Point of Sale Loans

All Point of Sale Loans FAQ's

Will loan documentation be sent to me by post?

If you have applied online with one of our partners we will send an e-signature pack instead.

If you have signed a paper agreement you will be given a copy of the Credit Agreement at the point of sale and will receive a welcome letter in the post.

Can I change my bank details or payment date?

To change your bank details or payment date, contact our customer services team on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

How is my interest rate calculated?

If you have an interest-bearing loan for the product you’ve bought through one of our partners, interest is calculated daily but applied monthly.

What is Shawbrook point of sale finance?

As well as our personal loans and mortgages, Shawbrook offers finance products through an approved network of partners from retailers, home improvement companies and holiday ownership sectors. These finance products help customers spread the cost of larger purchases and make the finance arrangements at the point of purchase. We offer a variety of products including interest free and interest-bearing finance.

Are loans secured on the property or the item purchased?

No, if you have a Point of Sale loan via one of our approved network of partners, these are classified as unsecured loans.

How can I contact you?

For enquiries regarding a new POS loan or application via one of our approved partners, please call 0345 600 6260. We are open from 9am – 7pm Monday to Friday and 10am – 2pm on Saturdays (excluding bank holidays).

For existing customers with a POS loan via one of our approved partners, please call 0345 650 6290 8am – 8pm Monday to Thursday, 8am - 6pm on Friday and 9am – 2pm on Saturdays (excluding bank holidays).

Do my payments change with the change in the bank of England rates?

Your Credit Agreement will state in the Financial Information section if a fixed or variable rate applies to your POS loan.

If your POS loan has a Fixed Rate of Interest then you will have fixed monthly repayment, which means that the interest rate is fixed for the term of your loan and your monthly repayments will not change.

If your POS loan has a Variable Rate of Interest, we may vary the interest rate from time to time, which means the interest rate may change over the term of your loan your monthly repayments may change. We will give you at least 30 days’ written notice of any change before it takes effect.

Can I repay my loan early?

You have a right under the Consumer Credit Act to repay all or part of the outstanding balance of your POS loan early at any time. If you wish to make an additional repayment or repay the outstanding balance early you should contact us on 0345 650 6290. We will then provide you with a settlement figure and details of how to settle the account. The settlement figure provided will be valid for 30 days.

Is there an early repayment charge?

If you wish to repay the outstanding balance of your POS loan early, you should contact us on 0345 650 6290. We will then provide you with a settlement figure and details of how to settle the account. The settlement figure we calculate for you will be the total of all sums (including the outstanding balance of the Amount of Credit, interest, any charges and arrears) which would have been payable by you if you had not settled early less a reduction. This reduction includes the interest and other charges that you will not have to pay because you have chosen to settle early.

Which Credit Reference Agencies do you use?

We use Equifax and TransUnion (formerly Callcredit) as our reference agencies. Their details are as below:

Equifax Limited
www.equifax.co.uk
0800 014 2955
0333 321 4043

TransUnion (formerly Callcredit)
www.transunion.co.uk
0330 024 7574

How do I change my bank details or payment date?

If you wish to change your bank details or your payment date please contact our customer services team on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

Can I settle my loan agreement early?

You have a right under the Consumer Credit Act to repay all or part of the outstanding balance early at any time.

What if I can’t make a payment on my credit agreement?

We are a responsible lender, and we will always deal with you honestly and sympathetically. Please tell us immediately if you can’t afford the payments on your credit agreement.

If you tell us before you miss any payments, it's much more likely we'll be able to help you.

You can contact us on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays) .

Who do I contact if I have questions about my credit agreement?

If you have a question about your loan before your credit agreement starts, please contact the company with whom you arranged the loan with. Once your credit agreement has begun our customer services team can help with any questions. You can call them on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

Can I get a refund?

As the payment you have made is towards a financial commitment, we do not offer a refund. However should you need to discuss the payment, you can contact us on 0345 650 6290 8am – 8pm Monday to Thursday, 8am - 6pm on Friday and 9am – 2pm on Saturdays (excluding bank holidays).

How will Shawbrook treat me as a customer?

Our teams have experience of all kinds of personal lending. We are a responsible lender, and we will check that you can afford the loan before we agree to it.
We promise that we will:

  • Act fairly and reasonably in our dealings with you
  • Help you understand the financial implications of your loan
  • Provide you with a high quality service

Is my loan secured on my property or the item purchased?

No, your credit agreement or loan is unsecured. This means that it is not secured against your property.

Borrowing money is a serious matter. You need to think carefully about whether you can afford the payments over the full term of the loan.

What do I do if I want to cancel/withdraw from my credit agreement?

If you wish to cancel/withdraw from your loan then please contact us within 14 days of your approval date, you can speak to our agents on 0345 850 9961 selecting option 1 (Monday to Friday 9am to 7pm, Saturday 10am to 2pm). If we haven't heard from you after the 14 day period we'll assume you're happy with everything and you will be bound by the terms of your loan.

If you are already making payments and would like to discuss settling your loan please call 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

I want to make a complaint about the supplier and/or the product or service I purchased using a Shawbrook loan. How do I make a complaint?

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 team to see how we can help.

I have a problem with my product or service I purchased with a Shawbrook loan. Should I contact Shawbrook or the supplier?

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.

I’ve bought a product or service using a Shawbrook loan, but the supplier has become insolvent. Do I need to continue paying my loan?

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.

I have been asked to make a payment to my loan via my smartphone, what method of payment can I use?

If you have been asked to make a payment to your loan via your smartphone you can make that payment using one of the following debit cards, Visa Debit, Maestro Debit or Mastercard Debit. We do not accept payments via credit card.

 

The supplier of the goods or services I purchased using a Shawbrook loan has become insolvent/ gone out of business. What should I do?

If your supplier is no longer in business you must continue to meet the repayments of your Shawbrook loan. If you are happy with your purchase, you do not need to do anything else. 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 so we can assist you further.

Is the interest rate on my purchase loan a variable rate?

If you have a variable rate loan, we will give you not less than 10 days' written notice of any change to the interest rate, or notice in any other lawful manner.

I’m unhappy with the goods or services I purchased with a Shawbrook loan. Who do I contact?

In the first instance, you should contact your supplier to discuss your complaint. You should find their contact details on your receipt or their company website. If your complaint has not been resolved, please get in touch with our customer services team to see how we can help.

Who do I contact if I have a question about a payment which I have made to my loan via my smartphone?

If you have made a payment to us via your smartphone and would like to talk to us about that payment, you can contact us on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).