Credit Card Agreement regulated by the Consumer Credit Act 1974

Using Your Card

The Argos Card can be used to make purchases from Argos, Homebase and any selected other
retailers that we tell you about from time to time) up to the credit limit we set.
The Payment Plans available on your Card
We offer a number of different interest rates and repayment terms for different types of transaction.
Generally, purchases made with the Argos Card will be put onto our standard "Normal Plan". We
may, however, also offer promotional "Special Plans" for particular transactions as set out below.
We will tell you when you make a purchase if a Special Plan applies to the particular transaction as
well as the interest rates and periods which apply to the Special Plan

Normal Plan
Interest
Interest rate: 29.9% per annum (variable).
No interest will be charged on transactions shown on your statement if you pay off the balance of
the Normal Plan in full by your next monthly payment date. If you don't, interest will be charged from
the date of the transaction.

Minimum Payments
A minimum payment must be made each month.

Buy Now, Pay Later Plan

Interest
Up to 14 June 2014 the following clause will apply
Interest Rate: If you repay in full before the end of the Buy Now, Pay Later Period, no interest will be
charged but a fee of 29 may be charged. We will tell you before you take out the Plan if this is the
case.
If you choose not to pay off the balance in full, we will move the balance onto the Normal Plan at the
end of the Buy Now, Pay Later Period. Interest of 29.9% per annum (variable) will be back-dated to
the date of the transaction.
From 14 June 2014, the following clause will apply
Interest Rate: If you repay in full before the end of the Buy Now, Pay Later Period, no interest will be
charged but a fee of 29 may be charged. We will tell you before you take out the Plan if this is the
case.
If you choose not to pay off the balance in full, we will move the balance onto the Normal Plan at the
end of the Buy Now, Pay Later Period. Interest of 29.9% per annum (variable) will be back-dated to
the date of the transaction.
This interest will be added to the Normal Plan at the end of the Buy Now Pay Later Period, and you
will be asked to repay it, through your minimum repayment, over the same number of months as
were in the Buy Now Pay Later Period.

Minimum Payments
No payments need to be made during the Buy Now, Pay Later Period.

Interest Free Plan

Interest
Interest Rate: 0% per annum (fixed) for the period of the Plan.
Minimum Payments
The amount of the plan must be repaid by making equal monthly repayments over a fixed
period. Fixed Payment Plan

Fixed Payment Plan

Interest
Interest Rate: We will tell you the interest rate before you make the purchase. It will be fixed
during the Payment Plan period and charged from the date of the transaction.
Minimum Payments
The amount of the plan must be repaid by making equal monthly repayments over a fixed
period.

Interest Opt Out Plan

Interest
Interest rate: If you repay in full before the end of the Interest Opt Out Period, no interest will be
charged.
If you choose not to pay off the balance in full, we will move the balance onto the Normal Plan at the
end of the Interest Opt Out Period.
Interest of 29.9% per annum (variable) will be back-dated to the date of the transaction.

Minimum Payments
A minimum payment must be made each month.

Zero Interest Option Plan

Interest
Interest rate: There is no interest charged in the Zero Interest Option Period.
If you choose not to pay off the balance in full, we will move the balance onto the Normal
Plan at the end of the Zero Interest Option Period.
Interest of 29.9% per annum (variable) will start being charged from that date but will not be
back-dated to the date of the transaction.

Minimum Payments
A minimum payment must be made each month.
Your monthly repayments
You must make a minimum payment each month unless your purchases are all on Buy Now, Pay
Later Plans.
The minimum monthly payment requested will be the total of:
(a) the specified monthly payments for your Interest Free Plans and Fixed Payment Plans;
Up to 14 June 2014 the following clause will apply
(b) for each other Plan that you have, 4% of the total amount owing that month on that Plan, or 2 if
that is greater or, if the amount on the Plan is 2 or less, the full amount that you owe on that Plan;
the amount of any charges incurred by you for breaking this agreement.
From 14 June 2014 the following clause will apply
(b) for each other Plan that you have, the higher of:
(i) 3.2% of the total amount owing that month on those Plans, or
(ii) 5, or
(iii)the total amount of interest added to your account in relation to all Plans other than Buy Now
Pay Later Plans since your last statement plus 1% of the remaining balance;
(c) a proportionate amount of any interest that has been added to your account in relation to a Buy
Now Pay Later Plan at the end of the Buy Now Pay Later Period, calculated by dividing the amount
of interest added to the account at the end of the Buy Now Pay Later Period by the number of
months in the Buy Now Pay Later Period; and
(d) the amount of any charges incurred by you for breaking this agreement.
(e) the amount of any insurance added to your account that month
Your monthly statements will tell you when you must make your repayments which will be at least
25 days after the statement date.
How we allocate your Payments
We will apply payments into the Account in the following way:
a) if your payment is exactly equal to the remaining balance on your Normal Plan and you do
not have any Interest Free Plans or Fixed Payment Plans for which a monthly payment is
required, we will apply your payment to repay the Normal Plan in full;
b) in other cases, we will apply payments into the Account in the following order:
i.

first any amount up to the amount of the minimum payment will be allocated as follows:
1)
first, in repayment of the monthly payment required by any Fixed Payment
Plan you have;
2)
then, in repayment of the monthly payment required by any Interest Free
Plan you have;
3)
then, the minimum payment due on the Normal Plan will be allocated first to
insurance premiums and interest (in that order) before being
used to reduce the remaining outstanding balance on the Normal Plan; and then to
charges or fees;
4)
finally, in repayment of the monthly payment required by any other Special
Plans you have;

ii. then, any payment you make that exceeds the minimum payment will be allocated as
follows:
1)
first, in repayment of any Buy Now, Pay Later Plan which will expire by the
date of your next statement;
2)

then, in repayment of your Normal Plan;

3)

then, in repayment of any other Buy Now, Pay Later Plans;

4)

then in repayment of any Fixed Payment Plans;

5)

then in repayment of any Interest Free Plans;

6)

then, in repayment of any other Special Plans you have; and

7)
finally, in repayment of any amounts that have been added to your Account
since the previous statement date.
In each case, where you have two or more Plans in the same category, the Plans will be repaid in
the order in which they are due to expire, starting with the Plan that is closest to expiry. If a
particular Special Plan is repaid in a different order, we will tell you before you make a purchase
using the Special Plan. We will apply payments in a different way if you specifically tell us to for a
particular payment, as long as this does not result in you breaching the terms of this agreement or
failing to pay the minimum amounts you owe on each Plan.
Our Charges
We charge the following fees:

12 if you do not make your minimum payment on time.

12 if a cheque or Direct Debit is returned because there are insufficient funds to pay us.

12 if you exceed your credit limit.

12 if you are in arrears and we or our appointed collections agent sends you a letter about
your outstanding debt.

12 if you do not tell us of a change of contact details and we have to trace you.

5 if you ask to change your statement date.

5 if we provide, on request, an additional copy of a monthly statement.

The APR and Total Amount Payable

As an example, if you spend 1,200 on a Normal Plan and pay it off by making 12 equal monthly
payments, the total amount payable would be 1,403.31, and the APR would be 29.9%. This
assumes that no changes are made to the interest rate during the period that it is repaid.
Your right to withdraw
You have a right to withdraw from this agreement, without giving a reason, by contacting us at
Home Retail Group Card Services, Thynne Street, Bolton BL11 1AS or calling us on 0845 640
0700. The right to withdraw begins the day on which you receive your card and lasts for 14 days.
Once you have exercised your right to withdraw, you must repay the amount that you have
borrowed, plus any interest on it calculated up to the day you repay, within 30 days. You can ask us
to tell you how much interest will be payable each day until you repay us. You can repay us by
calling us with your debit card details, sending a cheque to the above address or by instructing your
bank to make a payment to us.

Further Conditions
1 Your Credit Limit
1.1 We will set a credit limit for your account and tell you what it is when we send you your Argos
Card. We may change your credit limit at any time and will let you know about any changes by
giving you 30 days' notice in accordance with Condition 9. You can ask us for a lower limit at any
time. You can also tell us that you do not want us to increase your limit, either in the future or in
relation to a specific increase we have told you we will be making.
1.2 You must not exceed your credit limit. If you do, a fee will be payable (see 'Our Charges' above)
and you must immediately repay us any amounts you have spent over your credit limit. We may
refuse a transaction if it would result in you exceeding your credit limit.
2 Your Account
2.1 If your Application is successful, we will open an account in your name and send you an Argos
Card.
2.2 You can ask us to also send a card to an additional cardholder who you tell us about, as long as
they are eligible for a card. You will be responsible for repaying us for any use of the card by an
additional cardholder, as if their Argos Card had been issued to and used by you. You can at any
time ask us to cancel any additional Argos Card but you remain responsible for its use until it is
returned to us and you have repaid all amounts you owe us in connection with its use. References
to a "cardholder" in this Agreement mean you and any additional cardholder.
2.3 We will charge to your account any amounts which you or any additional cardholder spend using
the Card or Card number on goods and services (transactions), and any other amounts you must
pay under this agreement. Transactions may be made in store, over the internet or over the
telephone. We will explain in advance how you and additional cardholders can authorise
transactions. In store, this will include signing a receipt at checkout. Online or over the telephone,
you will need to give your card number or your card number together with additional security details.
You will be responsible for all transactions which you or any additional cardholder authorise,
whatever the manner of such authorisation.
2.4 We may refuse to approve a transaction or block further transactions on your account if we
reasonably consider it necessary to protect the security of your card or account, to prevent fraud or
unauthorised use of your card or account, if we reasonably believe that there is a significantly
increased risk that you will be unable to repay us, or if we are required to do so by law, a court or
regulator or another duty which applies to us. If we refuse to approve a transaction or block further
transactions, you can call 0845 640 0700 to find out why and to request that we unblock your Card.
2.5 Where interest is charged, it will be calculated on a daily basis from the date of the transaction
until you repay us, and will be added to the account each month on the statement date. This means
you may pay interest on interest (this will not apply in relation to interest on default charges).
Interest will be charged before and after any court judgment.
Up to 14 June 2014, the following clause will apply
2.6 When you make a payment, we will credit it to the account on the day we receive cleared funds
but it may then take up to 14 days before the payment increases the amount of credit you have
available to spend.
From 14 June 2014, the following clause will apply
2.6 When you make a payment, we will credit it to the account on the day we receive cleared funds.
2.7 If the individual cost of any item of goods or services that you pay for using your Card is more
than 100 but not more than 30,000, then you may have a claim against us if the item or service is
not supplied, only supplied in part (if relevant), unsatisfactory, or does not match the description
given by the supplier.
2.8 As a concession to you, we may at any time allow you not to make the minimum monthly
payments during a "payment holiday". If we do this, interest will continue to accrue on the amount
you owe us during this period but we will not charge you a fee for missing your monthly payment.
This does not affect your right to make payments of any amount you wish during that period.
2.9
It will normally be clear how much you are paying when you use your card. However, you
can ask us to refund a purchase if the following conditions are met:

(a)
you did not agree the exact amount to be paid at the retailer when you authorised the
transaction;
(b)
the amount charged to your account exceeded the amount you could reasonably have
expected in the circumstances; and
(c)
you request the refund within eight weeks of us adding the transaction to your account.
We will ask you to provide information that we reasonably need to find out whether you are entitled
to the refund.
2.10 As the Argos Card is a lending product, it is not intended to be in credit. If your account is in
credit, we will tell you and then send you reminders to clear it. These may be in your statements or
in other communications we send you. You can clear the credit balance by making purchases with
the Card or you can call us on 0845 640 0700 to arrange a payment to you. If your account remains
in credit for a continuous period of 12 months, we will charge you a fee of 10 (or the full credit
balance if less than 10) on that date and on the same date in each subsequent year that the
account remains in credit
3 The Argos Card
3.1 We may send cardholders a different design of the Argos Card from the one they asked for. We
may replace a card, including with a card which can be accepted at additional retailers as part of a
card scheme, and change your account number at any time if we give you reasonable notice.
3.2 Cards may only be used by the person named on them. Cardholders must sign their card as
soon as they receive it and follow any reasonable instructions we give about using the card and
keeping it safe.
3.3 The Argos Card will be valid for 3 years from the month of your entering into this agreement with
us (unless this agreement ends before then). Cardholders must only use their card whilst it is valid.
3.4 If a cardholder does not use a card for a period (determined at our discretion) we may choose
not to issue a replacement when it expires and we can ask for it to be returned, or ask others to hold
on to it for us at any time.
3.5 The Argos Card remains our property and can be recalled by us at any time.
3.6 We will not be liable if any shop or other outlet refuses to accept the Card for any reason.
4 Your Account Plans
4.1 We may offer you additional Special Plans from time to time and will provide you with the details
of how these Special Plans operate when we offer them to you.
4.2 Promotions on the Interest Free Plan and Fixed Payment Plan may come to an end early if you
miss a payment (see condition 7.3).
4.3 If you pay more than the minimum payment due on a Fixed Payment Plan, the remaining
minimum payments will remain the same but the length of the Fixed Payment Plan period and/or the
final minimum payment due on the Fixed Payment Plan will be reduced as a result of the
overpayment.
4.4 For all Special Plans, if you have not paid off the transaction in full at the end of the period
specified for the Special Plan, the balance will, unless we offer you an alternative Special Plan, be
transferred to the Normal Plan.
4.5 For all Special Plans other than the Interest Free Plan and the Fixed Payment Plan, we will
remind you at least 1 month before the end of the relevant Option Period that the Special Plan is
coming to an end. Where relevant, we will also tell you the amount you have to pay, and the date by
which payment must reach us, so that no interest is payable under the Special Plan.
4.6 Transactions on Special Plans form part of the total balance shown on your statement. If you
repay by Direct Debit, and select "full repayment" rather than "minimum repayment", this balance
will be cleared completely each month. In this case you will not be able to take advantage of the
option periods on offer. You can also arrange a fixed amount Direct Debit. To ask for either of these
options, call 0845 640 0700.
5 Loss or misuse of Argos Card
5.1 You must contact us immediately by telephone on 0845 640 0700 if you, or any additional
cardholder, lose your Argos Card or if it is stolen or can be misused. You will need to give us your

Argos Card account number. You must confirm your conversation with us in writing within 7 days.
Our address is Argos Card Services, Thynne Street, Bolton BL11 1AS. We will provide a
replacement card as soon as possible after receiving your call.
5.2 You will not be liable for more than 50 of our loss which arises from any use of the Argos Card
by any unauthorised person. However you will be liable without limit for any loss we suffer from use
of the Argos Card by anyone who acquired possession of it with your consent.
5.3 Without asking you or any additional cardholder, we may give the appropriate authorities any
information we consider relevant about the loss, theft or misuse of an Argos Card. If a cardholder
finds their Argos Card after reporting it stolen or misused, they must cut it in half across the
magnetic strip, and return it to us if we ask them to.
6 Statements
6.1 We will normally send you a statement each month showing the payments you have made and
all amounts charged to your account since the last statement and the balance on your account at
the date of the statement.
6.2 We will not send a monthly statement where there has been no activity on your account during
that month. This includes where your balance consists entirely of a Special Plan or Plans under
which no payment is currently due and no interest is being charged, unless the Special Plan will
become due for payment in the subsequent month.
6.3 You can change your statement date by asking us. There is a 5 charge for this service. You
can also ask us to send you a copy statement. There is a 5 charge for this service.
6.4 If you do not agree with any transaction on your statement you must tell us within 120 days of
the transaction date shown on your statement.
7 Breaking this agreement
7.1 In addition to the charges listed in the 'Our Charges' section above, if you or an additional
cardholder break this agreement, we will charge you for any other reasonable losses or costs we
have to pay as a result.
7.2 If you fail to pay us any sum which has become due, or break this agreement in any other way,
or if you die or become bankrupt, we may end this agreement and ask you or your trustee or
executor to pay the full amount you owe, after we have sent you any notice which the law requires.
Your credit records may also be affected in a way that makes it more difficult or expensive to get
further credit, and you may face legal action to recover what you owe.
7.3 If you fail to pay your minimum monthly payment or any payment you make is not enough to pay
off the minimum payment due on an Interest Free Plan or a Fixed Payment Plan, the outstanding
balance of that Plan will immediately become payable in full.
8. Correspondence and change of details
8.1 Unless you ask us not to, we will send you any correspondence about your account, including
your monthly statements and any notices we are required to give you, by e-mail to the email
address you give us. Unless you ask us not to, we may also send alerts and other communications
by text message to the mobile phone number you give us.
8.2 You must write and tell us at once if you or any additional cardholder change your or their name,
or you change your address or contact details (including your email address), or if you make your
payments to us by Direct Debit and you change the bank or building society from which you make
your payments.
9 Changes to this agreement
9.1 We may change the interest rate or the charges and add new charges to take account of
changes in the cost of providing this service to you or to reflect the cost of any system or product
development.
9.2 We may change and add to the other terms of this agreement to respond to changes or
predicted changes in legal or other regulatory requirements or to reflect new industry guidance or
codes.

9.3 We may also change and add to the terms of this agreement (including the interest rate or the
charges) for any other reason as long as we give you notice in accordance with Condition 9.4.
9.4 We will give you at least 30 days' advance personal notice of all changes, unless the change is
to your advantage, in which case we will give you personal notice but may make the change more
quickly. At any time during the 60 days after we notify you of the change, you may end this
agreement without any charge and without giving us advance notice. If the proposed change was an
increase to the interest rate and you tell us within 60 days that you want to close the account, the
existing rate will continue to apply but you must repay us within a reasonable period.
10 Termination
10.1 This agreement has no fixed duration and will continue until either we or you close your
account.
10.2 You may end this agreement at any time without charge by giving not less than 7 days' notice
in writing to us. Except where we end the agreement immediately under Condition 7.2, we will give
you at least two months' notice in writing before we end this agreement.
10.3 If we or you end this agreement you must send us your Argos Card, and the Argos Card of any
additional cardholder, cut in half across the magnetic strip along with your notice of termination. You
must continue to make your monthly payments until you have repaid all amounts you owe us,
including all amounts we have not yet put on the account.
11 Our rights of set-off
If we owe you any money we will be entitled to set-off the sum we owe you against any debt you
owe us under this agreement.
12 Relaxing terms of agreement
If we allow you more time to make a payment or otherwise choose not to exercise any rights we
have under this agreement, this will not affect our strict legal rights under this agreement.
13 Date of Agreement
This agreement will only become binding on us when it is signed on our behalf.
14 Assignment
14.1.We may transfer to any person any or all of our rights and duties under this agreement
(including our duty to lend to you). This means that we can pass on our rights and duties to another
financial services provider, such as a bank or other credit card provider, who may take over the
running of your account. They might then issue you with a different credit card design or even send
you a different type of credit card - a Visa or MasterCard for example. However, you always have
the right to terminate this agreement (see Condition 10 above).
14.2 References in this agreement to "we", "us" or "our" include any organisation which takes over
the benefits and duties under this agreement.
15 Additional Benefits
We may from time to time at our discretion offer cardholders additional benefits and services and
may withdraw any of these they have chosen after giving them reasonable written notice. Any such
benefits and services will not form part of this agreement.
16 General
16.1 We shall not be liable if we are unable to perform our obligations under this agreement due
(directly or indirectly) to the failure of any machine, data processing system or transmission link or
anything outside our control. If we are unable to produce or send a statement, your liability for
interest and charges shall nevertheless continue.
16.2 If any of these conditions or a part of them becomes invalid because it is found to be unfair,
unenforceable or for any other reason, the other conditions or the remaining parts of them will
remain fully valid.

16.3 This agreement is governed by the Laws of England and is subject to the non-exclusive
jurisdiction of the English courts.
The Office of Fair Trading, Fleetbank House, 26 Salisbury Square, London, EC4Y 8JX is the
regulating authority of consumer credit agreements.
From 1st April 2014, we will be authorised and regulated by the Financial Conduct Authority, 25 The
North Colonnade, Canary Wharf, London, EH14 5HS

Use of your Personal Information

Home Retail Group Card Services Limited is a company which is incorporated in England and is a
member of the Home Retail Group (the Group). The Group also includes Argos Limited (Argos),
Home Retail Group Insurance Services Limited, ARG Personal Loans Limited, Homebase Limited
and their associated companies from time to time. A list is available upon request from The Data
Protection Compliance Officer, Argos Card, 489-499 Avebury Boulevard, Central Milton Keynes
MK9 2NW. References in this Use of your Personal Information section to we or us are
references to the Group.
When you apply, well search your record at a credit reference agency or agencies. They will supply
us with credit information and details taken from the Electoral Register. Credit scoring methods may
be used to assess this application and verify your identity. Credit searches and other information
which is provided to us and/or the credit reference agencies, about you and those who you are
financially linked with, may be used by us and other companies if credit decisions are made about
you, or other members of your household. This information may also be used for debt tracing and
the prevention of money laundering as well as the management of your account. Information held
about you by the credit reference agencies may already be linked to records relating to one or more
of those with whom you are or have been financially linked or associated. For the purposes of this
application you may be treated as financially linked and your application will be assessed with
reference to any associated records. If you refer to another person in your application, then you
are also declaring that you are entitled to disclose information about them and have obtained their
permission. You and anyone else you have a financial link with, understand that each others
information will be taken into account in all future applications by either or both of you. This linking
will continue until one of you successfully files a disassociation at the credit reference agencies.
Even if your application goes no further, the credit reference agencies will add details of this search
and your application to your record. Well also add details of your agreement with us, as well as
ongoing details of your account and how you manage it. If you dont repay on time, or in full, we may
tell the credit reference agencies, wholl record details of the debt. All this information will be seen
by other organisations carrying out later searches.
If during the application process you provide your bank account details, a debit card or credit card
then we may undertake further checks on this information to determine that these are correct and
belong to you. We presume that this information provided by you will be used to make future
payments on the storecard if you are successful in your application. You retain the right to
determine how you make any future payments.
Well check your details with a fraud prevention agency or agencies and if you give us false or
inaccurate information and we identify fraud, well record this with them. Law enforcement agencies
may access and use this information. We and other organisations may access and use this
information to help make decisions about credit and related services, or considering insurance
proposals and claims for you and members of your household. We and other organisations may use
it to trace debtors, recover debt, prevent fraud, manage your accounts or insurance policies and to
check your identity to prevent money laundering, unless you give us other satisfactory proof of
identity. It may also be used when checking the details of job applicants and employees.
We and other organisations may access and use from other countries the information recorded by
fraud prevention agencies. We, the credit reference agencies and the fraud prevention agencies
may also use and search these records for statistical analysis about credit insurance and fraud. We

may occasionally search our records and those of credit and fraud prevention agencies so we can
manage your account and take further decisions about credit.
We may use automated decision making systems when assessing you for credit and for fraud
prevention. We will also use your personal information so that we can fulfil our agreement with you.
This includes administering any accounts, processing and obtaining payment, preventing or
detecting fraud, or running any prize draws or competitions that you may enter. If you choose
insurance along with your Card, we will pass your details to the insurer who will also use them to
administer your policy. We may also give information about you to other companies and
organisations so that they can run prize draws or competitions, or pass your details to our agents
and employees to do any of the above things for us. In addition, we can hand over information about
you to anyone to whom we transfer our rights and duties under our agreement with you, to the
Financial Conduct Authority or relevant regulator if they require it, or to anyone else if we have a
duty to do so and the law allows us to do it. Your shopping preferences, personal details and
Storecard account history may also be analysed as part of our marketing programme to help us
provide you with details of products, offers and services
. This might help us to automatically select and tailor products, services or special discounts that we
think youll be interested to hear about. We may contact you by mail, telephone, e-mail, text
message or otherwise, to let you know about these offers - some of which may come from
companies and organisations outside the Group. We may also give your details to other companies
or organisations to use in the same way for their marketing. However, we dont want you to be
contacted with these kinds of offers and information unless youre happy to receive them and you
can indicate this accordingly in the your signature section of the application form.
We may also monitor or record your telephone conversation with us to ensure consistent service
levels, to prevent or detect fraud, and for training purposes. In carrying out any of these activities,
we may transfer data outside the European Economic Area to countries which may not necessarily
give you the same level of protection in the use of your personal information.
You have a right to see the personal information we hold about you. You will need to request this in
writing from the Data Protection Compliance Officer, and pay a fee before we send it to you.
If any of your details are incorrect, please let us know and we will correct them. Credit is provided by
Home Retail Group Card Services Limited, Thynne Street, Bolton BL11 1AS.
If you want to receive details of those fraud prevention agencies from whom we obtain and with
whom we record information about you, then write to The Fraud Manager, Home Retail Group
Card Services Limited, Thynne Street, Bolton BL11 1BB. You have a legal right to these details.

Our Customer Satisfaction Procedure

Home Retail Group Card Services Limited, trading as Argos Card Services, is a member of the
Finance and Leasing Association (FLA) and follows the Lending Code. If you ever have any
questions or queries about your account, please call Argos Card Services on 0845 640 0700 or
write to us at Thynne Street, Bolton BL11 1AS. Well do our best to answer your enquiry straight
away.
We aim to deliver the highest standards of customer service but if for some reason we should fail to
do so you can ask us to investigate the matter. If you complain directly to us, we will aim to conclude

within 24 hours of receiving your complaint but if we are unable to do so then we will write to you
within five working days to let you know who is reviewing it and when you can expect a reply.
If we have been unable to conclude your complaint four weeks after we received it, we will write to
let you know what is causing the delay and when you can expect a conclusion. In the unlikely event
that we have been unable to conclude within eight weeks of receipt we will again write to you
explaining the delay. When we conclude our investigation we will write to you explaining our
findings. If at that point you remain dissatisfied with our findings we will also let you know how you
can ask for a senior manager to review our findings.
If we are unable to resolve your complaint internally to your satisfaction, you may be able to refer it
to the Financial Ombudsman Service in writing at South Quay Plaza, 183 Marsh Wall, London E14
9SR or by calling 0845 080 1800 or emailing complaint.info@financial-ombudsman.org.uk. You may
be able to refer your complaint to the Finance & Leasing Association, and we will let you know if this
is the case.

THE DIRECT DEBIT GUARANTEE

This Guarantee is offered by all banks and building societies that accept instructions to pay
Direct Debits

If there are any changes to the amount, date or frequency of your Direct Debit Home Retail
Group Card Services Ltd will notify you 14 working days in advance of your account being
debited or as otherwise agreed. If you request to collect a payment, confirmation of the amount
and date will be given to you at the time of the request.

If an error is made in the payment of your Direct Debit, by Home Retail Group Card Services Ltd
or your bank or building society you are entitled to a full and immediate refund of the amount
paid from your bank or building society
- If you receive a refund you are not entitled to, you must pay it back when Home Retail Group
Card Services Ltd asks you to

You can cancel a Direct Debit at any time by simply contacting your bank or building society.
Written confirmation may be required. Please also notify us.