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Frequently Asked Questions

About aqua

What are aqua credit cards?

aqua has said YES to over 1 million customers in the UK. 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.

Does aqua subscribe to any codes?

aqua cards are issued by NewDay Ltd. NewDay Ltd is a member of the Finance and Leasing Association (FLA) and it subscribes to the FLA’s Lending Code. Copies of the FLA’s Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Lending Standards Board’s  Standards of Lending Practice for personal customers which can be obtained from www.lendingstandardsboard.org.uk/.

aqua classic credit card

The aqua classic credit card has a rate of representative 35.9% APR (variable).

You could enjoy a manageable credit limit and have the opportunity to improve your overall credit rating.
As well as giving you the opportunity to improve your overall credit rating, the aqua Classic credit card has the following features:


  • No annual fee
  • A Mastercard that is accepted at more than 36 million places worldwide
  • An initial credit limit between £250-£1,200 – which could go up later
  • SMS reminders so you need never miss a payment
  • Our UK-based customer helpline
  • A manageable credit limit and ability to change your payment date
  • Online account management

                                                                                                      

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 and up to 15% over 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 could also have a positive effect on your credit rating.

You also enjoy:

  • No foreign currency exchange fees making it free to make purchases abroad 
  • An initial credit limit between £250-£1,200 – which could go up later
  • SMS reminders so you need never miss a payment
  • UK-based customer helpline
  • Manageable monthly payments and ability to change your payment date


Why are the APRs offered by aqua credit cards higher than those for some other credit cards?

APRs reflect the risk profile of each individual customer. This profile is determined by a variety of factors including information held by the Credit Reference Agencies, which we recommend that customers regularly review.  Our aqua products have been developed for customers who may be new to credit and therefore do not have a well-established credit record or for those who may have had a blip in the past that affected their credit rating.  Accessing credit can be challenging for these customers as they need to establish or improve their credit records.  Our aqua products provide access to credit for these customers so they can enjoy the benefits and flexibility that credit provides, as well as have the chance to improve or establish their credit record. 

Representative 35.9% APR variable on the aqua classic card.


What’s so good about the aqua reward credit card?

At aqua, we believe that sensible spending and account management deserves to be rewarded, so with the aqua reward card we'll give you 0.5% cashback on all your purchases (up to a maximum of £100 each year).

Here's how aqua reward works.

Providing you've been managing your account well by paying at least the minimum amount due on time each month and keeping within your credit limit, you'll receive 0.5% cashback on all your purchases up to the maximum above.

You will also enjoy:

  • No foreign currency exchange fees making it free to make purchases abroad 
  • An initial credit limit between £250-£1,200 – which could go up later 
  • SMS reminders so you need never miss a payment 
  • UK-based customer helpline 
  • A manageable credit limit and ability to change your payment date 


Our aqua reward card comes with a 34.9% APR representative (variable).


What’s so good about the aqua start credit card?

We want to help you get credit and build up your credit rating at the same time.. We always look for ways to say YES responsibly, even if you’ve been refused credit in the past or never had a UK credit card before. And because we’re a responsible lender, we’ll never lend more than we think our customers can afford. 

With an aqua start credit card, you can make the most of valuable tools – like text reminders of payment dates, free unlimited access to your credit report and score (worth up to £50 per year), and friendly UK-based call centres – that help you to manage your account. Plus, with a low manageable credit limit, it all means that you can get a foot on the ladder to start building a strong credit rating.

The aqua start card has a representative 49.9% APR (variable).


Is aqua right for you?


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 at aqua, we look to see if we can give you a credit card we think you can afford. 


Representative 35.9% APR variable on the aqua classic card.


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

Yes, you may be eligible if you are a homemaker, student, on a low income or work part-time. At aqua we treat every application individually and we will take a closer look at your situation to see if we can help.

Representative 35.9% APR variable on the aqua classic card.


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.


Representative 35.9% APR variable on the aqua classic card.


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

At aqua we treat you as an individual and consider every application 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 give you the credit card we think you can afford. However if you received a CCJ in the last 12 months, you won’t be accepted at this time so it might be better to wait 12 months before applying and we will reconsider your application.


Representative 35.9% APR variable on the aqua classic card.


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 take the time to consider every application and will endeavour to give you the credit you need and we think you can afford. aqua has said YES to over 1 million customers in the UK.


Representative 35.9% APR variable on the aqua classic card.


I’ve recently moved house. 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 aren’t currently on the electoral roll.

Representative 35.9% APR variable on the aqua classic card.


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

aqua can be a great way to start rebuilding your credit history. As a specialist lender, we will take a closer look to see if we can give you the credit you need and we think you 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.

Representative 35.9% APR variable on the aqua classic card.


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

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


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

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


I’m interested in applying for an aqua credit card. How much will I have to pay each month?

We are a responsible lender and will only ever offer you a credit limit 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. Credit cards are suitable for short term borrowing and so you should avoid paying only the minimum monthly amount long term.


Your Application

How can I apply for an aqua credit card?

Applying for an aqua card is quick and straightforward. Why not apply for an aqua credit card online now? Just remember:

  • You must be over 18 and have a permanent UK address
  • You shouldn’t been registered bankrupt in the past 18 months or have bankruptcy proceedings against you
  • You must have a current UK bank or building society account
  • You shouldn’t have received a county court judgement in the past 12 months
  • You can’t have an aqua card and/or you mustn’t have taken out a marbles card or opus card (issued by NewDay) in the past 12 months


Representative 35.9% APR variable on the aqua classic card.


I recently received an application pack in the post. How can I apply?

If you receive an application form by post, you can either apply online (using the web address provided) or by post.  You cannot currently apply over the phone.  If you apply online for your aqua credit card, you could get a response in minutes.  If you’re approved, you’ll be presented with your APR, some important documents for you to read and a Credit Card Agreement for you to read and sign.  Online is the fastest way to apply and means we can send your new aqua card to you as soon as possible.

Representative 35.9% APR variable on the aqua classic card.


I recently applied for an aqua credit card by post, but I haven't 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 0333 220 2691*.


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 received your signed application we will send out your credit card, please allow 14 days for this. If it has been longer than this, please call our customer services team on 0333 220 2691*. 


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 them. 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 0333 220 2691*. 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 will make a number of important checks before deciding whether to offer you a new aqua credit card. We combine the information you give us, along with any information we may already hold about you and any information we receive about you 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?

You can access your credit report online at the Noddle (www.noddle.co.uk) or Experian (www.experian.co.uk) websites.


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

We have a wide range of criteria, which we take into account when processing applications, so there may be a number of reasons why you have been declined.  So as a first step, we would recommend that you write to us to get further information. 


I recently received an application pack with a lower representative 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 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. This is an automated phone service and does not go through to a customer service representative.

Please also remember to sign your new card 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 0333 220 2691*.


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

You can change your PIN by using a 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 0333 220 2691*. 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 (CVV). What is this?

The Card Security Code (CVV) 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.  You should only ever give out this information when you are sure of the credentials of the person or website asking for it. 


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

Your aqua credit card is accepted in more than 36 million places and over 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 +44 113 244 8986. 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 logo. 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 may be able to take up to £300 a day depending on your credit limit.  Please ensure you stay within your credit limit. Remember that a fee of £3 or 3% of the amount (whatever is higher) will be applied to each cash transaction and interest will also be charged from the date the transaction is added to your account (usually the next working day), both of which could take you over your credit limit.  


Statements and Payments

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 our customer services number on 0333 220 2691*.


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

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?

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 have to make at least the minimum payment on 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. Credit cards are suitable for short term borrowing and so you should avoid paying only the minimum monthly amount long term.

As an aqua customer, you can also enjoy the benefits of changing your monthly payment date up to twice a year to suit your personal circumstances.


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

If you have a balance or if there has been any activity on your account you should receive a statement. If you have a balance and you have not received a statement, please call 0333 220 2691* and our customer services team will be able to help you.

You can register for eStatements through your 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 up to two times a year.


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

Please call Customer Services on 0333 220 2691* and they will be able to help you. There is an admin charge of £5 for duplicate statements. If you are registered for eStatements, you can access your previous 6 statements through your Online Account Manager for free.


Can I receive statements electronically?

Yes, you can now choose to receive statements electronically. Simply go to the 'Change Preferences' section of your Online Account Manager and switch to eStatements.


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 due, your credit limit and how much credit you have available, please look at the first page of your statement. You’ll find it on the first page of your statement. 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 our customer services team on 0333 220 2691*.


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

If you’ve reached or exceeded your credit limit, it will take between 1-7 working days (depending on type of payment made) for your payment to clear. So you should wait before you try to use your aqua credit card again.

If you’ve not reached your credit limit and have available credit you can continue using your card.

Payment clearing times:

  • Online – 1 working day
  • At any bank (using Giro Credit Slip) – 1 working day
  • 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 change your monthly payment date up to this twice a year. This will mean that the date that your statement is sent also changes.


Can I make more than one payment each month?

Yes, you can make as many payments as you like each month. 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) by the payment due date on your statement. If your balance is less than £5 then you must repay the full amount. If you pay by Direct Debit, your usual payment will still be taken regardless of any additional payments made. Your payments must have cleared by the due date that appears on the statement. 


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

If you have a balance on your account, or if there is any activity on your account, you should receive a statement each month. If you don't please call our customer services team on 0333 220 2691*. You must still make at least your minimum payment by the due date.

You can make payments at any point during the month even if you haven't received your statement yet. You can also make more than one payment a month. Just remember to make sure you pay at least the minimum payment each month by the due date, which is an amount equal to the total of any interest, default sums 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?

You can choose to pay the full amount or any other amount you wish as long as you make at least the minimum payment 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 payment amount long term.


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

You can find out when your payment is due on your monthly statements. Just take a look at the first page of your statement. But don't forget, as an aqua customer, you can enjoy the benefit of being able to change your monthly payment date to suit you up to twice a year.

Payment clearing times:

  • Online – 1 working day
  • At any bank (using Giro Credit Slip) – 1 working day
  • Online and telephone banking – 1 working day
  • Post – 7 working days


What is the postal address for aqua card payments by cheque?

aqua Card Services
PO BOX 172
Sheffield
S98 1JT

Please remember to allow 7 working days for your cheque payment to reach us.


How can I make payments?

You can pay by:

  1. Direct Debit: this will need to cover at least the minimum payment, a set amount, or the full amount due. You can set up a Direct Debit via your Online Account Manager or by calling Customer   Services on 0333 220 2691*
  2. Online and telephone banking through your own bank. Our account details can be found in your monthly statement.
  3. Card: either online using the Online Account Manager, on the phone by calling us on 0333 220 2691*
  4. We also accept payment using the Faster Payment Service (FPS).
  5. Cheque: via post or in any UK bank displaying the Mastercard logo (you will need to complete the Bank Giro Credit slip)


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. Whenever you make a payment to your account which is less than the total amount outstanding, we pay off amounts charged with the highest rate first, then those amounts 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 0333 220 2691* 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 minimum payment by the payment due date, as shown on your statement, you will be charged a late fee of £12. Any promotional rates applicable to your account at that time would also be withdrawn.

Please remember if you can't make a payment for any reason, please call us on 0333 220 2691* 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?

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 that account. 


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.


Managing your aqua account

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 0333 220 2691* for more information. Please note that as you are the main cardholder who we have an agreement with, you will be responsible for all use of the additional card.


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

It’s easy. Just call our customer services on 0333 220 2691* and ask for a new one.


My aqua credit card expires soon. What should I do?

If your account has been kept in good order, we'll automatically generate a new card 4-6 weeks before your card expires.

 

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

Please call customer services on 0333 220 2691*. 


Can I access my card details online?

Yes, just click on the 'REGISTER’ tab on the home page and register to access your card details using our Online Account Manager.


How can I contact aqua?

Online: Visit the Online Account Manager

By phone:
You can contact aqua by calling 0333 220 2691*.
If you are calling from abroad, please call +44 113 244 8986

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

aqua Card Services
PO BOX 172
Sheffield
S98 1JT


How do I tell you if I move house?

You can either edit your personal details in Online Account Manager or call Customer Services:

Online: Visit the Online Account Manager

By phone:
You can contact aqua by calling 0333 220 2691*.
If you are calling from abroad, please call +44 113 244 8986

You can also write to us:
aqua Card Services
PO BOX 172
Sheffield
S98 1JT

Please tell us your new address before you move house.


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

If you no longer wish to receive marketing communications from aqua, please call 0333 220 2691* and we will remove your details. It can sometimes take up to one month for this request to be updated on our systems and therefore it is possible you may still receive marketing communications until this time.


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

We are sorry you need to make a complaint. Please contact us in one of the ways set out here so we can resolve it as soon as possible.


Fraud Protection

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 0333 220 2691*. This line is 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 +44 113 244 8986.


I have received an e-mail 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 0333 220 2691*.


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

You can be safe in the knowledge that we use innovative technology to keep your details secure and have dedicated teams to monitor account activity and intercept any suspicious transactions. If you think a transaction that appears on your statement is suspicious or unauthorised, please call us on 0333 220 2691* 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 think a transaction that appears on your statement is suspicious or unauthorised, please call 0333 220 2691*.


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

If you’re think that your personal details may have been used fraudulently to apply for a NewDay card, please phone our call centre on 0333 220 2691*.


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 0345 600 6007*.


aqua Secure

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 unauthorised 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 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?

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 terms and 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: 0333 220 2691*.


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.


aqua Credit Checker

What is aqua Credit Checker?

aqua Credit Checker is a service for aqua customers that offers you free, unlimited access to your credit report, powered by Noddle. As an aqua customer, you’ll also have access to two premium services; Noddle Alerts & Noddle Improve – which normally cost £20 and £30 per year (the whole package, including credit report and premium services, is worth up to £50 per year.)

Declined aqua card applicants can also sign up for aqua Credit Checker. Please note that premium services can be added at an additional cost if desired.

To sign up for aqua Credit Checker click here.


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 give you the chance to start 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 £30 per year). This is free to aqua customers who sign up for aqua Credit Checker.


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). This is free to aqua customers who sign up for aqua Credit Checker.


What is my credit score?

Your credit score is a number made up from a range of different factors and is used by lenders to determine whether they think you will be able to afford to repay the credit you have applied for.

Credit scores are measured by lenders in different ways. Your credit score will impact the kind of financial products you are eligible for. Customers with a higher credit score will normally have access to a broader range of credit products. As such, being aware of what affects your credit score can be instrumental in boosting your score.


Do all lenders use the credit score in the same way?

No. Different lenders take different factors into consideration when assessing applications. 


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 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 signed up for the two free premium services, 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 continue using these services under your new Noddle account. 


Who should I contact if I have 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.


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 an invitation 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 phoning customer services on 0333 220 2691*


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

Yes. You can request aqua Credit Checker for free by contacting our customer services team on 0333 220 2691*.


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 aqua Credit Checker 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 you continue to be 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.


Why do 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. 


Who is NewDay?

Who is NewDay?

On 1st April 2014, SAV Credit Limited became NewDay Cards Ltd and Progressive Credit Limited became NewDay Ltd, part of the NewDay group of companies, one of the largest providers of credit and store cards in the UK.

Who is NewDay regulated by?

NewDay Ltd and NewDay Cards Ltd are authorised and regulated by the Financial Conduct Authority.   


What other brands is NewDay associated with?

NewDay Ltd provide credit and store cards for the following retail partners: Amazon, Thomson, Debenhams, House of Fraser, Laura Ashley, Topshop, Topman, Burton, Wallis, Miss Selfridge, Evans, Dorothy Perkins and Outfit. 

NewDay Ltd's consumer brands include the aqua, marbles and Opus branded range of credit cards.


PPI Policy with aqua

How do I find out if I have a PPI policy with aqua?

If you have any questions regarding Payment Protection Insurance (PPI), we’re committed to helping you and making the journey as easy as possible. If you’re unsure whether you have a PPI policy with aqua, please call or write to us and we can check our records for you.

It’s easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC). All complaints about PPI are treated the same way, whether received directly from our customers or through a CMC and CMCs may charge you a fee.


We’d like to discuss the details of your complaint with you directly so your concerns can be resolved as quickly as possible. You can call us on 0333 220 2691 (Monday to Friday 8am to 9pm, Saturday 9am to 5pm and Sunday 10am to 6pm) or write to us at aqua Customer Services, PO BOX 173, Sheffield, S98 1JW.

If you already know you have a PPI policy with us and want to make a complaint, here’s what you need to do:


1. Download and complete a PPI Consumer Questionnaire Form
If you decide you want to proceed with your complaint, download the PPI Consumer Questionnaire and fill in the details of your case. Completing a PPI consumer questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible. 

2. Send it in
Send the PPI Questionnaire to us at aqua Customer Services, PO BOX 173, Sheffield, S98 1JW.


I’m not happy with the response I received

If you are dissatisfied with our final response you may be able to refer your complaint to the Financial Ombudsman Service. Visit our complaints page for more details.


Please note that should you wish to refer your complaint to the Financial Ombudsman Service, they will not be in a position to deal with it until an eight week period has passed since you contacted us with your complaint, or until you have received a final response or summary resolution communication from us, whichever takes place earlier.


*Calls to 03 numbers will be charged at a standard national rate. Call costs from mobile companies and operators may vary so please check before calling. 

Our lines are open seven days a week, 8am to 9pm Mon-Fri, 9-5pm Sat and 10am-6pm Sunday. Calls may be recorded or monitored for training and security purposes and to help us manage your account.