End of Manual Card Payments

End of Manual Card Payments

From 9 August 2022, we can no longer take card payments from you over the telephone or in person.

If you usually ring us to pay your charges, or pay by card in person to a member of staff, we can offer you other ways to still pay your charges by card.

We appreciate this might be an inconvenience, but we have to follow the legal rules about handling personal information. We are making the change because we are taking steps to make sure your information is handled and processed correctly and securely.

This is for your protection and ours. 

Although we are losing this payment method, there are lots of other safe and easy ways you can pay. One of these is with your ‘MyAccount’ (our customer portal) as this is a safe, secure and easy way to pay us. (If you don’t have an account and would like to set one up, we can help you). ​Register here, or call us.

You can also call the Allpay Payment Line on 0330 041 6497 and set up a payment account if you don’t already have one. You will need to have an account before you can make any payments, as you will be provided with some security details, but we can advise you on how to do that if you are struggling. You can also create an account here. The payment line is completely secure, even if we help you to set it up.

You can also use your swipe card at the nearest payment outlet, with either a card or cash payment. 

You can also set up a Direct Debit with us. This really does make paying your charges much easier. You don’t have to worry about remembering to change the amount you pay, or remembering to make a payment, it is all done automatically. Your payments are also covered by the Direct Debit guarantee. Managing your payments by Direct Debit can also help you make the most of your money by helping you budget and making you feel more in control.  

We are also looking at two new ways in which you can pay your charges safely and securely. ​We haven't introduced these yet, but we will let you know when they are coming. They include:

Paying by link – this is where we will send you a text or email which includes a payment link you can use to pay. The link is secure and reusable and we will make sure you know it is from us and you feel safe using it.

Call masking – this will allow you to call us with your payment details, but enter them yourself. This 'masks' any keypad tone and card information, meaning we don’t ‘take’ your details so we don’t know what they are. You might have come across this method already when you have shopped or used other services online.

We will let you know when we introduce these new methods, and keep you up to date with our current payment methods so you can use the best one for you so make sure you keep an eye on our latest news page.

If you have any questions, please get in touch and one of our friendly team of advisors will be only too happy to help you.

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