Back to Help with our point of sale loans

If something goes wrong with your goods or service

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We are unable to deal with your complaint until it has been formally raised with your supplier. Please contact your supplier in the first instance.

If they are not able to resolve your complaint to your satisfaction, you can contact our customer services team for further assistance.

 

Loans taken after 13th December 2021

If you took your loan with us on or after 13th December 2021, please call us on 0333 003 0260

You can also log in to your customer portal to contact us.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm

We're closed at weekends and public holidays. 

 

Loans taken before 13th December 2021

If you took your loan with us before 13th December 2021, please call us on 0345 650 6290.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 9am-2pm. 

We're closed on Sundays and public holidays.

Yes, you will need to continue making the repayments for your loan. Your loan agreement is between yourself and Shawbrook Bank, not the supplier of the goods or services you purchased, therefore the agreement is still valid and you must continue to meet repayments.

Missed payments may lead to additional charges and an adverse impact on your credit score.

If there is a fault or problem with the goods or services you have received from the provider, and you are now unable to contact them directly, please get in touch with our customer services team.

 

Loans taken after 13th December 2021

If you took your loan with us on or after 13th December 2021, please call us on 0333 003 0260

You can also log in to your customer portal to contact us.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm

We're closed at weekends and public holidays. 

 

Loans taken before 13th December 2021

If you took your loan with us before 13th December 2021, please call us on 0345 650 6290.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 9am-2pm. 

We're closed on Sundays and public holidays.

In the first instance, you should contact your supplier to discuss your complaint. You should be able to find their contact details on your receipt or their company website.

If your complaint has not been resolved, you can contact our customer services teams to see how we can help.

 

Loans taken after 13th December 2021

If you took your loan with us on or after 13th December 2021, please call us on 0333 003 0260

You can also log in to your customer portal to contact us.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm

We're closed at weekends and public holidays. 

 

Loans taken before 13th December 2021

If you took your loan with us before 13th December 2021, please call us on 0345 650 6290.

Please note, if you are contacting us about additional borrowing on your existing loan, we do not offer this. However, you may be eligible to apply for another loan with us. We are unable to carry out phone applications but you can apply via our website.

Our team is available:

Monday - Thursday: 8am-8pm
Friday: 8am-6pm
Saturday: 9am-2pm. 

We're closed on Sundays and public holidays.

 

You can also make a complaint by using our online complaints process. You can find out more about making a complaint on our dedicated complaints page.

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