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Money worries
Cost of living
We understand you may be affected by the rising cost of living and we’re here to help if you need us.You can find useful tools, calculators and guides to help you keep on top of your money here - moneyhelper.org.uk/en/money-troubles/cost-of-livingIf you need support with the repayments on your account, please get in touch by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.There are also a range of organisations that offer free, independent money guidance and debt advice:
StepChange
Debt advice and free debt management.
Call 0800 138 1111 or visit stepchange.org.
MoneyHelper
Information and tools to help manage your money.
Call 0800 011 3797 or visit moneyhelper.org.uk.
Gov websites
Various resources to support with cost of living, including benefits.
Visit gov.uk/cost-of-living.
National Debtline
Debt advice, including specialist advice for self-employed.
Call 0808 808 4000 or visit nationaldebtline.org.
Citizens Advice Bureau
Advice on finances, consumer rights, benefits and more.
Call 0808 223 1133 or visit your local Citizens Advice office.
PayPlan
Debt advice and tailored debt solutions.
Call 0800 316 1833 or visit payplan.com.
Turn2us
Advice on accessing benefits and improving financial security.
Visit turn2us.org.uk.
Shelter
Advice and support for people facing housing issues or homelessness.
Call 0300 330 1234 or visit shelter.org.uk.
StepChange
Debt advice and free debt management.
Call 0800 138 1111 or visit stepchange.org.
MoneyHelper
Information and tools to help manage your money.
Call 0800 011 3797 or visit moneyhelper.org.uk.
Gov websites
Various resources to support with cost of living, including benefits.
Visit gov.uk/cost-of-living.
National Debtline
Debt advice, including specialist advice for self-employed.
Call 0808 808 4000 or visit nationaldebtline.org.
Citizens Advice Bureau
Advice on finances, consumer rights, benefits and more.
Call 0808 223 1133 or visit your local Citizens Advice office.
PayPlan
Debt advice and tailored debt solutions.
Call 0800 316 1833 or visit payplan.com.
Turn2us
Advice on accessing benefits and improving financial security.
Visit turn2us.org.uk.
Shelter
Advice and support for people facing housing issues or homelessness.
Call 0300 330 1234 or visit shelter.org.uk.
Whatever your situation, losing your job can come as a significant financial shock. Aside from looking for a new role, managing your finances may become one of your top priorities during this time.
Please get in touch to make us aware of your situation, so we can provide you with the best support to help manage your account.
Get support to manage your finances
There are independent organisations that offer support and general guidance on managing your finances:
StepChange
Debt advice and free debt management.
Call 0800 138 1111 or visit stepchange.org.
Citizens Advice Bureau
Advice on finances, consumer rights, benefits and more.
Call 0808 223 1133 or visit your local Citizens Advice office.
National Debtline
Independent debt advice.
Call 0808 808 4000 or visit nationaldebtline.org.
More help and support
Depending on your situation, you might qualify for a redundancy package. Your employer should have a clear policy about redundancy. And if you've been working with them for at least two years, they must offer a fair redundancy plan. You can find out more on gov.uk.
If you have income protection cover, you may be able to make a claim with your provider.
Please get in touch to make us aware of your situation, so we can provide you with the best support to help manage your account.
Get support to manage your finances
There are independent organisations that offer support and general guidance on managing your finances:
StepChange
Debt advice and free debt management.
Call 0800 138 1111 or visit stepchange.org.
Citizens Advice Bureau
Advice on finances, consumer rights, benefits and more.
Call 0808 223 1133 or visit your local Citizens Advice office.
National Debtline
Independent debt advice.
Call 0808 808 4000 or visit nationaldebtline.org.
More help and support
Depending on your situation, you might qualify for a redundancy package. Your employer should have a clear policy about redundancy. And if you've been working with them for at least two years, they must offer a fair redundancy plan. You can find out more on gov.uk.
If you have income protection cover, you may be able to make a claim with your provider.
Help with repayments
If your account goes over your credit limit, please make a repayment to bring it back within the limit as soon as you can. This can help avoid additional fees and interest.
If you’re unable to make an additional payment, please let us know so we can understand your circumstances – getting in touch won’t impact your credit file.Visit the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.If your account remains over your credit limit:
If you’re unable to make an additional payment, please let us know so we can understand your circumstances – getting in touch won’t impact your credit file.Visit the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.If your account remains over your credit limit:
- You may be charged a £12 fee or additional interest
- You won't be able to use your account to make purchases until it’s back within your agreed credit limit
- StepChange - Debt advice and fee-free debt management
Call 0800 138 1111 or visit stepchange.org - Money Helper - Information and tools to help manage your money
Call 0800 011 3797 or visit moneyhelper.org.uk - National Debt Line - Debt advice, including specialist advice for self-employed
Call 0808 808 4000 or visit nationaldebtline.org - Citizens Advice - Advice on finances, consumer rights, benefits and more
Call 0808 223 1133 or visit your local Citizens Advice office
If you go over your agreed credit limit, you’ll need to make a repayment as soon as you can to bring your balance back under your limit.
If your balance stays over your credit limit:
• You may be charged a £12 fee for every month you’re over your limit, plus extra interest
• You won’t be able to use your card until your balance is under your credit limit again
• You’ll lose any promotional rates you had
• We may need to let the credit reference agencies know you’re over your limit, which could affect your credit score
We’re here to support you
If you’re struggling to make your payments, please chat with our friendly team in the Aqua Mastercard app. We can look at options for you.
We know that managing money isn’t always easy and sometimes extra help is needed. There are a range of organisations that offer free, independent money guidance and debt advice:
StepChange 0800 138 1111 Debt advice and fee-free debt management
Money Helper 0800 011 3797 Information and tools to help manage your money
Citizens Advice 0808 223 1133 Advice on finances, consumer rights, benefits and more
National Debt Line 0808 808 4000 Debt advice, including specialist advice for self employed
If your balance stays over your credit limit:
• You may be charged a £12 fee for every month you’re over your limit, plus extra interest
• You won’t be able to use your card until your balance is under your credit limit again
• You’ll lose any promotional rates you had
• We may need to let the credit reference agencies know you’re over your limit, which could affect your credit score
We’re here to support you
If you’re struggling to make your payments, please chat with our friendly team in the Aqua Mastercard app. We can look at options for you.
We know that managing money isn’t always easy and sometimes extra help is needed. There are a range of organisations that offer free, independent money guidance and debt advice:
StepChange 0800 138 1111 Debt advice and fee-free debt management
Money Helper 0800 011 3797 Information and tools to help manage your money
Citizens Advice 0808 223 1133 Advice on finances, consumer rights, benefits and more
National Debt Line 0808 808 4000 Debt advice, including specialist advice for self employed
Persistent Debt
Your account will be in Persistent Debt (as defined by the Financial Conduct Authority) if you’ve paid more in interest and fees than you’ve repaid towards the amount you’ve borrowed, over an 18-month period.
This usually happens when you pay the contractual minimum payment, or an amount close to it, each month.
If your account is in Persistent Debt, it may take longer to pay back what you owe and cost you more in interest and fees.
We’ll get in touch if your account is in or close to Persistent Debt. And we may ask you to pay a Boosted Payment or put your account on a PayDown Plan once you're in Persistent Debt.
If you'd like to reduce your balance quicker and avoid going further into Persistent Debt, you can pay a little more each month. Even a small amount will help – as long as it's affordable
This usually happens when you pay the contractual minimum payment, or an amount close to it, each month.
If your account is in Persistent Debt, it may take longer to pay back what you owe and cost you more in interest and fees.
We’ll get in touch if your account is in or close to Persistent Debt. And we may ask you to pay a Boosted Payment or put your account on a PayDown Plan once you're in Persistent Debt.
If you'd like to reduce your balance quicker and avoid going further into Persistent Debt, you can pay a little more each month. Even a small amount will help – as long as it's affordable
A PayDown Plan is set up to make sure your account doesn’t stay in Persistent Debt and to help you reduce your balance, so it can’t be cancelled.
If the amount isn't affordable, please get in touch with us by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager. We'll work with you to find another way forward
If the amount isn't affordable, please get in touch with us by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager. We'll work with you to find another way forward
If your account stays in Persistent Debt, we may move you onto a PayDown Plan to help you pay off your balance in a reasonable timeframe.
PayDown Plans are tailored based on your account and balance. If you're added to a plan, you’ll receive a letter explaining how much you need to pay and how the plan works.
What if I spend while on a PayDown Plan?
If you make purchases while on a PayDown Plan, your contractual minimum payment will include:
• Your PayDown Plan payment, plus
• Two times the interest and fees on anything not included in the plan
This helps make sure your overall balance keeps coming down and avoids slipping back into Persistent Debt.
PayDown Plans are tailored based on your account and balance. If you're added to a plan, you’ll receive a letter explaining how much you need to pay and how the plan works.
What if I spend while on a PayDown Plan?
If you make purchases while on a PayDown Plan, your contractual minimum payment will include:
• Your PayDown Plan payment, plus
• Two times the interest and fees on anything not included in the plan
This helps make sure your overall balance keeps coming down and avoids slipping back into Persistent Debt.
If you'd like to reduce your balance and avoid the risk of Persistent Debt, paying more than the minimum amount when you can helps. Even small extra payments are worthwhile, as long as they’re affordable.
You could also consider making a Boosted Payment. This is a higher repayment amount that helps you clear your balance faster and save on interest.
If you’re struggling to make repayments, please get in touch so we can understand your circumstances and give you tailored support.
You could also consider making a Boosted Payment. This is a higher repayment amount that helps you clear your balance faster and save on interest.
If you’re struggling to make repayments, please get in touch so we can understand your circumstances and give you tailored support.
Assisting someone with their money
To help someone manage their money, including their account with us, you’ll need legal permission to speak and make decisions for them. This usually comes in one of the following ways:
Being a Department for Work and Pensions (DWP) Appointee
People who need help with their benefits can appoint someone to help. An appointee is allowed to deal with their benefit payments and speak to the DWP on their behalf.
Holding Power of Attorney
Someone may choose you as a trusted person to manage their money or make decisions for them. This usually happens when they’re still able to decide.
Being awarded a Court of Protection Order
If someone can no longer make decisions and didn’t set up a Power of Attorney, the court can choose someone (called a deputy) to manage their finances.
Each option depends on the person's situation and how much help they need.
Being a Department for Work and Pensions (DWP) Appointee
People who need help with their benefits can appoint someone to help. An appointee is allowed to deal with their benefit payments and speak to the DWP on their behalf.
Holding Power of Attorney
Someone may choose you as a trusted person to manage their money or make decisions for them. This usually happens when they’re still able to decide.
Being awarded a Court of Protection Order
If someone can no longer make decisions and didn’t set up a Power of Attorney, the court can choose someone (called a deputy) to manage their finances.
Each option depends on the person's situation and how much help they need.
A DWP appointee is someone who helps manage a person's benefits if they can't do it themselves.
This might be because the person has a health condition or disability, or struggles to understand things like forms or money.
If you're a DWP Appointee for our customer, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
What does an appointee do?
As an appointee, you:
• Receive the person's benefit payments
• Use the money for their essential needs (eg food, bills, care)
• Handle DWP communications and forms
You're responsible for making sure the money is used appropriately and the person gets the support they need.
How do you become an appointee?
You apply through the DWP. They’ll usually meet with you (and the person needing help) to check it’s the right thing to do. If approved, you’ll officially be in charge of managing their benefits.
The government provides free, independent advice on how to set up a DWP appointee.
This might be because the person has a health condition or disability, or struggles to understand things like forms or money.
If you're a DWP Appointee for our customer, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
What does an appointee do?
As an appointee, you:
• Receive the person's benefit payments
• Use the money for their essential needs (eg food, bills, care)
• Handle DWP communications and forms
You're responsible for making sure the money is used appropriately and the person gets the support they need.
How do you become an appointee?
You apply through the DWP. They’ll usually meet with you (and the person needing help) to check it’s the right thing to do. If approved, you’ll officially be in charge of managing their benefits.
The government provides free, independent advice on how to set up a DWP appointee.
What is a Power of Attorney (POA)?
A Power of Attorney (POA) is like a safety net. It gives someone you trust the power to help with your money, health or life decisions if you can’t manage them yourself.
There are two main types of Lasting Power of Attorney (LPA) in the UK.
Property & Financial Affairs
Lets someone manage your money, pay bills, handle benefits or debts and buy/sell your home if needed.
Health & Welfare
Lets someone make medical decisions, choose where you live and speak for you in care settings.
It’s best to set up one or both types before anything happens. Once you lose the ability to make decisions, it may be too late — and your family might need to go to court to help you.
I already have or am a Power of Attorney, what do I do?
If you've appointed someone or you're an attorney, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
How do you set up a Power of Attorney?
You can find out more about how to complete this process by visiting gov.uk/power-of-attorney
A Power of Attorney (POA) is like a safety net. It gives someone you trust the power to help with your money, health or life decisions if you can’t manage them yourself.
There are two main types of Lasting Power of Attorney (LPA) in the UK.
Property & Financial Affairs
Lets someone manage your money, pay bills, handle benefits or debts and buy/sell your home if needed.
Health & Welfare
Lets someone make medical decisions, choose where you live and speak for you in care settings.
It’s best to set up one or both types before anything happens. Once you lose the ability to make decisions, it may be too late — and your family might need to go to court to help you.
I already have or am a Power of Attorney, what do I do?
If you've appointed someone or you're an attorney, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
How do you set up a Power of Attorney?
You can find out more about how to complete this process by visiting gov.uk/power-of-attorney
A Court of Protection order gives someone (called a deputy) legal permission to make decisions for another person who can’t do it themselves. This is usually because of a serious illness, brain injury, learning disability or dementia.
The court makes sure the person is protected and that whoever is helping them is doing the right thing.
Why would someone need this?
This type of order is needed when someone can’t manage their money, pay bills or make decisions about their health or care.
If they didn’t set up a Power of Attorney before they lost the ability to decide things for themselves, then a Court of Protection order is the only way someone else can legally step in and help.
You can find guidance on how to apply for a Court of Protection Order at gov.uk/become-deputy.
Letting us know you’re a deputy
If you've been appointed as a deputy for a/an Aqua customer, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
The court makes sure the person is protected and that whoever is helping them is doing the right thing.
Why would someone need this?
This type of order is needed when someone can’t manage their money, pay bills or make decisions about their health or care.
If they didn’t set up a Power of Attorney before they lost the ability to decide things for themselves, then a Court of Protection order is the only way someone else can legally step in and help.
You can find guidance on how to apply for a Court of Protection Order at gov.uk/become-deputy.
Letting us know you’re a deputy
If you've been appointed as a deputy for a/an Aqua customer, please send a copy of the document to:
NewDay
Leeds
PO Box 700
LS99 2BD
Bereavement Support
Bereavement is a personal experience and can affect people in different ways. If you need support with repayments during this time, please get in touch by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.
There are a range of organisations that offer free, independent advice and support:
gov.uk
Provides advice about financial support during bereavement. Visit gov.uk/browse/benefits/bereavement.
Probate Service
Guidance on dealing with probate and inheritance tax. Visit gov.uk/applying-for-probate.
Citizens Advice
Information and advice on bereavement and wills. Visit citizensadvice.org.uk.
Samaritans
24/7 listening service for anyone who needs to talk. Call 116 123, open 24 hours a day, seven days a week or visit samaritans.org.
Age UK
Offers bereavement support. Call 0800 678 1602 or visit ageuk.org.uk.
Cruse Bereavement Care
Offers bereavement support. Call 0808 808 1677 or visit cruse.org.uk.
There are a range of organisations that offer free, independent advice and support:
gov.uk
Provides advice about financial support during bereavement. Visit gov.uk/browse/benefits/bereavement.
Probate Service
Guidance on dealing with probate and inheritance tax. Visit gov.uk/applying-for-probate.
Citizens Advice
Information and advice on bereavement and wills. Visit citizensadvice.org.uk.
Samaritans
24/7 listening service for anyone who needs to talk. Call 116 123, open 24 hours a day, seven days a week or visit samaritans.org.
Age UK
Offers bereavement support. Call 0800 678 1602 or visit ageuk.org.uk.
Cruse Bereavement Care
Offers bereavement support. Call 0808 808 1677 or visit cruse.org.uk.
Separation
We recognise that the breakdown of a relationship can be challenging and may impact many areas of your life. If you need support with repayments or would like to remove an additional cardholder, please get in touch by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.
There are also a range of organisations that offer free, independent advice and support:
Relate
Provides support to help you navigate the difficulties you may be facing. Visit relate.org.uk.
gov.UK - Guide on Civil Partnerships, Marriages and Divorce
Visit gov.uk.
Gingerbread
Provides support and information for single parents. Visit gingerbread.org.uk.
Citizens Advice Bureau (CAB)
Offers advice and support for managing relationship difficulties. You can search for local CABs by entering your postcode or town/city on the main Citizens Advice website.
There are also a range of organisations that offer free, independent advice and support:
Relate
Provides support to help you navigate the difficulties you may be facing. Visit relate.org.uk.
gov.UK - Guide on Civil Partnerships, Marriages and Divorce
Visit gov.uk.
Gingerbread
Provides support and information for single parents. Visit gingerbread.org.uk.
Citizens Advice Bureau (CAB)
Offers advice and support for managing relationship difficulties. You can search for local CABs by entering your postcode or town/city on the main Citizens Advice website.
Supporting customers in prison
If you’re going to prison or you're supporting a Aqua customer in prison, we understand that this can be a difficult time.
If you're going to prison
You can let us know in your Aqua Mastercard app or in the Aqua Mastercard app. With your consent, we'll record that you’re going to prison and that it might not be easy for us to get in touch.
Please provide us with details of the prison and your release date, if known. Our advisers will let you know the next steps.
If you're supporting our customer in prison
Please get in touch and provide the following information:
• Customer details
• Name of prison
• Prison number
• Date of imprisonment
• Date of release
You can write to us at:
NewDay
Leeds
PO Box 700
LS99 2BD
Power of attorney and court-appointed deputies
You can register a power of attorney or court-appointed deputy by visiting gov.uk.
If you're going to prison
You can let us know in your Aqua Mastercard app or in the Aqua Mastercard app. With your consent, we'll record that you’re going to prison and that it might not be easy for us to get in touch.
Please provide us with details of the prison and your release date, if known. Our advisers will let you know the next steps.
If you're supporting our customer in prison
Please get in touch and provide the following information:
• Customer details
• Name of prison
• Prison number
• Date of imprisonment
• Date of release
You can write to us at:
NewDay
Leeds
PO Box 700
LS99 2BD
Power of attorney and court-appointed deputies
You can register a power of attorney or court-appointed deputy by visiting gov.uk.
If you're facing a prison sentence or supporting someone in prison, there's a range of organisations that offer free, independent advice and support:
Prisoners Advice and Care Trust
Support for prisoners.
Visit prisonadvice.org.uk.
Prisoners Families
Support for loved ones of prisoners.
Call 0808 808 2003 or visit prisonersfamilies.org.
Prisoners Advice and Care Trust
Support for prisoners.
Visit prisonadvice.org.uk.
Prisoners Families
Support for loved ones of prisoners.
Call 0808 808 2003 or visit prisonersfamilies.org.
Life event - Health
If you're facing health issues right now, we're here to help. Whether your struggle is visible or not, you're not alone in this.
If you need support with repayments on your account, please get in touch by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.
There are also a range of organisations that offer free, independent advice and support:
Alzheimer’s Society
Support for people living with dementia and their loved ones.
Call 0333 150 3456 or visit alzheimers.org.uk.
Mind
Mental health support and guidance for anyone struggling.
Call 0300 123 3393. Lines are open Monday to Friday, 9am–6pm or visit mind.org.uk.
Samaritans
24/7 listening service for anyone who needs to talk.
Call 116 123, 24 hours a day, seven days a week, or visit samaritans.org.
Just Ask A Question (JAAQ)
Ask about mental health and get answers from experts.
Visit jaaq.org.
Hub of Hope
Connecting you with local and online mental health services.
Visit hubofhope.co.uk.
Macmillan Cancer Support
Practical, financial and emotional support for cancer patients and their support networks.
Visit macmillan.org.uk.
If you need support with repayments on your account, please get in touch by visiting the ‘contact us’ section in your Aqua Mastercard app or Online Account Manager.
There are also a range of organisations that offer free, independent advice and support:
Alzheimer’s Society
Support for people living with dementia and their loved ones.
Call 0333 150 3456 or visit alzheimers.org.uk.
Mind
Mental health support and guidance for anyone struggling.
Call 0300 123 3393. Lines are open Monday to Friday, 9am–6pm or visit mind.org.uk.
Samaritans
24/7 listening service for anyone who needs to talk.
Call 116 123, 24 hours a day, seven days a week, or visit samaritans.org.
Just Ask A Question (JAAQ)
Ask about mental health and get answers from experts.
Visit jaaq.org.
Hub of Hope
Connecting you with local and online mental health services.
Visit hubofhope.co.uk.
Macmillan Cancer Support
Practical, financial and emotional support for cancer patients and their support networks.
Visit macmillan.org.uk.
Financial Abuse
Financial abuse is when someone tries to control your money or how you spend it. It can happen in any close relationship – like with a partner, family member or carer – and it's a way for them to have power over you.
Here are some signs of financial abuse:
• They build up debt in your name
• They hide money from you or lie about your finances
• They take your money or bank cards without asking
• They stop you from working or earning your own money
• They tell you what you can or can’t spend money on
• They make you ask for money or keep you short of cash
Here are some signs of financial abuse:
• They build up debt in your name
• They hide money from you or lie about your finances
• They take your money or bank cards without asking
• They stop you from working or earning your own money
• They tell you what you can or can’t spend money on
• They make you ask for money or keep you short of cash
If you feel you may be experiencing financial abuse, we're here to help you. Please give us a call, and our Customer Care Team will talk you through what we can do to help.
There are a range of organisations that offer free, independent advice and support:
Money Advice Plus
Specialist advice to support with debt, benefits and budgeting.
Call 0808 196 8845 or visit moneyadviceplus.org.uk.
Women’s Aid
Support and information for women and children experiencing abuse in England.
Visit womensaid.org.uk.
The Men’s Advice Line
Information and support for male victims of abuse.
Visit mensadviceline.org.uk.
Surviving Economic Abuse
Provides support and raises awareness about economic and domestic abuse.
Call 0808 196 8845 or visit survivingeconomicabuse.org.
Refuge
Support for women and children affected by domestic abuse.
Call 0808 200 0247 (free and open 24 hours a day, seven days a week) or visit refuge.org.uk.
Hourglass
A charity which works to challenge and prevent the abuse of older people.
Call 0808 808 8141 (free and open 24 hours a day, seven days a week) or visit wearehourglass.org.
Important: if you're in immediate danger, please call 999.
There are a range of organisations that offer free, independent advice and support:
Money Advice Plus
Specialist advice to support with debt, benefits and budgeting.
Call 0808 196 8845 or visit moneyadviceplus.org.uk.
Women’s Aid
Support and information for women and children experiencing abuse in England.
Visit womensaid.org.uk.
The Men’s Advice Line
Information and support for male victims of abuse.
Visit mensadviceline.org.uk.
Surviving Economic Abuse
Provides support and raises awareness about economic and domestic abuse.
Call 0808 196 8845 or visit survivingeconomicabuse.org.
Refuge
Support for women and children affected by domestic abuse.
Call 0808 200 0247 (free and open 24 hours a day, seven days a week) or visit refuge.org.uk.
Hourglass
A charity which works to challenge and prevent the abuse of older people.
Call 0808 808 8141 (free and open 24 hours a day, seven days a week) or visit wearehourglass.org.
Important: if you're in immediate danger, please call 999.
A loan shark is an individual or business that illegally lends money. These lenders operate outside the law and pose significant risks to borrowers. Loan sharks often target people who are struggling with money or can’t get credit elsewhere.
Important: in the UK, anyone who lends money must be authorised by the Financial Conduct Authority (FCA). If they’re not, what they’re doing is illegal. Visit register.fca.org.uk to find out more.
Here’s what loan sharks usually do:
• They charge really high interest rates (you end up paying back a lot more than you borrowed)
• They may not give you any paperwork
• They can be aggressive or threatening if you struggle to repay
• They may take your valuables or pressure you into borrowing more
Important: in the UK, anyone who lends money must be authorised by the Financial Conduct Authority (FCA). If they’re not, what they’re doing is illegal. Visit register.fca.org.uk to find out more.
Here’s what loan sharks usually do:
• They charge really high interest rates (you end up paying back a lot more than you borrowed)
• They may not give you any paperwork
• They can be aggressive or threatening if you struggle to repay
• They may take your valuables or pressure you into borrowing more
If you’re struggling to keep up to date with your Aqua account, please get in touch by visiting the ‘contact us’ section in your Aqua account app or Online Account Manager. We may need you to complete an income & expenditure form to find the best solution for you.
If you're worried about a loan shark or you've borrowed from one, you can contact Stop Loan Sharks for free, independent advice by calling 0300 555 2222 or visiting www.stoploansharks.co.uk.
If you're worried about a loan shark or you've borrowed from one, you can contact Stop Loan Sharks for free, independent advice by calling 0300 555 2222 or visiting www.stoploansharks.co.uk.
Gambling
For many people, gambling can be a casual activity – a way to pass time or enjoy a bit of entertainment. However, it can sometimes develop into something more serious, and it’s not always easy to spot when that happens.
Here are some signs of gambling addiction:
• Continuously trying to win back money that’s been lost
• Feeling anxious, low or guilty after gambling
• Hiding gambling activity from loved ones
• Borrowing money to gamble or to cover gambling-related debts
• Noticing an impact on studies, work or relationships
If any of these sound familiar, it’s important to know that help is available and you’re not alone.
If gambling starts to feel less like a choice and more like a need, it may be time to ask for support.
Here are some signs of gambling addiction:
• Continuously trying to win back money that’s been lost
• Feeling anxious, low or guilty after gambling
• Hiding gambling activity from loved ones
• Borrowing money to gamble or to cover gambling-related debts
• Noticing an impact on studies, work or relationships
If any of these sound familiar, it’s important to know that help is available and you’re not alone.
If gambling starts to feel less like a choice and more like a need, it may be time to ask for support.
Credit card providers aren't allowed to accept credit card payments for gambling in the UK. So, if we detect that you're trying to use your Aqua credit card for a UK gambling transaction, we'll automatically block it.
We try to spot gambling transactions based on how the merchant has labelled them. This means that if they haven’t marked the transaction as gambling, it might still go through. If that happens, just let us know – we’ll add the merchant to our blocked list to stop it from happening again in the future.
However, if you have an active subscription in place, you'll need to get in touch with the merchant directly.
We try to spot gambling transactions based on how the merchant has labelled them. This means that if they haven’t marked the transaction as gambling, it might still go through. If that happens, just let us know – we’ll add the merchant to our blocked list to stop it from happening again in the future.
However, if you have an active subscription in place, you'll need to get in touch with the merchant directly.
There are a range of organisations that offer free, independent advice and support:
GamCare
Free, confidential support and a 24/7 helpline for anyone affected by gambling.
Call 0808 802 0133 or visit gamcare.org.uk.
GambleAware
Information, advice and links to professional treatment services.
Call 0808 802 0133 or visit gambleaware.org.
TalkBanStop
Tools and advice to help people take control of their gambling.
Call 0808 802 0133 or visit talkbanstop.com.
GamStop
A free self-exclusion service that lets you block access to gambling websites and apps.
Visit gamstop.co.uk.
GamCare
Free, confidential support and a 24/7 helpline for anyone affected by gambling.
Call 0808 802 0133 or visit gamcare.org.uk.
GambleAware
Information, advice and links to professional treatment services.
Call 0808 802 0133 or visit gambleaware.org.
TalkBanStop
Tools and advice to help people take control of their gambling.
Call 0808 802 0133 or visit talkbanstop.com.
GamStop
A free self-exclusion service that lets you block access to gambling websites and apps.
Visit gamstop.co.uk.
Support needs
We understand that our customers have unique needs. That’s why we’ve made it easy for you to tell us about yours using the Experian Support Hub.
This free service allows you to share your support needs with multiple service providers, including us, at the same time. You’re always in control of who can see your information, and you can update it whenever you need to.
If there's anything that affects how you manage your money or interact with us, please use the Experian Support Hub to let us know. This could include:
• Needing extra support with money management
• Living with a disability or condition that impacts your daily life
• Having a preferred way to communicate with us
• Experiencing a significant life event or change in circumstances
The Experian Support Hub makes it simple to share this information with us and other organisations, so you can get the support you need.
This free service allows you to share your support needs with multiple service providers, including us, at the same time. You’re always in control of who can see your information, and you can update it whenever you need to.
If there's anything that affects how you manage your money or interact with us, please use the Experian Support Hub to let us know. This could include:
• Needing extra support with money management
• Living with a disability or condition that impacts your daily life
• Having a preferred way to communicate with us
• Experiencing a significant life event or change in circumstances
The Experian Support Hub makes it simple to share this information with us and other organisations, so you can get the support you need.
For day-to-day management of your account, there are many things you can do in the app or your Online Account Manager without having to contact us.
If you need to speak to us, our friendly team is here to help. Chat with us quickly and easily in the app, or give us a call on 0330 838 0181.
If your support needs have changed, it’s easy to update them. Just log in to Experian Support Hub, then choose either ‘add new support needs’ or ‘remove one or more support needs’ from the dashboard.
Find out more about ways to get in touch.
If you need to speak to us, our friendly team is here to help. Chat with us quickly and easily in the app, or give us a call on 0330 838 0181.
If your support needs have changed, it’s easy to update them. Just log in to Experian Support Hub, then choose either ‘add new support needs’ or ‘remove one or more support needs’ from the dashboard.
Find out more about ways to get in touch.
Support Hub is there to give our customers more ways to get the support you need. You’re always welcome to get in touch with us directly, if that works better for you.
It’s easy to update your needs. Just log in to Support Hub, then choose either ‘add new support needs’ or ‘remove one or more support needs’ from the dashboard.
Alternatively, you can always contact us.
Alternatively, you can always contact us.
No, Support Hub will never ask you for any account information, like bank account or credit card numbers.
If you’re ever asked for personal details like this, please contact Aqua right away, so we can support you.
If you’re ever asked for personal details like this, please contact Aqua right away, so we can support you.