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Help

Interest Free Purchase PlansTypical 23.9% APR variable

What is an interest free purchase plan?

When you make a qualifying purchase in B&Q, you will have a period during which no interest will be due on that purchase. The details of the qualifying purchases and the interest-free periods are contained within your Credit Agreement, or may be promoted within B&Q stores from time to time. The Interest Free Purchase Plans are summarised on your monthly statement, including the date the plan will expire - this is normally on the statement date after the natural expiration date. We will advise you on your monthly statement when a Plan's promotional interest term is about to expire.

Can I add purchases to these Plans?

On each Plan you will have a period during which you may add further B&Q purchases to the Plan terms. The end date for this period is shown against each Plan on your statement.

What happens if I make a purchase during this period that qualifies for a new Interest Free Purchase Plan in its own right?

If a further purchase qualifies for a new Plan then a new Plan will be opened, unless the current Plan would offer you better terms. In this case, your purchase will be added to the current Plan.

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Interest and Charges

Can you explain your interest and charges?

If you do not pay off your balance in full, payments we receive are applied first to Payment Protection Insurance premiums, then to Default and other charges and fees, then to paying the minimum repayment for: promotional rate Balance Transfers, expired Purchase Plans; standard rate purchases and Balance Transfers at the standard rate; Cash Advances; Interest-free Purchase Plans; then to paying off each part of the balance in the same order. Please refer to "Application of Payments" section in your Agreement for a full breakdown.

How do you work out the interest?

We normally charge interest for the time between when you make purchases with your Account Card and when you pay your balance. We do not charge interest on your purchases, as long as you pay your balance by the due date shown on your statement.

Will I ever get extra charges?

We do have to make a small charge for a few services that are not standard to your account. Details of these can be found on the back of the leaflet that was sent with your card.

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Statements

Will I receive a statement through the post each month?

You will receive a statement from us every month whenever you have an outstanding balance on your account.

Will I still receive a statement if there is no balance on my account?

You will not normally receive a statement if there is no activity on your account and your balance is zero. We will also not generate an online statement if this is the case.

How many statements can I see online?

Any time you visit the Account Card online, you can see your last six monthly statements, and transactions that have appeared on your account since your last statement.

Can I change the date I receive my statement?

Yes. Simply click on 'Change Statement Date' under the 'My Account' menu.

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Credit Limits

What is my credit limit?

Your credit limit is shown in the top right of the 'Account Summary' screen under the 'My Account' menu. It is also shown on the right hand side of the monthly statement we send you.

How can I increase my credit limit?

Please call Customer Services on 0845 603 0564. Lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm.

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Additional Cards

How can I get an additional card for someone else?

You can have one additional cardholder on your Account Card. This can be a member of your family, or a partner over 18 years of age. Please print a request form by going to the 'Request Additional Cardholder' screen under 'Customer Services'. Once you have completed the form and returned it to us (please return the form to Customer Services, PO Box 8758, Birmingham B3 2PE), your additional card will arrive in 7-10 days. Please note you will be responsible for anything your additional cardholder does with their card, and their B&Q purchases will appear on your statement.

How do I take an additional cardholder off my account?

If you would like to cancel an additional card, please call Customer Services on 0845 603 0564 and we will let you know what to do. You are responsible for anything the additional cardholder does with their card, until you ask us to remove them from your account.

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Accessing my Account Online

What do I need to use the online service?

A Windows PC with Internet Explorer 5.5 or above, or Netscape 6.0 or above.

When can I access my account?

You can manage your account online a day, 365 days a year. Although, on occasion, access may be impaired whilst we update our systems in order to offer the best possible service. You can, however, still keep in touch by calling Customer Services on 0845 603 0564. Lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm.

Can I access my online account from behind a Firewall?

If you decide to access your account from your place of work, you are likely to be doing so from within their security system. If you experience any problems you will need to contact your Network Administrator, or the person responsible for the security systems for assistance.

Why, when I try to access the secure part of the website, does a dialogue box appears saying that the "Certificate Authority is expired"?

This is due to the browser version you are using which has a certificate which was set to expire at the end of 1999. This only seems to be happening to users of Netscape version 4.05 or earlier and Macintosh users with Internet Explorer 4.01 or earlier. If this dialogue box appears then simply click on Continue, which will close it without affecting the secure connection between us and your computer. You can avoid the dialogue box appearing in the future by upgrading your browser. However downloading a new version of your browser over the internet can be very time consuming, so you may be better off contacting your Internet Service Provider for updated browser software.

Where is the best place to connect to my B&Q Account online?

We suggest that you only access your B&Q Account online service on your own computer. We do not recommend that you use our online service when at a internet cafe, library or shared computer. This ensures your privacy.

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Security

If other people still use the same computer as me, are my details confidential?

We will give you your own unique Internet ID to enable you to access your account. All information is cleared from your computer's memory when you sign off, so no one should be able to retrieve your confidential information. However, if you are using a shared computer, please do remember to sign off each time to ensure that your details are kept private.

Can the additional cardholder on my B&Q Account Card look at my account online or amend any details?

An additional cardholder can look at your account online only if you give them your Internet ID and Password. However, account changes can only be made with an Internet Security Number, which should be kept private.

Could someone get hold of my Internet ID, Password, or Internet Security Number?

We send your Internet ID to you separately from your Password and you choose your own Internet Security Number when you first access your account online, so only you should know your security details.

Your computer will not be able to store the important bits of security information, like your Password or Internet Security Number. This means that you will have to enter your Password and Internet Security Number each time you log in, and no one else will be able to get to your account simply by using your computer.

If you suspect someone has your details without your authorisation, please ensure you change them immediately by visiting the web site. Whenever you key in your Password or Internet Security Number they will appear as a row of *'s, so no one else will be able to read them.

How will my B&Q Account details be kept safe and secure?

Our system uses many layers of security including a Password and Internet Security Number. We also use the latest encryption technology, which scrambles data to ensure that private details remain secure. An encryption key is randomly created for each Internet Banking session.

Will hackers be able to obtain my details?

Your private account information is stored on servers that are secured both physically and electronically. Our systems and your account information are under 24-hour surveillance, and are protected electronically by a Firewall - a security program designed to guard against hackers and computer viruses.

What if someone who is unauthorised tries to access my account?

Our systems are specifically designed to keep you as safe as possible from fraudulent access, therefore you can be sure you are protected.

When you open a B&Q Account online, we ask you to have at least Internet Explorer version 5.5 or Netscape version 6.0, or above. That's because, if you do, we can make everything as secure as possible. The software will let us use a Secure Socket Layer (SSL) between your computer and ours. If you are unsure what browser version you own we will let you know how to upgrade it if you need to. There are 3 ways SSL stops people accessing your account:

It prevents impersonation. SSL makes sure that you are connected to a genuine site, not to somebody trying to impersonate us. You can tell if you are in an SSL site because there will be a padlock or a key in the bar at the bottom of your browser. Click on it to see our Registration Certificate. The Certificate is issued by Verisign, a company who are experts in Internet security.

It uses data encryption. Once your computer has recognised our computer, a secret key is made. This lets us exchange information in coded form. Each time you visit the web site a different key is used. That means it is unlikely that hackers will be able to understand your data if they intercept anything.

It prevents scrambling. SSL uses what is called a Message Authentication Code (MAC) to stop anyone interfering with the B&Q website. Your computer will always check the code before it takes a message from us. If a hacker attempted to break in, the code wouldn't be recognised, and your computer would alert you. With this kind of security, it is practically impossible for someone to decode a message and guess the correct code to your account.

Should I sign up for an account aggregation service?

Account aggregation is an Internet based service which allows consumers to view their financial information from multiple products, across multiple financial institutions, on a single web site. We have serious concerns about the privacy and security of financial data when customers pass their security details onto an aggregation service. Consequently, we do not recommend that customers currently use these services.

Could someone get hold of my email?

Email is very convenient, but it is not very secure. To protect you we send all your messages through our secure system. We also provide you with a personal mailbox, which only you can access when you log on and we use SSL to protect all your messages.

We will never ask you to enter your credit card number or expiry date to identify who you are when you are online. Those details are not displayed on screen either. We also ask you not to quote your account number in any electronic message to us.

What happens if I accidentally leave my account on screen?

If you have not used your account for 15 minutes, we will automatically log you off. You will then be returned to our log in screen.

We would like to reassure you that, even if someone were to try to use your session before we log you off, they will not be able to make changes to your account without your Internet Security Number.

I would like to know more about online security & how I can protect myself from attacks.

B&Q Financial Services is very serious about online security. As an Internet user, you've probably experienced unwanted pop-ups & intrusive e-mails previously. You may have even suffered a virus attack or been unfortunate enough to be the victim of online fraud. For more information please click here.

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Account Queries

How do I question something on my statement?

We are required to obtain a B&Q complaint reference number before we investigate a disputed transaction. If you would like to dispute a transaction, please call Customer Services on 0845 603 0564 or write to us at Customer Services, PO Box 8758, Birmingham B3 2PE.

I don't recognise something on my statement. What should I do?

If there is a transaction on your Account Card that you do not recognise, you can ask us to check it. If there is more than one, please call Customer Services immediately on 0845 603 0564 (lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm). Before you call, please ensure you have checked your records thoroughly and asked your additional cardholder (if you have one) whether they remember the transaction. Please note that an administration charge of £5 will be made if your disputed transaction is valid.

If you would like to dispute a transaction, please call Customer Services on 0845 603 0564 or write to us at Customer Services, PO Box 8758, Birmingham B3 2PE.

One transaction has come up twice on my account. What should I do?

Please write to us at Customer Services and let us know the details. If the transaction was valid and the details on your statement were correct, there will be a charge of £5.

I have ordered something from B&Q using my Account Card. I have been charged, but I have not yet received what I ordered. What should I do?

When you placed the order with B&Q, you will have been provided with a projected delivery date. If this date has passed and you have still not received your goods, you should speak to the B&Q store you placed the order with, to trace the delivery. Unfortunately, we cannot suspend your payments on your account unless the agreed delivery date has passed.

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Activating Your Card

How do I activate my Account Card?

When you receive your card, you will have a choice on how to activate it. You can either do this by calling us on 0845 603 0341 or by logging into your account online and following the activation procedure.

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Personal Details

I'm about to move house. How can I change my address with you?

You can change your address, your phone number and your email address online. You should be signed on to your online account to do this. We will ask you for your Security Number before we make any changes. Simply go to the 'Personal Details' screen under the 'My Account' menu. You will be able to enter your new details here.

I've changed my email address. How should I let you know?

You can change your email address online. You should be signed on to your online account to do this. We will ask you for your Security Number before we make any changes. Simply go to the 'Personal Details' screen under the 'My Account' menu. You will be able to enter your new email address here.

My name has changed. What should I do?

Please send the original or a certified copy of your marriage certificate or your deed poll certificate to us at Customer Services, PO Box 8758, Birmingham B3 2PE. We will update our records, return your certificate and send a new card to you. Your Internet ID will stay the same.

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Making Payments

How do I make payments to my Account Card?

You can make payments each month by the following methods:

By Switch/Maestro, Delta/Visa Debit or Solo Card

You can pay online by going to the 'Debit Card Payment' screen. Please allow 2 working days for payments to reach your account.

By Direct Debit

Please go to the 'Direct Debit Payment' screen under the 'Payments' section to print or order a direct debit mandate form. You can use direct debits to pay the minimum amount due each month, a fixed amount (provided this is greater than the minimum repayment requested) or the full statement balance. Once the direct debit is in force, a message will appear on your monthly statement showing how much will be paid and on what date.

Please note that if you arrange a Direct Debit for the full amount of your balance, you will not benefit from any Interest Free Promotions on your Account Card as these will be paid off automatically through your Direct Debit facility.

By Post

There is an addressed envelope enclosed in your monthly statement. Complete the Bank Giro Credit on the bottom of your statement, and post it with a cheque made payable to B&Q Financial Services Ltd. in the envelope enclosed. Please write your full account number on the reverse of your cheque. Please post to:

B&Q Card Services
PO Box 1256
Bridle Road
Bootle
L71 2WU

You should allow 7 working days for postal payments to reach your account.

By Phone

You can call your bank to pay your balance from your bank account. Please give your bank these details:

Our sort code : 40-63-68

Our account number : 10000000

Your Account Card number : Your full 16 digit Account Card number.

You should also tell your bank how much you want to pay and the date you want to make the payment.

Please allow 4 working days for payments to reach your account.

Cash / Cheque Over the Counter

Complete the Bank Giro Credit form, which is attached to your monthly statement and take it to any High Street bank or building society, and pay it in over the counter. Some banks charge for this service but it is free at any HSBC branch provided you are the account holder. Please allow 5 working days for payment to reach your account.

What should I do if I can't make the payment?

Please let us know as soon as possible and explain why. We will consider your situation and respond to you as soon as possible to discuss the options. You can either contact us at Customer Services on 0845 603 0564 (lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm) or you can send us an online message via the 'Customer Services' section, letting us know about your financial situation, eg. how much you earn and how much you spend, as well as other credit card balances and loans.

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Recent Transactions

I have paid off some of my balance, but it does not show up on my statement. What should I do?

If you sent a cheque payment by post:

Please wait for 7 working days to see if the payment reaches your account. If it still does not appear on your statement, please contact your bank and ask them for:

  • Your bank sort code
  • Your bank account number
  • The cheque number
  • How much you paid
  • Anything that was written on the back of the cheque
  • The date, if any, when the cheque was debited to your account

Then contact Customer Services on 0845 603 0564 (lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm) with all the information. We will check for payment and once the payment has been found, we will credit the amount to your account as of the date it should have been received and ensure you don't pay any extra interest.

If you paid by telephone banking:

You will need the following information:

  • Your bank sort code
  • Your bank account number
  • How much you paid
  • The reference number
  • The details your bank quoted when they made the payment

Please let us know all this by completing the 'Missing Payment' screen under 'Customer Services'. We will check for payment and, when the payment has been found, we will credit the amount to your account and ensure you don't pay any extra interest.

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Log-In Details

What do I need to log in to the Account Card online site?

To log in to your account for the first time, you will need your Internet ID, Internet Password and memorable word. When you log in you will be asked to choose a new Internet Password, and select an Internet Security Number. See the step-by-step Log In Guide for help.

Thereafter, every time you log into your account, you will need your Internet ID and Internet Password. To make any online transactions you will also need your Internet Security Number.

If you have lost or forgotten your log in details, you can re-register online or call Customer Services on 0845 603 0564. Lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm.

Where can I find my Internet ID?

This is shown on the letter that your card was attached to. Please remember your Internet ID as you will need it every time you log in.

Where can I find my Internet Password?

This was sent to you separately on a letter, shortly after you received your card. You will need to change this to a password of your choice when you log in for the first time. Your password should be between six and ten characters long and must contain at least one number. You will need your Internet Password every time you log in.

For security reasons, your Internet Password will expire if you do not use it within 60 days. If more than 60 days have passed, register your details again online or call Customer Services on 0845 603 0564 and we will reset it for you.

Where can I find my memorable word?

You chose this when you applied for your card. For instance, it could be your mother's maiden surname, your place of birth or your first school. If you cannot remember it please call Customer Services on 0845 603 0564.

How do you remember my Internet ID?

If you ask us to remember your Internet ID, a cookie will be saved on your computer that stores your Internet ID and automatically remembers it each time you load up the Account Card log in page. A cookie is a small piece of data sent by a web server, stored on a web browser, to enable the information held to be recalled later. The cookie will be used to recall your Internet ID only, and not for any other purpose. We recommend that the cookie is used on your personal computer only, and not on computers shared with other users. Please see the Privacy Policy for information on cookies.

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Re-registration

An Internet ID and Internet Password arrived in the post, do I still need to register online?

No. As you have both an Internet ID and Internet Password all you need to do is log in and start using your account.

I've lost / forgotten my Internet Password. How do I get a new one?

Simply go to the re-registration screen and enter your card and personal details. You will be instantly reminded of your Internet ID and a new Internet Password will be sent to you in the post.

I have an Internet ID and Internet Password but my details are not being accepted. What should I do?

Firstly, check you are entering the details correctly. If you still cannot access your Account Card online, your account may have been blocked online only for security - this could be because your password has expired or your details have been entered incorrectly too many times. Go to the re-registration screen and enter your details. You will be instantly reminded of your Internet ID and a new Internet Password will be sent to you in the post.

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Complaints

Our staff are trained to provide the highest standards of assistance and care to our customers, and are committed to providing you with the best possible service at all times. Even the best organisations make mistakes, and if we do, or if we fail to meet your expectations in any way, we would like the opportunity to put things right as quickly as we can. We operate a simple 3 step complaint procedure, which aims to resolve any problem quickly and effectively. In addition, B&Q Financial Services Ltd, which issues and manages the B&Q Account Card, is a member of the Financial Ombudsman Service (www.financial-ombudsman.org.uk).

Step 1

If you have a complaint, please raise it with Customer Services, by telephone on 0845 603 0564. If you telephone, and the matter can be easily resolved, we will endeavour to do so, and the issue will end there. Where we are unable to resolve a complaint, or where you have written in the first instance, we will write and tell you who is dealing with your complaint and when you can expect to receive a response.

Step 2

If you feel that your complaint has not been resolved, it can be progressed to the next stage. Please contact our team of specialist complaint handlers, at the following address:

B&Q Financial Services
Customer Complaints Team
PO Box 8758
Birmingham
B3 2PE

We would expect that this would bring the matter to a mutually agreeable solution.

Step 3

If you remain dissatisfied with any aspect of our service please let us know, we will investigate the matter and try and put things right as quickly as possible. Any matters that cannot be resolved through our internal complaints process can ultimately be referred to the Finance & Leasing Association for contracts entered into on or before 31 March 2007, or the Financial Ombudsman Service (FOS) for contracts entered on or after the 1 April 2007, who will investigate the matter on your behalf. We will provide you with details of the Financial Ombudsman Service and Finance & Leasing Association.

A copy of our Internal Complaints Procedure and details of the Financial Ombudsman scheme can be obtained upon request.

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The Finance & Leasing Association

The Finance & Leasing Association (FLA) is the major UK representative body for the UK finance and leasing industry.

The FLA campaigns for best practice in lending and leasing, and the FLA Lending Code is intended to assure all customers that they are doing business with reputable organisations.

The FLA operates a conciliation and arbitration procedure for customer complaints, which is wholly independent and is able to look at all complaints, irrespective of the account type.

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Safe Shopping

What should I do if I lose my card or it is stolen, or I suspect someone has used it fraudulently?

Please contact us immediately on 0845 603 0569. Lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm.

If someone uses my card fraudulently online, will I have to pay for it?

No, if someone uses your Account Card on diy.com, you will not have to pay anything, as long as you or your additional cardholder are not responsible or didn't knowingly disclose your details to someone else.

If I let you know my Account Card is lost or stolen, how long will it be before a new one is issued?

You will receive a new card within ten days from notification.

If my card is used by a fraudster, will it affect my credit rating?

No.

Should I report fraud with my card to the police?

Yes, if you ever lose your card or it has been stolen, you should always advise the police.

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If you still have a question, please call Customer Services on 0845 603 0564. Lines are open Monday to Friday 9am to 6pm, and Saturday 9am to 2pm.