Answers to some of the questions we are asked most often. If you cannot find what you are looking for, our team will be happy to help — just get in touch.
Applying
How do I apply?
You can start an enquiry online or by speaking to our team. We will ask for some details about you and what you need, then guide you through the rest of the process.
How long does a decision take?
Many applications receive an initial decision quickly. Some take a little longer if we need additional information from you to make a fair assessment.
Will applying affect my credit score?
As part of any application we carry out checks with credit reference agencies. The way a check is recorded can vary, so it is worth understanding the detail before you apply.
Why might an application be declined?
We lend responsibly, which means we only proceed where borrowing appears affordable and appropriate. An application may not be successful if it does not meet our lending criteria at the time.
Repayments
How do I make a payment?
Repayment options are explained when your agreement is set up. You can also visit our Make a Payment page or contact our team for help.
Can I repay early?
In most cases you can make additional payments or settle your balance early. Speak to our team and we will explain how this works for your specific agreement.
What happens if I miss a payment?
If you are worried about a payment, please contact us as early as you can. We would always rather work with you to find a way forward, and we can point you towards free, independent support if you need it.
Your account
How do I update my details?
Get in touch with our team and we will update your records. Keeping your contact details current helps us support you properly.
How do I make a complaint?
We want to put things right when they go wrong. See our Feedback & Complaints page for how to raise a concern and what happens next.
Still have a question? Our UK-based team is here to help.