If you have a question, we’ve almost certainly been asked before. Please have a look at this handy set of FAQs. Hopefully it will answer most of your burning queries!

Is it true that you do not charge any other fees or interest?

Correct. Apart from your fixed Monthly Subscription Fee we will not charge you any other fees, charges or interest. This means you can use your card abroad, withdraw cash and transfer balances without ever worrying about additional fees or charges. For a full list of all our zero fees see below.

£0 – Overlimit Fee

£0 – Late Payment Fee

£0 – Purchase Fee

£0 – Balance Transfer Fee

£0 – Cash Withdrawal Fee

£0 – Money Transfer Fee

£0 – Non-sterling Cash Transaction Fee

£0 – Card Replacement Fee

£0 – Statement Reprint Fee

£0 – Returned Payment Fee

£0 – Tracing Fee

Can this card help improve my credit rating?

Yes! Making your monthly payments will be reflected on your credit report. In fact, just paying your Monthly Subscription Fee without even using your card has the potential to positively affect your credit score. Conversely, failure to make monthly payments or carrying a high balance on your credit card may have a negative impact on your credit rating.

What does APR mean?

APR is the Annual Percentage Rate. It determines the total cost of credit to you for one year, including interest and charges, based on borrowing and repaying £1,200.

APR is one way to directly compare the cost of borrowing between different credit cards. The 118 118 Money Card charges a flat Monthly Subscription Fee. As a result, the true cost of borrowing may be less or more than the representative APR we display.

Why does the 118 118 Money Card have a representative APR of 34.5%, I thought you did not charge interest?

We will never charge you any interest on your balance, that is one of the reasons why the 118 118 Money Card is so unique. However, EU legislation requires all credit cards to show the APR to enable a like for like comparison. We have worked out the APR based on the Monthly Subscription Fee for the highest Credit Limit available.

What is my level?

Your initial level is based on your Quick Check assessment. This will determine the credit package (Credit Limit and Monthly Subscription Fee) that you are eligible for..

Can my level change?

If you meet the criteria as set out in your 118 118 Money account and meet our affordability assessment, you will unlock the higher levels. As you level up you may also become eligible for higher Credit Limits. You can view the criteria for levelling up by tapping on your level on your credit card account details page.

What if I’ve unlocked a new level but I don’t want a higher Credit Limit?

No problem! It’s your choice to accept a Credit Limit increase. Although you may have unlocked a higher level, it is not mandatory to upgrade and increase your Credit Limit.

How do I apply?

Complete the Quick Check on the 118 118 Money website. This will tell you if you’re eligible for a 118 118 Money Card without affecting your credit rating.
What information will the Quick Check ask me?
The Quick Check form will ask for your:

  • Name
  • Email address
  • Mobile phone number
  • Date of birth
  • Marital status
  • Current employment
  • Net monthly income
  • Outgoings
  • Home address

Where can I apply?

You can apply here.

Do I need to set up a Direct Debit to complete my application?

Like with most subscription-based products you will have to set up a Direct Debit to complete your application. Setting up a Direct Debit is also an easy way to ensure that you make your payments on time, which can help maintain good financial habits and improve your credit rating.

Can I find out if I am eligible for a 118 118 Money Card without it impacting my credit rating?

Yes click here to complete the Quick Check and see if you are eligible for a 118 118 Money Card. Completing the Quick Check will not affect your credit rating.

Will you be making a credit check on me?

Yes, we’ll run a credit check when you choose to accept the 118 118 Money Card offer after the Quick Check process—this is required as part of our contractual obligation with the credit reference agencies. It’s also necessary to ensure that we do our part to make the best decision for you and for us. Remember: completing the Quick Check will not affect your credit rating.

Can I apply over the phone?

Sorry, but we don’t take telephone applications. You can apply directly at 118118Money.com/lending7/credit-cards.

How do you decide if my application is successful?

Application success for the 118 118 Money Card is based on your credit score and other publicly available information (e.g. electoral register, county court judgments). The better your credit score the more likely you are to be accepted as a 118 118 Money Card customer and the higher your eligible Credit Limit will be.

Why do you need me to set up a Direct Debit?

We ask you to set up a Direct Debit as it will help to ensure you do not miss any payments that fall due on your account, helping you maintain good financial habits and in turn helping to improve your credit score.

If my credit card application is accepted, can I change my mind?

Of course – and we make it easy if that’s what you decide.

Starting from the day after you receive your first card, you’ll have 14 days to withdraw from your credit Agreement. Just let us know by writing to us at 118 118 Money, PO Box 10556, 51 Saffron Road, Wigston LE18 9FR or by calling us on 08000 118 222 or +44 2920 548176*.

You’ll need to pay back any balance on your account before we can close it. If your card account balance is zero, we can close the account and make sure your application does not appear on your credit file, putting you back in to the position you were in before you applied.

What documentation will I receive once my card application has been accepted?

We will send you an electronic copy of your Credit Card Agreement.

If my application is approved, how soon will I receive my card?

You should receive your 4-digit PIN and your card within 9-10 days.  Your card and your PIN will be sent separately for security reasons.

What should I do if I haven’t received my card or 4-digit PIN?

You should receive your 4-digit PIN and card within 9-10 days of being accepted for the card. If you still haven’t received either of them after this time, call us immediately on
08000 118 222 or +44 2920 548176*.

Can I add additional cardholders?

Yes, you can add additional cardholders to your account during the application process. If you’ve already received your card, you can add additional cardholders by calling us on 08000 118 222 or +44 2920 548176*. Before you add additional cardholders, there are a couple of things that you should keep in mind:


  • you can add a maximum of three additional cardholders to your account;
  • any additional cardholder must live at the same address as you and must be a close family member;
  • if we agree to add an additional cardholder to your account, they will also be subject to the terms and conditions set out in your Credit Card Agreement with us;
  • you will be responsible for any additional cardholder spending on your account.

Can I remove additional Cardholders?

Absolutely. If you’d like to remove an additional cardholder from your account, please call us on 08000 118 222 or +44 2920 548176* and we’ll be happy to help.

How do you collect payments?

We’ll set up a Direct Debit mandate on the bank account you gave us on your application. You can update your Direct Debit details at any point by logging into your online account.

What is a Direct Debit?

Direct Debits are extremely useful as they help to make sure you don’t miss payments when they fall due on your account. A Direct Debit mandate allows us to collect regular monthly payments from your designated bank account.

Can I choose my monthly repayment amount?

You can control how much we take from your bank account by choosing a payment arrangement to suit your circumstances. You can set up to pay your fixed Monthly Subscription Fee, plus;

  • Option 1: Your Minimum Payment
  • Option 2: Your full statement balance
  • Option 3: A fixed manual amount

It’s a requirement of your 118 118 Money Card that you have a Direct Debit set up.

How do I make a one-off payment to my account?

There are a number of ways to make a one-off payment. You can pay by debit card in the ‘Pay’ section of the 118 118 Money app, or through your online account. You can also pay by debit card over the phone. Call us on 08000 118 222 or +44 2920 548176* and we’ll be happy help.

What should I do if I am having difficulty making payments?

If your circumstances change and you think this will affect your ability to pay back the amount you owe on your card, or you are already struggling to keep up with your Minimum Payments, please call us on 08000 118 222 or +44 2920 548176* so that we can work with you to agree a suitable repayment plan. It is better for you to contact us as soon as possible so that we can put something in place to help you.

When I make a payment, when should I expect to see it on my account?

Payments can take up to five working days to show. You can check online by logging into your account.

What happens if I fail to make a payment?

Don’t worry—we will never charge a missed payment fee! We do encourage you to make a payment at your earliest convenience, as we may soon place a temporary hold on your card until a payment has been made. Since continuing to use your card while missing payments may adversely impact your credit score, we believe this is a good way to help you keep your account in good standing. If you continue to miss monthly payments, unpaid Monthly Subscription Fees will be added to the amount you owe us, and you will continue to be charged the Monthly Subscription Fee. This may be reflected on your credit report, which might make it harder for you to get credit in the future.

What happens if I go overlimit?

We will not charge you any additional fees. However, we will temporarily block your card until you make the repayment to bring your balance down within your limit.

What do I do if my card is lost or stolen?

If your card has been lost or stolen you should call us straight away on 08000 118 600 or +44 2920 548200*.

How do I change my PIN?

You can change your PIN by using a cash machine. You can also order a new PIN by calling 08000 118 222 or +44 2920 548176*.

Can I use my 118 118 Money Card to withdraw cash?

Yes, you can use your card to withdraw cash at any cash machine that displays the Mastercard symbol.  We will not charge you any fees for cash withdrawals (although certain cash machines may charge you for withdrawals).

How do I opt out of receiving notifications about new products and services?

You can opt out of receiving notifications by calling us on 08000 118 000 or 02920 893300*, or by clicking on the unsubscribe link within any of the marketing emails that you may have received.

Can I manage my card online?

Yes, you can. You can check your balance, view previous statements and make payments either in the 118 118 Money App or alternatively by logging into the account management section of our website.

The 118 118 Money App is available to download for Android and iOS devices through Google Play and the App Store.

If my personal details change (for example, my name has changed or I’ve moved house), then how do I let you know?

You can update this by calling us on 08000 118 222 or +44 2920 548176*

What happens if I forget my password or need to reset it?

Simply click ‘Forgot password?’ on the login screen of the 118 118 Money app and follow the prompts. We’ll send you a password reset code and easy-to-follow instructions.

How will I be able to view my transactions and statements?

You can see your current balance, recent transaction history and previous statements either via the 118 118 Money app or by logging into your account  on our website.  

The 118 118 Money App is available to download for Android and iOS devices through Google Play and the App Store.

What are pending transactions?

Pending transactions are authorised card transactions that have not been fully processed yet. Pending transactions will appear in your recent transaction history in the next few days.

How do pending transactions affect my account balance and available credit?

The balance does not include pending transactions, but the credit available amount will take into account any pending transactions on your account.

I don’t recognise a transaction, what should I do?

You can view additional details by tapping on an individual transaction. If you’re still unsure about the transaction you should call us on 08000 118 222 or +44 2920 548176* and we can investigate this for you.

Can I take out more than one 118 118 Money Card?

No, you are only able to have one 118 118 Money Card at any one time.

What are Callcredit and Experian?

Callcredit and Experian are the credit reference agencies we use to carry out checks on an applicant’s credit history file.

We have provided their details below if you need to contact them directly:

Call Credit, One Park Lane, Leeds, LS3 1EP.  Email: care@callcreditcheck.com

Customer Support Centre, Experian Ltd, PO Box 9000, Nottingham NG80 7WP. Email: consumer.helpservice@uk.experian.com

How do you protect my data?

Your data is safe with us. We maintain physical, electronic, and procedural safeguards to keep your personal information secure.

Your privacy and security are of the utmost importance to us. We’ll protect your privacy and your data in compliance with our Privacy Policy.

How are you regulated?

118 118 Money is a trading name of Madison CF UK Limited.

118 118 Money is authorised and regulated by the Financial Conduct Authority (Firm Reference Number 741774). You can confirm our registration on the Financial Conduct Authority’s website www.fca.org.uk/register or by contacting the Financial Conduct Authority on 0800 1116768.

What are your customer service opening hours?

Our Customer Service opening hours are 8am to 8pm, 7 days a week. Call us on 
08000 118 222
 or +44 2920 548176*.

Where can I go for independent debt counselling advice?

We would recommend seeking out an organisation offering free advice, including:

  • National Debtline:  Is a free, confidential and independent phone helpline to help people with debt problems. You can call them on 0808 808 4000. (England, Wales, and Scotland only).
  • Advice UK: Is a network of independent advice-providing organisations. You can call them on 0300 7770107.
  • Citizens Advice: Is a network of local offices offering free, confidential, independent advice. If you live in England, Wales, or Northern Ireland, click here. If you live in Scotland, click here.
  • Step Change:  Is a debt counselling charity. You can call them on 0800 138 1111.

Are you a member of any trade bodies?

We are members of the Finance and Leasing Association (FLA) which is a trade body for the asset, consumer and motor finance sectors in the UK. As members, we subscribe to the FLA’s lending code which sets out best practice in consumer lending. You can find a copy of the Code here: http://www.fla.org.uk/index.php/consumer-information/lending-code

*0800 numbers are free from UK landlines and mobiles. 02920 numbers are charged by your provider as a UK national number.