Frequently Asked Questions

About Creation

  1. Who is Creation?
  2. How can I contact Creation?
  3. Why is Creation on my bank statement?

1. Who is Creation?

Creation is made up of Creation Financial Services, Creation Consumer Finance and Sygma Bank UK.

Between these three companies, Creation issues Credit Cards, Store Cards, Personal Loans and Retail Finance to direct customers, and through well-known high street retailers. Take a look a just a few of the partners that Creation work with.

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2. How can I contact Creation?

There are many ways to contact Creation. Visit the contact us page to find out more.

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3. Why is Creation on my bank statement?

Creation provides finance products for many well-known high street retailers, insurance brokers, motor finance companies and home improvements organisations. If you have made a purchase from such a retailer and have chosen to pay for your goods on finance, Creation may well be the provider of that Finance.

Creation will appear on your bank statement in relation to your regular finance payment amount. It can be confusing as you are likely to remember the retailer that you purchased through, rather than Creation who are providing your finance.

To find out what agreement you have with us, please locate the reference number next to the amount on your statement, and either call us on 0871 664 6500, or email us at customerenquiries@creation.co.uk, quoting this reference number.

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Credit Cards

Your Account

  1. What are your opening hours?
  2. Have I been sent the right Creation card?
  3. How do I activate my card?
  4. My card is damaged, how do I replace it?
  5. My card has expired and I have not received a new one as yet. What should I do?
  6. Can I use my card when I am abroad?
  7. If I am due to go on holiday, should I advise you where and when I am going?
  8. If I need to contact you from abroad, what number do I need to call?
  9. When I use my credit card abroad will I incur any charges for doing so?
  10. How do I close or cancel my account?
  11. How do I know my account is closed when cancelled?

1. What are your opening hours?

Our UK-based call centre is open:

  • Monday to Friday, 8.30am - 9.00pm
  • Saturdays, 8.30am - 7.30pm
  • Sundays, 10.00am - 6.00pm

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2. Have I been sent the right Creation card?

At Creation, we've recently redesigned our suite of Creation cards, so you may have received a Creation card that looks different to the one shown when you applied, or one you’ve had previously. With our green Creation purchase card and silver Creation cashback card there's a Creation card to suit everyone. Please be assured that all the great offers and benefits of the card that you applied for are exactly the same, as are all the terms and conditions.

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3. How do I activate my card?

Activating your new card is easy, just call us on 0871 376 9243 and follow the instructions.

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4. My card is damaged, how do I replace it?

Give us a call using the number on the back of your card and we'll issue you with a replacement card. Your new card will be delivered within 7-10 working days.

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5. My card has expired and I have not received a new one as yet. What should I do?

Please call us on the number on the back of your card and we'll arrange for a new card to be sent.

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6. Can I use my card when I am abroad?

Yes if you have a credit card account with us.

Your MasterCard can be used in over 33 million locations worldwide, wherever the MasterCard symbol is displayed.

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7. If I am due to go on holiday, should I advise you where and when I am going?

Yes, it is always good to do so. We can then prevent your card from being unnecessarily declined when spending abroad.

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8. If I need to contact you from abroad, what number do I need to call?

If you need to call us from overseas the number is +44 121 712 6939.

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9. When I use my credit card abroad will I incur any charges for doing so?

There is a 2.99% foreign conversion charge per transaction. For all our Credit Cards except our Everyday Credit Card that has no fee.

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10. How do I close or cancel my account?

To close or cancel your account with us, please call us on the number on the back of your card.

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11. How do I know my account is closed when cancelled?

You may request confirmation in writing that your account has been closed.

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Your Statement

  1. When will I receive my first statement?
  2. How do I print or download my statement from online servicing?
  3. How can I view recent transactions on my account on online servicing?
  4. Are pending transactions included in my current balance amount?
  5. Can I register more than one card account under one username on online servicing?
  6. Why is my recent payment not showing on my account?
  7. Why have I received an over limit fee charge?
  8. Can I cancel a purchase on my account?
  9. How long does it take for a refund to reach my account?
  10. How long does it take for a purchase to show on my account?
  11. There is a transaction showing that I do not recognise, what should I do?
  12. I need to dispute a transaction, what do I do?
  13. I have a promotional 0% offer on balance transfers so why have I been charged interest on other transactions made even though they were paid on time?

1. When will I receive my first statement?

You will usually receive your first statement within 51 days of your first purchase on the card.

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2. How do I print or download my statement from online servicing?

Go to View Statement within MyAccount and select the ‘print transaction’ icon at the top right hand corner of the page.

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3. How can I view recent transactions on my account on online servicing?

Select View statement within MyAccount and choose the option for 'Current Statement'.

Please note it can take up to 5 days from the date of purchase for transactions to show online

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4. Are pending transactions included in my current balance amount?

No, any pending transactions will only appear on your balance once they have been applied to your statement

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5. Can I register more than one card account under one username on online servicing?

For security reasons, we can only allow one card account to be registered under one username.

You are however able to have multiple usernames if you have more than one card account with us.

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6. Why is my recent payment not showing on my account?

Please check the funds have left the account you paid from.

If they have, please contact us on the number on the back of your card and we’ll investigate further for you.

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7. Why have I received an over limit fee charge?

Over limit fees are charged should you take your balance over your agreed limit.

Please note this will take place for any transaction that takes you over your limit.

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8. Can I cancel a purchase on my account?

We are not able to cancel a purchase on your account. You would need to contact the company where the purchase was made to do so.

If they are unable to cancel a transaction then a dispute can be logged with us to investigate (providing the transaction has displayed on your statement). To raise a dispute please call us on the number on the back of your card.

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9. How long does it take for a refund to reach my account?

A refund usually reaches us within 7-10 working days. In some cases this may take longer depending on the individual refund policy of the company purchased from.

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10. How long does it take for a purchase to show on my account?

Transactions usually take up to 5 working days to appear on your account.

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11. There is a transaction showing that I do not recognise, what should I do?

You may not recognise the transaction as companies do sometimes have different trading names.

If however you do not believe that a transaction was made by yourself or an additional cardholder, please write to us so we can investigate using the statement query form on the reverse of your paper statement or email us via the Contact Us page within MyAccount.

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12. I need to dispute a transaction, what do I do?

We need to receive any transaction disputes in writing from you. You can either use the form on the back of your paper statement, or email us via the Contact Us page within MyAccount.

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13. I have a promotional 0% offer on balance transfers so why have I been charged interest on other transactions made even though they were paid on time?

Your terms and conditions state that in order to receive up to 50 days interest free on new purchases you must clear your statemented balance in full every month by your payment due date, this includes the 0% Balance Transfer. If you do not clear your full balance every month interest is applicable on any purchases made within that statement period and you do not receive any interest free days. Please be aware that you are only paying interest on the purchases you have made and not on the Balance Transfer you have on 0%.

Your promotional 0% Balance Transfer amount will remain interest free until the end of the promotional period (unless you break the terms of your credit card agreement) when it will revert to the standard purchase rate. This is stated in your terms and conditions.

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Payments

  1. Where can I see when my next payment is due?
  2. Can I change the date my payment is due?
  3. Why have I received a late payment fee?
  4. How can do I avoid a late payment fee?
  5. What does the 'You Have Failed to Make a Minimum Payment' message mean?
  6. Why have I received a returned payment / failed Direct Debit fee?
  7. How do I set up a Direct Debit?
  8. Can I amend or cancel my Direct Debit online?
  9. Am I able to set up a standing order to make payments to my account?
  10. Can I make a payment using my debit card?
  11. How do I pay my account using my bank's Telephone Banking?
  12. How do I pay my account at a bank?
  13. Can I make a payment to my account by post?
  14. Can I post-date a cheque?
  15. How can I make a payment in the event of a postal delay?
  16. How do I make a payment from abroad?
  17. What happens if I cannot make my minimum payment?
  18. Can I transfer money to my bank account?
  19. What do I do if a payment I have made goes missing?
  20. My account is in credit. How do I get these funds returned to my current account?
  21. I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?
  22. What do I need to quote as a reference when making payments?

1. Where can I see when my next payment is due?

Simply click on Your Account when you are logged into your online servicing account to see your payment due date, it is under the ‘Your next statement’ section.

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2. Can I change the date my payment is due?

Unfortunately the date your payment is due cannot be changed.

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3. Why have I received a late payment fee?

A late payment fee is applied when we receive payment after the due date or if it was for an amount lower than the minimum amount required.

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4. How can do I avoid a late payment fee?

You need to ensure that you have allowed sufficient time for your payment to reach us.

Please note: cheque payments can take up to 14 working days and debit card can take 3-5 working days. Bank holidays are not counted as a working day.

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5. What does the 'You Have Failed to Make a Minimum Payment' message mean?

This means that the payment you have made to your account was lower than the minimum payment amount required.

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6. Why have I received a returned payment / failed Direct Debit fee?

This may be because you had insufficient funds available to make the payment or Direct Debit. Please refer to your bank for further information.

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7. How do I set up a Direct Debit?

You can set up a Direct Debit online via the Direct Debit page within MyAccount, please follow the instructions.

If you would like to set up a Direct Debit from a joint account, please call us on the number on the back of your card.

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8. Can I amend or cancel my Direct Debit online?

If you wish to amend or cancel an existing Direct Debit please call us on the number on the back of your card.

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9. Am I able to set up a standing order to make payments to my account?

Yes, to set up a standing order you will need to quote the 16 digit number on your card as your reference along with our Sort Code and Account Number

  • To pay your MasterCard account quote: Sort code: 40-02-50 and Account number: 71236466.
  • To pay your storecard account quote: Sort code : 30-00-00 and Account number: 00242675

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10. Can I make a payment using my debit card?

Yes, to do so, go to the Debit card payment page and follow the instructions.

Please note we can only take payment by Debit Card, Credit Cards are not accepted as a payment method.

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11. How do I pay my account using my bank's Telephone Banking?

You can make a payment to us via your Telephone Banking by quoting your 16 digit card number (starting 5299)  as your reference along with our Sort Code and Account Number:

  • To pay your MasterCard account quote: Sort code: 40-02-50 and Account number: 71236466.
  • To pay your storecard account quote: Sort code : 30-00-00 and Account number: 0024267
  • Allow five working days for payments to reach us.

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12. How do I pay my account at a bank?

You will need to complete the Giro slip at the bottom of your printed statement and take this into your own bank or any HSBC branch to make a payment. A fee may be charged if you use another bank. Allow five working days for payments to reach us.

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13. Can I make a payment to my account by post?

Yes, to do so, please post us a cheque to Payments, Sygma Bank UK, Providence Row, Durham DH1 1RR.  DO NOT SEND CASH. You'll need to write your 16 digit card number (starting 5299) on the reverse of the cheque.

  • To pay your MasterCard account, make the cheque payable to SYGMA BANK UK LTD
  • To pay your storecard account, make the cheque payable to Creation Financial Services Ltd
  • Please allow seven working days for payments to reach your account.

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14. Can I post-date a cheque?

Yes, but ensure that you send it to us allowing 14 working days to reach your account.

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15. How can I make a payment in the event of a postal delay?

To ensure that your payments reach us in time, we would recommend that you make a payment to us either via our online servicing site or by your bank's internet or telephone banking.

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16. How do I make a payment from abroad?

To ensure that you payments reach us in time, we would recommend that you make a payment to us either via our online servicing site or by your bank's internet or telephone banking.

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17. What happens if I cannot make my minimum payment?

Failure to pay by the due date will likely result in fees being charged to your account. This will affect your credit file. If you are experiencing difficulties making a payment and wish to look at setting up a payment plan arrangement you can do so by calling 0844 844 0535.

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18. Can I transfer money to my bank account?

To transfer money to your bank account from your card account, you need to request a Cash Advance.

Please call us on the number on the back of your card and we can look into this for you.

Please note this is subject to account status.

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19. What do I do if a payment I have made goes missing?

Please call us using the number on the back of your card. We will need to have full details of the payment in order to investigate.

Please note we can only investigate a payment that has actually been debited from your bank account and not received into your card account.

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20. My account is in credit. How do I get these funds returned to my current account?

To request a refund of your credit balance, please call us using the number on the back of your card.

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21. I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?

No, we are unable to split payments across more than one agreement or account. Where you are paying by any other payment method other than direct debit please ensure that you make separate payments for each account you hold with us quoting your full card number or agreement number.

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22. What do I need to quote as a reference when making payments?

Please quote your full card number or agreement number when making payments for where you would like the payment allocated.

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Additional Services

  1. What promotional offers are available on my account?
  2. How do I request an increase to my credit limit?
  3. How do I know if my request to increase my credit limit has been successful?
  4. My credit limit increase request was declined, can I apply again?
  5. How do I reduce my credit limit?
  6. Can I transfer a balance today?
  7. How much can I balance transfer?
  8. What rate do I pay for a balance transfer?
  9. Is there a fee for making a balance transfer?
  10. How much will I have to repay each month for a balance transfer?
  11. Can I stop a balance transfer after it has been requested?
  12. Can I use my card to withdraw cash?
  13. What is the maximum amount of cash I can withdraw each day?
  14. What if I do not have a PIN and want to withdraw cash?
  15. Can I withdraw cash on my card when I am abroad?
  16. What is a Cash Handling Fee?
  17. Can I have an additional cardholder on my account?
  18. How do I remove an additional cardholder from my account?
  19. Who do I contact if I would like to cancel my 3D insurance or Payment Cover Policy?
  20. How do I make a claim under my 3D Insurance or Payment Cover Policy?

1. What promotional offers are available on my account?

You will be sent details of promotions periodically within your statement by mail or via text, email or by phone (if you have signed up to be contacted by these means - if not please go to Change preferences).

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2. How do I request an increase to my credit limit?

A request to increase your credit limit can be made from 3 months after the date you opened your account. Click on Change credit limit from your statement page within MyAccount and follow the instructions.

In most cases this will result in a credit bureau verification check being conducted.

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3. How do I know if my request to increase my credit limit has been successful?

If your request has been successful, then your new credit limit will be shown on your next statement.

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4. My credit limit increase request was declined, can I apply again?

Yes of course. An increase to your credit limit can be requested every 4 months.

Please note: each request will be subject to a credit bureau verification check.

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5. How do I reduce my credit limit?

You can request a reduction to your credit limit by following the instructions on the Change credit limit page within MyAccount.

Please note: that once your credit limit has been reduced, we will not then be able to increase it for 4 months and not necessarily to its original limit.

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6. Can I transfer a balance today?

You can transfer a balance from another credit or store card in your name at any time.

Please note: until the transferred balance appears on your monthly statement you should continue to make payments to your other lender. Balance transfers are not permitted from existing credit card accounts and loans issued by Creation Financial Services Ltd, Creation Consumer Finance Ltd and credit card accounts issued by Sygma Bank UK.

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7. How much can I balance transfer?

As you’d expect, there is a limit to the amount that can be transferred at a promotional rate. The minimum amount is £50. The maximum amount will be up to 90% of your available credit limit. For example, if you have a credit limit of £1,000 and your current balance is £500, you can transfer £450. However, if your current balance is £0, you can transfer £900.

If you would like to transfer a balance larger than your current credit limit would allow, or want to ensure that you still have funds for new purchases, then call the customers services team on 0871 376 9236, and we’ll do our best to help.

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8. What rate do I pay for a balance transfer?

We regularly offer promotional rates to our existing customers. These can differ from month to month and could be for a fixed period of time, or until the transferred balance has been repaid in full.

The rate and period of any promotional offer can be found within the balance transfer terms and conditions relating to that particular offer.

You'll be charged interest (where it applies) at the promotional rate from the day the balance is transferred. If you're offered a rate for a fixed period of time, any balance remaining at the end of the period will revert to your standard rate.

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9. Is there a fee for making a balance transfer?

A fee of up to 5% (minimum fee £5) will be charged on the amount of each balance transfer, unless we tell you otherwise.

The specific fee is detailed in your credit agreement, unless we tell you otherwise. For our Everyday Credit Card there is no fee.

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10. How much will I have to repay each month for a balance transfer?

Your monthly statement will tell you the minimum amount you need to pay and the date that payment is due. You can then choose to pay either this amount - or more if you prefer.

We will allocate your payments to pay balances relating to higher Interest rates first. Where fees and charges are payable your payment will be allocated to the Interest rate applicable to these fees and charges, again relating to the higher Interest rate first.

See clause 7 of customer terms and conditions for full details.

Please remember that our promotional offers all have offer close dates, so to benefit from a specific rate make sure you apply before the offer end date. We reserve the right to refuse a balance transfer.

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11. Can I stop a balance transfer after it has been requested?

Unfortunately we are not able to stop a balance transfer once you have confirmed you want to proceed with it.

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12. Can I use my card to withdraw cash?

It depends. If you have a cash limit displayed on Your Statement page, then you are able to withdraw cash from any ATM Machine displaying either the LINK or MasterCard logos (up to £250 for Storecard holders and up to £300 per day, for MasterCard holders, up to your available credit limit).

Interest is payable from the date of the transaction and interest rates for cash withdrawals are usually higher.

Please note: there will be a Cash Handling Fee of up to 5% or £5 (whichever is greater) for doing so, for all our Credit Cards except our Everyday Credit Card that has no fee.

The specific fee is detailed in your credit agreement.

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13. What is the maximum amount of cash I can withdraw each day?

Storecard holders can withdraw up to £250 (up to your available credit limit) per day.

MasterCard holders can withdraw up to £300 (up to your available credit limit) per day.

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14. What if I do not have a PIN and want to withdraw cash?

Please check that you have a cash limit on Your Statement page. If you do and you don't have a PIN, please call us on 0871 376 9236 and we can request one for you.

Please note: they can take between 7-10 working days to be delivered.

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15. Can I withdraw cash on my card when I am abroad?

You can withdraw cash from wherever the MasterCard symbol is displayed, there will be a 2.99% foreign currency conversion charge and a Cash Handling Fee of up to 5% or £5 (whichever is greater).

The specific fee is detailed in your credit agreement.

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16. What is a Cash Handling Fee?

A Cash Handling Fee is charged for withdrawing cash from an ATM, requesting a cash transfer or a Cash Advance and for certain transactions that request cash from your account, such as gambling and mobile top ups.

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17. Can I have an additional cardholder on my account?

Yes, you can have one additional cardholder on your account. Click on the Add cardholder link from Your Statement page within MyAccount and follow the instructions.

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18. How do I remove an additional cardholder from my account?

Please call us on the number on the back of your card to remove an additional cardholder from your account.

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19. Who do I contact if I would like to cancel my 3D insurance or Payment Cover Policy?

To cancel your policy, please write to us at

Creation Financial Services Ltd,
Chadwick House, Blenheim Court,
Solihull
B91 2AA

and we will action your request.

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20. How do I make a claim under my 3D Insurance or Payment Cover Policy?

Please contact our partner, St Andrews Group on 0845 300 4637 to make a claim on your Policy.

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Your Details

  1. I have recently changed my name, how do I inform you?
  2. How do I change the address on my account?
  3. How can I change my email address?
  4. How can I change my telephone numbers?
  5. How can I change my memorable word?
  6. How can I change my Passcode?
  7. I have forgotten my PIN - can you help?
  8. Can I view my PIN online?
  9. Will my PIN be the same as an additional cardholder's PIN?
  10. Who has access to my account information via online servicing?

1. I have recently changed my name, how do I inform you?

In order for us to change the name on your account, we need you to send us the original document that confirms the change in name.

We recommend that this is sent via Recorded Delivery. (If you do not wish to send the original, then a certified copy can be accepted).

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2. How do I change the address on my account?

To change your address, go to the Change personal details page and follow the instructions.

Alternatively you can call us on the number on the back of your card or write to us at Creation Customer Services, Chadwick House, Blenheim Court, Warwick Road, Solihull B91 2AA.

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3. How can I change my email address?

To change your email address, go to the Change personal details page within MyAccount and follow the instructions.

Alternatively you can call us on the number on the back of your card to let us know.

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4. How can I change my telephone numbers?

To change your telephone numbers, go to the Change personal details page within MyAccount and follow the instructions.

Alternatively you can call us on the number on the back of your card to let us know.

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5. How can I change my memorable word?

You need to select the option to Change Memorable Word within MyAccount and follow the instructions.

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6. How can I change my Passcode?

You need to select the option to Change Passcode within MyAccount and follow the instructions.

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7. I have forgotten my PIN - can you help?

For security reasons we do not store Personal Identification Numbers (PIN) on file.

Should you require a reminder we can issue this within 7-10 working days. Please call us on the number on the back of your card to order a PIN reminder.

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8. Can I view my PIN online?

To protect your account we do not show Personal Identification Numbers (PIN) online.

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9. Will my PIN be the same as an additional cardholder's PIN?

No, for security reasons, both cardholders will have their own unique Personal Identification Number (PIN).

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10. Who has access to my account information via online servicing?

For security reasons, access to online servicing is restricted to the main cardholder on the account.

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Personal Loans

  1. Where do I send my completed agreement?
  2. How much can I borrow?
  3. How long can I borrow the money for?
  4. What can I borrow the money for?
  5. What does Representative APR mean?
  6. How do I apply for a Creation Loan?
  7. What information do I need to apply for a Creation Loan?
  8. What is credit scoring and how do you use it?
  9. Is there a fee for arranging my loan?
  10. How quickly will I receive a decision on my loan application?
  11. How secure is my online loan application?
  12. What happens if I want to repay my loan early?
  13. I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?
  14. What do I need to quote as a reference when making payments?

1. Where do I send my completed agreement?

Please read, sign, date and tick both copies of your Fixed Sum Loan Agreement in the highlighted areas before returning one copy to us at the following address:

Creation Consumer Finance Limited,
PO Box 14455,
Birmingham
B25 9ER.

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2. How much can I borrow?

Our loans are available from £1,000 to £20,000.

You can borrow between £1,000 - £20,000 over 1 to 5 years (12 to 60 months). 1 year term only applicable for loans under £5,000.

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3. How long can I borrow the money for?

You can repay your loan over 12 to 60 months (in 12 monthly intervals)

You can borrow between £1,000 - £20,000 over 1 to 5 years (12 to 60 months). 1 year term only applicable for loans under £5,000.

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4. What can I borrow the money for?

You can take out a loan for almost any reason including home improvements, buying a car, taking a holiday and a whole host of others.

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5. What does Representative APR mean?

The Representative APR (Annual Percentage Rate) is the interest rate we offer the majority of our customers who apply for a particular loan amount. We may offer a different APR based on your personal circumstances and the amount that you want to borrow.

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6. How do I apply for a Creation Loan?

You can apply online or call us on 0871 402 3419 and choose option 2.

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7. What information do I need to apply for a Creation Loan?

To complete your Creation loan application we'll need:

  • A form of identification
    • If you're a UK resident (excluding Northern Ireland) your passport, driving licence or a recent electricity bill
    • If you're resident in Northern Ireland your passport
  • A landline telephone number (if you don't have a home phone, this can be your broadband number)
  • Your residential history for the last three years (including postcode)
  • Your bank or building society current account details
  • Your credit or debit card details

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8. What is credit scoring and how do you use it?

Using the information you have provided, together with details from a Credit Reference Agency, we assess your application and give it a score. This score is then matched alongside our 'acceptance' score, which is based upon detailed analysis of our experience with previous applicants.

If your application reaches the 'acceptance' score, your application is accepted. If it does not reach this score, it is refused. Credit scoring evaluates the risks attached to an application. This doesn't mean that a refused applicant is a bad payer, but simply means that our acceptance requirements haven't been met.

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9. Is there a fee for arranging my loan?

No, there isn’t a fee to arrange your loan

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10. How quickly will I receive a decision on my loan application?

We will provide an approval decision instantly after you apply online or over the phone. However, there may be times when this isn't possible or we may need additional information from you.

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11. How secure is my online loan application?

You can rest assured that every online loan application is protected by the latest 128-bit encryption security software.

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12. What happens if I want to repay my loan early?

You can repay part or all of your loan early at any time.

If you repay part of your loan early, the monthly repayment amount will stay the same but the loan term will decrease. There will be no 'early settlement' fee charged. If you repay all of your loan early, there will be an ‘early settlement’ fee charged.

You can pay by

  • Bank Transfer
  • Pay Online
  • Over the Phone
  • Cheque Payment

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13. I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?

No, we are unable to split payments across more than one agreement or account. Where you are paying by any other payment method other than direct debit please ensure that you make separate payments for each account you hold with us quoting your full card number or agreement number.

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14. What do I need to quote as a reference when making payments?

Please quote your agreement number when making payments for where you would like the payment allocated.

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Loan and Finance Agreements

  1. I have a query how do I contact Creation Consumer Finance Limited?
  2. How can I pay?
  3. Can I pay more than my regular monthly repayment or pay additional amounts to reduce my account balance?
  4. I have a 'Buy Now Pay Later' Account, when do I have to settle the balance before incurring any interest charges?
  5. What are the card charges?
  6. What types of cards do we accept?
  7. How long should I allow for my payment to reach you?
  8. How I update my name / address / contact details?
  9. How do I change my Direct Debit details?
  10. I would like to change my password, how do I do this?
  11. My last payment is not showing, why?
  12. My payment was not accepted, why?
  13. How do I sign off?
  14. I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?
  15. What do I need to quote as a reference when making payments?

1. I have a query how do I contact Creation Consumer Finance Limited?

Email us on customerenquiries@creation.co.uk

Phone us on 0871 664 6500

Write to us at the below address

Creation Consumer Finance Limited
Chadwick House
Blenheim Court
Solihull
West Midlands
B91 2AA

Please ensure that you supply your Account Number and/or Agreement Number on any correspondence

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2. How can I pay?

Log onto www.creation.co.uk, register your details and login once you get your password via email. From here you can make payments, view information about your account, update your details and much more.

Call us on 0871 664 6500, and pay through our automated system

Bank Transfer - Transfer funds to us using our sort code and account number. Make sure you include your Creation account number and agreement number as reference on the transaction. Please allow five working days for the payment to reach us.

United Kingdom customers
Sort code: 30-00-02
Account number: 0132 4050

Republic of Ireland customers
Sort code: 90-00-17
Account number: 58626946

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3. Can I pay more than my regular monthly repayment or pay additional amounts to reduce my account balance?

You can increase the amount of your monthly payment or make additional payments at any time to reduce your account balance and shorten the term of your loan.

You will not incur any charges in doing this however we suggest you contact our Customer Services Centre before doing so, to discuss the options available to you.

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4. I have a 'Buy Now Pay Later' Account, when do I have to settle the balance before incurring any interest charges?

You will be sent a reminder letter before expiry of the “Special Offer Period” as stated on your credit agreement.

This letter will specify the balance on your account at that time and the amount needed to settle your account (including any settlement fee payable) before incurring any interest charges.

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5. What are the card charges?

  • Credit card – 4% fee of the amount you are paying
  • Debit card - £3 fee on top of what you are paying
  • No fees for Republic of Ireland card payment

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6. What types of cards do we accept?

UK

  • MasterCard credit card
  • MasterCard debit card
  • VISA debit card
  • VISA credit card
  • VISA Electron
  • Switch
  • Maestro
  • Solo

ROI

  • MasterCard credit card
  • VISA debit card
  • VISA credit card

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7. How long should I allow for my payment to reach you?

Payment Method

Days to reach us

Days to clear with us

Bank transfer

Up to 5 working days

5 working days

Cheque

3-4 working days to reach us

3 weeks to clear

Card payment online or over the phone

Funds cleared instantly

Funds cleared instantly

Standing order

Up to 5 working days

5 working days

Postal order

3-4 working days to reach us

3 weeks to clear

Bankers draft

3-4 working days to reach us

3 weeks to clear

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8. How do I update my name / address / contact details?

Log onto www.creation.co.uk, select My Account and follow the login instructions.

Click on the ‘Personal Details’ tab on the navigation bar, this will take you to a page where you can update your personal details – you do not have to complete all the fields, only those that you want to change. Once you have completed your changes and checked you are happy with them, click on the ‘Submit’ button.

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9. How do I change my Direct Debit details?

Log onto www.creation.co.uk, select My Account and follow the login instructions.

Click on the ‘Personal Details’ tab on the navigation bar, the fields you need to complete for your banking details are towards the bottom of the list. Once you have completed your changes and checked you are happy with them, click on the ‘Submit’ button.

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10. I would like to change my password, how do I do this?

To ensure the security of your details and the finance agreement(s) you hold with us, we are not able to allow any changes to your password.

If you forgot it, we can email it you as a reminder at any time – just click on ‘Forgot Password’ link on the main Log In page. We will email you within 2hrs of receipt of your request.

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11. My last payment is not showing, why?

Any payment that you have made towards a finance agreement you hold with us may take up to 48hrs to display on your Online Account Management. If it is still not showing after 48hrs, please email us via the email form on the Contact Us page.

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12. My payment was not accepted, why?

There are times when a payment has not been successfully processed when entered, this may be because the transaction was interrupted for some reason, perhaps your internet browser timed out before it had completed.

The first thing to try would be to log out of the Online Account Management site, sign in and try again. If this still doesn't work, either try again at a later stage or call us on 0871 664 6500.

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13. How do I sign off?

The sign off button is in the top right corner of the screen. Clicking on this will ensure your session is closed securely.

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14.  I have multiple accounts/agreements with you, is it possible to make one payment and have it distributed across these?

No, we are unable to split payments across more than one agreement or account. Where you are paying by any other payment method other than direct debit please ensure that you make separate payments for each account you hold with us quoting your full card number or agreement number.

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15. What do I need to quote as a reference when making payments?

Please quote your full card number or agreement number when making payments for where you would like the payment allocated.

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Managing my account online

  1. How do I register for online account managment?
  2. What services are available within My Account?
  3. What should I do if I’m having problems logging in to Online Banking?
  4. What do I do if I’ve lost or forgotten my Online Banking log-in details?

1. How do I register for online account management?

Manage your account online at any time with My Account. Simply visit the My Account page and click ‘register’.

You’ll find separate My Account registration pages for Store and Credit Cards, Personal Loans and Loan and Finance Agreements.

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2. What services are available within My Account?

Within My Account you can check your balance, make a payment to your account, request a change your direct debit and update your personal details.
Additionally, if you are Credit Card holder, you can request an increase or decrease to your credit limit, request a balance transfer and request an additional cardholder be added to your account.

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3. What should I do if I’m having problems logging in to Online Banking?

Please call our Customer Services teams on the following numbers:
For Credit Card - 0871 376 9236
For Personal Loans and Loan Agreements – 0871 664 6500

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4. What do I do if I’ve lost or forgotten my Online Banking log-in details?

If you have forgotten your log-in details, follow the links within the My Account log-in page. You will then be able to reset your log-in details or have a reminder of your details sent to you.

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Calls to 0871 numbers will not exceed 10p per minute (including VAT) from BT landlines. Cost of calls from other providers and mobile phones will vary. Please check with your phone provider. Calls may be monitored or recorded for the purposes of quality control.