Credit Limit, Statements, Payments, Interest Rates & Balance Transfers

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

    We will provide an initial credit limit of between £250 and £1,200 (or between £100 and £300 for aqua start) depending on your individual circumstances and what we believe you can afford to repay comfortably.

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

    Yes, you can ask for your credit limit to be increased (and we will consider your request) or decreased. As a responsible lender, we monitor accounts on an on-going basis to see how you're getting on. 


    It's important that you make your minimum 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 offer you a credit limit increase.

     
    You can reduce your credit limit at any time, simply call Customer Services. You can also choose how you would like us to manage your credit limit preferences.

  • How Can I update my Credit Limit Increase preference?

    You can do this online using Online Account Manager or by using our automated customer service line.

    You can choose from one of the following options:

    • Automatically: we will tell you about credit limit increases and activate them automatically unless you tell us not to
    • Let us know: we’ll offer you a credit limit increase but you must contact us to accept it
    • No Increases: we won’t offer you credit limit increases at any time, unless you change your preference
  • Is there anything I can do to ensure my credit limit can be increased?

    It is important you make at least your contractual minimum payment on time every month and keep within your credit limit as this may affect our decision. We recommend that you make at least the Payment Requested shown in your statement each month. We need to see an account is well managed and payments are made on time over a number of months before we will consider increasing your credit limit. We also take into account how you manage accounts and other matters when considering whether you are eligible for a credit limit increase.

  • What happens if I go over my credit limit?

    We will send you a text/SMS alert 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. You will also lose any promotional rates applicable to your account at that time.

  • 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 must pay at least the contractual minimum payment 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. Credit cards are suitable for short term borrowing and so you should avoid paying only the minimum monthly amount long term. You will also need to pay any arrears or over limit amount, which are due immediately.

    You may see a Recommended Extra Payment appear on your statement, as part of your Payment Requested. This is an additional amount on top of your contractual minimum payment that we recommend you pay to clear your balance faster and to help ensure your account does not fall into Persistent Debt.

    You can contact us to change your monthly payment date to suit your personal circumstances. This can be changed up to three times a year.

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

    If you have a balance or have used your card, you should receive a statement every month  If you have a balance and you have not received a statement, please call Customer Services who will be able to help you.

    Alternatively, you can register for Online Account Manager, and we will notify you by email when your next statement is ready to view.

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

    As an aqua customer, you can enjoy the benefit of changing your monthly payment date to suit you. You can change this up to three times a year.

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

    Please call Customer Services and they will be able to help you. There is an admin charge of £5 for duplicate statements. Alternatively, you can register for Online Account Manager, where you can view your last 6 months’ of statements online at any time.

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

    You will receive your aqua credit card statement monthly when you have a balance, or if there is any activity on your account.

  • 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 the amount you need to repay, your 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. or online using your Online Account Manager. It 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 Customer Services.

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

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

    Usual payment clearing times:

    • Online – 1 working day
    • At any bank (using Giro Credit Slip) – 5 working days
    • Online and telephone banking – 1 working day
    • Post – 7 working days
  • Can I change the date that my statement is sent?

    As an aqua customer, you can enjoy the benefit of changing your monthly payment date to suit you. What’s more, you can change this three times per year free of charge.  

  • Can I make more than one payment each month?

    Yes, you can make payments towards your outstanding balance at any time. Just make sure that you make at least the contractual minimum payment each month. You need to also ensure you pay any arrears or overlimit amount immediately.

    You may see a Recommended Extra Payment appear on your statement, as part of your Payment Requested. This is an additional amount on top of your contractual minimum amount which we recommend you pay to clear your balance faster and help ensure your account does not fall into Persistent Debt.

    Your payment must have cleared by the due date that appears on your statement. Please note that if you pay by Direct Debit and make additional payments before your payment due date, your Direct Debit may be reduced.

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

    Each month you’ll receive a statement from us showing where and when you used your aqua credit card, together with the amount you spent. You can choose to pay from a range of options including the full outstanding balance, the Payment Requested, a Boosted Payment or the contractual minimum payment.

    You should always try to pay as much as you can afford each month – this will help you clear down your balance faster and save on interest.

  • Can I pay by Direct Debit?

    Yes. You have the choice of setting up a Direct Debit to cover at least the minimum payment, the full amount due or a set amount each month (where this is less than the minimum payment shown on your statement, the minimum payment due will be collected). For more details or to arrange a Direct Debit, please call 0333 220 2691*.

  • How long will my Direct Debit take to set up?

    Setting up a Direct Debit can take up to 6 working days (not including, where relevant, the working day on which you request it). Please be aware your bank may cancel your Direct Debit if it has been dormant for 13 months

  • How do I know if my Direct Debit will taken on time?

    When you set your Direct Debit up we will tell you if it will be ready in time for your upcoming payment due date. If it isn’t, we will ask you for a manual payment to cover your upcoming Payment Due Date. Your Direct Debit will be ready to take a payment the following month.

  • How will you communicate my Direct Debit information to me?

    Once you have set up your Direct Debit we will send you an email or SMS the next working day advising that your Advance Notice document and Direct Debit guarantee can be viewed in the Online Account Manager. These documents will also give you further information on your Direct Debit set up. We will post these documents to you if you have not provided us with an email or SMS.

  • How do additional payments affect my Direct Debit?

    If you make an additional payment 3 or more working days before your payment due date your Direct Debit amount will reduce by the amount you have paid. We will send you an alert advising you if your payments have changed your Direct Debit amount through the month.

  • Can I change the date I pay my account?

    Yes, you can change your Payment Due Date 3 times a year. The change will always be made AFTER your upcoming payment due date. If you wish to change your payment due date please call customer services.

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

    You can find out when your payment is due on your monthly statement or on your Online Account Manager. Just take a look at the summary on the first page of your statement.

  • What is the postal address for aqua card payments?

    aqua Card Services
    PO BOX 172
    Sheffield
    S98 1JT

    Please remember to allow 7 working days for your cheque payment to reach us and please do not send cash payments in the post.

  • How can I make payments?

    You can pay using any of the methods shown on your statement including online using Online Account Manager, using your online or telephone banking, by cheque or by phone – whichever works best for you. Or if you prefer, you can choose from various Direct Debit options including making the payment requested on your statement, a Boosted Payment, the full outstanding balance, your contractual minimum payment or a fixed amount (if you set up a Direct Debit for a fixed amount and this is less than the contractual minimum payment (together with any arrears due), this amount will be collected to keep your account up to date). You can set up a Direct Debit via your Online Account Manager in the ‘Payments & Transfers’ section. Alternatively, you can call Customer Services on 0333 220 259. Opening hours are: Monday to Sunday 8am to 9pm.

    Please remember that if you cannot make your payments for any reason, please let us know as soon as possible. Please call Customer Service and we will do what we can to help.

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

    We charge different interest rates according to the different ways you use your aqua credit card, for example the interest rate charged for cash withdrawals is different to the interest rate charged for purchases. If you don’t pay your balance in full, we will allocate payments to your balances on your statement with the highest interest rates before balances with lower interest rates. There are some exceptions to this including the way we allocate payments to any instalment or PayDown plan. For further details, please refer to the ‘How do we apply payments to different balances?’ section in your Credit Card Agreement.

  • 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 Customer Services as early as possible and we will do what we can to help.

    If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

    •         National Debt Line on 0808 808 4000 or online.
    •         Money Advice Service on 0800 138 7777 or online
    •         StepChange on 0800 138 1111 or online
  • What happens if I don't make a payment or my payment is late?

    If you don't make at least the contractual minimum payment by the payment due date, as shown on your statement, you will be charged a late payment fee of £12. We will also report the missed payment to credit reference agencies. This might make it harder and more expensive for you to get credit in the future.

    Failing to keep up with your repayments will also result in any promotional offers being withdrawn and you will have to pay the standard purchase rate on these amounts.

    Please remember if you can't make a payment for any reason, please call Customer Services as early as possible and we will do what we can to help.

    If you are struggling with financial difficulties you may benefit from some free and impartial advice. You can contact:

    •         National Debt Line on 0808 808 4000 or online.
    •         Money Advice Service on 0800 138 7777 or online
    •         StepChange on 0800 138 1111 or online
  • What rate of interest am I paying for my aqua credit card?

    You can find the interest rates on your latest monthly statement.

  • 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 and store cards. Each transfer must be a minimum of £100. 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 90% of your available credit limit.

    You cannot transfer balances from store cards or any other card provided by NewDay. If you go over your credit limit, don’t make your minimum payment or miss a payment, you will lose any promotional balance transfer rate.

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

    It normally takes three hours for a Balance Transfer to be completed, depending on the processing times and type of payment process employed by your bank. Outside of working days or after 3pm on working days, and on Bank Holidays and weekends, your Balance Transfer will be processed on the next working day.

  • What impact does a balance transfer have on my Direct Debit?

    If you have a Direct Debit set up to pay off your balance in full each month, you can call us on 0333 220 2691* to amend your  instruction to cover your minimum monthly payments so that you can take full advantage of your balance transfer.

    If you usually repay your balance in full each month, please be aware that if you leave your balance transfer on your account, we will charge interest on purchases you make from the point that those purchases are added to your account balance. This means that no interest free period will apply to those purchases until your outstanding balance, including the balance transfer, is paid in full.

  • Can I grant a third party access to my online payment account?

    Following changes to the law, from 13 January 2018 you can allow an authorised Third Party Provider (TPP) to have access to your online servicing account. These TPPs are sometimes known as Account Information Service Providers and offer such services as the ability for you to look at all your bank and credit card accounts through one Mobile App or Website. You can only use a TPP where you have registered for Online Account Manager.

    If you choose to use a TPP, please ensure you understand how their service works, such as how they access your account with us and how they will protect your data. Please be aware that:

    • The terms and conditions of your card will still apply.
    • We will give the TPP access to your account information only, and in the same way as if you were accessing it directly. For example, they will be able to see your recent transactions and your outstanding balance. The TPP is not permitted to change any of your preferences, direct debit details or any information about you and cannot initiate a payment from your account.
    • Although you must not, generally, give the security details you use to log-in to our online service to anyone else, you may give them to a TPP if it is necessary to do so. They should agree with you that they will keep these details safe and will only use them for the purpose(s) you have agreed with them.
    • We can refuse to allow a TPP to access your account where we are concerned about unauthorised or fraudulent access by that TPP.
    • All TPPs must be authorised or registered with the Financial Conduct Authority (or another EEA regulator) and so you must check, from the information that the TPP gives you before you use their services, that the TPP is authorised or otherwise permitted by law to provide such services. If you give your security details to a TPP that is not authorised, we will assume it is you authorising us to give access to your account. If we become aware that an unauthorised third party is using your security details, we will block access to your account.
  • Do I need to consent to you using my information to provide me with payment services?

    When you enter into a credit agreement with us, you explicitly consent to us accessing, processing, and retaining any information you provide to us, for the purposes of providing payment services to you.

    Please note that this does not affect any rights and obligations you or we have under the Data Protection Legislation and you may withdraw this consent by closing your account. If you do this, we will stop using your data for this purpose, but may continue to process your data for other purposes as set out in our Privacy Notice.