Where do I find information about my Direct Debit
How do I update my personal details? You can change your personal details online. Simply log in, click on Account and update your details.
How do I improve my credit score? There are three Credit Reference Agencies (CRAs) in the UK - Equifax, Experian and TransUnion. They all have different scores but this is completely normal. All three are dedicated to collecting information on your financial behaviour and how it has impacted your score. Learn more about the Reward Loan.
It’s good practice to look at all of your credit scores on a regular basis so you can keep an eye on any changes. You can get to know your credit score better with free credit reports using the links below:
How do I receive my annual statement? Your annual statement will be sent to you by email, but is also available online. Simply log in to your account and select the Messages tab at the top of the page, to review all your loan documents, including your annual statement. This will be available one year after you have taken your loan.
When will my reward be applied to my Reward Loan? Every three months, we'll do a reward review to see if you've qualified for a reward. If you have qualified for a reward, we'll put your rate down straight away. We'll do this automatically, so there's no need for you to do anything. We'll apply your reduced loan rate to your next loan repayment. This means your monthly repayment will be less. We'll send you an email to let you know how much your loan rate is reducing by.
Why haven't I earned a reward? This could be down to a number of reasons. We review your eligibility for a reward based on a credit score provided by Equifax. This score is called a ‘management score’. It’s different from the score you’ll see on your credit reports which show you how likely you are to get accepted for credit. It’s shared with us from Equifax so that we can measure your score movement over time. We compare this score against a score taken directly from Equifax on the day that you apply for our loan. We use this score to review your eligibility for a reward every three months. Your score will need to be at least 25 points higher in order to earn a reward and you'll need to be up to date with your loan repayments. Your loan rate can reduce to 9.9%, so if your loan is at 9.9% or below, you won't be able to earn any more rewards.
How do I find out how much I have left to pay on my loan? Viewing your loan information couldn’t be easier. Simply log in to your account and select Overview. Your current balance is shown at the top of the page.
If you're thinking about closing your loan early, it’s important that you get a quote first so that we can calculate the total settlement amount required to fully close your loan. Find out more about closing your loan early .
How do I unsubscribe from emails or texts? You can easily unsubscribe from emails or texts by logging in, clicking on Account and scroll to the preferences section at the bottom of the page. Here you can select how you want to receive communications, and also which types of communication you would like to receive. Please bear in mind that even when you unsubscribe, there are some communications that we're obliged by law to send.
Why has a monthly repayment been taken after I've settled my loan?
Get in touch if you'd like to speak to us about this.
What credit score do you use to decide if I'm eligible for a reward? We review your eligibility for a reward based on a credit score provided by Equifax.