayments. By making your monthly payments on time and keeping within your credit limit this will show that your account is being well managed.

• What happens if I go over my credit limit?

  You can set up our free text/SMS alert service to receive a message if you’re getting close to your credit limit. If you go over your credit limit at any time during the month you will be charged a fee of £12. This will appear on your next statement.

• Making a balance transfer

  Can I transfer the balance from another credit or store card onto my aqua credit card?

  Yes, you can transfer balances from most credit cards, store cards and some charge cards. Each transfer must be a minimum of £20. Each time you make a balance transfer you’ll be charged a minimum of £3 or 3% of the balance transfer value, whichever is greater. You can transfer balances from as many other cards as you want up to your available credit limit.

• How do I make a balance transfer?

  It’s easy. Just call 0845 601 0436 and our customer services team will do it for you. Please make sure you have the card number of the credit, store or charge card you wish to transfer the balance from ready when you call.

• Making payments

  How often do I have to make a payment?

  Each month you'll receive a statement from us showing where and when you used your aqua credit card, together with the amounts you spent. You have to make at least the minimum repayment of your outstanding balance every month, which is an amount, equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount. As an aqua customer, you can also enjoy the benefits of choosing a monthly payment date to suit your personal circumstances.

• What should I do if I don't receive a statement each month?

  Please call 0845 601 0436 and our customer services team will be able to help you.

• Can I change the day that my payment is due?

  Yes. You have flexible payment dates, so you can change the date as many times as you like.

• I have lost a statement. Please can you send me a copy?

  Please call our customer services team on 0845 601 0436 and they will be able to help you. There is an admin charge of £5 for duplicate statements.

• How can I check my balance transfer has been successful?

  Once we’ve approved your request to transfer a balance, it usually takes just one working day to reach the lender holding your other account. You should continue to make payments to your other credit card issuer(s) until your balance transfer is processed, they receive payment from us, and your transferred balance appears on your statement.

• Understanding your statements

  How often will I receive a statement for my aqua card?

  You will receive your aqua credit card statement monthly.

• Where on my statement does it tell me how much I need to pay, what my credit limit is and how much credit I have available?

  To check your repayments, credit limit and how much credit you have available, please look at the SUMMARY OF YOUR ACCOUNT. You’ll find it on the first page of your statement. This provides a quick overview of your account and shows all of these things.

  If you have any questions about these, please feel free to call our customer services team on 0845 601 0436.

• How long does it take after I have made a payment before I can start using my aqua credit card again?

  If you have available credit you can continue using your card. If not, please allow up to 7 working days for your payments to clear before you try to use your aqua credit card again.

• Can I change the day that my statement is sent?

  As an aqua customer, you can enjoy the benefit of choosing a monthly payment date to suit you. What’s more, you can change this as many times as you like.

• Can I make more than one payment each month?

  Yes. Just make sure that you make at least the minimum payment each month, which is an amount, equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount. Your payments must have cleared by the due date that appears on the statement.

• I would like to close my aqua credit card. How do I do this?

  Please call customer services on 0845 601 0436.

• Can I still make a payment even if I don't receive a statement?

  You should receive a statement each month. If you don’t please call our customer services team on 0845 601 0436.

  However, you can still make payments at any point during the month even if you haven’t received your statement. You can also make more than one payment a month. Just remember to ensure you cover at least the minimum repayment each month, which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

• Do I have to pay everything I owe on my aqua card each month?

  As an aqua customer, we always aim to ensure you can meet your monthly repayments comfortably. Each month you'll receive a statement from us showing where and when you used your aqua credit card, together with the amounts you spent. You can choose to pay the full amount or any other amount you wish as long as you make at least the minimum repayment which is an amount equal to the total of any interest, default charges plus 1% of the balance shown on your statement (minimum £5). If your balance is less than £5 then you must repay the full amount.

• Can I pay by Direct Debit?

  Yes. You have the choice of being able to set up a Direct Debit to cover at least the minimum payment, the full amount due, a percentage of the balance or a set amount each month. For more details or to arrange a Direct Debit, please call 0845 601 0436.

• How do I find out when my payment is due each month?

  You can find this on your monthly statements. Just take a look at the SUMMARY OF ACCOUNT on the first page of your statement. But don’t forget that as an aqua customer, you can enjoy the benefits of choosing a monthly payment date to suit you.

• What is the postal address for aqua card payments?

  aqua Card Services
  PO Box 29016
  Dunfermline
  Scotland
  KY99 4YA
  Please remember to allow 7 working days for your payment to reach us.

• How can I make payment?

  You can pay online, by cash, cheque, phone or post – whichever works best for you. Or, if you prefer, you can pay by Direct Debit to cover at least the minimum payment, a set amount, a set percentage of your balance or the full amount due. To set up a Direct Debit call our customer services team on 0845 601 0436 now. We also accept payment using the Faster Payment Service (FPS).

  Please remember that if you cannot make your payments for any reason, please let us know as soon as possible. Call us on 0845 601 0436 and we will do what we can to help.

• Can I access my card details online?

  Yes, just click on the 'register for online servicing' tab on the home page and register from there.

• How are payments assigned against the amount I owe aqua?

  There are different rates for the different ways you use your aqua credit card, for example cash withdrawals and purchases. Firstly, we pay off amounts on which we charge interest at the highest rate. Then those with interest at the next highest rate, and so on down to the lowest rate of interest.

• I can’t afford to make a payment this month. What should I do?

  If you cannot make a payment for any reason, please call us on 0845 601 0436 as early as possible and we will do what we can to help.

• What happens if I don’t make a payment or my payment is late?

  If you don’t make at least the minimum payment by the payment due date, as shown on your statement, you will be charged a late fee of £12.

  Please remember if you can’t make a payment for any reason, please call us on 0845 601 0436 as early as possible and we will do what we can to help.

• Contacting aqua

  How can I contact aqua?

  By phone:
  You can contact aqua by calling 0845 601 0436.
  If you are calling from abroad, please call +44 29 20 818079

  By post:
  If you would prefer to contact us by post, please write to:

  aqua Card Services
  Customer Care Department
  Pitreavie Business Park
  Dunfirmline
  Scotland
  KY99 4BS

• How do I tell you if I move house?

  You can either call our customer services on 0845 601 0436, or write to:

  aqua Card Services
  Customer Care Department
  Pitreavie Business Park
  Dunfermline
  Scotland
  KY99 4BS

  Please tell us your new address before you move house.

• What should I do if my card is lost or stolen?

  As soon as you realise that your card is missing, please call us immediately on 0845 601 0436. The lines are open 24 hours a day, 7 days a week. If you are calling from abroad or in case of an emergency, just ask the operator to reverse the charges to +44 29 20 818079.

• I have received an email from aqua asking for personal details. Is this secure?

  We will never ask you to supply personal details in emails. If you do receive a request like this or are worried about the content of emails you receive from us, please let us know straight away on 0845 601 0436.

• I need to make a claim on my payment protection insurance. How do I do this?

  You should have all the claim information in the packs sent to you, alternatively you can call customer services on 0845 600 6007.

• I would like to be removed from aqua's mailing list. How do I do this?

  If you no longer wish to receive communications from aqua, please call 0845 601 0436 and we will request your details are removed. It can sometimes take up to two months for this request to be updated on our systems and therefore it is possible you may still receive mailings until this time. If you would like your name to be removed from postal mailings generally, we suggest you visit the Mailing Preference Service website at mpsonline.org.uk

• I would like to make a complaint. How do I do this?

  Should you wish to make a complaint, you can do so in writing to the following address:

  aqua Card Services Customer Relations
  Trinity Road
  Halifax
  West Yorkshire
  HX1 2RG

• Fraud and identity theft protection

  Is it okay for me to use my aqua card to buy things on the Internet?

  Yes, it’s safe. However, we recommend that you remember these three things to ensure you’re shopping securely:

  • Only shop using secure websites (look for the padlock or unbroken key symbol)
  • When making a payment online check that the retailer’s internet address has changed from ‘http’ to ‘https’ to ensure the connection is secure
  • Ensure that your computer software is up-to-date, and install and maintain antivirus software

• What guarantees can aqua give me that my credit card details are secure?

  You can be safe in the knowledge that we use the latest technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you’re unsure whether a transaction that appears on your statement is authentic, please call us on 0845 601 0436 and we’ll investigate further on your behalf.

  You can also do your bit to keep your identity safe from theft:

  • Always tell us if you’re moving house
  • Keep your statements and receipts safe or dispose of them securely
  • Never give your PIN to anyone else, not even one of our customer services advisors

• I’m worried that my card has been used by someone else. What should I do?

  We have dedicated teams to monitor account activity and intercept any suspicious transactions. If you’re unsure whether a transaction that appears on your statement is authentic, please call 0845 601 0436.
  You might also like to obtain a copy of your credit report. If so, we suggest you visit Experian’s website to see your credit report online for free.

• I’m worried that someone else may be using my personal details to apply for credit. What should I do?

  If you’re suspicious that your personal details may have been used fraudulently, please phone our call centre on 0845 6010436

• aqua Secure free service

  What is aqua Secure?

  aqua Secure is a free service offered by aqua in partnership with MasterCard® International to protect all aqua credit cards.

  This service offers more secure Internet shopping when you use your aqua credit card at participating retailers. It will monitor each online transaction and your card details will either be automatically verified or, in some cases, you’ll be asked to provide information for further verification.

  You will sometimes see the aqua Secure service being called MasterCard® SecureCode either online or in other communications, however these names all apply to the same service which protects your cards online.

• How does aqua Secure work?

  When you make a purchase online, aqua Secure issues a receipt to the retailer at the end of the checkout process. The receipt includes details of your current purchase, such as the retailer's site name, purchase amount, and the date of the purchase. You will get a page with a “Processing….” message after you have entered your payment details. However, in some cases, you may be required to give further information to verify your card details.

• How does aqua Secure protect me?

  aqua Secure helps to ensure your transaction is more secure. We use a security system that runs behind the scenes while you shop online, helping to prevent unauthorized use of your aqua credit card.

• Will I need to apply for a new card to use aqua Secure?

  There’s no need to apply for aqua Secure. It’s a free service designed to protect all our customers when shopping online with their aqua credit card.

• How many online retailers currently participate in the aqua Secure service?

  The numbers are always growing. There are already many online retailers who participate in the aqua Secure service. We look forward to adding even more.

• How much does aqua Secure cost?

  aqua Secure is a free service available to all aqua customers.

• Can I use aqua Secure from any computer? What browser do I need to use?

  Yes. One of the great advantages of aqua Secure is that you can use it from any computer connected to the Internet and has a compatible browser.

  Just make sure you have one of these browsers:

  • Windows Microsoft® Internet Explorer 5.5 and above
  • Windows Netscape Navigator® 7.1 and above
  • Windows AOL® 9
  • Windows Firefox® 1.0, 2.0 and 3.0
  • Opera® 9.5
  • Macintosh Safari®.

• Where can I view the conditions applying to the use of the aqua Secure service?

  To view the aqua Secure conditions, please go to the terms of use page.

• I have more questions. Where can I get more help and information on aqua Secure?

  For more help and information, call the aqua helpdesk who will be pleased to assist you. The number is on the back of your card.

• What if I have software that blocks pop-up boxes?

  Some software may not allow pop-ups. If you have this software installed you must disable it or change the settings to allow pop-ups for aqua Secure to operate correctly.

• What should I do if I am purchasing online but the aqua Secure summary box does not appear?

  It may be that the retailer does not use aqua Secure yet, but you will still be able to purchase at these retailer's site. Simply follow the retailer's normal checkout process.

• What accessibility features are provided on this site?

  For more information on accessibility please follow the link http://www.aquacard.co.uk/accessibility

• What is aqua Credit Checker?

  aqua Credit Checker is a new service for aqua customers that offers you free, unlimited access to your credit report, powered by Noddle. As a new aqua customer, you’ll also have access to two premium services; Noddle Alerts & Noddle Improve – which normally cost £20 each per year (the whole package, including credit report and premium services, is worth up to £80 per year.)

• What is the relationship between aqua and Noddle?

  aqua believes strongly that giving you access to your credit report and credit score, together with practical tips on how to improve it, will help you in taking control of your credit rating and building a better financial future. Therefore, we have partnered with Noddle to offer you, aqua Credit Checker, for free.

• What is Noddle Improve?

  It is a premium service that gives your credit score, as well as personalised tips on how to improve it. (Normal cost £20 per year).

• What is Noddle Alerts?

  It is a premium service that provides weekly emails highlighting any significant changes to your credit report, helping to prevent identity theft. (Normal cost £20 per year).

• What is my credit score?

  Your credit score is a number that reflects the likelihood of you making repayments.
  
  Credit scores help lenders assess each application fairly using their criteria. People with a high score are usually seen as lower risk, and are therefore more likely to be able to get credit (possibly at better rates). However, your score is only one element that a lender will take into consideration when reviewing your application so a high score doesn't guarantee that your application will be accepted.

• Do all lenders use the same score?

  No. There's no single credit score - different lenders take different factors into consideration when building their score and scores may even differ between a lender's products.

• Are aqua allowed to pass my details to Noddle?

  Noddle power aqua Credit Checker, which is a service offered to you by aqua. By agreeing to our Privacy policy as part of the application process, you have given necessary consent to allow us to offer this benefit to you through Noddle.

• When will I be able to access aqua Credit Checker?

  We will send you an invitation email no more than 4 weeks after account opening or after you requested aqua Credit Checker from our website. The invitation email will provide a link to sign up for aqua Credit Checker and to see the Terms & Conditions that apply.

• How often will my credit score be updated?

  You can access your Noddle credit score via aqua Credit Checker. Your Noddle credit score is updated monthly just like your Noddle credit report. If you've not logged in for more than 30 days Noddle will send you an email to let you know your new report is ready, and when you log in you'll be able to see your new report and credit score.
  
  Remember it can take up to 12 months for any changes in your circumstances to impact your credit score.

• How long will my aqua Credit Checker account remain open?

  Customers
  Your aqua Credit Checker account will remain available for as long as your aqua card is open and being actively used. Please see the Terms & Conditions for further information.
  
  Declined Applicants
  Your aqua Credit Checker account will remain open for as long as you want it. If you become an aqua customer in future, then you will become eligible to receive the two premium services for free.

• Will I lose Noddle Improve and Noddle Alerts if I close my aqua card?

  On closing your aqua card, your aqua Credit Checker account will convert to a Noddle account – with the same log-in details. If you held the two premium services for free, Noddle Improve and Noddle Alerts, then these will continue to run for free until their yearly anniversary – at which point you would need to pay for them should you wish to keep them running on your Noddle account.

• Who should I contact if I have any queries regarding my aqua Credit Checker account?

  All queries should be directed to Noddle via contact@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account. Alternatively, you can talk to Noddle through their Facebook or Twitter accounts.

• Can my additional aqua cardholders benefit from aqua Credit Checker?

  No, access to aqua Credit Checker is available only to the main aqua cardholder.

• I am a new customer but I haven’t received any email/I deleted my invitation email to aqua Credit Checker in error

  That’s not a problem; you can request an email including a registration link to aqua Credit Checker by completing the enquiry form here . Complete and hit the ’submit’ button and we’ll be in touch in no more than 4 weeks.

• I am an existing aqua customer, am I eligible for aqua Credit Checker?

  Yes. You can request aqua Credit Checker for free by completing the enquiry form here . Complete and hit the ’submit’ button and we’ll be in touch in no more than 4 weeks. You will not be eligible for the premium services for free, but are welcome to add these to your account yourself.

• I already have a Noddle account, can I still get free access with aqua Credit Checker?

  Yes, you will however be required to sign new T&Cs. If you already have either or both premium services, there will be no refund for the cost of these. However, at anniversary these will become free (if eligible). If your Noddle account has no premium services presently, these will be added to your account for free on signing the new T&Cs.

• I lost my aqua card, will this affect my aqua Credit Checker account?

  No, your aqua Credit Checker account will have its own username and password (set by you at registration). If you feel this has been compromised, please contact noddle via password@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account.
  
  Please contact aqua Customer Service to report all lost and stolen cards.

• I keep receiving marketing messages/newsletters from Noddle?

  In providing aqua Credit Checker, Noddle seek to provide relevant messages and offers to you. If you do not wish to receive these messages anymore, you can change your consent at any time by contacting noddle via contact@noddle.co.uk or by using the “Contact Us” link on the bottom of each screen of your aqua Credit Checker account.