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Warning: Late repayment can cause you serious money problems. For help, go to moneyadviceservice.org.uk.

Managing Your Loan

1
How do I make a card payment online?

This is a quick and convenient way to pay. Simply go to the My Account section on our website to confirm your outstanding balance and then continue with the payment process by entering an amount to pay and your card details.

2
Can I check the balance of my loan?

We have made this easy for you, simply go to the My Account section on our website. Here you will be able to check the balance that is outstanding on your loan and make a card payment if you wish.

 

3
What should I do if I think I have a payment missing on my account?

We’re sorry to hear you think there may be a payment missing from your account, if this is the case we ask that you contact us to discuss this with you urgently on 0800 0882220.

Please make sure you have details of:

  1. The amount you paid.
  2. The date this was paid.
  3. Exactly how you paid it (cash over the counter/online transfer etc).
  4. The full banking details of where you paid it to; and
  5. Any receipt details or acknowledgement codes you may have.

We look forward to hearing from you as soon as possible to help resolve this matter to your complete satisfaction.

4
How will I be updated with important information?

Don’t worry, if we need to contact you regarding important account information we will use the contact details you have provided to us. We may email, call or text you if we need to contact you, this is why it is important that you keep your contact details up to date on your account.

5
How do you collect my payments?

At the time of setting up the loan you will have agreed for us to collect the repayment on the due date by Continuous Payment Authority (known as CPA) via the debit card details provided for your bank account. We will collect via this method unless you contact us with other instructions.

You have the right to cancel this method of payment with your bank or directly with us, however we would then expect for the payment to arrive with us on or before the agreed due date by another method, by bank transfer or by a card payment by phone through our Customer Support team for example.

Remember if you cancel your CPA then the responsibility for ensuring the payment reaches us on time will fall to yourselves and if the payment reaches us late this may affect your credit rating for the future.

6
How do I change my debit card or contact details?

Keeping all of your account details up to date is very important. To change any of your payment details, contact details or personal information please call our Customer Support team on 0800 0882220.

7
How do I change my payment date or payment details?

To change the payment date or any payment details please call our Customer Support team on 0800 0882220. We will be happy to discuss the options with you.

 

8
Are there any penalties if I pay early?

No, you can repay any amount at any time before the repayment date without being charged a penalty fee. We apply interest on a daily basis so the quicker you repay your loan the less interest you will pay.

9
What should I do if I cannot afford my payment?

If you feel you are not going to be able to make your repayment on time please call us as soon as possible to discuss your current financial situation on 0800 0882220. We will assist you in working to resolve the problem.

Remember, the sooner you contact us the sooner we can come to a mutually agreeable arrangement and solution. If you need support with debt or money worries there are free external agencies that can help you, we would be happy to tell you more about this when you call.