Covid 19 Status

In line with HM Government requirements to fight the spread of Covid-19 we have measures in place to ensure that we protect our staff, their families and the wider community, but also to ensure that there is minimal disruption to our customers.

Your access to online Multi Agency Credit Reports, Expert Help and Account Management remains unaffected. We take great pride in the support that we provide to our customers and throughout this period will do all we can to minimise the impact on our services. While the country remains in lockdown we will continue to support your queries via a dedicated and experienced team that will be securely working from home, and supported by a Management Team that will continue to be based at our head office and who will be able to provide customer support as required.

The security measures that we have in place to protect your Personal Data, in line with our Privacy Policy, will mean that some elements of our personalised support are affected during this period as our support team will be working with anonymised data when working remotely. Freephone access to our Credit Analysts has been removed during this period while we focus our efforts on continuing to reply to all of your emails and secure messages within one working day.

Thanks for your understanding, and we hope to have full customer support available as soon as possible and wish you well during these challenging times.

Card Protection

What is Card Protection?

Credit Card Protection is a safety measure included on purchases you make using a credit card, which often lets you reclaim your funds if a product is faulty, undelivered, or mis-sold.

Under Section 75 of the Consumer Credit Act, purchases between £100 and £30,000 are covered by Card Protection. For qualifying purchases, your card issuer will take on the same level of liability as the retailer.

Before making a Card Protection claim, it’s usually best to contact the company you bought the product from initially, as payment disputes are often resolved quicker and more effectively by contacting the seller. They can also provide replacements, which your card issuer cannot.

There are some cases where the seller is unable to provide a refund. If it doesn’t respond to your complaint or has stopped trading, your next course of action should be to contact your card provider, which will be able to advise you about Card Protection specific to your circumstances.

You’ll need to confirm: the product you bought, the cost, receipts or invoices, the seller’s response, and your desired outcome. Your card issuer will then assess your situation to see whether reimbursement is appropriate.


Q: Does Card Protection cover holiday bookings?

A: Card Protection covers both goods and services, including holidays, but only under certain circumstances. If the travel company goes bankrupt, leaving you unable to reach your destination, you should be able to claim the cost using Card Protection. Any unrelated costs, such as deciding to visit another location or extend your holiday won’t be valid reasons for claiming. It’s always best to check with your card issuer directly as they will be able to advise on your specific situation.

Q: Is there a cost for Card Protection?

A: A credit card issuer must provide Card Protection for free under Section 75 of the Consumer Credit Act.

Q: Does Section 75 Card Protection apply to Debit Cards?

A: Only credit cards are subject to the Card Protection outlined in Section 75 of the Consumer Credit Act, thereby excluding debit cards.

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Jargon Buster

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