A frequently asked question.

Santander Cards UK Limited is the credit provider for the Mothercard.

• Minimum credit limit of £400, maximum credit limit subject to status
• No Annual fee, frequent bonus points promotions, free delivery on website or catalogue orders of £100 or more¹
• Exclusive cardholder offers
• No interest to pay on purchases for up to 56 days provided you pay the outstanding balance of your account in full each month by the due date shown on your statement. Minimum monthly repayment of the greater of £4 or 4% of the outstanding balance required. Thereafter, a Typical 24.9% APR variable applies

You can apply if you:

• are 18 years or over

• are a UK resident and have been living in the UK for over a year

And if either you or your partner:

• are in regular weekly employment for 16 hours or more

• are self-employed or retired

• receive an invalidity or disability allowance
Go in store today and speak to a member of staff to apply for the Card.

Once you have completed and signed the application form in store, your Card will be dispatched in 7-10 working days (subject to your application being approved). You can then start using your Mothercard straight away!

No. You are not charged an annual fee.

You will receive a monthly statement through the post, with a breakdown of all your transactions - as long as you are using your Card on a regular basis. Otherwise you will receive statements at the minimum intervals required by law.

Alternatively, you can register for e-statements and we will send you an email to advise you when your statement is ready to view online.

Unfortunately no. We have set statement dates based on the date your account is opened.

You have 4 choices:

• online - Register for Online Account Management and you can manage your account online, including making payments. For more information, click on 'my Mothercard account' in the main menu.
• by post - send the payment slip attached to your Card statement along with a cheque payable to Santander Cards UK Limited to: Santander Cards UK Limited, PO Box 848, Liverpool, L71 2XX. Please allow 7 working days for the payment to credit your account and ensure that your account number is written on the reverse of your cheque.

• bank - call into any bank using the payment slip attached to your Card statement. Some banks charge a small handling fee. If you are paying into the bank by cheque, please make the cheque payable to Santander Cards UK Limited and ensure that your account number is written on the reverse of your cheque. Please allow 5 working days for the payment to credit your account.

• by Direct Debit - The no fuss, convenient way to pay. You will never need to worry about missing a payment, writing a cheque or queuing at a bank. Your payment will be debited automatically and on time. For details on how to set up a Direct Debit please call 0871 522 5192 for Mothercard MasterCard or 0871 522 5000 for Mothercard Store card. (Calls may be recorded or monitored for quality and security purposes. Calls cost 10p per minute plus network extras.)

You must make a minimum monthly payment of £4 or 4% of the outstanding balance (whichever is greater) or the full balance if it is less than £4. Alternatively, you can pay your balance in full using any of the payment methods listed in the FAQ: How do I pay my Mothercard account?

Call Customer Services on 0871 522 5192 for Mothercard MasterCard (open 24 hours a day, 7 days a week) or 0871 522 5000 for Mothercard Store card (calls may be recorded or monitored for quality and security purposes. Calls cost 10p per minute plus network extras). Open Monday - Tuesday 8am - 8pm, Wednesday - Friday 8am - 9pm, Saturday 8am - 7pm, Sunday 9am -6pm.

You earn one point for every £1 spent in a Mothercare store, online at Mothercare.com and from the Mothercare catalogue.

If you have a Mothercard MasterCard you will also earn 1 point for every £2 spent in any other retailer that accepts the MasterCard logo worldwide.

Mothercard points can be applied to your account up to 3 months after the purchase date.

Please register for Online Account Manager and you will be able to view your total points earned. Mothercard Online Account Manager can be accessed 24 hours a day, 7 days a week.

Your data security is taken very seriously.

Any information you supply as either part of the application process or during the online management of your account is encrypted by advanced server software.

This means that none of your personal details or private information can be read whilst being sent over the Net.

Our aim is to offer outstanding service at all times, so should you have a complaint we want to help you to resolve it.

Please call the Customer Services Helpline on 0871 522 5192 for Mothercard MasterCard or 0871 522 5000 for Mothercard Store card. (Calls may be recorded or monitored for quality and security purposes. Calls cost 10p per minute plus network extras.) Lines are open 8am to 9pm Monday - Sunday. Every effort will be made to sort out your problem right away.

However, if you feel your complaint has not been dealt with satisfactorily, you may refer your complaint to the Financial Ombudsman Service at South Quay Plaza, 183 Marsh Wall, London E14 9SR. 0845 080 1800. E-mail: enquiries@financial-ombudsman.org.uk. Website: www.financial-ombudsman.org.uk.

Alternatively, if your complaint relates to a store card, you may find it helpful, before you are entitled to go to the Financial Ombudsman Service, to make use of the Financial and Leasing Association (FLA) of which Santander Cards UK Limited is a member. The Association operates a Conciliation Scheme and also an Arbitration Scheme for members and their customers. Details are available from the FLA at www.fla.org.uk or at Imperial House, 15-19 Kingsway, London WC2B 6UM.

Online Account Manager gives you the capability to view and manage your account status online. Mothercard Online Account Manager can be accessed 24 hours a day, 7 days a week.

Alternatively, you can contact Customer Services on 0871 522 5192 for Mothercard MasterCard or 0871 522 5000 for Mothercard Store card. (Calls may be recorded or monitored for quality and security purposes. Calls cost 10p per minute plus network extras.) Lines are open Mon-Tues 8am to 8pm, Wed-Fri 8am to 9pm, Sat 8am to 7pm and Sun 9am to 6pm.

Yes. As long as you don't let anyone else see your passcode and user-ID. The Mothercard site uses advanced encryption technology. This means no one else can read your personal details and financial information whilst it is being sent over the Net.

You can use Mothercard Online Cardholder Services with complete peace of mind.

There are two on-screen signs to tell you when you're in a protected environment:

• the first part of your site address at the top of your page reads https:// - this tells you the site is secure
• there is a padlock sign displayed at the bottom of your screen

No. Not once you've told us that:

• you've lost your account number/passcode/user-id or
• you suspect your account is being misused

Please note: If someone misuses your account without your permission and you have not informed us that the account is liable to misuse, the most you will be liable for is the first £50 of any transaction. If the account is misused with your permission it is likely that you will be liable for all losses. Please see your Credit Agreement Additional Conditions for more details.

This is purely for your own protection. It's to stop anyone else reading your account details if you forget to log off or leave your computer unattended.

Don't worry. You'll be automatically logged off from the Mothercard site. Your uncompleted transactions will be cancelled. Next time you log on to the Mothercard site you'll have to key in your user-ID and passcode as normal.

Yes, but they'll need to register separately. On registering, you're given your own user-ID and passcode. These then allow you to log on to your account from any computer with internet access and a recent enough browser.

The speed of our online service can vary depending upon how busy the Internet and your service provider is. If you do experience delays try entering the website at a different time of the day.

At least Microsoft Explorer 4 or Netscape Navigator 4.