Home > FAQ > Managing Your Loan

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

** COVID-19 considerations before applying ** With the profound changes to day to day life which are occurring at this time, please consider all details of your application carefully before applying. This should include your current income and expenditure & possible future changes, to ensure this loan is, and will be, affordable and changes will not affect your ability to repay this loan.

Managing Your Loan

How do you work with the Credit Reference Agencies?

As part of our application process, we do perform credit checks. This policy ensures we only grant loans to customers who we believe will be able to comfortably repay what they borrow.

As part of the credit check process, we will leave an application ‘footprint’ on your credit file.

If your loan is successful, we are obliged to make reports to our credit reference agencies in respect of a) the approval of your loan, and b) the ongoing performance of your loan in terms of its repayment. These reports are made on a regular basis however sometimes the credit reference agencies can take a little while to update your information.

Further information about how you can gain access to your credit report information can be found at:


If you want to see what information credit-reference and fraud-prevention agencies hold about you, you can contact the agencies currently working in the UK. The information they hold may not always be correct, so you can ask to see a copy of your credit history, as well as get more advice on how to improve your credit rating from the organisations listed below (please note some of these may charge a small fee for this):

Further detailed information can also be found at:

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.

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.


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.

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.

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.

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.

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.


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.

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.