SWFBT Replacement New Accord / NE Card

Should you require your Accord card to be replaced as it has either been lost, stolen, damaged, or is faulty you must advise us as soon as possible.

Where your card has been either lost or stolen you should phone the Accord office (0845 3452789) to report this.  If you have lost your card we recommend you check with a couple of other organisations before calling us to see if it has been found and handed in: these organisations are;

• First Aberdeen
  47, Union Street, Aberdeen
  Tel: (01224) 650074/ or 650065
  
• Grampian Police, Lost Property Department
  Queens Street, Aberdeen
  Tel: 0845 6005700 (this call is charged at a local rate)

If neither of these organisations have received your lost card, then please phone the Accord office (0845 3452789) to arrange for a replacement to be issued.  Please note, once you have requested a replacement card, should you then find you old card before you receive your replacement card please call the Accord office (0845 3452789) to advise us.  If the replacement card has not yet been produced then you will be able to continue to use your existing card.  However, if we have already produced a replacement card for you, you will not be able to use your old card as the replacement card will automatically supersede your old card, making the old card redundant.

Where your card has been damaged or may be faulty, you must take your card to your nearest customer access point (details above) to report this.  The damaged/ faulty card will be taken from you in order that it can be fully tested and either repaired or a replacement card produced.

When a replacement card is produced for you, it will be sent directly to your home address if there is no charge for the replacement.  You should receive your replacement card within 7 - 10 working days. However, if there is a charge for the replacement card then you can collect it from the office you handed your card into initially.  Again, this should be ready for collection within 7 - 10 working days.  Please refer to the section on when a charge will be made for a replacement card.