CONTACT US & FAQS

Applying for a Topshop Card

Can I apply for an additional cardholder on my account?

Yes, you can add up to three people to your account at no extra cost. Additional cardholders must be over the age of 18, be your partner, spouse or other close relative, a UK resident and live at the same address as you. You will be responsible for all use of the card by the additional cardholders; they will also share your credit limit. You can request for any additional cardholders to be added to your account when you first apply. If you are already a cardholder and wish to add someone to your account please call Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

How do I cancel an additional cardholder on my account?

To cancel your additional cardholder call Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account. Please ensure that you cut the additional cardholder’s Card into two pieces as you will remain responsible for the card until it is has been effectively cancelled.

Rates and Charges

Is there an annual fee on my Topshop Card?

No, there is no annual fee on my Topshop Card.

What interest rates apply to my Topshop Card?

Please refer to Summary box for further information.

 

What is the Representative APR?

The Representative APR for the Topshop Card is 19.9% APR variable. At least 51% of Topshop applicants will receive an interest rate for purchases less than or equal to this APR.

 

 


 

 


 


What is estimated interest?

 

Account Card providers show on statements an estimate of the amount of interest payable where a customer only makes the minimum payment amount. The estimated amount gives you an indication in advance of how much interest you could be asked to pay on your next statement, and will help you manage your finances more effectively.

 

You only pay the minimum payment amount shown on your statement;

 

Your balance doesn't increase before your next statement date due to anymore purchases, cash advances or balance transfers;

 

The minimum payment applied yo your account on the due date;

 

The way we calculate interest doesn’t change. If any change in your interest rate has been notified to you, the estimated interest will take this change into account

 

The amount takes no account of any delayed payment promotions we may offer in the period ahead.

 

Am I charged if I miss, or make a late payment to my account?

 

A £12 charge will be applied in each of the following instances:

  • Late payment fee
  • Over credit limit fee
  • Administration fee for returned cheques or direct debits


 

Can I increase my credit limit?

Yes, any changes to your credit limit will depend on your personal circumstances. You can request an amount and we will then make an assessment. The limit available to our customers is regularly reassessed to ensure we have the appropriate level of credit available. As part of our commitment to lend responsibly, our lending policy ensures that our customers don’t become overburdened with credit. The assessment of the limit available to our customers is based on a combination of external bureau data and internal performance data.



What is the minimum credit limit/what is my credit limit?

The minimum credit limit you will receive with your Topshop Card is £150. Your credit limit will be communicated to you at the point of application and is subject to your individual circumstances. You can find your credit limit on your statement.

Can I request a lower credit limit?

Yes, call Topshop CardServices on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account. To reduce your credit limit. If we need to reduce your credit limit for any reason, you will be informed in advance.

What should I do if I don’t recognise a transaction on my account?

Please contact Topshop Card Services straightaway on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

How much will I have to pay to my account each month?

The minimum payment will be the sum of

 

(i)the amount of any interest, and Default Fees charged to your Account in the current Statement Period plus

(ii)1% of the Standard Balance shown on your statement plus

(iii)the amount of any arrears, which are immediately repayable;

 

subject to this being a minimum of £5. If the total of your Standard Balance is less than £5, then the minimum payment due will be the total outstanding balance. Any overlimit amount is immediately repayable. 

How are payments applied to my account?

If you do not pay the Standard Balance in full in any month, we will apply your payment to  (i) Transactions and Promotional Transactions (ii) any Account fee charged in connection with a Transaction or Promotional Transaction, (iii) other Account fees and to (iv) any Default Fees which are shown on your statement as follows:

1) It will be allocated to the different amounts of your outstanding statemented Standard Balance that are charged at higher interest rates before those that are charged at lower interest rates.

2) If interest is charged at the same rate on different amounts, we will apply your payment to the different amounts in the following order: Cash Transactions, payment protection insurance premiums, Balance Transfers, other Promotional Transactions, Purchases and other Transactions. If you have more than one Promotional Transaction at the same rate, your payment will be applied first to the Promotional Transaction that has the earliest Promotional Period start date.

3) If you pay more than the Standard Balance shown on your statement in any month we will apply your payment to Transactions on your Standard Balance which are not shown on your statement before any Transactions on your Buy Now Pay Later Balance which are shown on your statement.

 

Where an Account fee is charged in connection with a Transaction or Promotional Transaction, it will be applied by reference to that Transaction type. Otherwise it will be applied after other Transactions as set out in 2) above.

We will apply any remaining payment to Transactions not yet shown on your statement in the same order as set out above.

Why would you change my interest rate?

We may change interest rates to reflect rate moves in the market, or if your personal circumstances change. We will always give you at least 30 days’ notice in writing of an interest rate increase, and another 30 days to tell us that you would like to close your account and pay down the balance at the existing rate.

What should I do if I am experiencing financial difficulties?

If you are experiencing financial difficulties, or having problems meeting your payment obligations, you should contact Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

What is Payment Protection Insurance (PPI)?

PPI is a type of insurance sold alongside financial products such as credit cards, loans and other finance agreements so that payments are made if the borrower is unable to make them due to sickness or unemployment.
If you had PPI on your account your policy was provided through Santander. To find out more about PPI, including how to make a complaint if you wish to do so, please visit the Santander website

You can also call on 0800 171 2171 (Calls from UK landlines and mobiles are free)
Opening hours from 29/08/2017 are 8am - 8pm Monday to Friday and 8am – 4pm Saturday

Want to find out more about PPI?

Or write to:
PPI C1
Santander
9 Nelson Street
Bradford
BD1 5AN

Managing a Topshop Account

How often will I receive my statement?

You will receive your statement monthly when you spend regularly, or have a balance on your account. If you do not have a balance you will receive a statement at the minimum intervals as required by law.

How can I make a Payment to my account?

When making payments please always quote your account number, this is the 16 digit number found on the top right hand corner of your statement. You do not need to contact us to confirm receipt of payments. You can pay your account using any one of the following methods:

 

By Direct Debit – You can set up a Direct Debit to pay the minimum payment amount, the full balance or a fixed amount on your card automatically every month. You can also set up a Direct Debit using the Online Account Manager under ‘Manage payments’. Alternatively, you can call Topshop Card Services on 0333 220 2507*. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

By Internet or Telephone Banking – You’ll need to provide your bank with our sort code 09–01–09, our account number 01000007, and your card number.

 

By Telephone – Call Topshop Card Services on 0333 220 2507* to pay using a debit card. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

By Post – Please send your payment at least seven working days (a working day is defined as Monday – Friday, excluding bank holidays) before the payment due date. Please do not send post-dated cheques or cash. Please ensure the cheque is made payable to NewDay Ltd, with the 16 digit account number included on the first line and send to NewDay Ltd, PO Box 218, Rotherham, S98 1NS.

 

At any bank – Please make your payment by cheque or cash at least five working days (a working day is defined as Monday – Friday, excluding bank holidays) before the payment due date by using the Bank Giro Credit slip attached to your statement – your bank may charge a fee for this service. Please ensure the cheque is made payable to NewDay Ltd, with the 16 digit account number included on the first line.

 

At any Arcadia store - Please use the payment slip from your statement to pay at any Arcadia store. You can pay by Cash or Debit Card. Payment by Cheque or Credit Card cannot be accepted. Please allow up to 5 working days (a working day is defined as Monday – Friday, excluding bank holidays) for the payment to be credited to your account.

 

*Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

Can I change the day that my payment is due?

Yes. It’s one of the benefits of being a Topshop card customer.

If you need to, you can change the date your payments are due, up to three times a year.

If you’d like to do this, call us on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

What is a preauthorised transaction? What happens if I enter into one?

In certain instances (e.g. when booking a hotel or hiring a car) the transaction amount may be unknown at the point you authorise the transaction. In such cases, the retailer will seek to block funds temporarily from your account. This is what we call a preauthorised transaction – it results in the relevant amount being deducted from your available balance only (it is not however processed as a transaction).

 

Please note that we will only block funds if you have authorised with the retailer the exact amount of funds that are to be blocked from your card.

 

We will also release the funds once we are made aware of the actual transaction value.

Third Party Providers (TPP)

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.

Requesting Terms and Conditions

Can I request a copy of my terms and conditions?

You can request a copy of your terms and conditions at any time whilst your account is open – to do so please contact Customer Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

Customer Consent

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 Act 1998 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 Policy.

Contact Details

What if I have a query about my Topshop Card?

Customer services

Queries regarding your account should be directed to NewDay Ltd who operate the Topshop Card on behalf of Topshop. Topshop Card Services can be contacted on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

Contact us online

1. You can send us a message online by logging into your online account manager.

2. If you are not registered for our online services, you can do so here.

3. Alternatively, if you are not a Topshop cardholder, but wish to contact us online, please click here.

What should I do if I have not received my Topshop Card?

If you do not receive your Topshop Card within 10 working days of a successful application, you should make NewDay aware by calling Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

How can I change my personal details?

 

If you need to change your personal details you should call Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

If you wish to make a change to your name you must write to NewDay providing a copy of a document, which confirms your name change (for example, a marriage certificate), for verification purposes. Please send your letter to: NewDay Ltd, Customer Services Department, and PO BOX 700, Leeds LS99 2BD.

How do I report my card lost or stolen?

If your card is lost or stolen, you should report this to NewDay immediately by calling Topshop Card Services on 0333 220 2507.Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

What if I have a complaint about my Topshop Card?

If you have a complaint related to your Topshop Card, please contact us by using any of the methods provided in the ‘Contact Details’ section of the Topshop Card FAQs. Alternatively you can write to us at:

 

Customer Services Department

NewDay Ltd

PO BOX 700

Leeds

LS99 2BD

 

If we do not resolve your complaint internally to your satisfaction, you can refer it to:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Telephone: 0800 023 4567

E-mail: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

If you applied for your Topshop Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission. The ODR platform will forward your complaint to the Financial Ombudsman Service. For more information about ODR please visit the European Commission website.

 

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit www.lendingstandardsboard.org.uk.

 

 

Who are NewDay Ltd and how do I contact them?

Key facts about NewDay Ltd:

NewDay Ltd issue and operate the both Mastercard and store cards.

Contact address: Customer Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

Credit is provided by NewDay Ltd. Registered in England and Wales with registered number 7297722.

 

The registered office is: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority with number 690292. NewDay Ltd is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2009 (Ref no: 555318) for the provision of payment services.

 

NewDay Ltd. are registered with the Office of the Information Commissioner – Data Protection Register Entry Number Z272680X

VAT Registration Number 100 1745 76

If you’d like to find out more, please visit newday.co.uk

 

Contact us online:

1. You can send us a message online by logging into your online account manager.

2. If you are not registered for our online services, you can do so here.

3. Alternatively, if you are not a Topshop cardholder, but wish to contact us online, please click here.

 

Complaints:

If you have a complaint related to your Topshop Card, please contact us by using any of the methods above. Alternatively you can write to us at:

 

Customer Services Department

NewDay Ltd

PO BOX 700

Leeds

LS99 2BD

 

If we do not resolve your complaint internally to your satisfaction, you can refer it to:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Telephone: 0800 023 4567

E-mail: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

If you applied for your Topshop Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission. The ODR platform will forward your complaint to the Financial Ombudsman Service. For more information about ODR please visit the European Commission website.

 

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit www.lendingstandardsboard.org.uk.

Contact Details

What if I have a query about my Topshop Card?

Customer services

Queries regarding your account should be directed to NewDay Ltd who operate the Topshop Card on behalf of Topshop. Topshop Card Services can be contacted on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

Contact us online

1. You can send us a message online by logging into your online account manager.

2. If you are not registered for our online services, you can do so here.

3. Alternatively, if you are not a Topshop cardholder, but wish to contact us online, please click here.

What should I do if I have not received my Topshop Card?

If you do not receive your Topshop Card within 10 working days of a successful application, you should make NewDay aware by calling Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

How can I change my personal details?

 

If you need to change your personal details you should call Topshop Card Services on 0333 220 2507. Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

 

If you wish to make a change to your name you must write to NewDay providing a copy of a document, which confirms your name change (for example, a marriage certificate), for verification purposes. Please send your letter to: NewDay Ltd, Customer Services Department, and PO BOX 700, Leeds LS99 2BD.

How do I report my card lost or stolen?

If your card is lost or stolen, you should report this to NewDay immediately by calling Topshop Card Services on 0333 220 2507.Calls are charged at a standard national rate. Call costs from mobiles and other operators may vary so please check before calling. Our lines are open seven days a week, 8am to 9pm. Calls may be recorded and monitored for training and security purposes and to help us manage your account.

What if I have a complaint about my Topshop Card?

If you have a complaint related to your Topshop Card, please contact us by using any of the methods provided in the ‘Contact Details’ section of the Topshop Card FAQs. Alternatively you can write to us at:

 

Customer Services Department

NewDay Ltd

PO BOX 700

Leeds

LS99 2BD

 

If we do not resolve your complaint internally to your satisfaction, you can refer it to:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Telephone: 0800 023 4567

E-mail: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

If you applied for your Topshop Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission. The ODR platform will forward your complaint to the Financial Ombudsman Service. For more information about ODR please visit the European Commission website.

 

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit www.lendingstandardsboard.org.uk.

 

 

Who are NewDay Ltd and how do I contact them?

Key facts about NewDay Ltd:

NewDay Ltd issue and operate the both Mastercard and store cards.

Contact address: Customer Services, NewDay Ltd, PO Box 700, Leeds, LS99 2BD.

Credit is provided by NewDay Ltd. Registered in England and Wales with registered number 7297722.

 

The registered office is: 7 Handyside Street, London, N1C 4DA. NewDay Ltd is authorised and regulated by the Financial Conduct Authority with number 690292. NewDay Ltd is also authorised by the Financial Conduct Authority under the Payment Services Regulations 2009 (Ref no: 555318) for the provision of payment services.

 

NewDay Ltd. are registered with the Office of the Information Commissioner – Data Protection Register Entry Number Z272680X

VAT Registration Number 100 1745 76

If you’d like to find out more, please visit newday.co.uk

 

Contact us online:

1. You can send us a message online by logging into your online account manager.

2. If you are not registered for our online services, you can do so here.

3. Alternatively, if you are not a Topshop cardholder, but wish to contact us online, please click here.

 

Complaints:

If you have a complaint related to your Topshop Card, please contact us by using any of the methods above. Alternatively you can write to us at:

 

Customer Services Department

NewDay Ltd

PO BOX 700

Leeds

LS99 2BD

 

If we do not resolve your complaint internally to your satisfaction, you can refer it to:

 

The Financial Ombudsman Service

Exchange Tower

London

E14 9SR

 

Telephone: 0800 023 4567

E-mail: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

 

If you applied for your Topshop Card online, you can also contact the Financial Ombudsman Service via an Online Dispute Resolution (ODR) platform that has been created by the European Commission. The ODR platform will forward your complaint to the Financial Ombudsman Service. For more information about ODR please visit the European Commission website.

 

NewDay Ltd is a member of the Finance and Leasing Association (FLA) and is bound by their Lending Code. Copies of the FLA's Lending Code can be obtained from www.fla.org.uk. NewDay Ltd also subscribes to the Standards of Lending Practice which are independently monitored by the Lending Standards Board. For further information, or to see a full copy of the Standards of Lending Practice, please visit www.lendingstandardsboard.org.uk.