FREQUENTLY ASKED QUESTIONS 

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. This will include a detailed review of your income and expenditure.

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

What is a credit agreement?

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.

Is the interest rate on my holiday ownership loan a variable rate?

We offer both fixed and variable rates. Please refer to your terms and conditions to see which type of rate you are charged.

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.

What type of credit do you offer?

The majority of our loans will be specifically related to your purchase of your goods and services.

Can I settle my credit agreement early?

You have the right under the Consumer Credit Act 1974 to repay all or part of the outstanding balance at any time. If you wish to repay the outstanding balance early please contact us on 0345 650 6290 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays) and we can provide you with a settlement figure upon request. If you do wish to settle your account, the settlement figure we calculate for you will include 28 days’ notice and an additional 30 days’ interest that we entitled by law to charge. It will also provide details as to how to settle the account.

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).

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).

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) .

Where can I get general help and advice on borrowing?

These non-profit organisations can give you free, confidential, and impartial advice:

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 6291 (Monday to Thursday 8am to 8pm, Friday 8am to 6pm and Saturday 9am to 2pm, excluding Bank Holidays).

Alternatively you can e-mail us at hil.cust@shawbrook.co.uk.

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.

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

If you wish to 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 9pm, Saturday 9am to 5pm). 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).

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