Frequently asked questions

Coronavirus (COVID-19) support

I have been impacted by coronavirus and I am struggling to make my payments. Can you help?

With the impact of coronavirus affecting people across the UK, you may have concerns about how it could affect your ability to make your payments.

If you are on a payment deferral or reduced payment plan which is due to come to an end then we will contact you to remind you that you are due to return to your normal contractual monthly payments. If you can afford to start making your contractual payments then it is in your best interest to do so.  If you cannot afford to start making contractual repayments, then you should contact us as soon as possible so that we can provide you with repayment options appropriate for your circumstances. These include allowing you to extend your existing reduced payment plan, or full payment deferral, for a total period of six months from when the initial plan or deferral was arranged. This will not have a detrimental effect on your credit score for this period. If you have already had six months payment deferral/reduced payment plan please contact us for other options available.

If your ability to make payments has recently been impacted by coronavirus we have a range of solutions to support you. These include shorter and longer-term repayment options tailored to your personal circumstances.

We may need to carry out an income and expenditure process with you to help ensure that we are able to offer you the most appropriate options based on your circumstances. Please be as open and transparent as possible about your situation when talking with us, so that we can help make sure we give you options that meet your needs. 

Please contact us immediately if you have been affected by coronavirus by emailing us at contact@levelcard.co.uk or by calling us on 020 3322 9128 to let us know your current circumstances. Please include why your income has been impacted (e.g. you are following NHS guidance and have needed to self-isolate or your place of work has closed) and the impact that it has had on your income.

Any support we provide is likely to be reflected on your credit file, and we will let you know what  this will mean for your credit file based on your individual arrangement.

We will never ask you to make a payment that is unaffordable.

You can always speak to these other independent organisations for free, confidential, and impartial advice:

StepChange Debt Charity – www.stepchange.org or phone 0800 138 1111

The National Debtline – www.nationaldebtline.org or phone 0808 808 4000

Money Advice Service – www.moneyadviceservice.org.uk or phone 0800 138 7777

You can find out more information about coronavirus on the NHS 111 online website https://111.nhs.uk/covid-19 and the UK Government website https://www.gov.uk/coronavirus.

More information about the Level credit card

Can I apply for a Level credit card?

To be considered for a Level credit card:

  • You must be over 18 and live in mainland UK, including Northern Ireland

  • Not already hold a Level credit card

  • Not have a CCJ

  • A monthly income in excess of £800

Does checking my eligibility show on my credit file?

We perform what is called a soft search to check your eligibility, this does not impact your credit file. The soft search will be visible to yourself on your credit report but not to other lenders. If you open a credit card with Level this will be visible, however.

If I am approved, how long until I will receive my credit card?

You will receive your credit card within 5 working days of approval.

How does a Level credit card work?

A Level credit card can be used for making purchases in shops, online and for withdrawing cash. Please note that we charge a fee for cash withdrawals equivalent to 3% of the amount, subject to a minimum of £3. You will be able to borrow up to your credit limit, we will tell you how much this is when you have been accepted.

Every month you will be required to make a payment to your Level credit card. As part of opening the card we will need you to set up a regular monthly payment (don’t worry this is easy to do in our App). This cannot be for less than the minimum payment. We will tell you how much this is on your monthly statement and will be available to view in your Level App. Credit cards are designed to provide you flexibility and so the minimum payments are set relatively low. We would encourage you to pay more than the minimum payment if you can afford to.

A credit card is not suitable for long term borrowing. If you are looking to purchase a large item and repay over a long period of time a personal loan may be more suitable.

How often will I need to pay?

You will need to make a payment to your Level credit card every month. As part of setting up your account we will require you to set up a regular monthly payment. You will be able to select how much you pay but this cannot be less than the minimum payment. We will remind you every month prior to attempting to take the payment.

How do I set up a regular monthly payment?

You will be asked to set up your monthly payment as part of setting up your account in the Level App. To set up your payment you will need to provide us with your debit card details, select your preferred payment date and amount. We will remind you when your payment is about to be taken. Having a regular payment method will mean that you don’t need to remember to make a payment every month, it will happen automatically. You are in charge, you will be able to amend your payment details in the Level App.

How much is the monthly minimum payment?

Your minimum payment will vary depending on how much you owe. It will be calculated as the greater of;

  1. £5; and

  2. the total of the following amounts:

    1. any interest that we have charged since the date of your last statement;

    2. (ii)

      2% of the balance shown on your statement, excluding interest charges.

How can I make payments?

As part of setting up your account we will set up a regular monthly payment to at least cover your monthly minimum payment. This means you don’t need to worry about missing a payment. You can always pay more by making a payment by debit card in our App. 

What is APR?

APR stands for Annual Percentage Rate. In simple terms an APR is the total cost of borrowing over a year, including interest and the fees charged to all cardholders, such as an annual fee. In the case of Level there are no fees for having the card. 

The APR is designed to make it easy to compare the cost of borrowing on different credit products before deciding which one is best for you. 

How is interest charged?

Interest will be charged on your transactions until the time you pay them off. If you setup your regular monthly payment for statement balance and this automated payment is successful on your agreed payment date we will not charge any interest.

What are the costs of having a Level credit card?

There are no annual fees charged for having a Level credit card. The only costs of having a card are,

  • Interest due on any transactions you make until they are paid off

  • Fees for using an ATM

We don’t charge fees for missed payments or going over your credit limit.

What is the charge to use an ATM?

If you withdraw cash from an ATM with your Level card we charge a 3% fee on the withdrawal amount, with a minimum charge of £3 for each transaction. So for example if you withdraw £20 we will charge you a £3 fee and if you withdraw £150 we will charge £4.50.

What is a credit limit?

A credit limit is the maximum amount you can borrow on your Level credit card at any time. Your spending (including balance transfers and cash withdrawals) and any charges, interest or fees that we add must not exceed this credit limit.

Initially your credit limit will be between £200 and £1,500. You will be able to see your credit limit once you have activated your Level card.

Can I increase my credit limit?

At this time we don’t offer credit limit increases on request. We will review your account regularly to assess whether you are eligible for an increase. If eligible we will contact you to ask if you want your credit limit to be increased.

Can I reduce my credit limit?

If you feel that your credit limit is too high you can give us a call on 020 3322 9128 at any time to ask for it to be reduced.

Information for existing customers

What is the recommended payment?

The recommended payment is 5% of your credit limit but never greater than your total balance. We introduced the recommended payment as just paying the minimum payment each month can result in it taking a long time to pay off your card. We would encourage you to pay as much as you can afford on your card each month to minimise the amount of interest you are charged. 

How can I make additional payments?

You can always make additional payments by making a payment using your debit card in the App. 

I’m struggling to make my payment, can you help?

We are always here to help. If you have any concerns about being able to make your payments please get in touch on 020 3322 9128. We are open Monday to Friday 9am to 6pm.

You can always speak to these other independent organisations for free, confidential, and impartial advice:

Where can I use my Level Credit Card?

You can use your card everywhere Mastercard is accepted.

How much does it cost to withdraw cash?

If you use your Level card to withdraw cash we charge a 3% fee on the withdrawal amount, with a minimum charge of £3.

Can I use my card abroad?

Yes. Your transactions will be exchanged to sterling using the Mastercard rate. These rates vary on a day to day basis and can be checked here, https://www.levelcard.co.uk/fxrates. There is no charge for using your card abroad. As a reminder if you use your card to withdraw cash we charge a 3% fee on the withdrawal amount, with a minimum charge of £3.

You don’t need to inform us of your travel plans.

What is 3D-Secure

3D-Secure helps reduce fraud and provide extra security to your online payments. You may also see it called Mastercard SecureCode, Identity Check or Verified by Visa. 3DS 2.0 is the latest version and provides a much smoother and safer process for you to authenticate your payments.

Is 3D-Secure active on my card?

Yes, your card has been enrolled in Mastercard SecureCode (3DS) so that wherever you see the Mastercard SecureCode logo online, your card number will automatically be recognised during checkout. The seller will contact Level during checkout to confirm your identity as the cardholder.

How do I use 3D-Secure?

Once your card has arrived and you have activated it in the Level app, 3D-Secure will display whenever the retailer supports it. During the checkout process a Mastercard SecureCode window will appear showing the Level logo advising you to go to your Level App to approve the transaction. Within a few seconds, you should receive a notification from the Level App. Once you have approved the transaction within the Level App, you will be able to continue the checkout process.

I want to change my address or telephone number

You can do this by giving us a call on 020 3322 9128.

My Level credit card is being declined even though I got my PIN right

It may have been declined due to your PIN being blocked. If you go to your local ATM and select PIN services, there will be an unlock PIN option.

My contactless is not working

You will need to use your card to make a purchase using your PIN before contactless is enabled on your card.

I’ve lost my credit card, what should I do?

Please use the freeze card feature to block your card being used as soon as possible and review the transactions on your account to ensure that your card hasn’t been used by someone.

Please contact us on 020 3322 9128 to order a replacement card.

I don’t recognise a transaction on my Level card

If you see a transaction on your account that you don’t recognise please let us know as soon as possible so that we can investigate. Please contact us as soon as possible on 020 3322 9128.

Can I increase my credit limit?

At this time we don’t offer credit limit increases on request. We will review your account regularly to assess whether you are eligible for an increase. If eligible we will contact you to ask if you want your credit limit to be increased.

Can I reduce my credit limit?

If you feel that your credit limit is too high you can give us a call on 020 3322 9128 at any time to ask for it to be reduced.

How do I make a complaint

If you have a complaint about a service provided by Level, please use the contact details below. Your complaint will be dealt with in accordance with our complaints process.

Complaints Process

We are committed to ensuring that you are satisfied with the products and services we provide and aim to respond to enquiries in a timely and, professional manner.

In the event that you wish to make a complaint, our commitment is to resolve the matter as soon as possible.

You can contact us at contact@levelcard.co.uk, or by calling our main telephone line 020 3322 9128.

If you wish to refer your complaint directly to the Financial Ombudsman Service before we have had an opportunity to consider it, we will ask them to put the matter on hold to allow us time to review the complaint first.

If we are unable to resolve your complaint immediately, we will:

  • Fully investigate your complaint and where possible, issue a written resolution within three business days (running from the end of the next business day following receipt of your complaint). This will include an explanation of how we have resolved the complaint and your right to refer the matter to the Financial Ombudsman Service.

  • If we are unable to resolve your complaint by the end of the third business day, we will continue our investigations as quickly as possible and provide you with a formal acknowledgement of your complaint within five working days.

  • Issue a final written response within eight weeks of receipt of the complaint.

The final response will either:

  • accept the complaint and, where appropriate, offers redress or remedial action; or

  • offer redress or remedial action without accepting the complaint; or

  • reject the complaint and give reasons for doing so.

Financial Ombudsman Service

Level falls within the remit of the Financial Ombudsman Service and in the unlikely event that we are unable to resolve your complaint to your full satisfaction or within eight weeks of receipt, you can refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service is a free and independent service that resolves disputes between customers and financial services institutions. You’ll need to contact them within six months of our final response letter. You can contact the Financial Ombudsman Service using the details below.

Financial Ombudsman Service Exchange Tower London E14 9SR

Telephone: 0800 023 4567 or 0300 123 9123

E-mail: complaint.info@financial-ombudsman.org.uk

Further information is available at http://www.financial-ombudsman.org.uk/

Where a complaint is referred to the Financial Ombudsman Service outside of their specified time limits, we may object to the Financial Ombudsman Service investigating the complaint. However, each request will be considered on the individual circumstances.

How do I opt out of receiving offers for other Lendable products?

To opt out just email us at contact@levelcard.co.uk informing us of your preference.

How can I get in touch with the Level team?

Our support team is available 7 days a week from 9am to 6pm at contact@levelcard.co.uk or via live chat in your Level Card app. You can also give us a call on 020 3322 9128 Monday to Friday from 9am to 6pm.