Your questions answered
If your question is not here, write to us: we add to this page based on what you ask us.
Before you apply
Does using the calculator commit me to anything?
No. It asks for no personal data and nothing is saved. It gives a rough idea using the current indicative rate.
Who can apply?
Any adult with full legal capacity, resident in a country where our services are offered, who can show a regular income.
Can I apply jointly?
Yes. Say so in the form: both borrowers' income and outgoings will then be assessed together.
How long does the online application take?
About ten minutes if you have your documents to hand. You can also send them later from your online account.
Cost and decision
Why is the rate offered different from the calculator?
The calculator uses the same indicative rate for everyone. The offer takes account of your circumstances, the amount and the term.
What is the APR and why does it matter?
It is the total cost of credit expressed as a yearly rate, including fees. Compare two offers by their APR, not by their monthly repayment.
Are there any fees to pay before I get the loan?
No. No payment is asked for before the money is released. Any arrangement fees are shown on the offer and included in the APR.
What happens if my application is declined?
You are told in writing, with the main reasons. You can write to us to discuss it or apply again if your circumstances change.
Can I repay early?
Yes, in full or in part. The conditions, and any compensation within the limits set by law, are set out in the agreement.
Documents and tracking
What documents do I need to provide?
Usually ID, your last three proofs of income and proof of address. Some loans also require a quote or an order form.
What format should my documents be in?
PDF, JPG or PNG, legible and complete. A clear photo taken on your phone is fine.
How do I track my application?
Use the reference you received by email on the tracking page, or log in to your online account to see each step.
How does signing work?
The agreement is sent to your online account. You read it, ask any questions, then sign it. A copy remains available at all times.
Can I change my mind after signing?
Yes, within the withdrawal period set by law. The withdrawal form is attached to your agreement.
I have forgotten my online account password.
Use the ‘Forgotten password’ link on the login page: you will receive a link, valid for 48 hours, to choose a new one.
Security
How can I spot a fake message in your name?
We never ask for payment before the money is released, for a code received by text message, or for payment by prepaid card or crypto-assets. Any such request is fraud.
How is my data protected?
Your documents are stored out of public reach and are only seen by the people handling your application. The privacy policy sets out your rights.
What should I do if I paid someone pretending to be you?
Contact your bank immediately to try to stop the payment, report it to the police, and let us know, sending us the messages you received.